Cancellation and refunds

Every room on sleepntrip can be cancelled for free. This page says until when, what happens afterwards, and how long the money takes to come back.

1 · Your free-cancellation date

Each room shows a date — for example "Free cancellation until 3 October". That date is set by the hotel, it is specific to your booking, and it is repeated on your confirmation. Cancel on or before it and you pay nothing at all.

Cancellation takes effect when we receive your request, by the hour shown on your confirmation in the hotel's local time — not yours. A booking cancelled at 23:30 your time may already be the next day at the hotel.

2 · How to cancel

1. Reply to your confirmation email, or write to hello@sleepntrip.com with your reference number.
2. We confirm the cancellation in writing, usually within a few hours.
3. Keep that confirmation. It is your proof, not the original booking.

A phone call to the hotel is not a cancellation until it is confirmed in writing by us or by them.

3 · After the free date has passed

Once the free window closes, the hotel's own policy applies. It is shown on your confirmation and is typically one of:

• One night charged, the rest refunded;
• The full stay charged, for a booking cancelled very close to arrival;
• No refund for a no-show, or for leaving early once you have arrived.

We will always ask the hotel to waive a charge where there is a genuine reason, but the decision is theirs.

4 · If we cancel

If the hotel cannot honour a confirmed booking — an overbooking, a closure, damage — we will offer you a room of the same or better standard on the same dates, or a full refund, whichever you prefer. We will not move your dates to make a replacement work.

5 · Changing a booking

Changing dates, names or the number of guests depends on the hotel. Where a change is not possible, cancelling within the free window and booking again is usually the cheaper route, and we will say so.

6 · How refunds are paid

Refunds go back to the card or account you paid from. We start a refund within 2 business days of confirming the cancellation. Your bank then takes its own time — usually 3 to 10 business days, occasionally longer for international cards.

Refunds are made in the currency you were charged in. If your bank converted the currency, the amount that returns can differ slightly from the amount that left, because the exchange rate moved. That difference is your bank's, not ours.

7 · Early departure and no-shows

Leaving before your last night is treated by most hotels as a cancellation of the remaining nights at short notice, and is usually not refunded. Tell the hotel and us as soon as you know, and we will try.

8 · If something goes wrong

Raise it with the hotel first, while you are there — it is the only moment a problem can actually be fixed. Then write to us with what happened and any photographs, and we will take it up with the hotel or the supplier on your behalf.