Tenant refunds

Your booking has been cancelled and you're wondering how and when you'll be refunded? No need to panic: in the vast majority of cases, refunds are automatic. Here's how it works and what you need to know.

When are you eligible for a refund?

Several situations may result in 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 declined 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, entirely 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 bank 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 take any specific action: as soon as a cancellation or dispute decision results in a refund, Roomlala initiates the operation from its side.

How long does it take?

Once the refund is initiated, the time it takes to appear in your account depends on your bank. Generally, allow a few working days, and up to about ten days in some cases.

If after this period you still don't see anything, first check your bank statements from the last few days, as the transaction description may differ from that of the initial payment.

Special case for pre-bookings

When you make a pre-booking request, payment is made immediately and the tenant's bank card is debited for the total amount of the booking. If the host declines your request or does not respond within the given timeframe, the refund is made directly to your payment method.

Depending on your bank, the pre-authorisation hold may remain visible on your account for a few days before disappearing. This is normal and does not correspond to an 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 service.

Our team will then review your case, communicate with both parties if necessary, and then decide on the applicable refund. Depending on the situation, it can be a full refund, partial, or declined. 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, feel free to contact our support team. Please specify your booking number: this will allow us to respond more quickly.