How to cancel or change a booking, what the property's terms mean, and when a refund reaches you.
Last updated 5 September 2026.
Call us on(888) 789-8585, or reply to your confirmation email with your booking reference and what you would like to do. We cancel or change the booking with the property or our booking supplier and confirm it to you by email. We charge you nothing for this.
A cancellation takes effect when we receive it, so if you are close to a deadline, call rather than email. Our cancellation email is your proof; if you have not received one within a few hours, the cancellation has not gone through, and you should call.
A change of dates, room type or property is a cancellation of the existing booking under its own terms and a new booking at the rate available at that moment. Where the property agrees to amend a booking instead, we do that, and any price difference is the property’s figure.
Every rate carries the property’s own cancellation terms. We show them on the room before you choose it, on the payment page before you pay, and on the confirmation. Those terms, not ours, decide what is refunded. They come in four shapes.
Cancel before the deadline on your confirmation and the full amount is refunded, or nothing is charged if you have not paid. The deadline is in the property’s local time. After the deadline the rate becomes non-refundable, or a charge stated on the confirmation applies.
Nothing is refunded once a non-refundable rate has been paid, whatever the reason: illness, weather, a cancelled flight, a change of plan, or a booking made by mistake and not reported within 24 hours. That is the property’s condition of the lower price, and we cannot override it.
We can ask the property for goodwill on your behalf, and we will, but the property decides. Travel insurance is the protection for this.
Some rates refund a stated share, or charge the first night, when cancelled after a date. The confirmation states the amount or the number of nights.
Nothing has been charged, so cancelling within the terms costs nothing and there is nothing to refund. The property may hold a card as a guarantee and may charge it under its no-show or late-cancellation terms, which the confirmation states.
If you do not arrive and have not cancelled, the property’s no-show terms apply. Commonly the whole stay is charged, and on a pay-at-the-property rate the property charges the card it holds. If you will arrive late, tell us or the property, so the room is not released.
If you leave before the end of the stay, unused nights are not refunded unless the property agrees. Ask the front desk before you go; a property is far more likely to agree in person than afterwards.
A refund is made by the party that took the payment, to the card that paid. On a prepaid rate that is our booking supplier, Nuitee Travel Limited, or its payment provider, and the name on the refund line of your statement may be theirs rather thanCallstay’s. We tell you by email when the refund has been issued and how much it is.
Once issued, a refund typically reaches your account in five to ten business days; the exact time is your bank’s. If a card has expired or been closed, the refund still goes to that card account and your bank reroutes it; contact your bank if it has not appeared within fifteen business days of our email.
A refund is made in the currency the booking was charged in. Because of exchange rate movement and your bank’s fees, the amount that returns in your own currency can differ from the amount that left.
Occasionally a property cancels a confirmed booking, or cannot provide the room on arrival. That is the property’s responsibility, and the property or the supplier will normally offer a comparable room nearby at no extra cost. When we are told, we tell you by email and by phone where we can, with the new property’s details.
If no acceptable alternative is offered, we will help you find one and, where you have prepaid, help you obtain a full refund from the supplier for the affected nights. We do not cover the cost of a more expensive replacement, or travel or other costs, except where the cancellation was caused by our own mistake.
Rarely, a payment goes through and the property then fails to confirm the room. We tell you as soon as we know. We either complete the booking, or the payment is refunded in full by the supplier, and we tell you which. Nothing further is owed by either side.
If the confirmation shows something materially different from what you asked for, the wrong property, town, dates, room type or number of guests, tell us within 24 hours of receiving it. We correct the booking at our cost; if it cannot be corrected, we cancel it and secure a full refund, and if a like-for-like replacement for the same dates costs more we cover the difference up to the price of the original booking. The section “When we get it wrong” of our Terms sets this out in full.
The person who made the booking, or a guest named on it who can pass our verification: the booking reference together with the name and the email address or phone number on the booking. We may ask for confirmation by email before acting. We do not act on a request from anyone else, including a family member, an employer or a travel arranger who cannot pass that check, and we are not responsible for a cancellation made by someone you shared the confirmation with.
An extra night is a new booking at the rate available for that night, and it may be in a different room or at a different price from the nights already booked. Ask us and we will quote it.
Early check-in and late check-out are granted by the property on the day, at its discretion and sometimes at a charge. We pass the request on; the property decides. If arriving early or leaving late matters, book the extra night.
A change of guest name is possible on most rates while the booking is ahead of you, and on some it is a cancellation and a new booking. Tell us as early as you can. A booking cannot be transferred to a different person on a non-refundable rate unless the property agrees.
If you booked the wrong dates, the wrong property, or booked twice, tell us within 24 hours of the confirmation. Where the rate is refundable we cancel or change it under its terms. Where it is non-refundable the property’s terms still apply; we will ask the property for goodwill and tell you what it says, and it decides. This is different from a mistake we made, which is covered below.
The property’s terms apply regardless of the reason for cancelling. A property will often show goodwill for a serious reason, especially when asked early and with a document, and we will ask on your behalf. Where a property closes, or a government order makes the stay impossible, the property and the supplier decide what is refunded, and we will pursue it with them. None of this is a promise of a refund. Travel insurance is.
A property may change a room allocation, close a facility for maintenance or the season, carry out building work, or change its name or ownership between booking and arrival. Those are the property’s decisions and are governed by its terms. If a change makes the stay materially different from what was booked, tell us and we will ask the property or the supplier what it offers; a comparable room at the same property, or a comparable property nearby, is the usual remedy.
We recommend travel insurance that covers cancellation and curtailment. It is the only thing that turns a non-refundable rate back into money when a trip falls through. We do not sell it and cannot claim on it for you; if you need documents for a claim, reply to your confirmation and we will send what we hold.