Booking policy
Know what happens
after you reserve.
Stays use live room inventory and a payment hold. Trips, airport transfers and flight assistance are service requests reviewed by the 4S team.
Last updated · 5 September 20261. Stay reservations
When a 4S Icon stay shows online availability, choosing your dates and completing the reservation holds one physical room for those dates. The hold is normally kept for 24 hours while payment is completed. The room is not considered confirmed until at least the required 25% deposit has been received.
2. Trips, transfers and flights
Trips, airport transfers and flight assistance are requests rather than instant confirmations. After you submit a request, the 4S team reviews the details and contacts you with availability, the final service details and any payment requirement.
3. Payment and confirmation
For an online stay reservation, at least 25% of the booking total must be paid before the 24-hour hold expires. Once the minimum payment is recorded, the stay becomes confirmed. Any remaining balance continues to appear in My Bookings and can be paid later according to the booking terms.
4. Changes to an upcoming stay
You can use My Bookings to request rescheduling, cancellation, room-type changes or guest-detail changes while the reservation is active (including pending payment) and the check-in date is still 5 or more calendar days away. Requested changes remain subject to availability and may change the booking total.
5. Cancellation
An online cancellation request can be submitted from My Bookings while check-in is 5 or more calendar days away. Once the stay is 4 calendar days away, the online cancellation and change controls close. Contact the 4S team if you need assistance after that point; any exception, charge or refund will depend on the confirmed booking terms and any applicable supplier rule.
6. Rescheduling
When rescheduling is available in My Bookings, choose the new dates and submit the request. The original booking remains active until the change is approved. If the new stay costs more, the additional balance is added to the booking. If a lower-priced change would require money to be returned, the 4S team will resolve the refund before completing the change.
7. Operational or supplier changes
Weather, airline schedules, safety requirements, room operations or third-party supplier changes can occasionally affect a confirmed service. Where that happens, the 4S team will communicate the available alternative, rescheduling option or supplier remedy as soon as practicable.
Need help with a booking?
Use My Bookings for eligible stay changes, or contact the team on 201006349919 and keep your booking reference ready.