How this article can help you
This article helps you if you made an error on your booking or if you cancelled by mistake.
I made an error on my booking, how do I correct it?
If you are within the modification deadline, go to My Bookings and click "Reschedule".
If you chose the wrong experience, the Sezame team can cancel the current booking. Refund within 5 to 10 business days by credit card, or gift card recredited immediately.
If the deadline has passed, the team can reach out to the hotel to check if an exception is possible.
I cancelled my booking by mistake, can it be reinstated?
If you have just cancelled your booking by mistake, contact us immediately. If you let us know on the same day, we can cancel the refund and reinstate your booking.
If the refund is already in progress and you paid by credit card, you can make a new booking. If you paid by gift card, the card is recredited immediately and can be reused.
If you have any difficulties, the Sezame team can contact the hotel to find a solution.
I forgot to enter my gift card numbers when booking, what should I do?
If you forgot to enter your gift card code when booking, we can charge your gift card and refund the corresponding amount to your credit card. Contact us via the chat providing your gift card code and the email address used when booking.
I made an error on the number of people when booking, how do I correct it?
It is not possible to modify the number of people directly from your space. Contact us specifying the desired number of people and the email address of your booking.
We will check with the hotel whether the modification is possible. If you booked for too many people, we will process a partial refund. If you wish to add a person, we will send you a payment link for the difference.
I chose the wrong experience, how do I change the venue or hotel?
It is not possible to modify the experience or venue from your space. The "Reschedule" button only allows you to move your booking to a different date, without changing the venue or the content of the experience.
If you are within the cancellation deadline (generally 24 or 72 hours before the start of the experience depending on the hotel), you can cancel your current booking and make a new booking for the desired experience.
If the deadline has passed, contact us. We will check with the hotel whether an exception is possible.