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ILC: FREQUENTLY ASKED QUESTIONS

Reservations: Cancellations / Early Check-Out
Can I cancel a reservation I made through ILC?
Yes. However, you must check the cancellation policy on your confirmation document to ensure that you are not subject to a cancellation penalty. When you cancel your reservation you will be provided with a cancellation number, along with the effective date of cancellation.

What if I don't like the hotel or suite hotel I reserved once I check-in?
Since you do not have to prepay your reservation, you may be able to check-out early without a penalty. Ask at the front desk if an early check-out penalty will apply.

We do make every effort to provide you with sufficient information on our website to assist you in selecting a property that meets your needs, whether it is based on location, rating, price or type of accommodations offered. We recommend that you read all of the information carefully before you make a reservation, and if you have questions feel free to either email us your questions, or speak to one of our reservation specialists, as we will do our best to help you find a property that meets your needs.

If your reservation was prepaid, the refund of any unused portion is subject to the terms outlined in the Special Conditions section on the property's Rates page, or refer to the confirmation document.

Can I call ILC to cancel my on-line reservation?
No. Cancellation requests for reservations made on-line must be made through our website. The effective date of the cancellation request is the date it is received by us during our business hours, and not the date you send it. Cancellation requests received outside of our business hours (such as at night, on weekends or holidays) will be processed on the next business day following its receipt. We will acknowledge the cancellation in writing within 2 business days of its receipt.

Can I call ILC to cancel a reservation I made through the call center, by fax, or by email?
No. Cancellation requests must be received by us in writing, by either fax, email or mail. The effective date of the cancellation request is the date it is received by us during our business hours, and not the date you send it. Cancellation requests received outside of our business hours (such as at night, on weekends or holidays) will be processed on the next business day following its receipt. We will acknowledge the cancellation in writing within 2 business days of its receipt.

What if I need to cancel a reservation when I'm already in Spain?
You can fax or email us to cancel your reservation, but it may be easier for you to contact the hotel or suite hotel directly if you are already in Spain. Hotel and suite hotel contact numbers are listed on your confirmation document. Always refer to the confirmation document's cancellation policy to understand your obligation with respect to the cancellation policy and to determine if you will be subject to a cancellation penalty. You are responsible to document the date, time, cancellation number (if applicable) and name of the person you speak to at the hotel or suite hotel. In the event that you cancel your reservation directly with the hotel or suite hotel, we will not be responsible for intervening in the event of a discrepancy or if a penalty is charged. You must contact the hotel directly to resolve any issues.

What is the cancellation policy of the hotels or suite hotels?
Most hotels and suite hotels have a three day prior to arrival cancellation policy. In other words, you must cancel your reservation by 3:00 p.m. hotel time at least three days before your arrival date, in order to avoid a penalty. This may vary from property to property, especially during certain times of the year (for example, during Holy Week April Fair in Seville, at New Years, etc.). For additional information, please refer to the Cancellation Policy section on the property's Rates page, or the confirmation document.

What happens if I do not show up at the hotel or suite hotel on the date I reserved?
All hotels and suite hotels will charge at least a one night penalty if you do not show up on the date that you reserved. For additional information, please refer to the Cancellation Policy section on the property's Rates page, or the confirmation document.

What if I check-out prior to my originally reserved departure date?
It is at the discretion of the hotel whether they will charge an early departure penalty, and it is advisable that you inquire at the hotel or suite hotel what their policy is when you check-in. As soon as you realize that you may want to check-out early, you must inform the hotel or suite hotel of your desire to depart early.





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