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, the refund is automatic. Here's how it works and what you need to know.

In which cases 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 specified conditions.
• A dispute is opened and settled 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 made to the payment method you used when 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 do anything specific: as soon as a cancellation or a dispute decision leads to a refund, Roomlala initiates the operation on 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 ten days in some cases.

If you still don't see anything after this period, start by checking your bank statements for the last few days, as the transaction description may be different from the initial payment.

Specific case of pre-bookings

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

Depending on your bank, the pre-authorisation footprint 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 uphold their commitments — you can open a dispute from your Roomlala messaging.

Our team will then examine your case, communicate with both parties if necessary, and then decide on the applicable refund. Depending on the situation, it can be full, partial, or refused. You will be informed of the decision by email and any subsequent refund will 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. Please specify your booking number: this will allow us to respond more quickly.