- Cancellation & Refund

Cancellation and Refund Conditions

For reservations made through AWEN HOTEL, cancellation, change and refund processes are evaluated according to the room type, price type, campaign conditions, accommodation dates, number of guests and the conditions specified in the reservation confirmation.

Before completing the reservation process, the Guest is responsible for checking the room type, check-in date, check-out date, number of guests, child guest information, total price, payment method and cancellation conditions. By completing the reservation, the Guest declares that they have read, understood and accepted the cancellation and refund conditions related to the selected service.

Cancellable Reservations

For cancellable reservations, the free cancellation period and refund conditions are specified on the reservation screen or in the reservation confirmation. If the Guest submits a cancellation request within the specified period, the refund process shall be initiated in accordance with the payment method used.

For cancellation requests made after the free cancellation period has expired, all or part of the accommodation fee may be charged depending on the reservation conditions. In such cases, whether a refund will be made is determined according to the cancellation policy accepted during the reservation process.

Non-Refundable and Promotional Reservations

For reservations specified as non-refundable, early booking, promotional, specially discounted or non-changeable, cancellation, change or refund may not be available after the reservation is completed.

For such reservations, the Guest should carefully check the price type and cancellation conditions before confirming the reservation. Since non-refundable reservations offer special price advantages, cancellation or refund rights may be limited.

Reservation Changes

Requests to change the reservation date, room type, number of guests or length of stay are evaluated depending on the Hotel’s availability and the selected reservation conditions.

If a price difference occurs due to a date change or room type change, this difference may be requested from the Guest. If a lower price applies for the new date or room type, whether a refund will be made is determined according to the reservation conditions.

Child Guests and Additional Fees

Age limits, free accommodation conditions, extra bed requests, breakfast or additional service fees for child guests are subject to the Hotel policies specified during the reservation process.

If the age information of child guests is provided incompletely or incorrectly during the reservation process, any price difference or additional fees that may arise during check-in may be requested from the Guest.

Failure to Arrive

If the Guest does not check in on the reservation date and does not provide prior written notice to AWEN HOTEL, this shall be considered a “failure to arrive”.

In the event of failure to arrive, all or part of the accommodation fee may be charged depending on the selected reservation conditions. No refund shall be made for non-refundable reservations.

Early Departure

If the Guest leaves the hotel before the end of the accommodation period, whether a refund will be made for unused nights shall be evaluated according to the selected reservation conditions.

No refund may be made due to early departure for non-refundable, promotional or specially priced reservations. For cancellable or flexible reservations, the refund process is carried out according to the conditions accepted during the reservation process.

Right of Withdrawal Notice

Under the Distance Contracts Regulation, accommodation services such as hotel reservations that must be provided on a specific date or within a specific period are among the exceptions to the right of withdrawal.

Therefore, the general right of withdrawal does not apply to hotel reservations created by the Guest by selecting specific check-in and check-out dates. The Guest’s cancellation, change or refund rights are evaluated within the scope of the price type, package conditions and cancellation policy accepted during the reservation process and specified by the Hotel.

Refund Process

For reservations that are eligible for a refund, the refund is processed through the same payment method used by the Guest. For payments made by credit card or debit card, the time required for the refund to be reflected in the account may vary depending on the relevant bank’s transaction processes.

After AWEN HOTEL initiates the refund process, the Hotel cannot be held responsible for delays caused by the bank or payment institution. For payments made by bank transfer/EFT, the Guest may be asked to provide the necessary account information for the refund.

How to Submit a Cancellation or Refund Request

Guests who wish to submit a cancellation, change or refund request may contact AWEN HOTEL with their reservation information.

You may submit your requests through the following contact channels:

Phone: +90 242 782 44 82
Customer Service: +90 535 898 99 40
E-mail: info@awenhotel.com

In order for cancellation and refund requests to be evaluated, the reservation holder may be required to provide information such as name, surname, reservation date, check-in and check-out dates and, if available, reservation number.

Force Majeure and Special Circumstances

In cases such as natural disasters, epidemic disease, decisions of official authorities, transportation obstacles, security risks or similar circumstances beyond the control of the parties, reservation cancellation, change or refund requests may be evaluated separately within the scope of Hotel policies and the relevant legislation.

AWEN HOTEL evaluates cancellation and refund requests by taking guest satisfaction into consideration. However, in order for the refund process to proceed properly, the request must be submitted through the specified contact channels in a timely manner and the reservation information must be shared completely.

Electronic Approval

The Guest declares that, before completing the reservation process, they had the opportunity to read and review these Cancellation and Refund Conditions electronically, accepted the relevant conditions and approved these conditions by completing the reservation process.