Proudly Canadian1. Start with your booked rate
The cancellation rules displayed for your selected room rate determine the contractual refund, subject to applicable consumer rights. Check the deadline, its time zone, the penalty and any conditions before paying. Different rooms in the same hotel, or in the same trip, may have different rules.
| Rate type | What to check |
|---|---|
| Refundable | Cancel within the stated conditions and deadline. Penalties may apply afterwards. |
| Partially refundable | Cancel within the stated conditions and deadline. Penalties may apply afterwards. |
| Non-refundable | The rate normally carries a full cancellation penalty. Statutory rights and any approved exceptions still apply. |
Do not assume there is a universal 24-hour free-cancellation period for hotel bookings. Any cancellation right provided by law remains available regardless of the label above.
2. Request a cancellation or change
- Locate your confirmation and the conditions for each room you want to change or cancel.
- Use the cancellation channel identified in your confirmation or call 1-866-463-8806. Have your booking reference, lead guest name, hotel and stay dates ready.
- Review the proposed penalty, refund and affected rooms before authorizing a voluntary change.
- Keep the cancellation reference and written status confirmation. If you do not receive an acknowledgement, follow up promptly.
A request and a completed cancellation are different statuses. Contacting the property alone may not update the Stayezo reservation. Notify us of any agreement you reach with the property. These administrative steps do not limit legally valid cancellation notices or statutory rights.
3. Deadlines and time zones
Use the exact date, time and time zone stated in your booking, rather than your computer's clock or home time zone. If no time zone is shown, ask us to clarify. Submit requests as early as possible and retain a timestamped record. We will assess a documented timely request where processing delays occur; this policy does not automatically treat our processing delay as a late request.
4. How the refund is determined
For a voluntary cancellation, the refund reflects the amount actually paid for the cancelled services, less applicable penalties and deductions disclosed for that rate, with refundable taxes and fees handled as required by law. We will provide an itemized outcome. Any applicable cancellation charges are disclosed in your selected rate conditions.
Discounts are not refunded as cash. Refunds cannot exceed the payment attributable to the cancelled services, except where an additional legal entitlement applies. For a partial cancellation, ask for a revised breakdown before proceeding.
5. Where your refund goes
Credit cards
Available card networks are shown at checkout. The cardholder must authorize the transaction. Payment verification or an authorization hold may be required; neither confirms a hotel room. A property may still require an accepted card and identification for its own incidental deposit.
The saving shown at checkout is calculated as 1% of the room subtotal before taxes and fees, rounded up to the next whole Canadian dollar and capped at that subtotal. It is a price reduction, not a cash reward.
The 15-minute review window is a service target, not a guarantee of bank settlement, a room hold or supplier confirmation. A timer ending does not confirm or cancel a booking. If you have sent funds and the booking remains pending, contact us before sending again. We manually verify receipt and supplier acceptance before emailing the confirmation and voucher.
Affirm
Where available, financing is subject to Affirm's eligibility checks, approval and agreement. Review the payment schedule, interest and total cost presented by Affirm before accepting. Financing approval does not itself confirm accommodation. Refunds for Affirm purchases are handled through Affirm as described in our refund policy.
6. Refund status and timing
Cancellation approval, refund submission and receipt of funds are separate steps. We will communicate the approved amount, when the refund is submitted and the expected provider processing time once available. Bank, card and financing processing times vary.
Processing times depend on the payment method and provider. Any statutory refund deadline takes priority; a supplier or payment-provider delay does not remove your legal rights. If an advised date passes, contact us with your cancellation reference so we can trace the payment.
7. No-shows, early departure and changes
Failing to check in, leaving early or using fewer nights can result in the penalty stated in your rate, including the full stay cost. Notify us and the property if you expect to arrive late; missing the first night may cause the remaining nights to be released. Unused nights are not automatically refundable.
Date, guest or room changes depend on supplier acceptance and availability. A change may require cancellation and a new reservation at a different price. We will explain known price differences and penalties before you agree. Do not assume a replacement booking cancels the original one.
8. Unconfirmed bookings and supplier disruptions
If payment is received but the supplier cannot confirm the booking, we will offer available alternatives for your approval or return the collected payment for the unconfirmed booking. We will not apply a voluntary-cancellation penalty merely because we could not confirm the room.
If a hotel closes, is overbooked or cannot honour a confirmed reservation, contact us promptly. We will work with the supplier on an alternative or refund and explain your options. Weather, illness and travel disruption do not automatically change a rate's cancellation conditions; supplier exceptions, insurance coverage and mandatory legal rights may apply.
9. Points and assistance
For help, call 1-866-463-8806 or visit Contact Us. You retain any non-excludable consumer rights and access to applicable complaint or payment-dispute processes. Read this policy together with the Booking Terms and Conditions and your room-rate conditions.