Refund & Cancellation Policy

Cancellation and refund eligibility depends on the rate plan and cancellation policy displayed at the time of booking. Please review these terms carefully before confirming your reservation.

Refundable rate plans allow free cancellation within the cancellation window specified during booking, typically:

• Cancellation at least 24 hours before the scheduled check-in time (unless otherwise stated)
• Full refund to the original payment method
• No cancellation fee applied within the eligible window

The exact cancellation deadline is shown on your booking confirmation and in your account under My Bookings.

• Non-refundable rate plans are clearly labelled during the booking process.
• No refund will be issued if you cancel a non-refundable booking for any reason.
• Non-refundable bookings may offer a reduced rate in exchange for restricted cancellation terms.
• Changes to dates or room types on non-refundable bookings are subject to hotel approval and may incur additional charges.

• Guests may cancel eligible bookings through the E Stays platform under My Bookings.
• Cancellations can also be requested via email at support@estayshotels.com.
• Hotel-initiated cancellations (e.g., due to overbooking or force majeure) will result in a full refund or alternative accommodation at no additional cost.
• E Stays will notify affected guests promptly in the event of a hotel-initiated cancellation.

• A no-show occurs when a guest fails to arrive on the check-in date without cancelling.
• No-show bookings are charged the full reservation amount.
• No refunds are issued for no-show bookings on non-refundable rates.
• For refundable rates, the no-show may be treated as a late cancellation and may forfeit the refund depending on the rate plan terms.

• Approved refunds are initiated within 5–7 business days of cancellation approval.
• Refunds are returned to the original payment method used at booking.
• Bank processing times may add an additional 5–10 business days before funds appear in your account.
• For payment disputes, contact billing@estayshotels.com with your booking reference number.

If a refund cannot be processed to the original payment method (e.g., expired card), E Stays will contact you to arrange an alternative refund method. Chargebacks initiated without first contacting our support team may delay resolution. Please reach out to billing@estayshotels.com before initiating a chargeback.