Frequently Asked Questions

Yes. Any cancellation fees are determined by the property and are shown in the property’s cancellation policy. If applicable, additional fees will be paid directly to the property.

If you cancel your booking within the allowed time frame according to the cancellation policy, the amount will be refunded within 15 business days.

You will not be charged a cancellation fee if your booking includes free cancellation. However, if the free cancellation period has ended or your booking is non-refundable, cancellation fees may apply

Cancellation fees apply for non-refundable bookings. However, you may request free cancellation through your booking management page. A message will be sent to the property, and they may choose to waive the cancellation fee if their policy allows.

Cancellation is subject to specific conditions based on the rate you booked. Please review the rate’s terms and conditions, which vary by property. It is recommended to check the terms or contact customer service for better assistance.

Once your reservation is canceled, you will receive a confirmation email from us. Please check your inbox and spam/junk folder. If you do not receive the email within 24 hours, contact the property directly to confirm the cancellation.

A reservation can only be completed after full or partial payment, depending on the policy stated in your confirmation email.

Yes, you can change your booking date or request an upgrade based on availability at the hotel.

Refunds will be processed according to the cancellation policy and will be returned within 10 business days.

You can check the status of your booking by logging into the platform or by contacting customer service for assistance.

If your reservation was made directly through a travel agency, please contact them for any changes, cancellations, or modifications.

Yes, we offer private transfer services to and from the airport and many other destinations. You can request this through customer service before your arrival or at the reception after arrival.

Check-in is usually at 4:00 PM, and check-out is at 12:00 PM (noon).

Yes, we provide complimentary shuttle service (at Al Rayyan Makkah Towers Hotel) to the Holy Mosque around the clock. You can check the shuttle schedule at the front desk.

Yes, we offer accessible rooms and dedicated entrances to ensure a smooth and enriched experience at all our hotels.