In some cases, properties are willing to waive or minimize the fine. In order to try doing so:
Make sure you have already cancelled your booking in your account.
Submit a request to the support to minimize the penalty. In the request, detail the reason for the cancellation. This information may influence the property's decision.
Important: If the booking remains active, any information about minimizing the penalty will not be final, as it depends on when the booking is cancelled.
What else can be done:
If the reason for cancellation can be supported by documents, attach them to the request. For example, a doctor's note if you cancel your booking due to illness.
If the reason for cancellation is due to problems at the property itself, please attach photos and videos to the request to confirm the problem.
If you have already contacted the property and received approval to waive or minimize the fine, include in your request the name and title of the staff member who confirmed this. If you have written proof of the property's consent, be sure to send it in.
What happens next:
We will contact the accommodation provider or supplier, if the accommodation provider cooperates with us through a third party company, and do our best to minimize or waive the penalty. But since it is the final site or supplier that makes the final decision, a positive outcome is not guaranteed.
As soon as we receive a decision from the hotel or supplier, we will let you know immediately by email.
When cancelling or minimizing a fine:
If the booking was paid for on Ostrovok, we will process a refund. The crediting period depends on the bank.
If the booking is to be paid at the property, and you have already paid for it or the accommodation provider has preauthorized funds on your card to guarantee it, you will need to contact the accommodation provider directly for a refund. You can find the contact details in your booking confirmation (voucher) or check with support.
If you need help, contact our support in a convenient way. In the request, please provide all the details of the booking: booking number, dates, and the name of the property.