This policy explains how cancellations, changes and refunds work for VIP Hotel Card membership and for stays booked against your card. It sits alongside our Terms & Conditions; where a partner hotel's own on-property terms differ, theirs apply to your stay.
1. Nights are not cash
Your membership includes pre-paid nights. Rooms are never sold or priced on the platform, so a cancelled stay is settled in nights, not money — no room charge is taken and none is refunded. Night entitlements have no cash value and cannot be exchanged for cash.
2. Cancelling a booking
Onaylanmış bir rezervasyonu üye alanınızdan iptal edebilirsiniz. Girişten 72 saat öncesine kadar iptal ücretsizdir ve tüm geceler kartınıza geri döner. Girişe 72 saatten az kala veya gelmeme durumunda bir gece düşülür ve kalan uygun geceler kartınıza geri döner. Tarih değişikliği iptal ve yeni rezervasyon sayılır.
3. Membership fee
The annual membership fee is what you pay for the card and its entitlements. It is non-refundable once the card is activated, except where required by law. If we withdraw an invitation before activation, any amount paid is returned in full.
4. Instalments and online payments
Where a card is paid by instalments, amounts already collected are applied to your contract and are non-refundable. If an online payment is charged in error or a duplicate is taken, the amount is refunded to the original card through the payment provider; bank settlement typically completes within 7–10 business days.
5. Cancellation by us or the hotel
If we or a partner hotel cancel a confirmed stay for reasons within our control, the nights deducted for that stay are returned to your card in full with no penalty. We are not liable for events outside our control (force majeure).
6. How to request a refund or review
For anything not handled automatically in your member area — a duplicate charge, a disputed penalty, or a cancellation on our side — contact the membership desk with your voucher reference. We aim to review requests within 3 business days.
Şuna da bakın Gizlilik Politikası.