Refunds and cancellations
How cancellations, changes and refunds work for every booking type the desk handles: rooms, packages, dining, spa, transfers and events.
The short version
- Standard room rates: free cancellation to 48 hours before arrival
- Packages and advance rates: non-refundable, date-shifting allowed once
- Spa and dining: free changes to 24 hours, 50% inside that window
- Transfers: free cancellation to 12 hours before pickup
- Refunds return to the original card within 5–10 business days
1. Room reservations
Standard rates cancel free until 48 hours before the 3 pm arrival; later cancellations and no-shows charge the first night. Where the property can resell the room at short notice we advocate for a waiver, and succeed often enough to always ask.
2. Packages and advance rates
Stay-and-play packages and advance-purchase rates are priced against their non-refundable nature. They can be shifted to new dates once, with 72 hours notice, subject to availability and any rate difference. Force majeure events (airport closures, declared emergencies) convert to credit without argument.
3. Spa, dining and experiences
Spa treatments and dining reservations change free to 24 hours ahead. Inside 24 hours, spa charges 50%; dining is free to cancel unless a private room or set menu was involved, which carries its own agreed terms. Concierge experiences are refundable until their first booked component (ticket, reservation) becomes non-refundable.
4. Transfers
Transfer bookings cancel free to 12 hours before pickup; inside that window the driver is dispatched and the charge stands. Flight diversions and cancellations with proof are refunded in full regardless of timing, because nobody books a flight to have it cancelled.
5. Events and weddings
Event deposits follow the contract's schedule: the 20% holding deposit is refundable within the 14-day cooling period, thereafter converting to credit. Date changes inside six months are at the venue's discretion; cancelled events forfeit deposits per the schedule in the proposal.
6. How refunds land
Approved refunds return to the original payment method within 5–10 business days, processed through the property's merchant account. Our desk logs every refund request with a timestamp and a named handler; if a refund is late, we chase it, not you.
Common questions
Not necessarily. Tell the desk; we argue missed-window cases with the property regularly and win more often than the policy suggests.
Five to ten business days back to the original card. If it is late, we follow the money with the merchant, not send you to a call centre.
Questions about this policy?
The desk answers policy questions the same way it answers bookings: a person, a reply, a few hours.