How this article can help you
This article helps you handle situations where an operational issue at the hotel impacted the experience.
The hotel did not honour my booking, what can you do?
We are sincerely sorry that the hotel was unable to welcome you as planned. This situation does not reflect the quality standards we expect from our partners. We will contact the establishment immediately to understand what happened and find the best possible solution.
If the cancellation was initiated by the hotel, the refund is automatic: within 5 to 10 business days by credit card, or immediately if you paid by gift card.
The price changed between purchase and booking
Prices are set by the hotels and may change. Several options are available to you:
Pay the difference by credit card.
Choose another experience within the gift card balance.
Contact us to check if the hotel agrees to honour the original price.
The hotel is not responding by phone or email, can you intervene?
Of course. Contact us and we will take care of following up with the establishment directly. We will get back to you as soon as a response is received. If your experience is imminent or urgent, please let us know so that your request is handled as a priority.