Cancellation & refunds

1. Cancellation eligibility

Cancellations made at least 21 days prior to the scheduled check-in date are eligible for a 75% refund of the total reservation amount. Business Stay Group retains a 25% cancellation fee. Cancellations made less than 21 days prior to check-in, and no-shows, are non-refundable.

*The 75% refund is calculated on the total reservation amount before any separately disclosed, legally applicable non-refundable payment processing deduction. These terms are subject to mandatory legal rights and any reservation-specific terms expressly agreed in writing.

2. Send your cancellation in writing

All cancellation requests must be submitted in writing to Business Stay Group at support@bstaygroup.com. Include your reservation reference, guest name, accommodation and scheduled check-in date, and clearly identify the reservation you wish to cancel.

The applicable cancellation cut-off and local time zone are stated in the accepted quotation or reservation confirmation. Keep your written request and cancellation confirmation for your records.

3. Refund method and timing

Any applicable refund will be processed to the original payment method within 10–15 business days after cancellation confirmation. Your bank or card issuer may require additional time to show the refund in your account.

The refund confirmation will show the reservation amount, cancellation fee, any applicable processing deduction and the refundable total. For an update on an eligible refund, email billing@bstaygroup.com with your reference.

4. Reservation changes

Changes to dates, room type or length of stay are subject to availability and Business Stay Group approval. Any revised price or conditions will be communicated for agreement before the change is confirmed.

Changes requested less than 21 days prior to check-in may be subject to the applicable cancellation policy. Do not treat a change request as confirmation that the reservation has been amended.

5. No-shows and early departure

No-shows are non-refundable. Unused nights following an early departure are non-refundable unless Business Stay Group agrees otherwise in writing.

6. Payment processing fees

An applicable non-refundable payment processing fee may be deducted from the refundable amount only where it was disclosed before acceptance and the deduction is permitted by applicable law. Any deduction is set out in the refund calculation.

7. Exceptional requests and statutory rights

Exceptional cancellation or refund requests are reviewed on a case-by-case basis. Send the circumstances and any relevant supporting information to support@bstaygroup.com. Review does not guarantee an exception.

Nothing in this policy limits a refund or other remedy required by applicable law. Sending a free stay enquiry does not take payment, so there is no enquiry charge to refund.