How to Cancel a Booking on When the Hotel Does Not Match the Description

Traveling is an exciting experience, but what if the hotel you booked with is not as described? If your reservation is non-refundable, this can be frustrating. However, there are steps you can take to resolve the issue and potentially cancel your booking or receive a change to another hotel. This article will guide you through the process.

Review the Cancellation Policy

Before taking any action, it's crucial to review your booking's cancellation policy. While non-refundable bookings might seem final, there can still be exceptions. If the hotel is significantly different from the advertised description, you might be able to negotiate a cancellation or a change. Make sure to read the policy thoroughly and note any conditions or exceptions mentioned.

Contact Customer Service

offers several channels to contact their customer service:

Website or App: Visit the website or open the app. Log in to your account and navigate to your bookings. Email Support: You can also reach out through the email support system provided on their website. Phone Support: Contact them via phone at their support contact number.

Find your reservation and look for the option to cancel or change your booking. Be prepared to explain the discrepancies and provide any relevant documentation.

Document Evidence

It's essential to document any discrepancies between the hotel advertised and the actual experience. Take screenshots, photos, or videos of the discrepancies, such as unmet amenities, cleanliness issues, or other incongruities. This evidence can be critical in supporting your case for a cancellation or a change.

Request a Resolution

Clearly and politely request a cancellation or the opportunity to stay at another hotel. Be firm but respectful in your communication. Express your dissatisfaction and make your case for a change or cancellation. Remember, the key to success is presenting clear evidence of the mismatch between what was advertised and what you experienced.

Follow Up

If you do not receive a response within a reasonable time, it's important to follow up. This might involve trying to contact them through social media or other communication channels to expedite the process.

Consider Escalation

If your initial requests for a cancellation or change are denied, and you still believe you have a valid case, consider escalating the issue. You may want to:

Contact a consumer protection agency for guidance and support. Leave a detailed review on or any other relevant review platforms to highlight your experience.

While non-refundable bookings can be challenging, booking platforms like often have policies that allow for exceptions in cases where the hotel does not meet the advertised standards. Demonstrating that the hotel did not match what was described can be a ground for cancellation or a change in booking.

Conclusion: Even with non-refundable bookings, there are steps you can take to address discrepancies with the hotel you booked. By following these guidelines, you can increase your chances of resolving the issue to your satisfaction.