The refund is a percentage of the amount you have actually paid, decided by how many days before check-in you cancel. Amounts still payable at the property are simply not charged.

Taxes already paid are refunded in the same proportion as the accommodation charge.

Open your booking page — from the link in your confirmation email, from your account, or through Find my booking — and choose Request cancellation. The exact refund due is shown before you confirm.

You can also call or message us and we will process it for you.

Refunds are issued to the original payment method. Most reach the account within 5–7 working days; some banks take a little longer.

Where a refund cannot be returned to the original method, we will arrange a bank transfer to an account in the lead guest's name.

If we have to cancel a confirmed booking — for a serious maintenance problem, a natural event or anything that makes a property unsafe — you receive a full refund of everything paid, regardless of notice period. Where we can, we will offer an alternative property of the same or better standard first.

A booking where the guest does not arrive and does not cancel is treated as a no-show, and no refund is due.

Leaving early does not entitle you to a refund of the unused nights unless the property agrees.