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🧭 Handling Complex Situations
Dear guests, we understand that travel plans don’t always go as expected.
In such cases, we always strive to find the best possible solution for you.
Our agreements with property owners, for the sake of full transparency, do not allow us to approve free cancellations or partial refunds on their behalf.
However, in the event of any issue, we will always do our best to help you find an alternative accommodation from our offer.
Price adjustments are only possible once the reservation is officially marked as cancelled on Booking.com, after which our system allows us to process a refund, price correction, or other adjustment.
📑 Contents
🟢 Before Arrival
1️⃣ Cancelling the entire reservation before arrival
2️⃣ Shortening the reservation before arrival
3️⃣ Changing to earlier dates (for reservations of equal or longer duration)
4️⃣ Changing to earlier dates (for reservations shorter than the original)
5️⃣ Changing to later dates
6️⃣ Cancellation due to city tax payment issues
🟡 Before and During Stay
7️⃣ Reducing the number of guests (before or during the stay)
🔴 After Check-In
8️⃣ Dissatisfaction with accommodation
9️⃣ Shortening the reservation during the stay
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🟢 Before Arrival
🟩 1️⃣ Cancelling the entire reservation before arrival
If you need to cancel your reservation, you can do so using the standard procedure on Booking.com – either through the app or by calling Booking.com support.
Important: Requests for free cancellations cannot be accepted due to transparency with property owners and the contractual obligations we have with them; only standard cancellations are valid.
For standard cancellations, the cleaning fee is automatically refunded.
💬 We recommend that you include a kind message through Booking.com, addressed primarily to the property owner, briefly explaining your reason. We forward these messages to owners and Booking.com, and in most cases, when the reason is understandable and human, the owners or Booking.com approve a refund.
💡 Tip: The earlier you request a change or cancellation, the higher the chance your accommodation will be rebooked. In that case, a full refund is almost guaranteed, since most owners are very understanding and usually approve refunds automatically when the unit is rebooked. If not, Booking.com will almost certainly do so.
📈 Our average occupancy rate is 93%, which means most cancelled or modified dates are rebooked quickly, making the chances of a full refund very high.
🟩 2️⃣ Shortening the reservation before arrival
The easiest way to do this is to let us know your guaranteed new check-out date, so that we can immediately open those days for new bookings.
Once you check in, on the same day of arrival (before 10 PM), you must cancel your reservation through the standard Booking.com procedure – via the app or by phone.
If the cancelled days are rebooked, the property owners will approve a refund.
Please note that if the reservation is not officially cancelled, we will not be able to adjust the price, since this option only becomes available once the reservation is officially marked as cancelled in the system.
For standard cancellations, the cleaning fee is automatically refunded.
⭐ Note:
If there are at least 7 days left until your arrival, and you are shortening your reservation by no more than 30% of its total duration, we can approve a shortening request through Booking.com, at the agency’s own risk.
💬 We recommend that you send a kind message through Booking.com, addressed primarily to the property owner, briefly explaining your reason. We forward such messages to the owners and Booking.com, and in most cases, when the reason is understandable and reasonable, the owners or Booking.com approve a refund.
💡 Tip: The earlier you request a change or cancellation, the greater the chance that your accommodation will be rebooked. In that case, a full refund is almost guaranteed, since most owners are very understanding and often automatically approve refunds when the property gets rebooked. If not, Booking.com will almost certainly do so.
📈 Our average occupancy rate is 93%, meaning most cancelled or shortened stays are rebooked quickly, so the chances of a full refund are very high.
🟩 3️⃣ Changing the reservation to an earlier date (for stays of equal or longer duration)
If your new dates are earlier than the original ones and the same apartment is available, you can submit a change request through Booking.com, and we are allowed to approve it automatically and free of charge.
If your new dates are earlier but the original apartment is not available, and the new reservation is for an equal or longer stay, we suggest you book one of our other accommodations directly with us or through Booking.com.
After that, we have the full right to cancel your existing reservation free of charge.
🟩 4️⃣ Changing the reservation to an earlier date (for shorter stays than the original)
If you wish to move your reservation to an earlier date, and the new reservation is shorter than the original, you must make a new booking through our direct link, after which the existing reservation must be cancelled through the standard Booking.com procedure – via the app or by phone.
Important: Requests for free cancellations in this case cannot be accepted, due to our transparency policy with property owners and the contractual obligations we have with them.
Changes or refunds can only be processed after the reservation has been officially cancelled through Booking.com.
In this case, we do not accept new bookings via Booking.com, as we want to avoid the risk of receiving a poor review if the full duration of the original booking cannot be rebooked.
For your existing reservation, we will refund all nights that are successfully rebooked by new guests.
With a standard cancellation, the cleaning fee is automatically refunded.
💬 We recommend including a kind message through Booking.com, addressed primarily to the property owner, briefly explaining your reason. We forward such messages to the owners and Booking.com, and in most cases, when the reason is reasonable and human, the owners or Booking.com approve a refund.
💡 Tip: The earlier you request a change or cancellation, the greater the chance that your dates will be rebooked. In that case, a full refund is almost guaranteed, as most owners are understanding and often automatically approve refunds when the unit gets rebooked. If not, Booking.com will almost certainly do so.
📈 Our average occupancy rate is 93%, meaning most cancelled or changed bookings are rebooked quickly, so the chance of a full refund is very high.
