Refund and Returns Policy

At Convenue Hotels, we strive to offer a seamless experience, but we understand that plans may change.

Eligibility for Refund:

Full refunds are available if canceled at least 20 days before your check-in date.
Cancellations made within 20 days of check-in will be subject to the hotel’s specific cancellation policy (refund eligibility may vary).
Last-minute reservations (bookings made within 20 days of arrival) are non-refundable.

Non-Refundable Reservations:

✓ 20-day cancellation window for full refunds
✓ Flexible policy for late cancellations (hotel discretion)
✓ Clear non-refundable terms for last-minute bookings.

Proof of Reservation:

To complete your refund request, you must provide a receipt or proof of reservation. Please note that all refund requests must go through Convenue Hotels. Do not contact the hotel directly regarding refunds.

Partial Refunds:

Partial refunds may be granted based on the hotel’s cancellation policy for reservations canceled less than 20 days before the check-in date or for altered reservations.

Refund Processing:

Once we receive and review your cancellation request, we will notify you via email regarding the approval or rejection of your refund. If approved, a refund will be processed, and a credit will be applied to your credit card or original method of payment within a certain number of days.

Late or missing refunds

If you have not received your refund, please follow these steps:

Recheck your bank account.
Contact your credit card company, as it may take time for your refund to post.
Contact your bank, as there may be a processing delay.

If you’ve completed all these steps and still haven’t received your refund, please contact us at accounting@convenuehotels.com.

Cancellation and Deposit Refunds:

If you cancel and request a deposit refund without a valid reason, a deduction of up to 5% may apply. This deduction is intended to cover payment processing fees incurred through credit card transactions.

Exchanges

To request an exchange for the same reservation, please email us at reservations@convenuehotels.com, detailing the issue. We will provide further instructions on how to proceed.

If your reservation was marked as a gift at the time of booking and was made directly by you, you will receive a voucher for up to 40% off your next reservation with us, once the booking is completed. The voucher will be sent to you following the completion of the return process.

If the reservation was not marked as a gift at the time of booking, or if the gift giver had the booking confirmation sent to themselves to pass along to you later, we will issue any applicable refund to the gift giver. In this case, the gift giver will be notified of your return.