Cancellation & Refund Policy

Radical transparency on how we handle changes to your itinerary, hotel rules, and refund processing.

At Stailonga, our mission is to provide you with direct, uninflated access to wholesale hotel rates. Because we bypass traditional middlemen and connect you directly to our suppliers' global inventory, our cancellation policies are strictly dictated by the individual hotels and properties.

Please read this policy carefully before finalizing your booking. By completing a reservation on Stailonga, you agree to the following terms.

1. How to Cancel or Modify a Booking

To ensure your request is processed quickly and properly routed to the hotel, all cancellations must be initiated through the Stailonga platform. Do not contact the hotel directly to cancel, as they cannot authorize refunds for wholesale API bookings on our behalf.

Self-Service: The fastest way to cancel an eligible booking is by visiting the Manage Bookings portal. You will need your booking reference number and the email address used to make the reservation.
Customer Support: If you require assistance, you may contact our VIP Support team. Please note that cancellation windows are time-sensitive, and requests are subject to the timestamp of your submission.

2. Dynamic Hotel Policies & Non-Refundable Rates

We do not enforce a universal cancellation rule. Instead, the specific cancellation window, penalty fees, and refund eligibility are determined entirely by the individual property. These exact terms are presented to you dynamically on the checkout page before you confirm your payment.

Important Note on Secret Member & Wholesale Rates: Because Stailonga secures deeply discounted inventory, many of our most aggressive rates are designated as strictly "Non-Refundable" by the hotel. If you book a non-refundable rate, no refunds will be issued under any circumstances, including travel delays, illnesses, or personal emergencies.

3. Zero Platform Cancellation Fees

Stailonga does not charge any independent administrative fees for processing a cancellation. If you cancel a fully refundable room within the allowed timeframe, you will receive a 100% refund.

However, if a cancellation occurs past the hotel's safe window, or if you modify a booking, the hotel or our supply partner may impose a penalty fee. Stailonga will pass these exact fees on to you at cost. We will never sit on the costs of a supplier-imposed fee, nor will we mark it up.

4. No-Shows and Early Checkouts

No-Shows: If you fail to arrive at the hotel on your scheduled check-in date without prior notification, the booking will be classified as a "No-Show." No-shows are generally strictly non-refundable, and the remainder of your reservation may be automatically cancelled by the hotel.
Early Checkouts: If you depart the property earlier than your scheduled check-out date, refunds for the unused nights are at the absolute discretion of the hotel. Stailonga can only process a partial refund if the hotel formally explicitly grants permission and does not invoice our suppliers for the unused nights.

5. Refund Processing Timelines

Once a cancellation is successfully processed and a refund is authorized according to the property's policy, Stailonga will immediately release the funds back to your original payment method.

Please be aware that depending on your bank, credit card provider, or payment gateway (such as Stripe or PayPal), it typically takes up to 15 business days for the credited funds to officially appear on your bank statement. This processing time is controlled by the financial institutions, not by Stailonga.

6. Force Majeure

In the event of extraordinary circumstances (such as natural disasters, global pandemics, or government-mandated travel bans), Stailonga will work diligently with our suppliers to advocate for our customers. However, any waivers of non-refundable policies during such events remain at the sole discretion of the hotel.

Last Updated: May 2026