HOTLENO
Cancellation and refund policy
This policy explains how cancellation requests and eligible refunds are handled for hotel bookings made through HOTLENO.
Rate conditions
Each room rate can have different cancellation and amendment rules. Review the applicable conditions before booking, especially the cancellation deadline and any penalty amount.
Requesting a cancellation
Signed-in customers can request help from their booking page or the support center. A cancellation request is not complete until its status is confirmed by HOTLENO and, where required, the relevant provider.
Hotel and provider processing
Some cancellation requests must be sent to the hotel or travel provider. Processing time and final approval depend on their systems, rules, and the booking status.
Refund eligibility
A refund is available only when permitted by the rate conditions and confirmed cancellation outcome. Any applicable cancellation penalty or used portion of a service may be deducted.
Non-refundable bookings
A non-refundable booking may not qualify for a refund after confirmation. Exceptional requests can be reviewed, but approval is not guaranteed and remains subject to the hotel or provider.
Refund timing
Approved refunds may require additional processing time by the payment provider and the customer's financial institution. HOTLENO does not promise a fixed completion date when external processing is involved.
Getting help
If the displayed status is unclear or travel is approaching, create a support ticket and include the booking reference. The support team can review the internal booking and provider status.