Cancellation policy

Cancellation by the Guest

Guests may cancel their booking by contacting Star Stays SA using the contact details provided on the booking confirmation or website.

Full refund - A guest who cancels at least 7 days before the scheduled check-in date will be entitled to a full refund of the accommodation amount paid.

Cancellations within 7 days - Where a guest cancels less than 7 days before the scheduled check-in date, the booking may be non-refundable.

Any refund in these circumstances will be considered in accordance with the booking terms, circumstances of the cancellation and applicable consumer law. Where a booking has been made through a third-party booking platform, that platform's cancellation procedures and terms may also apply. Refunds will normally be made using the original payment method where reasonably practicable.

Cancellation by Star Stays SA

We reserve the right to cancel a booking in circumstances where this is reasonably necessary, including where:

* The property becomes unavailable due to circumstances outside our reasonable control;

* The property becomes unsafe or unsuitable for occupation;

* The guest has provided materially inaccurate information;

* The guest has breached these Terms & Conditions;

* Payment required under the booking has not been received;

* We reasonably believe the booking has been made fraudulently or for an unlawful purpose.

Where we cancel a booking through no fault of the guest, we will, where appropriate, offer an alternative accommodation arrangement or refund amounts paid for the affected accommodation. Nothing in these Terms limits any rights the guest may have under applicable law.