Many travelers have reported financial losses on hotel bookings marked as "free cancellation," due to not paying attention to the deadline for the free cancellation period or the details of the booking conditions. They explained to "Emirates Today" that a sudden change in their plans prompted them to try and cancel or modify their hotel bookings, but they were surprised to find that the allowed period had expired, which ranges from 24 to 72 hours and can extend to several days before the hotel's peak season. Two hospitality industry officials told "Emirates Today" that the free cancellation policy is one of the most attractive options for travelers, noting that there have been cases where travelers lost money even though the booking was labeled "free cancellation," with the primary reason being a lack of attention to the time limit for cancellation or the fine print in the terms. They added that most hotels set a precise time frame for free cancellation that depends on the season and occupancy rate, pointing out that the issue is not just a "free cancellation" as some people see it, as hotels seek to secure bookings and, consequently, the resources allocated to them. They explained that hotel cancellation policies vary based on the type of booking, the hotel, and the timing of the cancellation, and these policies usually aim to balance the guest's expected circumstances with the hotel's right to occupy its rooms. They added that most hotels impose a deadline of 24 to 72 hours before the check-in date outside of peak seasons, while during peak times like holidays and New Year, the cancellation window can extend to seven days, and sometimes even 15 days before the hotel check-in date. Customer Experiences. In detail, customer Youssef Darwish said he had booked a room in a five-star hotel, but due to an emergency, he decided to cancel his booking one day before the check-in date. He added that he was surprised to find that he could no longer cancel for free as the grace period had ended and he lost the amount he paid, noting that the hotel also did not allow him to change his booking to another date. He continued: "I felt disappointed because I didn't read the fine print of the hotel booking, so I call for more flexibility in the timing of free cancellations, especially since my booking was outside the peak season." He said: "I thought the free cancellation feature was unconditional." On her part, customer Sarah Ibrahim confirmed that she lost 400 dirhams after trying to cancel a hotel booking during a weekend, after the free cancellation period had passed. She added: "This experience taught me an important lesson about the need to check every clause in bookings and to read the terms and conditions carefully, as they were included in the booking confirmation sent to me by the hotel." In turn, customer Basel Al-Akkad said he was aware of the time limit for free cancellation but miscalculated the timing and lost part of his money, not the full amount, after reaching a settlement with the hotel. He pointed out that the precise cancellation policy has become an integral part of any hotel booking, stressing that ignoring this period could cost the traveler money without any compensation. In the same context, customer Rima Suleiman said she made a hotel booking as part of a promotional offer on a digital platform and noticed moments later that the booking was non-refundable, pointing out that she didn't realize at the time that she could modify this booking, as there was a short grace period allowing customers to make changes for free. She added that she learned about this feature from her friends, but after several days, it was no longer possible to make the change, and said that despite this, she benefited from the offer on time so as not to lose the value of her booking. Time Frame. Meanwhile, the General Manager of the Copthorne Dubai Hotel, Wael Al-Bahi, said: "Most hotels set a precise time frame for free cancellation that depends on the season and occupancy rate." He said: "The matter is not just a 'free cancellation' as some see it, as most hotels set a deadline of 24 to 72 hours before the check-in date outside of peak seasons, while during peak times like holidays and New Year, the cancellation window can extend to seven days, and sometimes even 15 days before the hotel check-in date, in order to secure bookings and, consequently, the resources allocated to them by the establishment." Al-Bahi explained that both cancellation and modification are subject to the same time frame, noting that "if guests exceed this period, the amount is deducted directly from the card used for the booking and is usually non-refundable, and this includes all types of hotel rooms, whether booked directly with the hotel or through online platforms, with slight differences in some cases depending on each hotel's policy." He confirmed that a large number of hotels follow a flexible approach, and it depends on whether the customer is registered in the hotel's loyalty program or is a frequent guest at the establishment. He noted that with the rise in travel and hotel booking rates, the free cancellation policy has become one of the most prominent options attracting travelers, indicating that there have been cases where travelers lost money even though the booking was labeled "free cancellation," with the primary reason being a lack of attention to the time limit for cancellation or the fine print in the terms. Cancellation Policies. In turn, the General Manager of the Tamani Marina Hotel, Waleed Al-Awa, said: "Free cancellation has existed for a while, but it has recently expanded to include bookings made through online platforms and online travel agencies, especially on major sites." He added: "The real problem with free cancellation appears more prominently during peak seasons, as hotels seek to maintain bookings, and therefore have a sufficient timeframe to act and deal with rooms that are supposed to be occupied." Al-Awa continued: "Hotel booking cancellation policies vary based on the type of booking, the hotel, and the timing of the cancellation, and these policies usually aim to balance the guest's expected circumstances with the hotel's right to occupy its rooms." He noted that "the periods for cancellation range from 24 to 72 hours before the check-in date, and at times and in certain periods, they can exceed two weeks," explaining that "some hotels may deduct a specific amount if the client fails to cancel the booking within the allowed period." He confirmed that hotels, during booking of any category, even for "pay later," require customers to enter their credit card details to secure the booking. Al-Awa said: "There are differences from one hotel to another, and modification policies depend on the hotel's occupancy rate, so sometimes, even if the hotel wants to grant the customer some flexibility after the modification period has ended, it cannot do so, because the online platforms through which the customer booked have already received a commission from the hotel, so the hotel cannot waive the fees from its side, and in these cases, the customer is asked to contact the platform through which they booked directly and explain their situation, if the hotel is ready to grant them a modification or flexibility in the booking." Al-Awa mentioned that some hotels offer a "pay on arrival" option during periods of low demand, but they do not allow free cancellation in these cases, which requires the traveler to read the terms carefully before confirming the booking. Deduction of One Night's Rate. The General Manager of the Tamani Marina Hotel, Waleed Al-Awa, said: "In many cases, the cost of one night is deducted if the booking is for more than one night and it is not canceled within the allowed period outside the peak season, while during peak seasons and periods, the full value is deducted for more than one night, and this varies from one hotel to another." He added that service fees for some types of hotel bookings are non-refundable, pointing out that for some promotional offers (which are very low prices), an administrative fee may be deducted from the customer even if they canceled the booking within the allowed period.
