legal
How to change or cancel a booking, when a charge applies, and how refunds are returned. The specific window and charge come from the rate you booked.
Please note — this policy is being finalised. The terms that govern your stay are the ones set out on your booking confirmation and supplied by the property. Where the two differ, your confirmation prevails.
Cancellation terms are set by the rate you book, not by the group as a whole. A flexible rate and an advance-purchase rate are different products with different prices, and they cancel differently — that difference is the reason one costs less than the other.
The terms that apply to you are shown before you pay and are restated on your booking confirmation. That confirmation is the authoritative record. If you cannot find it, reservations can send it again.
Bookings made directly with MAYFAIR can be changed or cancelled by contacting central reservations or the property itself, quoting your booking reference.
Bookings made through a travel agent or an online travel platform must be changed through whoever you booked with. The property cannot alter a reservation it does not hold the contract for.
A cancellation made within the window stated on your confirmation, or a booking on a rate sold as non-refundable, may attract a charge up to the amount stated in those terms. Outside that window, a booking on a flexible rate is cancelled without charge.
Failing to arrive without cancelling is treated as a cancellation inside the window, and the rate's stated charge applies.
An approved refund is returned to the original method of payment. The property does not choose how long that then takes to appear — that is set by your bank or card issuer, and is commonly several working days.
Where a booking was paid through an agent or platform, the refund is returned along the same route it came.
Leaving before the booked departure date may still attract the balance of the stay, depending on the rate. The property will tell you where you stand before you check out rather than after.
Group bookings, weddings and conferences are contracted separately, with their own deposit schedules and cancellation terms. Those are set out in the event contract and are not governed by this page.
Where a stay is prevented by something neither guest nor property controls — a natural event, a government restriction, a closure ordered by an authority — the property will work with you on a reasonable outcome, whether that is a rebooking or a refund.
Have your booking reference to hand and reservations can deal with it in one call.