Terms & Policies

Stay Refund Policy

Refund rules for accommodation bookings — both refundable and non-refundable cases — processing time and limits.

Translation provided for reference. The Thai version is the legally binding original.

Accommodation Refund Policy

Refunds are subject to all applicable refund policies and may vary from hotel to hotel. Please read the terms and conditions carefully and follow the refund procedure.

General Cancellation Policy for Accommodation Bookings

Once you have booked a hotel and completed payment, you are deemed to have read, understood, and agreed to the terms and conditions relating to such hotel booking.

The hotel and/or HOPS will set various policies regarding this hotel booking. Please read and understand the terms and conditions related to the hotel you are booking, including the refund policy and any policy on changing or postponing the stay date (if any), in detail before proceeding with the hotel booking.

Unless otherwise specified in the terms and conditions notified to you on the hotel booking page, any cancellation fee or refund fee specified is a fee charged directly by the hotel, and a fee additionally charged to you by HOPS.

Refunds are only available for hotel bookings that are eligible for a refund.

For more details about the refund policy for your hotel room booking, go to your booking details / hotel voucher.

The refund process may take up to 7 days after the refund request has been approved.

HOPS does not accept partial refund requests, which means that the refund you request will apply to the entire stay period and all rooms specified under the same Booking ID.

The refund process will follow the requirements set out in the Refundable Terms and Conditions.

Cancellation Policy for Non-Refundable Bookings

If your booking is non-refundable, but you need to cancel for reasons beyond your control, please be aware of the following conditions:

You may attempt to submit a refund request, and we will then forward your request to the accommodation.

The accommodation will decide whether to approve or reject your refund request.

HOPS will not be responsible for the approval/rejection of such refund request.

If your refund request is approved by the accommodation, the refund amount may be subject to certain fees, such as a bank transfer fee (if any) and a 10% handling fee. In addition, there may also be a cancellation fee that may be charged by the accommodation.