If we cannot confirm your booking
If the operator cannot hold the room after you have paid, the booking is cancelled and everything you paid is returned in full. There is no charge to you in that case.
How a refund is made
Always back to the same card or account the payment came from. We do not refund in cash, and we do not pay a refund to somebody else's account.
How long it takes
We start the refund as soon as the decision is made. After that the timing is your bank's — usually several working days, depending on the card issuer.
If you cancel
What comes back depends on the resort's cancellation terms and how close to arrival you are. Those terms are given to you in writing before you pay — see the booking and cancellation policy.
