At HotelProBook, we want you to book with confidence. This Refund Policy explains the circumstances under which refunds are issued for hotel bookings made through our Platform. Please read this policy carefully before making a reservation. Refund eligibility depends on the specific hotel's cancellation policy, the rate plan you selected, and the timing of your cancellation request.
HotelProBook offers two main types of booking rates:
To request a refund for an eligible booking, follow these steps:
Refund requests must be submitted before or on the cancellation deadline shown on your booking confirmation. Requests submitted after the deadline will be honored only at the hotel's discretion.
Once your cancellation is confirmed and approved, HotelProBook will process your refund within 5-10 business days. However, the time it takes for the refund to appear in your account depends on your bank or payment provider:
If you have not received your refund after 15 business days, please contact our support team.
The following situations may result in partial or no refund:
If a hotel overcharges you, bills you for incorrect services, or fails to provide the room type you booked, HotelProBook will work with the hotel to resolve the issue. You must notify us within 7 days of check-out to dispute any charges. Provide your booking confirmation, receipts, and any supporting documentation. Once we verify the error, we will facilitate a refund for the overcharged amount.
In the event of unforeseen circumstances beyond your control or the hotel's control—such as natural disasters, pandemics, government-imposed travel bans, airline strikes, or extreme weather events—HotelProBook will evaluate refund requests on a case-by-case basis. While non-refundable bookings are generally not eligible for refunds, we may negotiate with hotels to offer travel credits, date changes, or partial refunds during declared emergencies. Proof of the qualifying event (e.g., government order, flight cancellation notice) may be required.
To protect against unforeseen cancellations, we strongly recommend purchasing travel insurance at the time of booking. Travel insurance can cover:
HotelProBook partners with trusted travel insurance providers. You can add insurance during the checkout process. Refund requests covered by travel insurance should be filed directly with the insurance provider.
If you dispute a charge with your bank or credit card company (chargeback) without first requesting a refund through HotelProBook, we reserve the right to contest the chargeback with evidence of the hotel's cancellation policy and your agreement at the time of booking. To avoid delays, always contact our customer support team first. Unauthorized chargebacks may result in account suspension and collection efforts.
The following fees and charges are non-refundable under any circumstances:
Bookings made using promotional codes, loyalty points, or special discounts are subject to the same cancellation policies as standard bookings. However:
For refund inquiries, disputes, or assistance with a cancellation, please reach out to our dedicated refunds team:
When contacting us, please have your booking confirmation number, email address used for the reservation, and the name on the booking ready. This will help us resolve your request faster.
HotelProBook reserves the right to update or modify this Refund 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.