Stayforlong says ‘non-refundable’ even though I canceled. How can I appeal using the hotel’s policy?

If Stayforlong indicates that the reservation is “non-refundable” even though you canceled, you can try to appeal by using the hotel’s actual policy:

• Review the reservation confirmation email and the cancellation conditions
• Check the hotel’s official website to see if its policy allows cancellation in your case
• Save screenshots of the rate, conditions, and cancellation dates
• Keep the email where you requested the cancellation

Contact the hotel directly:

• Provide your name, stay dates, and reservation number
• Ask whether the rate allows cancellation according to their official policy
• Request written confirmation of the applicable conditions

Then contact Stayforlong:

• Send the reservation number and cancellation date
• Attach the hotel policy or the hotel’s written response

Ask them to:

• Review whether the reservation meets the hotel’s cancellation conditions
• Confirm if the provider applied the correct policy
• Process a refund or an exception if the classification was incorrect
• Provide a case or review ticket number

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