Cancellation Policy
What you can cancel, when, and where your money goes. The rule depends on how the hotel takes payment, which is shown on every hotel page before you book.
Pay-at-property hotels
Nothing is paid online. You pay the hotel when you stay.
Cancel with the hotel directly. Holiday Ceylon cannot cancel or refund these bookings online.
No online refund
Advance-payment hotels (10%)
10% of the total is paid online; the rest is paid at the hotel.
Cancel online at least 72 hours (3 days) before check-in.
Advance refunded to your wallet
Advance-payment hotels (30%)
30% of the total is paid online; the rest is paid at the hotel.
Cancel online at least 72 hours (3 days) before check-in.
Advance refunded to your wallet
Late cancellations
At an advance-payment hotel, cancellations close 72 hours (3 days) before check-in. After that the booking can no longer be cancelled online and the advance you paid is non-refundable.
How the deadline is counted
All times are Sri Lanka time. For a stay, the deadline counts back from check-in at 14:00 on your arrival day. For a day visit or activity-only booking, it counts back from the start of the visit day.
Your exact deadline is shown on each booking in My Bookings and Find My Booking.
How to cancel
Signed in? Open My Bookings. Otherwise use Find My Booking with your booking reference and email. Choose Cancel booking on the booking. The hotel is told straight away and you get a confirmation email.
For a pay-at-property booking, contact the hotel directly using the details in your confirmation email.
Refunds and your wallet
Refunded advances go into your Holiday Ceylon USD wallet as soon as the booking is cancelled. Wallet funds can be used on any future stay or activity on Holiday Ceylon.
If you paid part of a booking from your wallet and the booking is cancelled, that amount is returned to your wallet.
If the hotel or Holiday Ceylon cancels
If a hotel declines or cancels your booking, or Holiday Ceylon has to cancel it, any advance you paid is refunded in full. Hotels cannot cancel an accepted booking within 24 hours of check-in.
Questions
Email [email protected] with your booking reference and we'll help.