121 King Str, Melbourne Victoria info@skylinehotel.com
1-(000)-000-0000

1. Overview

At HotelProBook, we understand that travel plans can change unexpectedly. This Cancellation Policy explains how to cancel or modify your hotel reservation, applicable deadlines, potential fees, and your rights as a customer. Each hotel sets its own cancellation terms, which are clearly displayed during the booking process. By completing a reservation through our Platform, you agree to the cancellation policy associated with your chosen rate plan.

2. Types of Cancellation Policies

HotelProBook offers bookings with different cancellation terms. The specific policy for your reservation will be shown before you confirm payment:

  • Free Cancellation: You can cancel your booking without any penalty up to a specified deadline (typically 24 hours, 48 hours, or 7 days before check-in). After the deadline, the full booking amount may be charged with no refund.
  • Non-Refundable: These bookings offer lower rates but cannot be cancelled, modified, or refunded for any reason. The full amount is charged at the time of booking, and no refunds are issued for cancellations or no-shows.
  • Partial Cancellation: Some hotels allow cancellation with a partial penalty (e.g., one night's stay or a fixed fee). The specific refund amount will be displayed at booking.
  • Pay at Hotel / Free Cancellation: You provide credit card details to guarantee the booking but pay upon arrival. Cancellation is free until the deadline. If you cancel late or no-show, the hotel may charge a penalty (usually one night).
  • Long-Term Stay Policy: Bookings of 7+ nights or extended stays may have special cancellation terms (e.g., 14-30 days notice required). These terms are shown during checkout.

3. How to Cancel Your Booking

Cancelling your reservation through HotelProBook is simple. Follow these steps:

  • Log into your HotelProBook account.
  • Go to "My Bookings" or "My Trips."
  • Find the reservation you wish to cancel and click "Cancel Booking" or "Modify."
  • Review the cancellation terms, including any fees or refund amounts.
  • Confirm your cancellation. You will receive a confirmation email.
  • If you booked as a guest (without an account), use the "Manage Booking" link in your confirmation email.

Alternatively, contact our customer support team 24/7 at 1-(000)-000-0000 or email cancellations@hotelprobook.com for assistance.

4. Cancellation Deadlines & Time Zones

All cancellation deadlines are based on the hotel's local time zone, not your time zone or the time zone of your device. For example, if your booking has a free cancellation deadline of "3 days before check-in at 11:59 PM hotel time," you must cancel before that exact time. We recommend cancelling at least 24 hours before the deadline to account for any technical or processing delays. Cancellations submitted after the deadline will be treated as late cancellations, and the hotel's late cancellation fee will apply.

5. Late Cancellations & No-Show Fees

If you cancel after the free cancellation deadline or fail to arrive for your stay (no-show), the following fees typically apply:

  • Late Cancellation: Most hotels charge the first night's room rate plus tax as a penalty. Some may charge the full booking amount.
  • No-Show: If you do not check in on your scheduled arrival date without prior cancellation, the hotel will charge the full booking amount or the first night's rate (depending on the policy). No refund will be issued for unused nights.
  • Non-Refundable Bookings: Late cancellations and no-shows receive no refund whatsoever.

If you are running late for check-in, contact the hotel directly to avoid a no-show charge. Many hotels will hold your room if you notify them of a late arrival.

6. Modifying Your Booking

If you need to change your travel dates, room type, or other booking details, you have several options:

  • Date Changes: Many hotels allow date changes without penalty, subject to availability and potential rate differences. If new dates are more expensive, you pay the difference. If cheaper, the difference may be refunded (depending on the policy).
  • Room Type Changes: Upgrading or downgrading rooms is possible subject to availability. Price differences will be charged or credited accordingly.
  • Guest Name Changes: Most hotels allow name changes on the reservation at no cost.
  • Shortening Your Stay: Reducing the number of nights is typically treated as a cancellation of those nights. Standard cancellation deadlines apply to the shortened portion.
  • Extending Your Stay: Adding extra nights is subject to availability and current rates.

To modify a booking, log into your account or contact our support team. Modifications made after the free cancellation deadline may incur fees.

