Question 1

What is your standard cancellation policy?

Accepted Answer

Our standard cancellation policy applies to all bookings of 28 nights or less:
100% refund if you cancel at least 4 weeks before check‑in
50% refund if you cancel at least 2 weeks before check‑in
No refund if you cancel less than 2 weeks before check‑in

Question 2

What is your cancellation policy for long‑stay bookings (exceeding 28 nights)?

Accepted Answer

For bookings that exceed 28 nights additional rules apply to ensure clarity and fairness.

Cancel before check-in
If you cancel before check‑in, all nights after the first 28 are fully refundable
The standard cancellation policy still applies to the first 28 nights

Cancel after check-in
If you cancel after check‑in, the next 14 nights after the date of cancellation are non‑refundable
Any nights after those 14 nights are refundable but only if they fall outside the first 28 nights of the booking

Question 3

If I pay for my long-stay through installments, is it still counted as one booking?

Accepted Answer

Yes. A booking does not necessarily need to be paid for in one transaction to be classed as a single booking. Where there are consecutive nights booked it will be treated as one booking.

Question 4

How do I request a cancellation?

Accepted Answer

Please fill out the below online form and a member of our team will be in contact to process your cancellation.

Cancellation Request Form – Fill in form

Please note: The cancellation date is based on the timestamp created when filling out the above form. Please save a copy of the form for reference.

Question 5

Can I change the dates of my booking?

Accepted Answer

Yes. Subject to availability, it may be possible to rearrange your booking for an alternative date. If this applies to you, please fill in the below form so that we can discuss this possibility with you

Cancellation Request Form – Fill in form

Question 6

How long do refunds take to process?

Accepted Answer

Refunds are issued to your original payment method and typically take 5–10 business days, depending on your bank or payment provider.

Question 7

Are any fees non‑refundable?

Accepted Answer

Yes. The following may not be refunded:
Third‑party platform fees
Payment processing fees
Charges for services already delivered

Question 8

What do you recommend?

Accepted Answer

Every effort has been taken to design this policy with fairness towards our guests, whilst being mindful of the demands on our business. However, we recognise there may be times when guests need to cancel at short notice, incurring a limited refund or potentially no refund.

Therefore, we encourage all our guests to consider taking out travel insurance for their stay to enable full protection against any unforeseen circumstances.

Cancellation Policy