Refund and Returns Policy

Our refund and returns policy lasts for 30 days. If 30 days have passed since your reservation, we unfortunately cannot offer you a full refund or exchange.

Eligibility for Refund:

To be eligible for a refund, you must cancel your reservation within the 30-day period. Refunds can only be processed if the cancellation request is made in accordance with the terms of our policy.

Non-Refundable Reservations:

Additional non-returnable items:

Reservations made during peak periods or special events.
Non-refundable promotional rates or packages.

Proof of Reservation:

To complete your refund request, we require a receipt or proof of reservation. Please do not contact the hotel directly regarding refunds.

Proof of Reservation:

There are certain situations where only partial refunds may be granted:

Cancellations made less than 30 days before the scheduled reservation.
Reservations altered or modified outside of the standard cancellation policy.
Any reservation not canceled in accordance with our terms and conditions.

Refunds

Once your cancellation request is received and processed, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied automatically to your credit card or original method of payment within a certain number of days.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received your refund yet, please:

Check your bank account again.
Contact your credit card company, as it may take some time before your refund is officially posted.
Contact your bank, as there is often processing time before a refund is posted.

If you’ve done all of this and still haven’t received your refund, please contact us at accounting@convenuehotels.com.

Cancellation and Deposit Refunds:

If you request to cancel and refund a deposit without any physical reason for the return, a maximum deduction of 5% will apply. This deduction covers payment processing fees incurred through credit card transactions.

Exchanges

We only accommodate exchanges in the event that your reservation is defective or damaged. If you need to request an exchange for the same reservation, please send us an email at reservations@convenuehotels.com and provide details regarding the issue. We will then instruct you on the appropriate steps to follow.

If your reservation was marked as a gift at the time of booking and was sent directly to 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.