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Cancel a reservation and get a refund

Cancel online before your free-cancellation deadline for a full refund of what you paid at booking. Each room is cancelled on its own page.

For guests and familiesUpdated

Step by step

  1. Step 1: Open your reservation

    Use the Manage Booking button in your confirmation email, or look up the reservation with its confirmation number and your email.

  2. Step 2: Check your free-cancellation deadline

    While free cancellation is available, the page shows the date and time to cancel by for a full refund, in Eastern time.

  3. Step 3: Click Cancel Reservation

    The button is near the bottom of the page. It stays there until the evening before your check-in date, when online cancelling closes.

  4. Step 4: Read the refund and confirm

    The dialog shows Full Refund with the amount, or No Refund once the deadline has passed. Click Yes, Cancel Reservation to confirm, or Keep Reservation to stop.

  5. Step 5: Watch for the cancellation email

    The cancellation takes effect right away. A cancellation email goes to the guest on that room, and the hotel is told automatically.

The free-cancellation window

You can cancel for a full refund up to 72 hours before check-in, unless your hotel's terms set a different window. Your reservation page shows the exact deadline for your booking, in Eastern time, and the cancel dialog shows your refund before you confirm.

Late cancellations and no-shows

You can still cancel online after the deadline, until the evening before your check-in date, when online cancelling closes. But if you cancel inside the window, or do not show up, what you paid at booking for that room is not refunded: the first night, its tax and the room's share of the booking fee.

On events with prepaid room charges, the prepaid part for your later nights is still refunded when you cancel late. A no-show keeps that prepaid part too, so cancelling is always better than not showing up.

Cancelling one room of several

Each room has its own confirmation number and its own reservation page. Cancel each room you no longer need on its page. The rooms you keep stay booked, and each cancelled room refunds only its own share.

Common questions

How much do I get back?

Before your deadline, everything you paid at booking for that room: the first night, its tax and the room's share of the booking fee. If you paid extra for a date change, that is refunded too. The dialog shows the amount before you confirm.

How long does a refund take?

The refund goes back to the card you paid with. Refunds typically take 5 to 10 business days to appear on your statement.

I booked several rooms. Can I cancel them all at once?

No. Each room has its own confirmation number and is cancelled on its own reservation page. Use Look Up Another Reservation to move to the next room. Each room's refund is that room's share of what you paid.

What if I cannot make it and do not cancel?

What you paid at booking for that room is not refunded: the first night, its tax and the room's share of the booking fee. On events with prepaid room charges, a no-show also keeps the prepaid part for your later nights, which a late cancellation would have refunded. If your plans change, cancel before your deadline instead.

Can I undo a cancellation?

No. A cancellation cannot be undone, and the hotel is told about it. If rooms are still available, you can book again from your event's booking link.

Can I change my dates instead of cancelling?

Yes, while free cancellation is still available. Use Change Dates on your reservation page.

Read: Change your dates

Can the person who booked cancel a room for someone else?

Yes. The person who booked can open any room on the booking with that room's confirmation number and their own email, then cancel it. The cancellation email goes to the guest named on the room.

Still stuck?

Call or email our support team.

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