A hotel refund comes down to one thing: the rate you booked. The same room can be sold as a refundable or a non-refundable rate, and that choice is what decides whether you get your money back when you cancel.
In short: refundable rates with free cancellation before the stated date are usually refunded in full; non-refundable rates usually are not. The free-cancellation date is shown inside the booking itself — open it in My bookings and cancel from there.
01 / The rateWhy the rate decides everything
When you booked, the hotel may have offered several price options for the same room. A refundable rate lets you cancel free of charge before a set date and get your money back. A non-refundable rate is usually cheaper, but the money is typically not refunded if you cancel. You can see which rate you chose in your booking details.
02 / The dateWhere to find the free-cancellation date
A refundable rate comes with a deadline up to which cancellation is free. That date is shown right inside the booking: open the order in My bookings and look for the cancellation-terms line. After that date a full refund is no longer guaranteed.
03 / CancellingHow to cancel and request a refund
Open the booking
Go to My bookings and select the hotel.
Check the terms
Review the rate and the free-cancellation date so you know what refund you are entitled to.
Tap “Cancel”
Confirm the cancellation in your account. The system will show the expected refund amount.
Wait for the credit
On a refundable rate the money returns to your payment method; the timing depends on your bank.
04 / Non-refundableWhat to do with a non-refundable rate
- Check your insurance. If you have trip-cancellation cover, a cancellation for a valid reason may be covered.
- Ask about exceptions. In cases of illness or force majeure, exceptions are sometimes possible — contact support.
- Don't rush to cancel. If the money won't come back anyway, keeping the booking is sometimes the better option.
05 / FAQFrequently asked
How do I know whether my rate is refundable?
Open the booking in My bookings: it shows the rate and the free-cancellation date, if there is one.
I cancelled a refundable booking — when will I get the money?
The refund goes back to the original payment method; the exact timing depends on your bank. You can track the status in your account.
Can I get a refund on a non-refundable rate?
Usually not. Trip-cancellation insurance or special circumstances may sometimes help — check with support at 8 800 1000-646.
I cancelled after the free-cancellation date. What now?
After that date a full refund is no longer guaranteed and a cancellation fee may apply. Contact us — we'll see what can be done for your booking.