Last updated: 18 July 2026
Pending booking requests
A pending request can be cancelled from the booking-details page before check-in while the cancellation control is available. Cancelling releases the requested dates. Because a pending request is not yet a confirmed reservation, no automatic cancellation fee is created by the website.
Confirmed reservations
Confirmed reservations cannot be automatically cancelled from the user account. Contact the resort team as early as possible so availability, services, payment status, and any individually agreed conditions can be reviewed safely.
Changes to dates or guest details
Date, guest-count, accommodation, and meal-plan changes depend on availability and may change the total price. A requested change is effective only after written confirmation from the resort.
Payments and refunds
Refund eligibility and timing depend on the booking confirmation, the selected manual payment method, payment status, services already provided, and any agreed offer. Bank and card processing times or blockchain finality can affect how and when funds are returned or recorded.
No-shows and late changes
If a guest does not arrive and has not contacted the resort, the confirmed booking conditions may apply. Contacting the team early gives the best opportunity to discuss a practical solution.
How to request help
- Open the booking in your private account and note its booking number.
- For a pending request, use the cancellation form on the booking-details page.
- For a confirmed stay, contact the team with the booking number, dates, guest name, and requested change.
The specific conditions in your written booking confirmation or individually agreed offer take priority over this general guidance.