Traveller Refund Protection

This page describes what Palmabook owes you when something goes wrong with a hotel reservation booked on palmabook.com, beyond the ordinary case where you simply choose to cancel. The ordinary case is covered by our Cancellation and Refund Policy, which explains how cancellations and refunds are calculated.

1. Scope

Palmabook sells hotel rooms supplied by professional accommodation partners. Palmabook Holdings, Inc. is the merchant of record: we charge your card and we refund it, in United States dollars. There are no private hosts and no home listings on this site, and nothing on this page refers to any such arrangement.

2. You are refunded in full when the room is not provided

You receive a full refund of the amount charged, whatever the cancellation terms of your rate, in each of the following situations.

The hotel or the supplier cancels your reservation. The hotel has no record of your reservation on arrival and cannot accommodate you. The room you paid for is not available on arrival and the hotel offers no acceptable equivalent. The property is closed, uninhabitable, or cannot be occupied for reasons attributable to the hotel.

A non-refundable rate does not entitle anyone to keep your money for a room that was not provided. Non-refundable describes what happens when you change your mind, not what happens when the accommodation fails.

3. The room is materially different from what was shown

If, on arrival, the accommodation is materially different from what was displayed on palmabook.com at the time you booked, tell us before you accept it, and tell the front desk. Material differences include a different room category from the one purchased, a missing feature that was stated on the room you selected, or a number of beds or a bed type that cannot accommodate the guests declared in the reservation.

Where the difference is material and cannot be corrected by the hotel, we seek an equivalent solution at no additional cost to you, and where none is available, we refund the amount charged.

We display only information supplied to us by the accommodation provider. We do not invent photographs, ratings, bed configurations or amenities, and where the supplier gives us no information for a given field, we display nothing rather than filling the gap. If you find a discrepancy between what the site showed and what exists, report it to us: it is a defect on our side, and we want it corrected.

4. What this protection does not cover

This protection concerns the accommodation being provided as sold. It does not cover a change of mind, a change of travel plans, a missed flight, a denied boarding, a visa refusal, illness, or any other circumstance outside the accommodation itself. Those situations are governed by the cancellation terms of your rate, as described in the Cancellation and Refund Policy.

It does not cover dissatisfaction with matters that were accurately described before you booked, nor amounts paid directly to the hotel on site, such as resort fees, city taxes collected locally, parking, meals or incidentals. Palmabook can only refund what Palmabook charged.

5. How to make a claim

Contact us as soon as the problem appears, and where possible before leaving the property, so that a solution can still be found on the spot. Write to partners@palmabook.com from the email address used for the reservation, or call +1 (855) 448-2665, and quote your booking reference.

Tell us what you were sold, what you were given, and what the hotel told you. Photographs and the name of the person you spoke to at the front desk make a claim far faster to settle. Claims relating to arrival should reach us within twenty four hours of the scheduled check-in wherever the situation allows.

6. How a refund is paid

Refunds under this page are issued through our payment processor to the original payment method only, in the currency charged. We cannot refund to a different card or by other means. Once issued, the credit typically appears on your statement within five to ten business days, depending on your bank. Your booking page states that a refund has succeeded only once the payment processor confirms it.

If a refund attempt fails, the amount owed to you remains recorded and is retried automatically until it succeeds. No action on your part is required for that to happen.

7. Consumer rights

Nothing on this page limits rights that cannot be waived under the consumer protection law that applies to you. This page applies together with our Cancellation and Refund Policy, our Terms of Service and our Privacy Policy.

Questions may be sent to partners@palmabook.com or asked by telephone at +1 (855) 448-2665.