Cancellation & Refund Policy

September 11, 2026

This Cancellation & Refund Policy explains the terms that may apply when customers request to cancel, change, or obtain a refund for a hotel reservation arranged with the assistance of Hotelsones through hotelsones.com or our customer support services.

Hotelsones is an independent hotel reservation and booking assistance agency. We are not a hotel, hotel chain, property owner, or the official customer service department of any hotel brand unless expressly stated otherwise.

Hotel reservations may be fulfilled by independent hotels, properties, booking suppliers, wholesalers, reservation systems, or other third-party travel providers, referred to in this policy as Travel Providers. Cancellation and refund eligibility therefore depends primarily on the specific terms attached to your reservation.

Each hotel reservation may have its own cancellation policy. Depending on the selected hotel, room, rate, and Travel Provider, a reservation may be fully refundable before a specified cancellation deadline, partially refundable, subject to a cancellation penalty, non-refundable, or subject to other booking-specific restrictions.

The applicable cancellation conditions should be presented or communicated before the reservation is confirmed. By completing a reservation, you agree to the cancellation terms associated with the selected booking.

To request cancellation assistance, contact Hotelsones as soon as possible using the customer support information provided on our website.

Please have your reservation details available, including guest name, hotel name, check-in and check-out dates, and booking or confirmation number.

Submitting a cancellation request does not by itself mean that the reservation has been cancelled. A cancellation is effective only after it has been successfully processed and confirmed by the applicable hotel, Travel Provider, reservation system, or other party responsible for the booking.

If your reservation permits cancellation with a refund and your cancellation request is successfully processed within the applicable cancellation period, you may be eligible for a refund in accordance with the terms of your booking. The refund amount may be reduced by any cancellation charges, supplier fees, or other amounts permitted under the booking conditions and applicable law. Hotelsones cannot guarantee a refund where the applicable hotel or Travel Provider's policy does not provide for one.

Certain hotel rates may be identified as Non-Refundable, No Cancellation, No Changes, or subject to similar restrictions.

Once a non-refundable reservation has been confirmed, some or all of the amount paid may not be refundable if you cancel or do not use the reservation.

Hotelsones may, upon request, attempt to contact the applicable Travel Provider regarding an exception. However, any exception is at the discretion of the applicable provider, and Hotelsones cannot guarantee that a refund, credit, waiver, or modification will be approved.

Cancellation deadlines vary by reservation. A deadline may be based on the hotel's local date and time rather than your own location. Customers are responsible for reviewing the cancellation deadline shown or communicated for their reservation and submitting cancellation requests with sufficient time for processing. Where possible, we recommend contacting us well before the stated cancellation deadline.

If a cancellation request is submitted after the applicable cancellation deadline, the hotel or Travel Provider may impose a penalty.

Depending on the booking terms, this may include a one-night room charge, a percentage of the reservation, a fixed cancellation charge, or the entire reservation amount.

Hotelsones does not determine these supplier-imposed penalties and cannot guarantee that they will be waived.

If you do not arrive at the hotel on your scheduled check-in date and have not successfully cancelled the reservation, the booking may be classified as a no-show. A no-show may result in cancellation of the reservation and forfeiture of some or all amounts paid. No-show charges and refund eligibility are determined by the applicable booking conditions and Travel Provider.

Requests to modify a reservation are subject to availability and the applicable booking terms.

Changes may include check-in or check-out dates, room type, number of guests, guest information, hotel or property, or other reservation details.

A modification may result in a different room rate, additional hotel or supplier charges, taxes, or other applicable fees. The original rate or room availability is not guaranteed once a modification is requested.

A requested change is not confirmed until you receive confirmation that it has been successfully processed.

Hotelsones may charge a booking, processing, reservation assistance, modification, or other service fee where applicable. Any such Hotelsones fee should be disclosed before the relevant transaction is completed.

Hotelsones service fees may have refund conditions separate from the hotel's room rate or supplier charges. Unless otherwise stated at the time of purchase or required by applicable law, a service fee may be non-refundable once the associated service has been performed.

If a refund is approved, it will generally be returned through the applicable payment process or original payment method, where possible.

Refund processing times may vary depending on the hotel or Travel Provider, payment processor, card network, bank or financial institution, and original payment method.

After an approved refund has been submitted for processing, Hotelsones cannot guarantee the exact date on which the funds will appear in your account. Your bank or card issuer may require additional processing time.

Some reservations may qualify for only a partial refund. For example, the applicable provider may deduct cancellation penalties, used nights, no-show charges, non-refundable portions of the reservation, or other charges permitted by the booking conditions. Any eligible refund will be determined according to the applicable reservation terms and law.

If you check out before your scheduled departure date, unused nights are not automatically refundable. Refunds for early departure or unused portions of a reservation depend on the hotel's or Travel Provider's applicable policy. Hotelsones may assist with submitting a request but cannot guarantee approval.

In rare circumstances, a hotel or Travel Provider may cancel or be unable to honor a confirmed reservation. If Hotelsones becomes aware of such an issue, we may assist you in reviewing available alternatives or requesting an applicable refund. Any replacement accommodation, refund, credit, or other remedy will depend on the circumstances, Travel Provider's policies, availability, and applicable law.

Cancellations resulting from events outside the reasonable control of Hotelsones, including severe weather, natural disasters, government restrictions, public health emergencies, civil disturbances, hotel closures, or similar extraordinary circumstances, remain subject to the applicable hotel's or Travel Provider's policies and applicable law. Hotelsones may assist customers with available cancellation, modification, credit, or refund requests but cannot guarantee that a Travel Provider will approve an exception.

Customers are responsible for reviewing their reservation details before and after confirmation. If incorrect information was supplied by the customer, including incorrect travel dates, guest names, destination, or room requirements, any resulting cancellation or modification will be subject to the applicable booking terms. Contact Hotelsones promptly if you discover an error.

If you believe you accidentally made a duplicate reservation, contact Hotelsones immediately. We may assist with requesting cancellation of the duplicate booking; however, cancellation and refund eligibility will depend on the terms applicable to each reservation.

Hotels and Travel Providers operate independently from Hotelsones and may maintain their own cancellation and refund policies. Where a third-party policy applies to your reservation, Hotelsones cannot override or modify that provider's terms. Hotelsones will provide reasonable assistance with eligible requests but cannot guarantee the outcome of a request submitted to an independent Travel Provider.

If you believe you were charged incorrectly or have a concern regarding a cancellation or refund, please contact Hotelsones promptly so we can review the reservation and transaction. Nothing in this policy limits any payment-dispute or consumer rights available to you under applicable law.

Hotelsones - Independent Hotel Reservation & Booking Assistance Agency

Website: hotelsones.com

Email: info@hotelsones.com

Phone: +1 (866) 315-2463

Business Address: 3806, Central Plaza, 18 Harbour Road, Wan Chai, Hong Kong Island, Hong Kong SAR, China

When contacting us, please provide your booking or confirmation number and the primary guest's name so that we can locate the reservation.

Cancellation and refund terms vary by hotel, room, rate, and Travel Provider. Customers should review the specific cancellation terms associated with their reservation before confirming a booking. Hotelsones is an independent hotel reservation and booking assistance agency and cannot override the cancellation or refund policies imposed by independent hotels or Travel Providers.