This policy explains how to request a booking cancellation or change. Because rate conditions may vary by apartment, period and offer, the cancellation terms displayed before payment and recorded in the booking confirmation are the primary terms for that booking.
1. Requesting cancellation
Submit a request through the booking-management page when available, or use our contact page with the same email address and booking reference. Sending a request does not itself cancel the booking; cancellation takes effect after review and a cancellation confirmation is issued.
2. Eligibility and charges
- Refund eligibility and value depend on the rate type, request time and terms in the booking confirmation.
- If a general statement on this page conflicts with a specific condition clearly shown during booking, the specific condition applies unless prohibited by law.
- Services already supplied or third-party charges may be non-refundable where the confirmation says so and applicable law permits it.
3. No-show and early departure
A no-show, late arrival or departure before the confirmed date is handled under the booked rate terms. Contact us promptly if you expect to arrive late so that we can assist and protect the booking where possible.
4. Booking changes
Changes to dates, apartment or guest count are subject to availability and repricing. A change takes effect only after the new terms are accepted, any balance is paid and an updated confirmation is issued.
5. Cancellation by us
If a confirmed apartment cannot be provided for a material operational reason, we will contact the guest to offer a suitable alternative, different dates or return the amount due for the part not supplied. This does not affect the guest’s statutory rights.
6. Refund processing
Once approved, an eligible refund is normally returned to the original payment method. The time it takes to appear depends on the payment provider and issuing bank and may be several business days after processing. We will notify you when the refund is recorded on our side.
7. Exceptional circumstances
We review documented circumstances outside a guest’s control fairly and in line with the confirmed terms and applicable law. Provide only necessary supporting information and do not send card data or sensitive documents through the contact form.
8. Help
For help, use our contact page and include the booking reference and intended arrival date. Never send card data, passwords or access codes.