How does the Cancellation Guarantee work?

In this article...

• Our promise
• What do I need to get the Cancellation Guarantee upgrade?
• How are cancellation policies compared?
• Restrictions
• How do I get the Cancellation guarantee upgrade?
• What happens after I request an upgrade?

Our promise:

We are so confident in our Prime offer that if you find any better cancellation terms at this price within 24 hours of booking your accommodation with us, we’ll upgrade your cancellation terms to match them.

What do I need to get the Cancellation Guarantee upgrade?

To get your upgrade, you need to be a Prime member, and the offer from the competing accommodation provider must match our offer in the following criteria: 

• Same stay details, including: 
  • hotel or accommodation
  • check-in/check-out dates 
  • traveller type and number (e.g. number of adults, children or babies)
    room type and amenities (views, beds, private bathroom, etc.)
    meal plans (breakfast included, full board, etc.)
• Same or lower price
• Same currency and form of payment used

How are cancellation policies compared?

Cancellation policies vary, and are often defined by the last possible date and time for cancellation, the final date and time for a refund, or the possibility of a partial refund.

For the purpose of comparison, a superior cancellation policy will be defined as one that permits the customer to receive a minimum refund closest to the check-in date. This is prioritized even if the refund amount is lower than the one of other policies with earlier final cancellation deadlines.

We will compare the requested and initial cancellation policies based on the following two steps:

1. Latest Date and time of Refund (Even Partial)

   • Acceptance: We’ll accept your request if the requested policy's final refund date and time are closer to the check-in date than the initial policy's date.
   • Next Step: If the final refund dates and times are equal, we will proceed to Step 2 (comparing redeemable amounts).
   • Rejection: If the requested policy's date and time aren’t better (i.e., not closer to check-in), your claim won’t be accepted.

    

2. Highest Redeemable Amount
   • Acceptance: We will accept your request if the requested policy refunds a higher amount upon cancellation.
   • Rejection: We will not accept your request if the requested policy refunds the same amount upon cancellation (as both policies would be considered exactly equal).

Restrictions:

You will not be eligible for an upgrade if: 

• The competing offer is from another eDreams ODIGEO brand (e.g. Opodo, eDreams, Travellink, GoVoyages).
• You are not a Prime member.
• The competing offer is part of a loyalty programme.
• The competing offer is part of a loyalty programme.
• You do not provide evidence for one or more of the criteria outlined above (eg if it does not specify the accommodation type).
• Your screenshots do not include the time or date showing when they were taken, or the final booking step (prior to completing the booking). 
• We have reason to believe that the evidence provided has been falsified or compromised.

We reserve the right to check the details provided on the website specified, within 24 hours of submission of your Cancellation Guarantee request. If we can’t find evidence of such an offer, your claim may be declined.

This Cancellation Guarantee only applies to accommodation and doesn’t apply to any other booking type (e.g. flight, car, hotel+flight, etc.).

Your upgrade will be the update of the cancellation terms of your Prime booking to match the competing offer.

How do I get the Cancellation guarantee upgrade?

Use this form to submit your request within the first 24 hours after booking your Prime accommodation on Opodo website.

1. Write “Cancellation guarantee request for accommodation” or “Cancellation guarantee request for hotel” in the subject field.
2. Select “Request” from the “Contact Reason” dropdown menu, then choose “Cancellation guarantee”’ from the “Category” field that follows.
3. Add a short description of the competing provider’s offer and the link to it.
4. Attach screenshots of both our offer and the competing offer (including all fees and taxes) and showing all criteria as outlined above.

What happens after I request an upgrade?

If we have all the required information, we’ll check whether the competing offer meets the conditions mentioned above. If it does, we’ll confirm your upgrade in an email. When claiming your cancellation rights, we will ensure we respect the updated conditions.