Cancellation policy

We show one rate for each room: the one that costs you least in all, counting any tax paid at the hotel. That is usually a non-refundable rate, sometimes one with free cancellation, and the rate says which before you pay. Any tax or fee the hotel charges at the property is shown separately, as “paid at the hotel”.

Once you have booked a non-refundable rate, it cannot be cancelled, changed or refunded, including if your plans change or you do not arrive.

This is stated in the rate and again at checkout, and in your confirmation email. Please check your dates, guest names and the number of guests before you pay.

When the rate we show for a room has free cancellation, it is labelled “Free cancellation”. The last date and time you can cancel is shown at checkout, on the confirmation page and in your confirmation email.

• To cancel, contact us with your booking reference (SFL-XXXXXX) before the deadline: through the Help page, at [email protected], or by replying to your confirmation email.
• A request counts when it reaches us. If it arrives before the deadline, we cancel the booking free of charge, even if we handle it after the deadline has passed.
• The deadline, with its time zone, is the last moment to cancel free of charge. Some rates charge part of the price after it; we treat any request after the deadline as for a non-refundable booking.
• We confirm every cancellation by email.
• We refund the amount you paid to the card you used, in the currency you paid. It can take a few working days to appear, depending on your bank.

We cannot change the dates or the room of a confirmed booking. For a refundable booking you can cancel before the deadline and book again. If a guest name has a spelling mistake, contact us as soon as you notice and we will ask the hotel to correct it; we cannot promise the hotel will agree.

Amounts you pay to the hotel at the property, shown as “paid at the hotel” when you book, are settled with the hotel and are not part of what we charge or refund.

If a hotel cannot honour your confirmed booking, we contact you as soon as we know. We either find you an equivalent stay or refund you in full.

For other exceptional circumstances, such as illness or travel disruption, contact us and we will ask the hotel to help. We cannot promise the outcome, because it depends on the hotel’s own rules.

If you pay but we cannot confirm your room, the page tells you not to pay again and we check the booking by hand. Within 24 hours we email you either your confirmation or to say we could not book the room, and in that case you get the full amount back on the card you paid with.

This policy is part of our terms of service.