Cancellation and refunds

Site operator

bookotil.com is operated by:

The principle

Every room is sold under a rate whose cancellation conditions are displayed before payment and repeated on the booking confirmation. Those conditions are the ones that apply, and they belong to each room: a booking covering several rooms can fall under several rates, and therefore several deadlines.

Cancellation is requested from bookotil, which sold you the stay, and any refund comes from bookotil. There is nothing to ask the hotel for.

Flexible rate: free cancellation

Cancellation is free until the deadline shown on your booking, including on the deadline day itself. That deadline is calculated from your arrival date and the number of days the rate provides for; it appears on your confirmation and on the "My booking" page.

As nothing has been charged by that point, there is usually no refund to process: the scheduled charge is cancelled, and if a pre-authorisation has already been placed on your card it is released. The funds become available again within a few working days, depending on your bank.

After the deadline

Once the free-cancellation deadline has passed, the stay is due in full: the amount was charged the day after that deadline, and cancelling gives rise to no refund. There is no partial refund and no first-night-only charge — the whole stay stands.

Record the cancellation from the "My booking" page anyway: the property is informed and the room goes back on sale.

Non-refundable rate

The amount is charged at the time of booking and is not refundable, whether you cancel or fail to arrive. In exchange the rate is offered at a lower price, and it is clearly identified before payment.

A booking at this rate can still be cancelled — the property is then informed and the room goes back on sale — but the cancellation triggers no refund. The screen reminds you of this before you confirm.

No-show

A no-show — you do not turn up at the hotel and you did not cancel — gives rise to no refund, whatever the rate: the stay remains due in full and the property is paid.

If something prevents you from travelling, write to us before the arrival date. A cancellation recorded in time on a flexible rate is always better than a no-show.

Change rather than cancel

Before cancelling, check whether a change is enough: from the "My booking" page you can change the dates, the room type, the number of guests or the number of rooms, up to five changes per booking.

A non-refundable rate does not allow the dates to move, but does allow the other changes. The full rules, including how a price difference is handled, are in our terms and conditions of sale.

How to cancel

From the "My booking" page, using your booking reference and the e-mail address used to book, or by writing to us at the address above. Before you confirm, the screen states exactly what will be refunded — or that there will be no refund.

Cancellation takes effect immediately, is confirmed by e-mail, and the property is informed at the same moment. A booking whose stay has already begun can no longer be cancelled online: write to us.

How refunds are made

A refund that is due is made to the card used for payment, and to no other method: no bank transfer, no voucher, no points. It is calculated at the exchange rate fixed at the time of booking, the same rate used for the charge — so you get back the amount you paid, apart from any fees your own bank applies.

We trigger it without waiting, and within 48 working hours at the latest. How long it then takes to appear on your account depends on your issuing bank, typically five to ten working days; the cancellation e-mail tells you the range of dates to expect it in.

If the charge had not yet been taken — the normal case for a free cancellation on a flexible rate — there is nothing to refund: we cancel the scheduled charge and release any pre-authorisation. The cancellation screen says so explicitly.

Points are not refunded

Reward points used in a booking are permanently consumed at confirmation. They do not come back to your account if the booking is cancelled — including where the card payment is refunded to you in full, and whatever the rate chosen.

The only exception concerns a booking that was never confirmed: a payment abandoned or expired before confirmation returns the points.

If the hotel cannot honour the booking

If a property cannot provide the room booked, we rehouse you in a property of at least equivalent standard and comparable location, at no extra cost, or refund the stay in full, at your choice. That is our commitment as the seller of the stay, and it does not depend on the rate chosen.

Tell us as early as you can, on WhatsApp or by e-mail: the earlier we know, the more comfortable the alternative we can arrange.