When your plans change
Contact the host as soon as possible if you need to change or cancel a booking.
Acting quickly gives the host more time to respond and may improve the chance of agreeing an alternative arrangement.
If you can no longer visit, cancel the booking or contact the host rather than leaving them waiting for you.
Before the booking is confirmed
If your booking request has not yet been accepted or paid, you may be able to withdraw it without a payment being involved.
Check the booking status first and let the host know that you no longer wish to continue.
Do not complete payment if the date, time or other important details are no longer suitable.
Changing a confirmed booking
A confirmed booking cannot always be changed automatically.
Contact the host through Hidden Places and explain clearly what you would like to change.
This may include:
- The booking date.
- The arrival or departure time.
- The number of guests.
- The Experience selected.
- The activity you plan to carry out.
- Whether children, dogs or additional vehicles will attend.
Changes must be agreed
A requested change is not confirmed until the host has agreed and the booking details have been updated where required.
You ask whether your booking can move from Saturday to Sunday. The host agrees, and the revised date is confirmed before you make new travel arrangements.
You send a message saying you will arrive on a different day and assume the change has been accepted without receiving a reply.
Changes that affect the price
Some changes may alter the amount due.
This may happen when:
- You extend the booking duration.
- You move to a differently priced Experience.
- You increase the group size.
- The new date has different pricing.
- Additional facilities or services are included.
Any additional payment should be completed only through Hidden Places.
Cancelling a booking
Use the cancellation option shown within your booking where one is available.
If you cannot see an appropriate option, contact Hidden Places support rather than assuming the booking has been cancelled.
The booking should only be treated as cancelled when the status has been updated accordingly.
Cancellation terms
The refund available may depend on the cancellation terms that applied when the booking was made.
Factors may include:
- How far in advance you cancel.
- Whether the booking has already started.
- The terms shown during checkout.
- Whether the host agrees to an alternative arrangement.
- Whether exceptional circumstances apply.
Always check the cancellation information shown during the booking process before completing payment.
Refunds after cancellation
If a refund is due, it will normally be returned to the original payment method.
The time taken to appear in your account may depend on your bank or card provider.
A refund may show as pending or take several working days after it has been approved.
If the host cancels
A host may occasionally need to cancel because of an unexpected safety issue, severe weather, access problem, illness or another circumstance preventing the visit.
Hidden Places should explain the cancellation and any next steps relating to a refund or alternative arrangement.
Do not travel to the Place after being told that the booking has been cancelled.
Weather-related changes
Outdoor Places can be affected by heavy rain, flooding, strong winds, snow, extreme heat or unsafe ground conditions.
Contact the host if you are concerned about the forecast, but do not assume that poor weather automatically cancels the booking.
The host may confirm that the Place remains usable, suggest a change or cancel if conditions are unsafe.
Illness or emergencies
Contact the host as soon as reasonably possible if illness or an emergency prevents you from attending.
Refund eligibility will still depend on the applicable terms and circumstances, but early communication helps everyone understand what has happened.
Do not make changes outside Hidden Places
Keep messages, agreed changes and any additional payment within the Hidden Places platform.
Avoid arranging a replacement booking privately with the host, as this may remove the protections and records connected with the original booking.
If you and the host agree a new date
Make sure the booking record is updated before treating the new date as confirmed.
Check:
- The revised date and time.
- The Experience and duration.
- The guest numbers.
- Any price difference.
- The latest booking status.
Disagreements about a cancellation
If you and the host cannot agree, keep all communication polite and within Hidden Places.
Contact support and provide a clear explanation of:
- What was booked.
- Why the booking was changed or cancelled.
- When each party was notified.
- What outcome you are requesting.
- Any relevant messages or booking information.
Do not send full card details or other sensitive financial information.
Before making new arrangements
Check that the original booking has been cancelled or changed successfully before booking another Place.
This helps avoid duplicate bookings or unexpected charges.