When you make a reservation, you pay us a deposit. In return, we take your room off the diary and hold it exclusively for you. Your deposit is your guarantee that the room is reserved for you, and it is our protection against guests who make bookings and fail to honour them.
For this reason, if you have to cancel, regardless of your reasons, your deposit is non-returnable, except when we are able to re-let your room. You should tell us as soon as possible if you find out you can’t travel. The more time we have to re-let your room, the better the chance of you getting your deposit back.
If we re-let your room, and your booking was less than 90 days old, we can refund directly to your payment card with no fee. If your booking was more than 90 days old, there are payment processing fees we cannot recover and your refund will be net of those fees.
We recognise most people don’t cancel a holiday except in extreme circumstances but we must advise you that we do not make any exceptions to our cancellation policy. It is the best way of treating all parties equally and fairly. We recommend travel insurance as the best means of dealing with the unexpected, and will gladly re-issue any receipts for money you have paid to us, to help you make a claim from your insurer.