Refunds and how long they take
Refunds go back to the payment method you used. You see the amount before you confirm, it never exceeds what you paid, and most arrive within a few working days.
Every refund is returned to the payment method you used to book. Before you confirm a cancellation, the exact refund amount is shown on screen, and it never exceeds what you have paid at that point.
How long it takes
We process refunds promptly. Allow at least 24 hours for the refund to leave us, and then a few working days for your bank or card provider to show it. The exact time depends on them, not on us. Refunds to some digital wallets and buy-now-pay-later providers can take longer to appear.
When you get a full refund
- You cancel a short stay 7 or more days before check-in. See the cancellation policy.
- We cancel your booking. You receive a full refund including any service fees, or a rebooking at no extra cost. See if we cancel your reservation.
- A booking request is not accepted.
When you get a partial refund
- You cancel a short stay within 7 days of check-in, where your rate allows a partial refund.
- A problem during your stay could not be resolved and we agree a partial refund with you. See problems during your stay.
Staged payments
If you paid 25% up front and the balance later, the refund is calculated on what you have actually paid. See pay 25% now and the balance later.
If the refund has not arrived
Check the statement for the card or account you paid with, including pending transactions. If it has not appeared within the time your bank quotes for refunds, contact us with your booking reference and we will send you the refund confirmation from Stripe to take to your bank. Details are on the contact page.