Refund & Cancellation Policy

What you pay and when

When you book online and card payment is offered, the full price of the stay is charged at the time of booking, in the currency shown on the booking page. The amount, the rooms, the dates and the cancellation terms of your rate are all shown before you confirm, and repeated in your confirmation email.

Cancelling a booking

Each rate carries its own cancellation terms, shown before you choose it:

• Flexible rates can be cancelled free of charge up to the deadline stated on the rate (for example, until a number of days before arrival). Cancel by then and the whole amount is refunded.
• Non-refundable rates are offered at a lower price because they cannot be cancelled or changed. No refund is made if you cancel or do not arrive.
• Cancelling a flexible rate after its deadline, or not arriving on the day (no-show), is charged as stated on the rate — usually the first night, or the whole stay in high season.

You can cancel from My booking on this website with your reference and email address, or by writing to us using the address on the contact page. The date and time we receive the cancellation is what counts.

Changing a booking

Changes of dates or room depend on availability and on the rate booked. If the new stay costs less, the difference is refunded under the terms of the original rate; if it costs more, the difference is charged.

Leaving early

Nights not used after an early departure are not refunded unless the rate says otherwise. Please talk to the front desk before you leave: where we can resell the room, we will do what we can.

If we cannot provide the room

If a room you paid for becomes unavailable for reasons on our side, we will offer a room of the same standard or better at no extra cost, or a full refund of what you paid — your choice.

How refunds are made

Refunds are made to the same card the booking was paid with, in the currency it was charged in. We instruct our bank within 7 working days of approving the refund; depending on your card issuer it usually appears on your statement within 5 to 14 working days after that. We cannot refund to a different card or in cash. Any difference caused by exchange rates or fees applied by your own bank is outside our control.

Questions and disputes

If you believe a charge or a refund is wrong, write to us first with your booking reference, using the address on the contact page. We answer within 3 working days and will put right anything that is our mistake.