Each hotel room rate has its own cancellation terms. The same hotel may offer several rates with different rules, so check the policy for the exact room and rate you choose before booking or cancelling.
Important: Cancellation deadlines follow the hotel's local date and time.
How to check your cancellation terms
Sign in to the Pelago app or website.
Open My Bookings and select your hotel booking.
Check the cancellation deadline and refund amount shown in the booking details.
If you decide to cancel, follow the cancellation steps and review the refund amount before confirming.
Cannot cancel online? Contact Pelago Support as soon as possible and before the cancellation deadline. Please have your Pelago booking ID ready.
Types of hotel cancellation policies
Free cancellation
You will receive a full refund if you cancel before the deadline shown in your booking details.
A cancellation fee may apply if you cancel after the deadline.
Partially refundable
Some rates allow part of your payment to be refunded if you cancel within the stated period.
The exact refund amount or cancellation fee will be shown in your booking details.
Non-refundable
These rates cannot usually be cancelled or refunded once the booking is confirmed.
An exception may be reviewed only for verified exceptional circumstances. Approval is not guaranteed.
What happens if I cancel after the deadline?
The cancellation fee depends on the hotel policy and when you cancel. It may be:
The cost of the first night, including applicable taxes
The full booking amount, especially for very late cancellations or high-demand dates
Always check the amount shown before confirming your cancellation.
What counts as an exceptional circumstance?
A non-refundable or late cancellation may be reviewed in verified situations such as:
Death, or sudden hospitalisation or surgery, involving the guest or an immediate family member such as a parent, child, spouse or sibling
A severe natural disaster or terrorist attack that directly affects the trip
The hotel suddenly closing because of a catastrophic event, such as a fire
Sudden illness affecting a guest included in the booking
A qualifying Singapore Airlines or Scoot flight disruption, such as a cancellation, diversion, delay or schedule change, that affects the trip
What to provide
Contact Pelago Support as soon as possible and share your Pelago booking ID.
Depending on the situation, provide one or more of the following:
A medical certificate, hospital admission or discharge document, or doctor's letter confirming the medical event and date
A death certificate or other official legal record
An airline notice showing the affected flight number and the cancellation, delay, diversion or schedule change (SIA or Scoot)
An official notice from the hotel or relevant authority confirming a hotel closure or major disaster
The documents should show the affected guest or family member's name, the date of the event and the relevant booking or travel details. Each request is reviewed based on the documents provided and the booking terms. Providing documents does not guarantee approval.
If the exceptional circumstance happens during your stay, you may be eligible for a refund for the unused nights after the situation has been verified.
What if I do not check in?
If you do not check in on the scheduled arrival date and do not give notice, the hotel may mark the booking as a no-show. The hotel policy will apply, and you may be charged for the first night or the full booking amount.
If you know you will arrive late or cannot travel, contact the hotel and Pelago Support before check-in.