Welcome to the BlackBook Help Center

Booking Management
How do I check the room type I had booked?

You can check the details of your booking by logging in with your account and checking the details within ‘myBlackBook”.

Your confirmed hotel bookings are contained in ‘Trips’ in the ‘myBlackBook’ section. If you have no existing trip, you will be asked to create a trip for your confirmed hotel booking.

On Desktop

  1. Login to your account at the homepage by clicking on the ‘Login” link
  2. Click on the ‘myBlackBook’ link on the top menu
  3. Within myBlackBook you will find various trips, select the trip to the city and dates that are associated to your booking.
  4. Here you can see the details of the trip, including bookings you’ve made
  5. Click on the button named ‘hotel’ within the trip, you will be presented with the details of your hotel booking
  6. Here you can see the details of your booking, including the room type that you have booked.

On App

  1. Open the app menu by tapping on the icon on the top left of the app homepage
  2. Tap on the ‘Login’ button in the menu and login to your account 
  3. Once again open the app menu by tapping on the icon on the top left of the app homepage
  4. Tap on the ‘myBlackBook’ button in the menu
  5. Within myBlackBook you will find various trips, select the trip to the city and dates that are associated with your booking.
  6. Here you can see the details of the trip, including bookings you’ve made
  7. Tap on the button named ‘hotel’ on the column of buttons within the trip, you will be presented with the details of your hotel booking
  8. Here you can see the details of your booking, including the room type that you have booked.



I would like to make some edits to my booking, how can I do so?

Currently we only allow for cancellation of bookings by contacting our team. Other changes to your booking such as change of dates, room type would require you to cancel your current booking and make a new booking.

Please do remember to check the property’s cancellation policy before cancellation. Some hotels may offer you a refund before a certain cut-off date / time. Making a cancellation after such a date / time will result in no refund being offered. 

Rooms with a no cancellation policy offer no refunds for cancellations made once the booking is confirmed.



Can I cancel or change a booking made through BlackBook?

At the moment, cancellation can only be done by contacting our support team here.

Please do remember to check the property’s cancellation policy before cancellation. Some hotels may offer you a refund before a certain cut-off date / time. Making a cancellation after such a date / time will result in no refund being offered. 

Rooms with a no cancellation policy offer no refunds for cancellations made once the booking is confirmed.



Where can I find the cancellation policy of the hotel / room?

You can find the cancellation policy for each room type under the hotel detail page of each hotel. Some room types have a no cancellation policy – these will be listed on each room type. 

For Desktop

For App

How do I know if my booking has been cancelled?

Once you have initiated the cancellation of a booking, you should receive an email confirmation of your cancellation. You should receive such an email within 48 hours of initiating your cancellation request. 

Sometimes your email provider might have auto filtering features that cause emails from new sources to be directed to you your spam / junk mailbox. Please check your spam / junk mailbox to see if your cancellation confirmation has been sent there.

If you have confirmed that you have not received the email after 48 hours, please contact us for assistance. Do note that it is your responsibility to ensure that you have received a confirmation for your cancellation.

How will my refunds be processed?

Refunds will be credited back to the credit card that was used for payment. It may take anywhere from one (1) to ten (10) business days for the refund to be reflected in your credit card statement from when a refund is approved. If you have not received your refunds within this period, please contact our team for assistance.

I made my booking using my coins, will my coins be refunded to me?

For cancellations of bookings, any refunds would depend on the cancellation policy of the hotel booked. For bookings where there is a no cancellation policy or where the cancellation happens past the allowed cancellation cut-off date / time, there will be no refund offered.

For situations where a refund is offered, and where coins were used in making the reservation (whether in part or full) we will refund you the same amount of coins (after any deductions for any cancellation fees) that was used when the booking was made.



Will I be charged if I cancel my booking?

For cancellations of bookings, any refunds would depend on the cancellation policy of the hotel booked. For bookings where there is a no cancellation policy or where the cancellation happens past the allowed cancellation cut-off date / time, there will be no refund offered.

In some rare cases, hotels may charge a fee for cancellation. BlackBook does not charge you such cancellation fees.

Please do remember to check the property’s cancellation policy before cancellation. Some hotels may offer you a refund before a certain cut-off date / time. Making a cancellation after such a date / time will result in no refund being offered.



I have an emergency / crisis that unfortunately caused me to cancel travel plans at the last minute. Will BlackBook be able to offer me a refund out of goodwill?

We’re sorry to hear that you had to cancel your travel plans last minute. Unfortunately we will not be able to offer you a goodwill refund.

If you had purchased travel insurance, we would recommend checking with your provider about this.



The airline has informed me that my flight has been revised/cancelled. Can I make changes or cancel my booking?

We’re sorry to hear that your flight has been revised/cancelled. To make changes to your hotel stay, you will need to cancel your existing booking and make a new booking in place of it.

You can cancel a booking by logging into your account and using the cancel feature for your booking found in myBlackBook. 

Please do remember to check the property’s cancellation policy before cancellation. Some hotels may offer you a refund before a certain cut-off date / time. Making a cancellation after such a date / time will result in no refund being offered. 

Rooms with a no cancellation policy offer no refunds for cancellations made once the booking is confirmed.



I made a last minute booking for a hotel only to realise that I selected the wrong room option immediately after. This is outside of the hotel’s cancellation policy. Can I still cancel the booking and book the correct room option and get refunded for the cancellation?

Unfortunately in this case, we are unable to offer you a refund for the cancellation. While we understand this must be frustrating for you, BlackBook is bound by hotels’ refund policies as well. For no cancellation rooms, once the payment has been made, we are unable to get a refund for the amount paid to the hotel.

What documents or identification do I need to show when I check-in?

Most hotels have varying requirements during the check-in process. Most hotels would require some form of identification (i.e. Passport or local Identification Card), a valid credit card and the booking reference from BlackBook. 

If you are concerned about additional requirements that may go beyond the items listed above, we strongly encourage you to contact the hotel directly before your arrival to ensure that you have everything you need during check-in.



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