Refunds Policy

Clear, direct guidelines on how and when your funds are returned after a successful cancellation.

This Refunds Policy outlines how Stailonga handles the return of funds once a booking cancellation has been successfully authorized by the property. For details on how to cancel and what makes a booking eligible for a refund, please refer to our Cancellation Policy.

1. Refund Eligibility & Partial Refunds

Because Stailonga operates as a wholesale connection platform, we can only issue refunds when the specific hotel formally authorizes the release of those funds back to our suppliers.

In the event of an early checkout, a downgraded room, or an interrupted stay, any partial refunds are strictly calculated based on the final invoice the hotel submits to our wholesale partners. Stailonga has no authority to override the hotel's calculation or force a refund for nights the hotel considers utilized or penalized.

2. Original Form of Payment & Promotional Credits

All approved refunds will be credited exclusively back to the original credit or debit card used to make the booking. We cannot issue refunds to alternative cards, bank accounts, or third-party payment services under any circumstances.

If a promotional code, voucher, or discount was applied to your booking, you will only be refunded the exact monetary amount charged to your card. Promotional discounts have no cash value and will not be re-issued or refunded.

3. Currency & Foreign Exchange Rates

Stailonga processes transactions in the currency displayed at checkout (typically USD). If your local bank account or credit card operates in a different currency, your bank performs the conversion.

You and your bank are solely responsible for any differences in the refunded amount due to currency exchange rate fluctuations between the date of booking and the date of refund. Stailonga does not refund foreign transaction fees or currency conversion fees charged by your bank.

4. Processing Timelines

Once your cancellation is approved on the Stailonga platform, we immediately authorize our payment processor to release the funds. However, depending on your bank and credit card provider, it typically takes up to 15 business days for the funds to officially clear and appear on your bank statement.

5. Bank Chargebacks & Payment Disputes

If you have an issue with a refund, we ask that you contact our VIP Assistance team first. Initiating a bank chargeback (a payment dispute through your credit card company) immediately freezes the funds and removes our ability to help you.

Delays: A chargeback triggers a formal bank arbitration process that typically takes 30 to 90 days to resolve, entirely bypassing our standard 15-day refund window.
Account Suspension: Filing a premature, unjustified, or fraudulent chargeback while a standard refund is already in progress is a violation of our terms and will result in a permanent ban from the Stailonga platform and the loss of access to future wholesale rates.

6. Need Help?

If your cancellation was approved but you have not seen the funds returned to your account after 15 business days, please reach out to our team with your booking reference number so we can investigate the transaction with our payment processor.

You can reach our dedicated team at any time via our VIP Assistance Portal.

Last Updated: May 2026