Open the booking, go to Policies and select Cancel booking. The page shows your refund before you confirm. What you get back depends on the rate's cancellation terms.
You can cancel a confirmed hotel booking yourself from its order page. The page shows how much is refunded before you confirm. The amount depends on the cancellation terms of the rate you booked and on the date you cancel.
01Check what you would get back
- 1Open the booking: the private order link in your order email, or Orders in your account.
- 2Open Policies. Cancellation policy says whether the booking is refundable and shows each step: Full refund, Partial refund or No refund, with Cancel before and a date and time.
- 3After the last date shown, the booking is Non-refundable. A non-refundable booking is so from the moment you book.
02Cancel
- 1Under the policy, find Plans changed? Check your refund before you cancel. and select Cancel booking.
- 2The page shows the refund amount and whether it is a Full refund, a Partial refund or Non-refundable.
- 3If you agree, select Confirm cancellation.
- 4The page confirms that your booking has been cancelled.
03Your refund
The cancel screen shows the refund amount before you confirm and, after you confirm, where it was sent. Refunds go to the original payment method, or to your Mate Wallet if you have an account. The Refund Policy says hotel refunds may take 4 to 12 weeks because of partner processing times. If you are not sure where your refund went, ask support.
04If you cannot cancel online
- There is no Cancel booking link: the link is shown once the booking is confirmed. If the booking is still being confirmed, wait for the confirmation or contact support.
- Cannot be cancelled: the booking cannot be cancelled from the page.
- This booking can't be cancelled online right now: contact support with your Confirmation ID and we check with the hotel for you.
To reach support, use the support widget on the site or email [email protected]. Give your order number, the email used for the order, the Confirmation ID, the hotel name and dates, and a screenshot of the message.
05What the Refund Policy says
- Refundable: bookings cancelled within the property's free cancellation window as stated at the time of booking.
- Not refundable: bookings marked non-refundable at the time of purchase, cancellations made after the free cancellation deadline, no-show situations, and early check-out or unused nights.
- Cancellation policies vary by property and rate type. The one that applies is displayed during the booking process.
Important: A deadline is a date and a time. Cancel before the deadline shown on your booking.