Effective Date: August 25, 2024
At Novyrex Hotels, we strive to provide exceptional service and accommodations. This refund policy outlines the conditions under which refunds may be issued for hotel bookings, services, and related charges.
Reservations cancelled more than 48 hours before the scheduled check-in time are eligible for a full refund, minus any applicable processing fees.
Reservations cancelled within 48 hours of the scheduled check-in time will be charged for one night's accommodation. The remaining nights may be refunded at management's discretion.
Guests who fail to arrive on their scheduled check-in date without prior cancellation will be charged the full amount of the reservation with no refund available.
Early departure from your reservation does not entitle you to a refund for unused nights, unless approved by management due to exceptional circumstances.
Certain promotional rates and packages are non-refundable and cannot be cancelled or modified. These conditions will be clearly indicated at the time of booking.
Group reservations (10+ rooms) have specific cancellation policies that will be outlined in the group contract. Standard refund policies may not apply.
Reservations during special events, holidays, or peak seasons may have modified cancellation policies with extended notice requirements.
Spa services cancelled with at least 24 hours' notice are eligible for a full refund. Cancellations with less than 24 hours' notice will be charged 50% of the service cost.
Restaurant reservations can be cancelled without charge up to 2 hours before the reserved time. Special event dinners may have different cancellation policies.
Activity bookings arranged through our concierge are subject to the third-party provider's cancellation policy. We will assist in processing cancellations but cannot guarantee refunds.
In cases of severe weather, natural disasters, or government-mandated travel restrictions that prevent arrival, we will work with guests to reschedule or provide appropriate compensation.
If we are unable to provide agreed-upon services due to facility issues or other operational problems, we will offer alternative accommodations or a full refund.
Documented medical emergencies that prevent travel may be eligible for refund consideration on a case-by-case basis, subject to management approval.
Approved refunds will be processed within 5-10 business days from the date of approval. Refunds will be issued to the original payment method used for the booking.
Refunds may be subject to processing fees charged by financial institutions or payment processors. These fees are beyond our control and will be deducted from the refund amount.
For international payments, refunds will be processed in the original currency. Exchange rate fluctuations may affect the final refund amount.
To request a refund, please contact us using one of the following methods:
Please provide your reservation number, booking details, and reason for the refund request. Our team will review your request and respond within 24-48 hours.
If you disagree with a refund decision, you may escalate the matter to our Guest Relations Manager. We are committed to resolving disputes fairly and in accordance with Canadian consumer protection laws.
We strongly recommend that guests purchase travel insurance to protect against unforeseen circumstances that may affect their travel plans. Travel insurance can provide coverage for non-refundable bookings in situations not covered by our refund policy.
This refund policy may be updated from time to time. Changes will be posted on our website and will apply to bookings made after the effective date of the update.
For questions about refunds or to request a refund, please contact us:
Novyrex Hotels Inc.
405 Spray Avenue
Banff, Alberta, Canada
Phone: +1 306-737-2288
Email: [email protected]
Guest Relations: [email protected]