As part of our terms and conditions upon booking, we do not offer refunds. If for matters of our own fault we will occaisionally issue refunds. We aim to process all refunds in a timely manner once we receive all the information needed from our guests. At the moment you can expect to wait up to 28 days for a refund to return to your bank.
Cancellation and Changes FAQs
Here’s our most frequently asked questions regarding cancelling, amending or changing your booking.
If you wish to apply for a refund, please use this form, and include your booking number. Our customer service team will review your application and confirm via email if you are eligible for a refund. We aim to process all refunds in a timely manner once we receive all the information needed from our guests. At the moment you can expect to wait up to 28 days.
You can cancel a booking and swap for a Credit Voucher using our flexible self-service option. Just click ‘My Booking’ on our website using your reservation reference number and book for a future available date. Your voucher will be emailed to you instantly. Please check your spam folder if you have not received it.
If you did not receive your voucher, please double check your spam folder. If you still can’t find it, please use this form and include your booking reference number.
All bookings placed directly with Love2Stay are eligible. Credit vouchers can only be redeemed on the site the initial purchase was made with.
We are unable to issue a voucher for a reservation that has already been cancelled by a guest. However, you can make a booking on our website for any available date. We accept all major credit cards.
Your Credit Voucher is up to the same value of your original booking. This will include any extras or activities which you booked.
You can use the voucher by making a booking online and entering the voucher code. This will automatically reduce the voucher amount from the total cost of your stay, or credit out the balance if the booking is to the same value.
Yes, any amount you have paid will be credited to the voucher.
A voucher may only be redeemed towards a new Love2Stay reservation booking, which is made once you have received the voucher.
The voucher can be used as payment, or part payment, for a new, future booking. It must be redeemed no later than the expiry date displayed on your e-voucher.
You can gift the Credit Voucher to any friend or family if you wish to do so, but the same Terms & Conditions apply.
If the voucher value is higher than the value of the new booking, the remaining balance cannot be utilised on another booking.
You’ll need to pay any difference if the new booking is more expensive.
Reservations booked using vouchers will be subject to the new booking’s regular Terms & Conditions.
Please contact your travel agent for more information.