Tenant refunds

Your booking has been canceled, and you're wondering how and when you'll be refunded? Don't panic: in the vast majority of cases, refunds are automatic. Here's how it works and what you need to know.

When are you refunded?

Several situations may result in a refund of all or part of the amounts you have paid:

• The host cancels the booking after accepting it.
• Your pre-booking request is refused by the host or expires without a response.
• You cancel your booking yourself under the specified conditions.
• A dispute is opened and ruled in your favor, either fully or partially.

The refunded amount depends on the situation and the cancellation conditions applicable to your booking. You can find these conditions on the listing page and in your booking summary.

How does the refund process work?

The refund is processed automatically to the payment method you used when booking:

• If you paid by credit card, the refund is credited to the same card.
• If you paid by bank transfer, the refund is made to the original bank account.

You don't need to take any particular action: as soon as a cancellation or a dispute resolution results in a refund, Roomlala initiates the operation on its end.

How long does it take?

Once the refund is initiated, the time it takes to appear in your account depends on your bank. Generally, allow a few business days, and up to about ten days in some cases.

If after this period you still don't see anything, first check your bank statements from the past few days, as the transaction description may differ from the initial payment.

Special case for pre-bookings

When you make a pre-booking request, payment is made immediately, and the tenant's credit card is debited for the total amount of the booking. If the host refuses your request or does not respond within the allotted time, the refund is made directly to your payment method.

Depending on your bank, the pre-authorization imprint may remain visible on your account for a few days before disappearing. This is normal and does not correspond to any actual debit.

In case of a dispute

If the situation is more complex — for example, the accommodation does not match the listing, you were unable to access the accommodation, or the host does not honor their commitments — you can open a dispute from your Roomlala inbox.

Our team will then review your case, communicate with both parties if necessary, and then decide on the applicable refund. Depending on the situation, it may be full, partial, or refused. You will be informed of the decision by email, and any refund will then follow the usual process.

Questions about your refund?

If you have any doubts about the refunded amount, the timeframe, or a particular booking, do not hesitate to contact our support. Please specify your booking number: this will allow us to respond more quickly.