Cancellation and refunds

How much you get back

Each hotel sets its own cancellation policy, and that policy decides your refund.

• Cancel before the hotel's free-cancellation window closes and you get back everything you paid. The window is counted in hours before the hotel's check-in time on your arrival day, in the hotel's own time zone.
• Cancel after the window closes and the hotel keeps a late-cancellation fee, a percentage of what you paid. You get back the rest.
• If a hotel has not set a policy, cancellation is free until 48 hours before check-in. After that, the hotel keeps 50%.
• A non-refundable rate gives no refund. You can still cancel it, which frees the room, but the payment stays with the hotel.
• The refund is worked out from what you have actually paid. If you chose to pay at the hotel and paid nothing yet, there is nothing to refund.

How to cancel

Go to Find my booking, enter your booking reference and the email you booked with, and choose Cancel booking. Once it is cancelled, the page shows what you get back.

• Booked through a travel agent? Contact the hotel to change or cancel. The agent holds your payment, so the hotel handles it.
• If a payment is still going through, wait a few minutes and try again. If you left the payment page, you can cancel once 30 minutes have passed.

Who sends the refund, and when

Refunds are never sent automatically. The hotel sends each one by hand.

The hotel's owner sets how many business days the hotel has to send it. Unless they change it, that is 3 business days. Saturday does not count. When you cancel, your booking page shows the date as "Expected by". That date stays fixed, even if the hotel changes its setting later.

The same applies when you change a booking to a cheaper one and have already paid more than the new price.

Where the money goes

• Paid by card: the hotel refunds it to the same card. Your bank decides how long it takes to show on your statement.
• Paid by eSewa, Khalti or Fonepay: these wallets do not tell us your account, so when you cancel we ask where to send the money. You can give an eSewa ID (mobile number or email), a Khalti or Fonepay mobile number, or a bank account. You can skip this and add it later on your booking page, until the hotel sends the refund.

Checking your refund

Open Find my booking at any time. While the refund is owed, it shows the amount and the "Expected by" date. Once the hotel sends it, it shows how it was sent, the reference and the date. We also email you when it is sent.

Questions

Contact the hotel first: it sends the refund. If you cannot reach them, email us at info@stayantra.com with your booking reference.