***Note: ALL CANCELLATIONS MUST BE DONE BY VISITING THE SMARTERTRAVEL RESERVATION SITE- CANCELLATION AGREEMENTS MADE BETWEEN THE CUSTOMER AND THE HOTEL HAVE THE RIGHT NOT TO BE HONORED***
NOTE: If you called or spoke with the hotel and they agreed to a refund you MUST contact SmarterTravel immediately! The hotel does not have a way to refund you when you book with a 3rd party such as SmarterTravel.
***We can not offer a refund on "accidental" and or change of plans on non-refundable bookings***
We understand that mistakes can happen, and we sincerely apologize for any inconvenience this may have caused.
This policy is in place to ensure fair treatment to all our customers and to maintain the integrity of our booking system.
While we empathize with your situation, we kindly request that you understand our policy limitations in this matter. We have reserved resources and time to accommodate your original booking, which prevents us from offering a refund.
If you booked a NON-REFUNDABLE room- you will NOT receive a refund. This policy will remain regardless of COVID-19 and subject to any local laws.
If you booked a REFUNDABLE room- it is important to review your cancellation policy. There are important date(s) and time(s) that will need to be followed to receive a refund- if for any reason you are outside of these date(s) or time(s) your reservation will follow the policy provided.
To see if you booked a refundable room check your confirmation email. You can also view and manage your reservation here: https://hotels.smartertravel.com/n/hotels/reservations
Please use the email address you booked with and the SmarterTravel reservation number that starts with the letter (H).
The refund policy is first displayed when searching for a room (see screenshots below). In addition to being displayed during room selection, the refund policy is again displayed at checkout (at the bottom of your confirmed booking). If a reservation has already been made you can check the "Important Information" at the bottom of the confirmation email to view if your reservation is refundable.
Please see all screenshots below:
Non-refundable/Refundable screenshots:
Example of cancellation/refund policy:
Example of Cancellation Policy displayed upon reserving and in your confirmation email sent:
