Policy

Refund Policy

Clear terms for when plans change. Because each unit is managed by an operating partner, refund terms vary — here's how we handle them on your behalf.

Last updated: June 2026

Our role

Boutique Stays Hospitality is an intermediary between you and the operator who manages the property you book. Payments and final cancellation terms are handled by each operator. We coordinate, advocate, and resolve disputes — but we do not directly hold payments unless explicitly stated in writing.

How a booking is paid

After your inquiry is confirmed, the operating partner who manages your selected property will share their payment instructions. The booking is finalized once the operator receives the agreed deposit or full payment, per their terms.

Operator cancellation policies apply

Each operating partner sets the cancellation window and refund schedule for the units they manage. Common patterns are:

  • Flexible: full refund up to 7 days before check-in.
  • Moderate: 50% refund up to 14 days before check-in, no refund after.
  • Strict: no refund after booking confirmation.

The exact terms applicable to your booking will be shared with you in writing before you pay.

Cancellations by the operator

If the operator cancels your booking (for example, because of a maintenance issue or double-booking), they will refund you in full and we will help locate a comparable alternative at the same dates and price tier, where available.

Changes to dates or unit

We can usually accommodate date changes if requested at least 7 days before check-in, subject to the operator's availability and any rate difference. Changes within 7 days of check-in are at the operator's discretion.

Disputes and complaints

If something goes wrong during your stay, contact us first via WhatsApp (+20 102 2760070) and we will mediate with the operator on your behalf. Most issues are resolved within 24 hours. Where formal resolution is needed, we escalate per the operator's complaint process.

What we will always do

  • Send you the operator's exact refund terms in writing before payment.
  • Help you reach the right contact at the operator if there's an issue.
  • Mediate disputes at no extra cost.
  • Keep a record of every step for your peace of mind.

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