Tenant refunds

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

When are you refunded?

Several situations may lead to 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 decided in your favour, completely or partially.

The amount refunded 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 work?

The refund is processed automatically to the payment method you used when making the 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 do anything specific: as soon as a cancellation or a dispute decision leads to 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 time you still don't see anything, start by checking your bank statements from the last few days, as the transaction description may be different from the initial payment.

Special case for pre-bookings

When you make a pre-booking request, the amount is only pre-authorized on your card: the money is not immediately debited. If the host refuses your request or does not respond within the given timeframe, the authorization is simply lifted, and no amount is charged to you.

Depending on your bank, the pre-authorization hold may remain visible on your account for a few days before disappearing. This is normal and does not correspond to an 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 fulfil their commitments — you can open a dispute from your Roomlala messaging service.

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 total, partial, or refused. You will be informed of the decision by email, and any refund will then follow the usual process.

A question about your refund?

If you have a doubt 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.