Refund Policy

Last updated: March 2026

Eligibility for Refund

Refunds are issued in accordance with our Cancellation Policy. The following situations qualify for a full or partial refund:

• Cancellation made more than 24 hours before check-in: Full refund
• Cancellation due to force majeure (with documentation): Full refund
• Hotel unable to honor confirmed reservation: Full refund plus assistance with alternative accommodation
• Significant service deficiency reported during stay and verified by management: Partial refund or credit at management's discretion

Non-Refundable Situations

• No-shows without prior notification
• Late cancellations (less than 24 hours before check-in) — first night charged
• Early departure (checking out before the end of your reserved dates)
• Bookings explicitly marked as non-refundable at the time of booking
• Incidental charges (minibar, damages, smoking surcharge)

Refund Process

Direct bookings (website, phone, WhatsApp): Refunds are processed within 5-7 business days of the cancellation being confirmed. The refund will be issued to the original payment method. Cash payments will be refunded via bank transfer — please provide your bank account details when requesting the refund.

OTA bookings (Booking.com, Expedia, Agoda, etc.): Refunds for bookings made through third-party platforms are processed through that platform according to their refund policies and timelines. Please contact the OTA directly for refund status. We process our end within 48 hours of cancellation.

Disputes

If you believe a refund has been incorrectly denied or the amount is wrong, please contact us directly at info@hotelfiverivers.pk with your booking reference number and a description of the issue. We will review the case and respond within 48 hours.

Corporate Account Refunds

For companies with active MOUs, refunds and credits are handled through the monthly billing cycle. Cancellations within the MOU terms will be reflected as credits on the next monthly invoice rather than processed as individual refunds. Contact your dedicated account manager or corporate@hotelfiverivers.pk for corporate refund queries.

Currency

All refunds are issued in Pakistani Rupees (PKR). If the original payment was made in a foreign currency, the refund amount may vary due to exchange rate fluctuations between the payment date and the refund date. Hotel Five Rivers is not responsible for exchange rate differences.