How to Get Your Money Back From a Hotel
What hotels will refund and what they won't
A hotel refund depends on why you're canceling and what your reservation terms say. Most hotels offer refunds if you cancel before a deadline — often 24 to 48 hours before arrival, though some require longer notice. If you cancel after that deadline, the hotel keeps your money unless the room was non-refundable to begin with, in which case you get nothing back regardless of when you cancel.
If you show up and the hotel can't provide what you booked — no room available, major maintenance issues, or conditions that make it unsafe — you have grounds for a refund. The same applies if the hotel closes unexpectedly or if you booked through a third party (like Expedia or Booking.com) and the hotel never received your reservation. Refunds for these situations are not automatic; you have to request them and sometimes push back.
Partial refunds are less common. Hotels rarely refund part of your stay if you leave early by choice, though some will if you report a serious problem — a broken air conditioner, no hot water, or a room that doesn't match what was advertised — and give them a chance to fix it before you leave.
Key Takeaways
- Cancellation refunds depend on the cancellation deadline in your booking confirmation, which is usually 24 to 48 hours before arrival but can be longer.
- Non-refundable rates mean the hotel keeps your money no matter when you cancel, so check your confirmation email to see which rate you booked.
- If the hotel can't provide your room or the conditions are unsafe, request a refund in writing and include photos or documentation of the problem.
- Third-party booking sites (Expedia, Booking.com, Hotels.com) handle refunds differently than direct hotel bookings, so contact the site you booked through first.
- Credit card chargebacks are a last resort if the hotel refuses a legitimate refund claim and you've documented the issue.
How to request a refund from the hotel directly
Start by finding your confirmation email — it contains your reservation number and the cancellation policy. Read the policy carefully. If you're within the cancellation window, you can usually cancel online through the hotel's website or app, and the refund processes automatically within a few days to a week.
If you're outside the cancellation window or if you're requesting a refund for a problem with the room or service, call the hotel's front desk or the main reservations line. Have your reservation number ready. Explain the issue clearly: "I booked a room with a king bed and was given a double, and I'd like a refund for the night" or "The air conditioning didn't work and I left after one night." Be specific about what went wrong and what you want — a full refund, a partial refund, or a credit toward a future stay.
If the front desk says no, ask to speak with a manager. Managers have more authority to approve refunds, especially if you can show the problem was the hotel's fault. Keep notes of who you spoke with, the date, and what they said. If they still refuse, send an email to the hotel's general manager or customer service address with your reservation number, the date of your stay, what went wrong, and what you're requesting. Include photos if you have them — a dark room, broken furniture, or water damage helps your case.
Refunds through third-party booking sites
If you booked through Expedia, Booking.com, Hotels.com, or another travel site, the refund process goes through that site, not the hotel directly. Log into your account on the booking site, find your reservation, and look for a "Cancel" or "Modify" button. The site will show you whether you can cancel for a refund and by what date.
If you're past the cancellation deadline or if you're disputing a charge, contact the booking site's customer service. Most have live chat, email, or phone support. Explain the situation — you canceled late, the hotel didn't provide what you booked, or you were charged twice. The booking site acts as a middleman; they can pressure the hotel to refund you or issue a credit themselves if the hotel won't cooperate.
Booking sites sometimes refund faster than hotels do, but they also sometimes pass the buck back to the hotel. If the site tells you to contact the hotel directly, you can do that, but also follow up with the booking site in writing (email) so there's a record. If neither the site nor the hotel refunds you within 30 days, you can dispute the charge with your credit card company.
Disputing a charge with your credit card company
If you've requested a refund from both the hotel and the booking site and been refused, or if weeks have passed with no response, you can file a dispute with your credit card company. This is called a chargeback. Call the number on the back of your card and tell them you want to dispute the charge. They'll ask you to explain what happened and may ask for documentation.
Gather everything: your confirmation email, cancellation policy, screenshots of the booking site showing the cancellation deadline, photos of the problem (if applicable), and copies of emails you sent to the hotel or booking site. The credit card company will contact the hotel or booking site to ask why they refused your refund. If the company can't justify keeping your money, the card company will reverse the charge and credit your account.
This process usually takes 30 to 90 days. The hotel or booking site can dispute the chargeback, so having documentation is critical. Keep everything organized and be ready to provide it if asked. Note that some credit card companies charge a fee for filing a dispute, though many waive it if you win.
