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.

In what situations are you refunded?

Several situations may lead to a refund of all or part of the sums 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 stipulated conditions.
• A dispute is opened and ruled in your favour, either fully or partially.

The refunded amount 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 do anything specific: as soon as a cancellation or dispute decision results in a refund, Roomlala initiates the transaction from its side.

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 for the last few days, as the transaction description may be different from the initial payment.

Special case for pre-bookings

When you make a pre-booking request, the amount is only pre-authorised on your card: the money is not immediately debited. If the host refuses your request or doesn't respond within the given timeframe, the authorisation is simply lifted and no amount is charged to you.

Depending on your bank, the pre-authorisation imprint may remain visible in your account for a few days before disappearing. This is normal and does not correspond to any 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 honour 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, this may be a full, partial, or denied refund. 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 refunded amount, the timeframe, or a particular booking, don't hesitate to contact our support team. Please provide your booking number: this will allow us to respond to you more quickly.