Cancellation & Refund Policy

1. Rate Plan Types

Every booking on LomaRoomz is made under one of two rate plan types:

1.1 Free Cancellation (Refundable)

A free cancellation rate allows you to cancel your booking without penalty, provided you cancel before the cancellation deadline set by the hotel. This deadline is clearly shown on the booking page (e.g. "Free cancellation until 24 hours before check-in").

• If you cancel before the deadline: no charge.
• If you cancel after the deadline: the hotel may charge the first night's rate or up to the full booking amount, at their discretion.
• If you do not show up (no-show): the hotel may charge the first night's rate or the full booking amount.

1.2 Non-Refundable

Non-refundable rates are typically priced lower than free-cancellation rates. However, once confirmed:

• The booking cannot be cancelled, modified, or refunded under any circumstances.
• If you do not check in (no-show), the full booking amount may still be charged by the hotel.
• The rate plan type is clearly labelled "Non-Refundable" on the booking page before you confirm.

2. How to Cancel a Booking

Since payment is made directly at the hotel, there is no online cancellation button. To cancel a booking:

1. Contact LomaRoomz Support — Call or email us with your booking reference. We will cancel the booking in our system and notify the hotel.
2. Contact the Hotel Directly — Call the hotel using the phone number in your confirmation email and request cancellation. Quote your booking reference.

We recommend cancelling as early as possible, and ideally by the method that gives you a written record (email or WhatsApp message).

3. Refunds

Because LomaRoomz does not collect payment from guests, all refund decisions rest with the hotel.

• For free-cancellation bookings cancelled before the deadline: no payment was collected, so no refund is needed.
• If a hotel collected a deposit or advance payment and you are entitled to a refund, the hotel must process it directly to the original payment method within their stated refund period.
• LomaRoomz will advocate on your behalf in any dispute with the hotel regarding refunds.

4. Modifications

Date changes, room upgrades, or guest count modifications are subject to availability and the hotel's own modification policy. Contact us or the hotel directly to request a change. We cannot guarantee that modifications will be accommodated.

5. Extenuating Circumstances

In exceptional cases — such as a natural disaster, government travel ban, or serious medical emergency — we encourage you to contact both LomaRoomz support and the hotel. While we cannot guarantee waivers, many hotels will work with guests in genuine emergencies. Supporting documentation (e.g. medical certificate, official travel advisory) strengthens your case.

6. Hotel-Initiated Cancellations

In the rare event that a hotel cancels a confirmed booking (e.g. due to property renovation, overbooking, or force majeure), LomaRoomz will:

• Notify you immediately by email and phone.
• Assist you in finding an alternative hotel at a comparable price.
• Facilitate any advance payment refund owed by the hotel.

7. Contact & Disputes

For any cancellation, refund dispute, or policy question, contact our support team: