Cancellation terms vary depending on the property, booking type and timing. Your specific terms will always be shown before you confirm your booking.
How to request a cancellation
To request a cancellation:
Open your Booking Dashboard.
Select the relevant reservation.
Choose Cancel Reservation.
Tell us why you need to cancel.
Submitting a request does not immediately cancel your booking. Our Concierge team will review it and confirm once the cancellation has been completed.
Your booking remains active until you receive this confirmation.
Before your group booking is confirmed
Before confirmation:
Your card has not been charged.
You can request to leave the booking.
Any payment authorisation will be released once the cancellation is completed.
If the Curator cancels, the whole pending group booking will be cancelled.
Completing a group booking
Your group has up to seven days to fill all required places and complete the booking.
The property is not reserved exclusively for your group during this time. Another group may complete their booking first.
Your pending booking will end if:
Another group confirms the property first; or
Your group is not completed within seven days.
If this happens, you will not be charged and any payment authorisations will be released.
After your booking is confirmed
Once a booking is confirmed, the cancellation terms attached to that booking apply.
Depending on the policy and when you cancel, you may receive:
A full refund;
A partial refund; or
No refund.
Our Concierge team will confirm the outcome after reviewing your request.
If an individual Guest cancels
An individual Guest can request to leave without automatically cancelling the entire group.
Before confirmation, their place may become available for someone else.
After confirmation, the booking’s cancellation policy will apply.
If a +1 can no longer attend
A +1 does not pay Buenro separately.
The person who invited them remains responsible for the booking. Contact the Concierge team if you need to remove or replace a +1.
If the whole group cancels
The Curator can request to cancel the full group booking.
Before confirmation, no payments will be captured.
After confirmation, the booking’s cancellation terms will apply.
If the Property Manager cancels
If the Property Manager or supplier cancels your booking, we will contact you and explain the available refund or alternative-booking options.
Event bookings
Event bookings may have special cancellation terms set by the event organiser.
Ticket and accommodation policies may be different, so check the terms attached to each booking.
Concierge bookings
Bookings arranged directly through Buenro Concierge may follow the cancellation terms set by the Property Manager or supplier.
These terms will be shared with you before confirmation.
Where to find your cancellation terms
Your specific cancellation terms may appear:
On the property page;
During checkout; or
In your Booking Dashboard.
The terms attached to your booking take priority over the general information in this article.
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Need help navigating a cancellation? Reach out to Support via the Help tab.