Cancellation policy

Cancellation and Refund Policy


We understand that plans can change, and we aim to keep our policy clear and fair to both our guests and our business. By confirming a reservation, the guest accepts the cancellation, refund, and amendment terms set out below.


1. Free Cancellation


Guests may cancel their reservation free of charge up to 28 days before the scheduled check-in date. To qualify for a full refund, the cancellation must be made through the booking portal or otherwise confirmed by us in writing within this period.


2. Cancellations Within 28 Days of Check-In


For cancellations made less than 28 days before the scheduled check-in date, no refund will be due or payable.

This applies regardless of the reason for cancellation, including but not limited to:


  • illness or medical issues,
  • flight cancellations or travel delays,
  • adverse weather conditions,
  • personal emergencies,
  • transport disruptions,
  • or any other unforeseen circumstances.


As cancellations at short notice are unlikely to be rebooked, the accommodation provider suffers a direct financial loss when the property has been held and removed from availability for that guest.


3. No-Show


If the guest does not arrive on the scheduled check-in date and has not cancelled in accordance with this policy, the booking will be treated as a no-show and no refund will be issued.


4. Early Departure


If a guest checks out before the confirmed departure date, no refund will be given for unused nights or services.


5. Booking Amendments


Requests to amend a booking, including changes to dates, accommodation type, or length of stay, must be made more than 28 days before check-in.


All amendments:


  • are subject to availability,
  • are not guaranteed unless confirmed by us in writing,
  • and may result in additional charges.
  • No amendments will be accepted within 28 days of the scheduled check-in date.


6. Refund Processing


Where a refund is due under this policy, it will be processed back to the original method of payment within a reasonable period after the cancellation has been confirmed. The time taken for the refund to appear in the guest’s account may vary depending on the guest’s bank or payment provider.


7. Travel Insurance


We strongly recommend that all guests take out comprehensive travel insurance at the time of booking.

Guests should be aware that travel to Madeira Island may occasionally be affected by circumstances outside our control, including flight cancellations or delays caused by weather conditions, such as strong winds at Madeira Airport. Travel insurance may help protect the guest against losses arising from such events, including accommodation costs and other travel expenses.


8. Exceptional Circumstances


Any exception to this policy shall be made strictly at our sole discretion and will only be valid if confirmed by us in writing. The fact that an exception may be granted in one case does not create any obligation to grant an exception in any other case.


9. Acceptance of Terms


By making a reservation, the guest confirms that they have read, understood, and accepted this Cancellation and Refund Policy in full.