nanaWhen plans change.
REPLACE BEFORE LAUNCH: This page is a beta placeholder. It has not been reviewed by a lawyer and is not the final, binding text.
Your rate has its own rules
The supplier's cancellation deadlines, timezone and penalties apply to the rate you chose. They are shown on the room page, on the final quote and on your booking page. Some rates are non-refundable from the moment of booking.
How to request a cancellation
Open your secure booking link from My bookings and choose cancellation assistance. This sends a request to support. It does not cancel your reservation.
What happens next
Support checks the current penalty with the supplier and asks for your explicit approval. Only then is the reservation cancelled with the supplier. You receive an email when it is cancelled, or when the request is closed and the reservation stays confirmed.
Timing
Deadlines are set by the supplier and keep running while a request is open. If your free cancellation deadline is close, say so in your message and request help as early as possible. Target response time: [response time].
Refunds
Refund eligibility and amount depend on your rate's rules at the time of cancellation. Refunds are issued by the payment provider to the original payment method. Nana does not issue refunds itself and cannot promise a timeline. [Typical refund timing, once confirmed with Nuitee.]
No-shows and early departure
If you do not arrive, or leave early, the hotel can charge according to the rate's rules, up to the full stay.
If the hotel cancels or cannot honour your stay
Contact [support email] straight away with your booking reference. [Operator commitment for relocation or refund, to be agreed with Nuitee.]