Before your reservation is confirmed
You can withdraw or amend an unconfirmed enquiry through My booking or by contacting reservation@hotelpalazzomanfredi.com. Include your request reference. Submitting this website’s enquiry form records your request; it does not charge your card or create a paid reservation.
Your confirmed rate, including promotional offers
The written offer must explain the cancellation deadline, any cancellation charge, deposit treatment, no-show rules and amendment conditions before you accept. Promotional and non-refundable offers may have different conditions from flexible rates. A promotional price alone does not establish whether a booking is refundable: check the conditions attached to your offer.
Accommodation booked for specific dates is generally excluded from the ordinary fourteen-day cooling-off right for online purchases. The cancellation rights in your accepted offer and your rights under applicable law still apply.
Request a change or cancellation
Use My booking or contact reservation@hotelpalazzomanfredi.com with your booking reference, stay dates and the change or cancellation you are requesting. If you are also requesting a refund review, say so and give a brief explanation without sensitive personal details. Contact us as soon as you reasonably can and follow any notice requirements in your confirmed terms. Keep a copy of your notice and our response.
New dates, occupancy or room categories depend on availability and may change the price. An acknowledgement records receipt of your request; it does not confirm a revised stay or approve a refund. Cancellation notices take effect according to your confirmed terms and applicable law.
Force majeure and family emergencies
If an event beyond your control or a serious family emergency prevents your stay, you can ask the reservations team to review your circumstances, including when you booked a promotional or non-refundable rate. Explain briefly what happened, when it happened and how it affects the booked dates. The team may ask for limited supporting evidence where necessary.
The review considers the circumstances, your confirmed terms and applicable law. Depending on those factors, the outcome may be a refund, a change of dates or another agreed arrangement. Submitting a request does not guarantee an exception or refund. Any entitlement provided by law remains unaffected and is not dependent on a discretionary exception.
Health-related requests and supporting documents
For a health-related request, contact the team first without including a diagnosis, medical history or medical records. If a medical certificate is necessary for the review, ask the team to explain the minimum information required and provide a suitable secure way to send it. A certificate should be limited to confirming the relevant inability to travel or stay and the affected dates, with only the identification necessary to link it to the request. Remove unrelated medical details.
Do not upload medical documents to the public enquiry form or send them in an ordinary email. Before you provide health information, the team must explain how it will be used and protected, the applicable basis for handling it, who may access it and how long it will be retained. For evidence about another person, ask for guidance before sharing their information.
Review outcome and refunds
The reservations team will provide the outcome in writing and explain the relevant booking conditions or other basis for its decision. If a refund is due under your confirmed terms or applicable law, or an additional refund is agreed, the response will state the amount, any deduction and its basis, the payment method and the expected processing time. Any applicable legal deadline remains in force.
If a refund cannot be approved, you can ask for an explanation or provide relevant additional information. Restaurant, transfer, treatment and other separately arranged services may have their own conditions. Nothing on this page limits mandatory consumer rights.
If your arrival is close
State clearly whether you wish to cancel, change dates or request a refund review, and identify the booking and stay dates. If arrival is close or you have not received an acknowledgement, use the contact route stated in your confirmation and retain evidence of your notice. The effect of a cancellation follows your confirmed terms and applicable law.