Cancellation Policy
Understand your cancellation options before you book. Every rate on DreamStay displays its cancellation policy clearly — no surprises.
Always check the cancellation policy before booking
Cancellation policies are set by the hotel supplier and vary by rate and property. The specific policy for your booking is displayed on the hotel detail page, during checkout, and in your booking confirmation email.
Rate types and cancellation rules
Every hotel rate on DreamStay falls into one of the following categories.
Free Cancellation
Cancel before the deadline shown on your booking at no charge. A full refund will be issued to your original payment method.
- Cancellation must be submitted before the deadline shown on your booking confirmation
- Full refund to original payment method
- Refund processing: 3–5 business days
- Bank processing time: additional 5–10 business days
- No cancellation fee charged by DreamStay
Partial Refund
A cancellation fee applies if you cancel. The exact fee depends on when you cancel relative to check-in. The fee is shown on the hotel detail page before you book.
- Penalty amount is displayed before booking and in your confirmation email
- Penalties typically range from 1 night to the full stay cost
- Refund = total paid minus penalty fee
- Cancellation must be submitted through your DreamStay dashboard
- Penalty is determined by the hotel supplier — not DreamStay
Non-Refundable
These rates are discounted in exchange for no refund on cancellation. Once booked, no refund is issued regardless of when you cancel.
- Clearly marked as 'Non-refundable' before and during checkout
- No refund issued under any circumstances once confirmed
- Applicable even in cases of illness, travel disruption, or force majeure
- We strongly recommend travel insurance for non-refundable bookings
- Booking modification is not available — only cancellation
Refund timeline
Immediate
Cancellation processed
Your cancellation is confirmed with the hotel supplier instantly
3–5 days
Refund initiated
DreamStay processes the refund to your original payment method via Stripe
5–10 days
Refund on statement
Your bank processes the refund and it appears on your card statement
Refund timing is determined by your bank or card issuer, not DreamStay. Some banks process refunds faster than others. If you have not received your refund after 15 business days, please contact us at support@dreamstayhotels.com with your booking ID.
How to cancel a booking
Log in to your account
Go to dreamstayhotels.com and sign in, then click "My Trips" in the navigation bar.
Find your booking
Locate the booking you want to cancel. Check the cancellation policy shown on the booking detail page.
Click Cancel booking
Click the "Cancel booking" button. You will be shown the applicable cancellation policy and any penalty before confirming.
Confirm cancellation
Review the refund amount and confirm. Your cancellation is processed immediately with the hotel supplier.
Receive confirmation
A cancellation confirmation email is sent to you. Your refund (if applicable) is processed within 3–5 business days.
Special circumstances
Hotel-initiated cancellations
If the hotel cancels your confirmed booking, DreamStay will notify you immediately and issue a full refund regardless of the rate type. We will also make reasonable efforts to source alternative accommodation at a similar price.
Force majeure and travel disruptions
DreamStay follows the cancellation policy set by the hotel supplier in cases of force majeure (natural disasters, pandemics, government travel bans, etc.). We recommend purchasing comprehensive travel insurance that covers trip cancellation for such events, especially for non-refundable bookings.
Booking modifications
Date and guest changes are not currently supported through the DreamStay platform. To change your booking, you will need to cancel the existing booking (subject to the cancellation policy) and create a new one. Contact us at support@dreamstayhotels.com for assistance.
Travel insurance
DreamStay strongly recommends purchasing travel insurance, particularly for non-refundable bookings. Travel insurance can protect against cancellation costs due to illness, injury, family emergencies, and other unforeseen events. DreamStay does not currently offer travel insurance directly but can refer you to reputable providers.
Need help with a cancellation?
Our support team responds within 2 hours. Contact us before your cancellation deadline to avoid missing it.