Who handles hotel cancellations - the hotel or the booking platform?
In short
- The hotel sets the cancellation policy - they decide the deadline and the penalty.
- The booking platform enforces the policy and processes the refund - cancel through the site you booked with.
- On trip1, your crypto refund is sent back to your wallet via CoinGate within 24-48 hours of the cancellation.
The split responsibility
Hotels and booking platforms split the cancellation workflow:
- Hotel: sets the policy, decides whether to grant goodwill exceptions, releases the room.
- Booking platform: displays the policy at checkout, processes your cancellation request, refunds your payment.
Where to start when you need help
Always contact the booking platform first - they have your payment and they coordinate with the hotel on your behalf. On trip1, that means emailing support with your booking reference. If the hotel needs to grant a goodwill exception, trip1 makes that request to the property.
When to talk to the hotel directly
Direct contact with the property still helps for: letting them know you'll arrive late, requesting room preferences, asking for goodwill they then communicate back to the booking platform. They can't refund your trip1 booking directly.
Related articles
Who handles hotel cancellations - FAQ
Not for third-party bookings. The hotel will tell you to cancel through the platform you booked with - that's where your payment lives.
The hotel sets the cancellation policy and ultimately decides on goodwill exceptions. The booking platform enforces the policy and processes the refund.
Start with the booking platform's support team. On trip1, support can escalate goodwill requests to the property if you have documentation.
Yes for the mechanics. Crypto refunds on trip1 go through CoinGate to your wallet; traditional payments return through the card networks.
Still need help?
Our support team is ready to assist you with any questions.
Still need help?
Our support team is ready to assist you with any questions.