Changes, cancellation and refunds

Each rate has its own policy and it is shown on the rate, at checkout before you pay, and in your confirmation email. It states whether cancellation is free, until when, and what fee applies afterwards. That policy is part of your contract.

No. We only offer rates that still have a free-cancellation window when you book, so every booking made through us can be cancelled free of charge up to the deadline shown on your rate. After that deadline the fee stated in the policy applies.

We only sell rates whose free-cancellation window is still comfortably open at the time of booking. For very close arrival dates, or for rates that are already inside their cancellation-fee period, that condition is not met and the rate is not offered. When this happens on a hotel page we suggest the earliest date from which the property is bookable.

If you have an account, sign in and open My bookings - each booking there has a Cancel option. If you booked as a guest, open the cancellation link for your booking and enter the email address used at checkout: we send a six-digit code to that address, and once you enter it you can review the policy and confirm the cancellation. You can also simply email info@stayatspa.com and we will handle it for you.

To make sure only you can change your reservation. We send a six-digit code to the email address used for the booking and check it before showing or changing anything. Nothing about the booking is revealed to someone who cannot receive that email.

Before you confirm, we show what cancelling right now costs: free of charge, a specific fee with the remainder refunded, or nothing refundable. When you confirm, the reservation is cancelled with the property straight away, the booking is marked cancelled in your account, and we email you a cancellation confirmation. Any refund is processed separately and confirmed once it has been made.

Refunds are made to the payment method you used. We process them after the cancellation is confirmed and your bank or card issuer then needs a few working days to show the money in your account. If you have not seen it within a reasonable time, email info@stayatspa.com with your booking number and we will trace it.

Bookings cannot be edited online. While your rate is still within its free-cancellation window, the simplest route is to cancel and rebook at the current price. For a name correction or a small change, email info@stayatspa.com with your booking number and we will ask the property what is possible.

Email info@stayatspa.com with your booking number and the correction as soon as you notice it. Small corrections, such as a misspelled name or a wrong phone number, can usually be passed to the property.

No. Under EU consumer law the 14-day withdrawal right does not apply to accommodation booked for specific dates. Your cancellation rights are the ones set by the rate policy shown at checkout - and because we only sell rates with a free-cancellation window, you always have one.

It is rare, but a property can change or cancel a reservation, for example if the room becomes unavailable. If that happens we contact you and refund everything you paid us.