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Terms & Conditions

Cancellation and refund policy

 

Accommodation Cancellation Policy

Except for specific cases indicated in the cancellation policy, Itinerary will not charge any processing fee for cancellations.

Any cancellation received after the cancellation date specified in the confirmation email (including requests made during this period) is subject to a minimum of 1 (ONE) night cancellation fee, unless otherwise notified in the confirmation email.

No show at the hotel will be considered a late cancellation and will incur a minimum cancellation charge of one (1) night or more, per room, unless otherwise specified in the confirmation email.

Any changes to your reservation must be made through Itinerary and not directly with the hotel. This applies to the change of dates, length of stay, early departures, late arrival or total or partial cancellation. All problems or questions regarding your reservation before arrival, or during your stay at the hotel, should be directed to our Itinerary Customer Service representatives. Cancellations must be notified within our regular office hours of 08:00 to 18:00 (GMT+7).

Accommodation Refund Policy

To request a refund, contact us at [email protected]

  • Itinerary is committed to providing you with a simple and efficient refund process. The reduction of stays in high season, periods of high occupancy, during fairs and conventions, or in case of canceling the reservation before the expiration date indicated in the confirmation email, may entail a penalty imposed by the accommodation. If a penalty charge is incurred, it will be deducted from the amount to be refunded.

 

  • Your confirmation email will specify the deadline for the cancellation period, the period in which cancellations can be made at no cost. Generally, the cancellation due date is 14 days prior to arrival at the hotel. The amount of the penalty is usually the rate of one night, unless another amount is specified in the confirmation email.

 

 

  • Except for specific cases indicated in the cancellation policy, cancellations requested through any of our previous contact channels, before the date indicated in the reservation confirmation, will normally be 100% refunded (Itinerary does not apply cancellation charges) in less than 10 days from receipt of the request. Any cancellation request requested after the date indicated in the reservation confirmation will also be processed in less than 10 days, and the possible applicable penalties will be deducted from the amount to be returned.

 

  • Stays completed ahead of schedule will, in most cases, be refunded within 10 days, less any applicable cancellation fees. Clients can notify Itinerary in advance of the modification of the duration of the stay (by any of the means mentioned) to speed up the reimbursement process. However, if you notify this reduction of the stay after checking out of the hotel, some refund processes could take longer because the accommodations take time to confirm the dates of stay. In case the return process may need more than 10 days, we will send an email after the refund request.

    Important: Many accommodations apply penalties to stay modifications without prior notice. This penalty usually corresponds to the price of one night.
    Please check the hotel's policies carefully.

 

 

Flight Cancellation Policy

Except for specific cases indicated in the cancellation policy, Itinerary will not charge any processing fee for cancellations. However, the airline usually charges the full amount, in case the reservation did not have cancellation insurance.

We advise you to always buy flights with flight cancellation insurance. Itinerary has flight cancellation insurance through the insurer ARAG. In case of contracting said insurance, the conditions of the same must be read.

In case of wanting to cancel a flight for which said insurance has been contracted, the Insured must, indispensably, contact the emergency telephone service established by ARAG.

Any changes to your reservation must be made through Itinerary and not directly with the airline. This applies to the change of dates, length of stay, early departures, late arrival or total or partial cancellation. Any problems or questions regarding your reservation before your departure should be directed to our Itinerary Customer Service representatives. Cancellations must be notified within our regular office hours of 08:00 a 18:00 (GMT+7).

 

Flight Refund Policy

To request a refund, contact us at [email protected]

  • Itinerary is committed to providing you with a simple and efficient refund process, in case of canceling the reservation before the expiration date indicated in the cancellation insurance, they may carry a penalty imposed by the airline. If a penalty charge is incurred, it will be deducted from the amount to be refunded.

 

  • Your confirmation email will specify the deadline for the cancellation period, the period in which cancellations can be made at no cost. In general, the cancellation due date is on the same day as the reservation. The amount of the penalty is usually the total of the reservation, unless another amount is specified in the confirmation email.

 

 

  • Except for specific cases indicated in the cancellation policy, cancellations requested through any of our previous contact channels, before the date indicated in the reservation confirmation, will normally be 100% refunded (Itinerary does not apply cancellation charges) in less than 10 days from receipt of the request. Any cancellation request requested after the date indicated in the reservation confirmation will also be processed in less than 10 days, and the possible applicable penalties will be deducted from the amount to be returned.