When plans change.
The full set of cancellation rules in plain English. The short version: most rates can be cancelled free up to 24 hours before check-in, and refunds settle inside ten working days.
Free cancellation by tier.
Free-cancellation windows depend on the rate you book and your member tier. We extend the window for higher tiers as one of the quiet, useful benefits — not as a sales lever.
- Bronze · SilverFree cancellation up to 24 hours before check-in on flexible rates.
- GoldFree cancellation up to 12 hours before check-in on flexible rates.
- PlatinumFree cancellation up to 6 hours before check-in on flexible rates, except where the property has explicitly excluded last-day flexibility.
- BlackFree cancellation up to check-in time on flexible rates, including same-day. Discretionary refunds available on non-refundable rates at our cost.
"Flexible rates" are clearly labelled at booking. Non-refundable rates and packaged stays operate under their own rules, set out below.
Refund timelines.
Refunds are processed back to the original payment method. You'll see them on your statement within these windows:
- Card payments (Visa, Mastercard, Amex)3–10 working days
- Apple Pay / Google Pay3–10 working days
- PayPal1–5 working days
- Travel credit (cashback balance)Instant — refunded as travel credit
If the supplier disputes a refund we believe is owed, we settle you first and chase them ourselves. You will not be left waiting on us to negotiate with a hotel.
Partial refunds.
For shortened stays — checking out before your booked departure date — we refund the unused nights at the rate paid, less any first-night minimum agreed at booking. This covers genuine early departures, illness, or a change of plans on the road.
For partial cancellations of group or multi-room bookings, we recalculate the remaining booking against the rate that would have applied for the smaller party. If the new rate is lower, we refund the difference. If higher, we hold the original rate — you do not pay more for cancelling part of a group.
Add-ons booked through us — airport transfers, spa treatments, restaurant reservations — cancel under the rules of the supplier providing them. We'll show those rules at the point of booking and refund whatever the supplier returns.
Force majeure.
Where travel is genuinely prevented by events outside reasonable control — natural disaster, civil unrest, government travel restrictions, the closure of an airport — we will refund your booking in full or rebook it without penalty, regardless of rate type. This applies whether the disruption is at the destination or at your point of departure.
We don't require you to provide proof beyond the obvious — published government advisories, public airport-closure notices, or insurance documentation. The bar is what a reasonable person would call genuine prevention, not personal preference.
If a hotel cancels on us — overbooking, refurbishment, change of management — we refund in full and find you a property of the same category at the same rate, plus a £100 travel credit toward your inconvenience.
Booking-specific cancellation rules are shown on every confirmation and inside Account → Trips. If anything is unclear, the contact page is the fastest route to a real answer.