❗ Important
If your booking shows "Free Cancellation" and you're still within the stated cancellation window, you can cancel it yourself for a full refund.
If the free cancellation window has passed, a cancellation fee may apply, or the booking may become non-refundable, depending on the hotel’s policy.
Some promotional or non-refundable rates can't be cancelled or refunded at all. Always check the cancellation terms on your booking before proceeding.
Step-by-Step Guide to Cancelling Your Hotel Booking
Step 1: Locate Your Booking
Log in to your Pelago account on the website (Pelago.com) or the Pelago App.
Go to Bookings from the side menu.
Find and click on the hotel booking you wish to cancel.
Step 2: Check Terms and Start Cancellation
On the booking details page, scroll to the bottom section displaying your cancellation terms.
Review the cancellation window to check if a free cancellation applies or if any fees apply.
Click on the Cancel booking button.
Step 3: Choose Reason and Confirm
In the pop-up window, select your reason for cancellation from the drop-down menu (e.g., "My travel plans have changed").
Review the final refund breakdown shown on the screen.
Click Cancel booking to confirm.
Once submitted, you will instantly receive a cancellation confirmation email. If you are eligible for a refund, it will be automatically processed back to your original payment method within standard bank processing times (usually within 10 business days).
What to Do If You Can't Cancel Online
If your booking is past the self-service cancellation deadline, non-refundable, or if you need to cancel due to an unexpected medical or emergency circumstance, please reach out directly to Pelago Customer Support for assistance.
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