Changes, cancellations, and the small things.
The questions that come up most often. If yours isn't answered here, the contact page is one click away.
How do I change the dates on a confirmed booking?
Sign in, go to Account → Trips, open the booking, and tap "Change dates". The system checks the new dates against the same room category at the same property. If the rate is the same or lower, the change is free. If the rate is higher, you pay the difference. If new dates aren't available in your room category, we'll show you the closest alternatives or refund the booking under the original cancellation terms.
Can I cancel my booking?
Yes. Free cancellation runs to 24 hours before check-in on most rooms — the policy for your specific booking is shown on the confirmation page and inside Account → Trips. After the free-cancel window closes, the property's late-cancel fee applies, which is typically the first night. Some non-refundable rates (clearly labelled at booking) are exceptions.
Will I get a refund?
If you cancel inside the free-cancellation window, you get a full refund to the original payment method, usually within 5–10 working days. Outside that window, refunds depend on the rate type — refundable rates return the unused portion minus the late-cancel fee, non-refundable rates do not. We never refuse refunds we owe; if a property tries to dispute one, we settle the customer first and chase the supplier ourselves.
How do I add or remove guests?
Use Account → Trips → "Edit guest details" up to the day before check-in. Most properties allow you to change the lead guest name once at no charge. Adding extra guests beyond the room's rated occupancy may require booking an additional room or upgrading; we'll calculate the difference automatically.
Can I make a special request — early check-in, dietary needs, accessibility?
Yes. Add notes to your booking from the Trip page, or message your concierge if you're Gold tier and above. We pass requests directly to the property the morning of arrival; on anchor stays we confirm them back to you. Anything safety- or accessibility-related is logged with a flag so the front desk sees it before you arrive.
My flight is delayed and I'll arrive late. What should I do?
Open Account → Trips → "Late arrival" and tell us the new estimated time. We message the property and they'll hold the room and the night-staff details. If you miss the night entirely, the no-show is waived as long as you've told us before midnight local time. Out of hours, call our 24h line — the number is on your booking confirmation.
Can I transfer my booking to another person?
On most rates, yes — the lead guest name can be changed once at no charge up to seven days before check-in. Some non-refundable rates and packages are non-transferable. The replacement guest needs to be an Aurora member; we can sign them up on the spot.
I want to extend my stay while I'm there. Can you help?
Call us, or message your concierge from the property. We'll check live availability at the same rate type, hold the room with the front desk, and bill the extension at member rates — including for nights that would otherwise be sold at walk-in. If the property is full, we'll find you the closest equivalent at a property of the same category.
Still need help? Get in touch.