Cancellations, refunds and complaints

How cancellations and refunds work, and who to tell when something is wrong. The cancellation terms of the room you book are the ones shown on the page at the time of booking and repeated on your confirmation; those terms govern, and this page is the summary around them.

Cancellation policy

• Every rate carries the hotel's own cancellation terms. Before you book, the page shows that rate's deadline and what is charged after it, and the tick confirms you saw it; the confirmation page and e-mail repeat it.
• We charge no booking fee, no cancellation fee and no service fee. You pay the hotel's own rate, and anything charged on cancellation is the hotel charging it under its terms.
• Cancel before the free-cancellation deadline and the hotel charges nothing. After it, or if you do not arrive, the hotel charges what the page stated — commonly one night or the whole stay.
• Some rates take a deposit or the full stay at booking. Those are marked before you book and need a separate tick.
• To cancel, write to us or message us on WeChat with your confirmation number. We raise it with the hotel the same business day and send you the hotel's own cancellation confirmation.

Refunds

Upon cancellation of the transportation or travel services, where the passenger is not at fault and has not cancelled in violation of any terms and conditions previously clearly and conspicuously disclosed and agreed to by the passenger, all sums paid to the seller of travel for services not provided will be promptly paid to the passenger, unless the passenger advises the seller of travel in writing, after cancellation. This provision does not apply where the seller of travel has remitted the payment to another registered wholesale seller of travel or a carrier, without obtaining a refund, and where the wholesaler or provider defaults in providing the agreed-upon transportation or service. In this situation, the seller of travel must provide the passenger with a written statement accompanied by bank records establishing the disbursement of the payment.

On hotel bookings the hotel charges for the room directly, at the time stated in its terms at booking; we do not collect it. A deposit or a prepaid rate is taken by the hotel directly, and any refund of it follows the hotel's own terms — we take it up with them and tell you the outcome in writing.

Complaints and disputes

• Tell us first. Write to jay@flybest.org with "Complaint" in the subject and your confirmation number. We acknowledge within one business day and give you an outcome or a status within five business days.
• If that does not settle it, the agency of record. Every booking here is made through Coastline Travel Advisors: 1-800-448-2374, 12373 Lewis St., Ste. 201, Garden Grove, CA 92840.
• If it is still unresolved, the California Attorney General. Sellers of travel in California are overseen by the Department of Justice: oag.ca.gov/travel.