PARTNER GUIDE
Refundable vs non-refundable hotel rates: how to choose for your client
Published October 27, 2026
A refundable rate lets the guest cancel free of charge until a stated deadline, while a non-refundable rate is usually cheaper but cannot be cancelled or changed without losing the payment. The right choice depends on how certain your client's plans are.
Non-refundable rates suit travellers whose dates are fixed, such as a wedding, a conference or a visa-confirmed trip. The lower price is a fair reward for taking on the risk. Refundable rates suit clients whose plans may still change, for example while waiting for visa approval or flight confirmation.
The most important detail is the cancellation deadline, not just the word refundable. A rate that is free to cancel until a few days before arrival is very different from one that is only refundable weeks ahead. Always read and pass on the exact date and time, and the time zone it follows.
Explain the trade-off in one sentence. For example: you save money with this rate but cannot change it, or you pay slightly more but keep the option to cancel. Clients who understood the terms at booking are far less likely to dispute them later.
Remember that no-shows are normally treated as cancellations, so a client who simply does not arrive loses the booking even on a refundable rate. Remind clients to cancel in writing before the deadline if their plans change.