Non-refundable rates are sold at a discount precisely because they cannot be cancelled for a refund, so as a rule the answer is no. In genuine emergencies it is still worth opening a support ticket — we can ask the property for a goodwill waiver or a date change, but any exception is entirely at the hotel's discretion.
What you agreed to at booking
The non-refundable badge was shown before you paid: the hotel commits the room, you commit the money, and the discount reflects that trade. There is no cooling-off window on these rates, and the policy applies from the moment the booking confirms.
Your realistic options
- Ask for a waiver — open a ticket at support and we will put a goodwill request to the hotel.
- Ask for a date move — hotels refuse refunds more often than date changes; shifting the stay can rescue its value.
- Ask for a credit — some properties offer a voucher for a future stay instead of cash.
Evidence strengthens your case
A goodwill request backed by documents — a medical certificate, an airline cancellation notice — lands much better than a bare change of plans. Send whatever you have with your booking reference, and ask as early as possible: hotels are far more flexible days before arrival than hours before.
Two things worth knowing
Travel insurance is the proper protection for non-refundable bookings — worth buying whenever plans are uncertain. And do not raise a card chargeback for an agreed non-refundable rate: the charge matches terms you accepted and will be defended with them, while a support ticket can genuinely help.
More rate and refund answers in hotels help and payments & account help.