7. Group Booking Cancellations

For group bookings of 5 or more rooms, special cancellation policies apply. These are communicated at the time of booking and typically require longer notice (e.g., 30-60 days before arrival). Group cancellation terms vary by hotel. To cancel a group booking, contact our group sales department at groups@hotelprobook.com or call 1-(000)-000-0000 ext. 2.

8. Emergency & Exceptions

HotelProBook understands that emergencies happen. While non-refundable bookings are generally not eligible for refunds, we will review emergency cancellation requests on a case-by-case basis. Qualifying emergencies may include:

  • Serious illness, injury, or death of the traveler or immediate family member (documentation required).
  • Jury duty or court summons (documentation required).
  • Military deployment or orders (documentation required).
  • Natural disasters, government-ordered evacuations, or declared public health emergencies at the destination.

To request an emergency cancellation, email emergency@hotelprobook.com with your booking number and supporting documentation. Approval is not guaranteed and is at the hotel's discretion. Travel insurance is the best protection for unexpected cancellations.

9. Cancellation Fees & Charges

When you cancel a booking, the following fees may apply:

  • Hotel Penalty: Determined by the hotel's cancellation policy (e.g., one night's stay, 50% of booking, or full amount).
  • Service Fee: HotelProBook does not charge cancellation fees. However, bookings made through third-party partners may have separate fees.
  • Payment Processing Fees: Some payment methods have non-refundable processing fees (typically 2-3% of the transaction amount).
  • Currency Conversion Fees: If your refund involves currency conversion, your bank may charge conversion fees. These are not refundable by HotelProBook.

10. Travel Protection & Cancel for Any Reason

To protect against unexpected cancellations, we strongly recommend purchasing travel protection insurance at checkout. Some plans offer "Cancel for Any Reason" (CFAR) coverage, which allows you to cancel for any reason not otherwise covered and receive a partial refund (typically 50-75% of prepaid expenses). CFAR must be purchased within 14-21 days of your initial booking and requires cancellation at least 48 hours before check-in. Review your travel insurance policy carefully for terms, exclusions, and claim filing procedures.

11. Partial Cancellations

If you have booked multiple rooms or a long stay and wish to cancel only part of your reservation:

  • Partial Room Cancellation: Cancelling some rooms from a multi-room booking is treated as separate cancellations. Each room's cancellation policy applies individually.
  • Partial Night Cancellation: Reducing the length of your stay may be subject to the hotel's early departure policy. Some hotels charge a fee for shortening your stay after check-in.
  • Partial Guest Cancellation: Removing guests from a reservation typically does not incur fees, but the room rate may be adjusted.

Contact our support team for assistance with partial cancellations.

12. Cancelling Bookings Made Through Third Parties

If you booked your hotel through a third-party partner (e.g., airline package, tour operator, corporate travel agent), you must cancel directly with that third party. HotelProBook cannot modify or cancel bookings made outside our Platform. Please refer to your confirmation from the third party for their cancellation policy.

13. Force Majeure & Government Restrictions

In the event of a force majeure event (natural disaster, pandemic, war, terrorism, or government-imposed travel restrictions) that makes it impossible or illegal to travel to your destination, HotelProBook will work with hotels to offer flexibility. Options may include:

  • Future travel credits valid for 12-24 months.
  • Date changes without penalty (rate differences may apply).
  • Partial refunds at the hotel's discretion.

Refunds are not guaranteed during force majeure events. Travel insurance is recommended to cover these situations. Proof of the event (e.g., government travel ban, flight cancellation notice) may be required.

14. How to Contact Us About Cancellations

Our dedicated cancellation support team is available 24/7 to assist you:

When contacting us, please have your booking confirmation number and the email address used for the reservation ready. This will help us assist you quickly.

15. Policy Updates

HotelProBook reserves the right to update or modify this Cancellation Policy at any time. Changes will be effective immediately upon posting on this page. Your continued use of our Platform after any changes constitutes your acceptance of the revised policy. Material changes will be communicated via email or prominent notice on our website. The cancellation policy that applies to your booking is the one in effect at the time you made the reservation.