What happens if the hotel cancels my booking?
You get a full refund, including on non-refundable rates, and trip1 support helps you find a comparable property. CoinGate returns the funds in 24-48 hours.
Updated
Having a hotel cancel on you is stressful, particularly close to a trip. It is rare, it is not your fault, and you are not left carrying the cost.
Why hotels cancel
The usual reasons are overbooking, a burst pipe or other maintenance failure, a refurbishment that overran, or a change of ownership. A property can also close permanently between your booking and your arrival.
What to do first
- Keep the cancellation message from the hotel or trip1, because it is the evidence for everything that follows.
- Contact trip1 support with your booking reference and tell us your dates, budget, and preferred area.
- Check your wallet 24 to 48 hours later to confirm the refund arrived at the address you paid from.
If the replacement costs more
Last-minute rooms in the same area often cost more than the one you lost. Send trip1 support the receipt for the replacement, and where the hotel is at fault we take the difference up with the property on your behalf.
If you are already at the hotel and being turned away, ask the front desk to walk you to an equivalent property at their cost, then call us while you are still standing there.
When a hotel cancels your booking - FAQ
Yes. When the cancellation comes from the hotel you are refunded in full, including non-refundable rates.
CoinGate sends it to the wallet you paid from, usually within 24-48 hours of the cancellation being confirmed.
Contact support and we will help you find a comparable property nearby. Tell us your budget and dates so we can move quickly.
Send trip1 support your rebooking receipt. Where the hotel is at fault we take the claim up with the property on your behalf.
