When I cancel a hotel booking for my customer, how quickly does the money come back to me?

Yes, you can cancel a hotel booking through the software, but how fast the money comes back depends on the supplier and on the way the booking was paid, so we cannot promise a fixed number of days.

When you cancel inside the free cancellation window, the system sends the cancellation to the supplier and returns a cancellation reference to you. If the booking was paid from a credit or deposit balance you hold with the supplier, the amount normally goes back to that balance fairly quickly and you will see it on your statement. If it was paid by card, the refund has to travel back through the card network, and that part is outside our control. Your customer may see the money in their account a while after you already see the booking marked as cancelled.

Some rooms are non refundable, and some are only partly refundable once the free cancellation deadline has passed. In those cases the booking will cancel correctly but little or nothing comes back, and that is the hotel or supplier rule rather than ours. The cancellation terms shown to you at the time of booking are the ones that apply, so it helps to keep them saved against the booking record.

Before you cancel anything, open the booking in the software and read the cancellation policy and the deadline on it, and if a refund has not reached you within the time the supplier states, send us the cancellation reference so we can follow it up with them.