When the hotel is closed or goes out of business
If you booked a hotel that has since closed or filed for bankruptcy, getting a refund is harder. If you booked directly with the hotel, contact the hotel's parent company or management group — most hotels are part of a chain, and the corporate office may process refunds for closed locations. Look up the parent company on the hotel's website or through a search.
If you booked through a third-party site, contact that site immediately. They often have insurance or reserve funds for situations like this and may refund you even if the hotel is gone. Provide your confirmation number and explain that the hotel is closed.
If neither the hotel's parent company nor the booking site will refund you, file a dispute with your credit card company. Include proof that the hotel is closed — a news article, a message on the hotel's website, or a screenshot showing the location is no longer operating. Credit card companies are more likely to side with you in these situations because the merchant clearly cannot fulfill the service.
Partial refunds and credits instead of cash back
Some hotels will offer a credit toward a future stay instead of a cash refund. This is common when you cancel late or when the hotel is trying to keep your business. Whether you accept depends on whether you plan to stay there again and whether you trust the credit will be honored.
If you want cash back and the hotel offers only a credit, you can push back. Explain that you need a refund, not a credit, and ask them to reconsider. If they still refuse, you can dispute the charge with your credit card company — the company will likely side with you because a credit is not the same as a refund.
For partial refunds — say, you stayed two nights but want money back for one — the hotel will usually calculate this as the nightly rate minus any fees. Ask them to show you the math. If the rate was $150 per night and you want a refund for one night, you should get $150 minus any non-refundable resort fees or taxes that apply. Don't accept a partial refund that doesn't account for what you actually paid.
What to do if you paid in cash or with a debit card
Cash refunds are slower and harder to track. If you paid cash at check-in, ask the hotel to process a refund to your credit card instead — most will do this if you provide the card number. If they insist on a cash refund, get it in writing: ask them to write down the amount, the date, and the reason for the refund, and have them sign it. Take a photo of this document.
If you paid with a debit card, the refund will go back to your bank account, but it can take 5 to 10 business days to appear. If it doesn't show up after two weeks, contact your bank and ask them to trace it. Provide the hotel's name, your reservation number, and the date you requested the refund.
Debit card disputes are also possible but take longer than credit card disputes — sometimes 60 to 90 days. Your bank may also put a temporary hold on your account while they investigate, which can affect your balance. If possible, use a credit card for hotel bookings so you have more protection and faster dispute resolution.
Frequently Asked Questions
Can I get a refund if I booked a non-refundable rate?
Non-refundable rates mean the hotel keeps your money if you cancel, but there are exceptions. If the hotel closes, can't provide your room, or if conditions are unsafe, you may still have grounds for a refund. Contact the hotel and explain the situation. If they refuse, you can dispute the charge with your credit card company, though success is not may provide with non-refundable bookings.
How long does a hotel refund take?
Refunds processed online usually appear in 3 to 7 days. Refunds requested by phone or email can take 1 to 2 weeks. If you booked through a third-party site, add another 3 to 5 days because the site has to process it before sending it to your bank. If your refund doesn't appear after 14 days, contact the hotel or booking site to confirm it was processed.
What if the hotel says the room was already sold to someone else after I canceled?
This doesn't matter. If you canceled within the cancellation window, you're may have access to to a refund regardless of whether the hotel resold the room. The cancellation policy exists precisely so the hotel can resell without refunding you — but only if you cancel after the deadline. If you canceled on time, the hotel's ability to resell is their gain, not a reason to keep your money.
Can I dispute a charge if I simply changed my mind about the trip?
If you canceled after the deadline and the rate was refundable, you have no grounds for a dispute — you chose to cancel late. If the rate was non-refundable, you also have no grounds. Credit card companies will not override the hotel's cancellation policy just because you regret your booking. Disputes work only if the hotel failed to provide the service or violated the terms you agreed to.
What if the hotel charged me twice by mistake?
Contact the hotel immediately and ask them to reverse the duplicate charge. Provide your reservation number and the dates of both charges. Most hotels will process this quickly once they see the error. If they don't, contact your credit card company and file a dispute for the duplicate charge. Include screenshots showing both charges on your statement.