Booking Cancellations and Refunds
Rakuten Hotels doesn’t charge for cancellations, but the hotel may charge you a cancellation fee. Before you cancel your booking, check the hotel’s change and cancellation policy in your confirmation email.
How to cancel your hotel booking
- Sign in to your Rakuten.com account.
- Browse to “My Account” or navigate directly to Rakuten Hotels
- Browse to “My Reservations”
- Browse to the “Upcoming” tab
- Choose the booking you wish to cancel
- Select "Cancel Booking"
- Review the hotel’s cancellation policy and complete your cancellation
If you don’t see the “Cancel Booking” option, the most likely explanation is that the reservation stay has already commenced. In this case, it is not possible to cancel the booking online within Rakuten Hotels. If you don’t see the “Cancel Booking” option — and the reservation stay has not commenced — or you need assistance cancelling your booking, contact Rakuten Hotels Customer Support at 1.800.390.8931.
If a cancellation occurs after a reservation stay has completed, Rakuten Hotels reserves the right to deduct the respective Cash Back reward from a member account. If this Cash Back reward has already been paid, Rakuten Hotels’ subsequent deduction may result in a negative Cash Back balance.
When you cancel your hotel booking, you may be eligible to receive a refund of the amount you paid, depending on the cancellation policy and terms and conditions of your booking. When and how you receive that refund will depend on how you paid for your booking.
Rakuten Hotels generally processes refunds within 24 hours, but it may take up to two billing cycles for your refund, if you are entitled to one, to appear within your payment card statement. If you have not received a credit within seven days, please contact your bank or credit card company.
When you cancel a non-refundable booking, you will not receive a refund for the amount you paid. The hotel may charge you an additional cancellation fee.