Why is a refund not guaranteed?
Modified on: Wed, 14 April 2021
MobyTrip is a 3rd party booking company that does not have a direct relationship with hotels. We are integrated with a number of biggest wholesalers of hotel rooms and select the cheapest rates to save our customers money. Sometimes these rates have a limited refund window or no refund window. For each booking, for each room, where there is a free cancellation time, these terms are preapproved by all partners, so your refund request if done during free cancelation time, will be executed immediately and you will have your money credited back to your original payment card, or a pending transaction canceled.
If your cancellation request reached us post-free cancellation time, or booking is stated as non-refundable, we need to start a negotiation process with all the parties involved. This negotiation is still necessary even with the hotel's approval, as our travel partners have different cancellation policies. While we do our best to negotiate, some travel partners may reject our cancellation request and charge for your booking. In such cases, MobyTrip is unable to grant a refund.