Help centre

Open Trips → Find a booking made as a guest, enter your reference and the email you used at checkout, then confirm the one-time code we send you.

No. A pending booking means your payment is authorised and we are verifying the confirmation with the property. Booking again risks a duplicate. We reconcile it and email you the outcome; the status page updates automatically.

Hotel inventory is live. We re-check your exact rate before payment. A lower price is applied automatically; a higher price or a changed cancellation deadline is shown side by side and needs your explicit acceptance.

Charges the hotel collects directly, such as tourism fees or a refundable deposit. They are not part of the amount we charge, and are listed separately on the rate card, at checkout and on your voucher.

From the rate's cancellation timeline, using the property's local time zone. We request a live quote at the moment you cancel and show the fee, the refundable amount and the refund method before you confirm.

Child age changes both eligibility and price at most properties, and it decides whether an extra bed or cot is needed. Asking per room lets us show only rooms that genuinely fit your party.

We initiate the refund as soon as the cancellation is confirmed. Banks typically take 5–10 business days to display it. We show the stage, amount, method and reference in your booking so you can follow it.

Where a rate is explicitly for an accessible room, the features are part of what you book. Where accessibility is only a request, we say so and never present it as guaranteed. Contact support before booking if a specific feature is essential.