Cancellation Policy
How changes, cancellations and refunds work for stays arranged with our help.
Because HotelSuport is an independent booking assistance service, the cancellation terms for your stay are set mainly by the hotel and the rate you choose. This policy explains how that works and how our own service fees are treated.
Always check your rate's cancellation deadline. Contact us before it passes and we'll explain your options.
1. Rate types
- Flexible rates can usually be cancelled or changed without penalty until a deadline — often 24 to 72 hours before check-in, local hotel time.
- Partially flexible rates may allow cancellation for a fee, such as one night's room rate plus tax.
- Prepaid or non-refundable rates are typically lower but may not allow changes or refunds.
- Group and event bookings often have their own deposit, attrition and cancellation terms.
2. Making a change
Date or room changes depend on availability and the rate's rules. A change may result in a different nightly rate. We'll explain any difference, penalty and service fee before changing your reservation.
3. Late arrival and no-shows
If you'll arrive after the property's usual check-in time, let the hotel or us know. If you don't arrive and haven't cancelled in time, the hotel may charge a no-show fee and may cancel the remaining nights.
4. Early departure
Leaving earlier than planned may result in a charge from the hotel, depending on its policy and your rate.
5. Our service fees
Our service fees cover the work involved in researching, arranging and managing reservations. Unless stated otherwise at the time of booking or required by law, service fees for completed work are non-refundable, including if the reservation is later cancelled. If we make an error with your reservation, we'll work with you to correct it without an additional service fee.
6. How refunds are paid
Eligible refunds of hotel charges are issued by the hotel or accommodation supplier, usually to the original payment method. Processing times depend on the supplier and your card issuer.
7. Property closures or relocation
If a property cannot honor your reservation, the hotel is responsible for offering alternatives or a refund under its policy. We'll do our best to help you understand and pursue your options.
8. How to cancel or change
Call 877-360-4334 for the quickest help, or email support@hotelsuport.com with the guest name and reservation number. For arrivals within 48 hours, please call.