Cancellation policy

Cancellation conditions depend on the selected rate plan. This policy reproduces, in a clear form, the two policies configured for both hotels in PynBooking as of September 21, 2026. The condition displayed before payment and included in the booking confirmation is the one applicable to your stay.

1. Summary of the two rates

2. The flexible and guaranteed rate

• Cancellation without penalty is possible if the hotel receives the request at least 7 calendar days before the check-in date.
• Within the same timeframe, a modification can be requested without a cancellation penalty, but it is subject to availability; the price difference for the new room/period remains due or refundable, as the case may be.
• If the booking is not cancelled or modified within the deadline, it becomes non-refundable and the total price may be charged.
• Lack of funds or inability to charge the card does not automatically cancel booking obligations and may lead to the cancellation of the guarantee after notification, in accordance with the confirmation received.

3. The non-refundable rate

• The total price may be charged immediately after the booking is placed and confirmed.
• Cancellation, modification that cannot be accepted, or no-show will result in the retention/charging of the total price.
• Changing the name, period, or room is not guaranteed. If we accept it, there may be price differences and new conditions, which will be confirmed before the change.

4. How to cancel or modify

For a direct booking, write to contact@hotel-eden.ro or contact the reception at +40 230 314 733. Include the holder's name, booking number, hotel, and dates. For your protection, a cancellation is considered registered when you receive written confirmation from the hotel; if you do not receive it within a reasonable time, please follow up by phone.

For bookings made through Booking.com, an agency, or another intermediary, use the respective platform's channel and procedure. We cannot always directly modify a booking managed by a third party.

5. No-show, late arrival, and early departure

No-show on the booked date, without confirmed cancellation, follows the rate conditions and may result in the total cost. If you arrive late, notify the reception; failure to inform may lead to the release of the room, without eliminating the applicable penalty.

Early departure or the voluntary non-use of certain nights or services does not automatically generate a refund. We will review any request in relation to the rate, the actual possibility of resale, and legal obligations.

6. Refunds

When cancellation is free or the hotel approves a refund, the eligible amount is usually returned via the original payment method without undue delay. The time for the money to appear in your account also depends on your bank or processor. We do not charge a cancellation fee that was not communicated prior to booking.

An uncharged pre-authorization is released by the card issuer according to its own terms and may temporarily appear as a blocked amount.

7. Exceptional customer circumstances

For illness, accident, or other personal circumstances, contact us as soon as possible. We may review a rescheduling or a commercial solution, but this does not automatically turn a non-refundable rate into a refundable one. We may request only strictly necessary documents; please do not send excessive medical data.

8. Cancellation or modification by the hotel

If we cannot provide the confirmed service for a reason attributable to us, we will offer you an at least equivalent alternative, a rescheduling accepted by you, or a full refund of the unprovided service. These options do not limit the mandatory remedies provided by law.

In case of force majeure, we will communicate the known effects and available solutions, taking into account the services that can still be provided, recoverable amounts, and applicable regulations.

9. Right of withdrawal

Accommodation bookings for a specific date or period do not benefit from the general 14-day right of withdrawal, pursuant to Art. 16 lit. l) of GEO no. 34/2014. The right to cancel results from the rate plan and this policy.

10. Order of documents

If there are differences, the following apply in this order: the individual condition displayed and accepted for the chosen rate, the booking confirmation, this policy, and the Terms and conditions. No wording removes rights that cannot be limited by contract.