Policies
Clear guidance for the moments that matter.
Pending is not confirmed
A booking can be received while the supplier is still processing it. A stay is confirmed only when the supplier reference and status agree. A proposed alternative is not final until confirmed.
Changes and cancellations
Date, room and guest changes depend on the original rate and supplier availability. Free cancellation applies only within its stated window. Restricted rates can carry a penalty or need supplier review.
Refund status and reconciliation
A refund preview explains entitlement and the original payment route; it does not move money. Existing refund and payment records are checked before another action. Bank and wallet display times vary, so an arrival date is not guaranteed.