There is no single cancellation rule for every hotel; the rate terms shown before payment matter most. This page explains how HandMeKey handles cancellations, refunds and support.
Last updated: 10 September 2026The cancellation policy attached to the rate you selected is the controlling policy. We display the free-cancellation deadline and known penalties before confirmation when supplied by the hotel or inventory partner.
If the rate allows free cancellation and the booking is cancelled before the stated deadline, an eligible refund is processed according to the original payment method and the payment or inventory partner's processing rules.
Rates marked non-refundable may carry a penalty up to the full booking value. HandMeKey does not promise a refund that conflicts with the terms shown at purchase unless the hotel or fulfillment party approves an exception.
After a refund is accepted, it may take several business days to appear depending on your bank, card network and payment provider. Bank processing time is outside HandMeKey's control.
If a hotel cannot honor a confirmed reservation, contact HandMeKey Guest Support immediately. We will review the confirmation and coordinate with the hotel or inventory partner to seek an appropriate resolution, which may include re-accommodation or refund depending on the circumstances and applicable rights.
Start from My Trips or the Contact page and include your booking reference, hotel name and arrival date. Never send full card details by email or message.
