By paying for your booking online or in the Ostrovok app, you can expect guaranteed check-in and simplified refunds (if necessary). If there are any questions or any problems with your booking, our support will be sure to help sort it all out.
Accommodation guarantee
Even in case of force majeure, we guarantee you accommodation under the conditions specified in the booking. For example, if for any reason there are no vacancies in the hotel or the room does not correspond to the booking, we will find for you alternative accommodation with the same or better conditions, for which you will not have to pay extra.
Simplified refund
If you need to cancel or amend a paid booking, we will take over negotiations with the accommodation provider and do our best to negotiate a refund and then transfer the funds to the card you used to pay for the booking. If necessary, we will provide you with a refund transaction code: If the crediting of funds is delayed, you can use this code to contact the bank for clarification.
Please note: If you are booking the accommodation at a pay on-site rate, unfortunately we will not be able to assist you in negotiating a refund on cancellation. In such cases, you will need to contact the property representatives for assistance.