🟩 5️⃣ Changing the reservation to a later date
If you wish to move your stay to a later date in the future, this is considered by the system as a free cancellation of your current booking, which we cannot approve due to transparency towards property owners and our contractual agreements with them.
In this case, we suggest that you book the new stay through our direct payment link.
We do not accept new bookings via Booking.com in such cases, as we want to avoid the risk of a negative review in situations where the original booking dates cannot be fully rebooked.
After you complete the new booking, you must cancel the existing reservation via the standard Booking.com procedure – through the app or by phone, since we cannot approve free cancellations of the original reservation.
For your existing booking, we will refund all nights that are successfully rebooked by new guests.
With standard cancellations, the cleaning fee is automatically refunded.
💬 We recommend including a kind message through Booking.com, addressed primarily to the property owner, briefly explaining your reason. We forward such messages to the owners and Booking.com, and in most cases, when the reason is reasonable and human, the owners or Booking.com approve a refund.
💡 Tip: The earlier you request a change or cancellation, the greater the chance that your dates will be rebooked. In that case, a full refund is almost guaranteed, as most owners are understanding and often automatically approve refunds when the unit gets rebooked. If not, Booking.com will almost certainly do so.
📈 Our average occupancy rate is 93%, meaning most cancelled or changed bookings are rebooked quickly, so the chance of a full refund is very high.
🟩 6️⃣ Cancellation due to issues with paying the city tax
According to Booking.com policies, a security deposit is required before check-in and must be paid by credit card.
It is stated that this payment must be made no later than 7 days before arrival, or immediately in the case of a last-minute booking.
However, we offer additional flexibility – payment can be made up to 24 hours before check-in.
We do not require a security deposit if the city tax is paid in advance via the payment link.
Due to our transparency towards property owners and contractual obligations, the only accepted payment method is online credit card payment.
Cash payments are not accepted.
All of this information can be confirmed directly with Booking.com support or in the automatic messages you received upon booking.
👉 If you are having trouble making the payment, please ask a family member or friend to make the payment on your behalf.
Since these are typically very small amounts, this usually should not be a problem.
If it is not possible to pay the city tax, or the guest is unwilling to pay it, we recommend a standard cancellation as described in Section 1️⃣ (“Full cancellation before arrival”).
❗ Important:
If guests fail to make the required payments according to Booking.com rules, Booking.com usually does not make exceptions, and guests in such cases lose both the accommodation and the payment.
Unfortunately, in such situations, we are unable to assist further, as these are automated platform rules applied by Booking.com.
🟨 7️⃣ Reducing the Number of Guests (Before or During the Stay)
If you wish to reduce the number of guests, this must be done exclusively through the Booking.com app or by calling their customer service.
Unfortunately, we cannot independently approve a refund for the difference in price, as Booking.com charges us the full amount of the reservation regardless of the number of guests.
It is therefore considered that we have received the full amount, which we must forward to the property owners, in line with our transparency policy and contractual agreements with them.
🔴 8️⃣ Dissatisfaction with the Accommodation (Upon Arrival / Check-in Day)
If you are dissatisfied with the accommodation for any reason, you must cancel the reservation through standard procedure – either via the Booking.com app or by calling their customer service.
The app usually allows cancellation only on the first day of check-in.
After that, cancellation is only possible by phone, where you need to state that you wish to cancel the reservation and that you have already left the accommodation.
This is important because otherwise, the reservation will not be officially canceled, and Booking.com will require both sides to resolve the issue directly.
If you are not satisfied with the outcome, the only way to express dissatisfaction will be through a review, without the possibility of a refund, relocation, or discount.
When canceled through the standard procedure, a refund for the cleaning fee is processed automatically.
After cancellation, the guest can choose one of the following options:
a) Remain in the accommodation and agree on a partial refund or discount.
b) Leave the accommodation, and we will refund all unused nights, noting that unused nights are only those during which the guest did not stay in the apartment between 10:00 AM and 12:00 AM.
In exceptional cases, a refund for used nights may also be granted if the guest writes a kind message to the property owner through Booking.com and the owner approves the refund.
c) Leave the accommodation and receive an alternative property from us (depending on availability).
All of the above options are only possible after the reservation has been officially canceled, due to transparency toward property owners and because any financial adjustments within Booking.com are available only once the reservation is officially canceled.
🔴 9️⃣ Shortening the Stay (During the Reservation)
The easiest way to shorten your stay is to inform us of your guaranteed new check-out time, so we can immediately open the remaining days for new reservations.
The reservation must be officially canceled through Booking.com – by calling their support line and stating that you have already checked out.
If the canceled dates are rebooked, the owners will approve a refund.
Please note that if the reservation is not officially canceled, we cannot adjust the price, as this option becomes available only after official cancellation, and due to transparency with property owners, we cannot act otherwise.
When a reservation is canceled through standard procedure, a refund for the cleaning fee is automatically processed.
💬 We recommend sending a kind message via Booking.com, addressed primarily to the property owner, briefly explaining the reason for cancellation. These messages are forwarded to the owners and Booking.com, and in most cases, when the reason is genuine and understandable, the owners or Booking.com approve a refund.
💡 Tip: The earlier you request a change or cancellation, the greater the chance that the accommodation will be rebooked. In that case, the chances of receiving a full refund are almost guaranteed, as most owners are very understanding and often automatically approve refunds when the property is rebooked. If not them, Booking.com almost certainly will.
📈 Our average occupancy rate is 93%, meaning that most canceled or shortened dates are quickly rebooked, so the likelihood of receiving a full refund is very high.