Talk to a real human

Changing or cancelling a stay

Open Trips in your account. Where the rate you booked allows cancellation, you can do it there and the dialog will show you the terms you agreed to at checkout, including anything the property will keep.

If the rate is non-refundable, cancelling in the app will not make it refundable — but email us anyway. Properties sometimes make exceptions for illness, bereavement or a genuine mistake, and asking on your behalf is something we can do.

Date changes are not self-service. Email us with the booking and the dates you want and we will find out what is possible.

Payments and refunds

Payment is taken by Nuitée, our supply partner, who is the merchant of record for your stay — so the charge on your statement carries their descriptor, not ours, which is the single most common reason people write in.

Refunds are issued by them too, on the timetable of the rate you booked. If you are owed one and it has not arrived, tell us and we will chase it.

Special requests

Accessible rooms, pet arrangements, late check-in, a cot, adjoining rooms: tell us before you travel and we will pass it to the property. Be aware that a request is a request — the property confirms it, not us, and we will tell you plainly if they decline rather than let you find out at the desk.

Signing in

You can sign in with an email address and password or with Google. If you booked as a guest and later create an account with the same email, that booking appears under Trips automatically.

Password reset emails arrive within a few minutes. If one does not, check spam before writing in — and if it still has not come, tell us, because that is a fault worth knowing about.

Something looks wrong

A price that changed between pages, a photo that does not match the room, a booking missing from Trips: send the details and, if you can, a screenshot. Reports like these are how most of the site’s bugs have been found so far.