Welcome to the BlackBook Help Center

Cancellation

What is a “no cancellation” room?

Each room has its own cancellation policy; these are set by the hotel/property owner. 

A room with a note that states ‘no cancellation” means in the case that you choose to cancel your booking, no refund will be provided for such cancellation. Additionally, a fee might be charged for such cancellations.  

A room that is not listed as “no cancellation” may provide some form of refund for a cancellation of a booking, subject to the terms and conditions specified by the property. (i.e. a specific date before check-in date)

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We highly recommend that you read the cancellation policies of each room before making your booking. BlackBook or the hotel will not be held liable for a booking made without first consulting a property’s room booking policies.

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. 

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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.