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 settled in your favour, fully 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 process work?

The refund is automatically issued 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 take any particular steps: as soon as a cancellation or a dispute decision results in a refund, Roomlala initiates the operation on its end.

How long does it take?

Once the refund is triggered, 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, start by checking your bank statements from recent days, as the description may be different from the initial payment.

Special case of 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 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 doesn't match the listing, you couldn't access the accommodation, or the host doesn't uphold their commitments — you can open a dispute from your Roomlala messaging.

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.

A question about your refund?

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