Cancellation & Refund Policy

Effective date: 18 September 2026

1. Your rate conditions control

Every hotel rate has its own cancellation, amendment and no-show conditions. These are shown before you confirm a reservation and in your confirmation. Read them carefully: rates may be refundable, partially refundable, subject to a penalty or non-refundable. Check the cancellation deadline, its stated time zone and the amount of any penalty. A non-refundable rate does not remove remedies that apply by law when a service is not supplied or is misrepresented.

2. Cancelling or changing a booking

Submit cancellation or change requests through the route made available with your booking, or contact us with your booking reference, hotel name and stay dates. A cancellation or change is not complete until you receive confirmation that it has been processed. Keep a copy of your request and its submission time. If confirmation does not arrive, contact us promptly; this process does not limit a cancellation right that applicable law makes effective on notice. Some bookings cannot be amended and may need to be cancelled and booked again. A replacement booking may have a different price or conditions.

3. Refunds

Refund processing timelines and eligibility are determined by the specific cancellation terms of your selected room rate and supplier conditions. Refund eligibility also follows applicable law. Where a refund is due, it is normally returned by the booking or payment provider through the original payment method. Processing time varies by provider, bank and card network. We do not control the time a bank takes to post an issued refund. No fixed 5–10 business day refund timeline is promised.

4. No-shows and hotel issues

If you cancel after the deadline or do not arrive, you may lose some or all of the amount paid. If a hotel cannot honour a confirmed reservation because of closure, overbooking or an operational problem, contact the support route in your confirmation and Hotel Unfiltered promptly. The available remedy depends on the booking conditions and applicable law. Our use of a booking partner does not exclude any responsibility the law places on us.

5. Contact

For booking support, email support@hotelunfiltered.com. Legal complaints can be sent to legal@hotelunfiltered.com. Do not send payment-card details by email. See also our Terms of Service and Booking Terms.

Flight changes and refunds

Flight fares have separate change, cancellation and refund conditions. Check your selected fare and the airline’s conditions, and contact support@hotelunfiltered.com with your flight or checkout reference. See the flight booking terms. Mandatory passenger rights remain unaffected.