Guests pay a deposit at booking through Chapa, Telebirr, or CBE Birr. The remaining balance is settled with the hotel at check-in.
Eligible refunds
- The hotel cannot honour a confirmed booking.
- The room delivered materially differs from the room booked.
- The guest cancels within the hotel's free-cancellation window (see the Cancellation Policy).
How it works
- Open your booking confirmation page (linked in your confirmation email) and choose Cancel booking — any amount you have paid automatically becomes a tracked refund request.
- The hotel and Royal Stay review the request against the cancellation window shown at booking.
- Approved refunds are issued manually by Royal Stay finance through the original payment provider. Royal Stay does not run automatic refunds, so the time to receive the money depends on that provider and your bank.
- Royal Stay reverses its 10% commission on any fully refunded booking so hotels are never out of pocket for the platform fee.
Non-refundable items
Third-party fees charged by the payment processor and any consumed services (room nights already stayed, add-ons already used) are not refundable.
Need help?
Contact hello@royalstay.africaor WhatsApp +251 916 828 164 with your booking reference.