As we're a booking service, the quality of the hotel is hard for us to control. In cases like this, we have found it most effective to take concerns directly to the hotel management.


If something goes amiss during your stay, please let the hotel know directly. It’s their role to make you as comfortable as possible!


In the rare case the hotel sends you our way, please ensure you get confirmation that they will discount or refund your stay. We will require that to process your case.


Valid confirmation includes an email or written document from the hotel mangement team outlining the date of stay, guest name, Snaptravel order ID and the extent of the refund.