Refund Policy
1. Cancellation and refund rules
Cancellation charges: The applicable charges depend on the cancellation policy displayed when you booked.
Refund eligibility: Whether you qualify for a refund depends on the terms of your booking.
Booking modifications: The process for modifying a confirmed booking is provided in your booking confirmation voucher.
Hotel unable to provide your booking: If The Fern cannot fulfil your confirmed reservation, for example, because the property is unavailable, the published terms state that you will receive a full refund if you have already paid.
Payment issues: For problems with payment processing, cancellations or refunds, you can contact the reservations team.
2. How long does a refund take?
The official terms page does not specify a universal refund-processing time. Contact customer care to confirm the expected timeline for your booking.
3. How to request a refund
Customer care
crs@fernhotels.com
For cancellation, payment and refund enquiries.
Grievance officer
grievanceofficer@thefernhotelroom.com
The official terms state that complaints are acknowledged within 48 hours, with an attempt to resolve them within one month.
4. Important clarification
The official policy does not specify one fixed cancellation fee, a universal free-cancellation deadline, or a standard refund timeline for every booking. Check your confirmation voucher for the exact terms applicable to your reservation