Cancellation and refund policy

Two kinds of rate

Every room we sell carries one of two rules. The rule belongs to the rate — not to the resort, and not to us. We show which one you are looking at on the rate itself, before you pick it, and again next to the pay button.

Refundable

You can cancel free until a stated moment and get everything back. After that moment it is not refundable.

Non-refundable

The money is committed the second the booking is made. There is no refund at any point, including a minute later. Non-refundable rates are usually cheaper — that is what the lower price buys.

If your plans are not certain, take the refundable rate. The difference is usually less than the stay you would lose.

The deadline sentence

On a refundable rate the deadline is written out in full, in one sentence, next to the price:

Free cancellation until 3 December 2026, 23:59 resort time. After that the stay is non-refundable.

Two things about that sentence.

• The time is the resort's local time, not yours. The Dominican Republic is on Atlantic Standard Time, UTC−4, all year — it does not move for summer. If you are in Los Angeles, the resort's midnight is your 8pm the evening before.
• The date is usually a few days before check-in, not the day of. Three days is common; some rates want a week; a few let you cancel up to 24 hours before.

Read it before you pay. It is also in your confirmation email, in the same words, so you never have to come back here to find it.

How to cancel

The button (fastest)

Open your confirmation email and click through to your trip page. There is a Cancel booking button on it. Press it, confirm, and the cancellation confirmation lands in your inbox within minutes.

By email

Write to hello@thecaribbeanguys.com with your booking reference and the word "cancel". We do it the same working day.

Whichever route you use, the cancellation only counts once you have the confirmation email. A message we never received is not a cancellation. If you are close to the deadline, use the button — it is instant, and email is not.

Refunds

Refunds go back to the card that paid. Not to another card, not to a bank account, not as site credit. That is a card-network rule, not our preference.

The refund is issued by Nuitée Travel Limited, the company that took the payment, so their name is the one you will see on the statement line — the same name that appeared when you were charged.

Timing

• We release the refund the same day the cancellation is confirmed.
• Your bank then takes its own time: normally 5 to 10 business days, and up to two statement cycles at the slowest banks.
• If it has not landed after 10 business days, email us with your reference and we will send you the refund confirmation to give your bank.

If your card is not a US dollar card, the refund comes back at your bank's exchange rate on the day it lands, which may be a few dollars off what you paid. That difference belongs to your bank and we cannot change it.

Non-refundable rates

No refund, at any point. There are two exceptions:

• If we cancel the booking — a pricing error, a suspected fraud, anything on our side — you get everything back.
• If the resort cannot house you, the section below applies and a full refund is one of your options.

Illness, a cancelled flight and a change of mind are not exceptions. That is what travel insurance is for, and it is why we mention it at all.

Changing a booking instead of cancelling

Dates, room type and guest numbers cannot be edited after booking. To change them we cancel and rebook — which only works if the rate is refundable and still inside its free-cancellation window. The new stay costs whatever is live that day, which may be more than you paid.

A misspelt guest name we will try to fix, free. The resort decides whether it can be done.

No-shows and leaving early

If you do not arrive, the resort keeps the money. There is no refund and no credit.

If you leave early, the nights you did not use are not refunded.

This applies to refundable rates too, once the stay has started. The free-cancellation window closes before check-in for exactly this reason.

If the resort changes something

Overbooking, a closure, a renovation, a room type that is suddenly unavailable — it happens, and it is not something you should have to argue about at a desk at 11pm.

When the resort tells us before you travel, we come to you with the options:

• A comparable or better room at the same resort, at no extra cost.
• A comparable resort for the same dates, at no extra cost to you.
• A full refund.

Where we can offer a choice, the choice is yours. If it happens while you are already there, tell the front desk first, then email us with photos and the name of the person you spoke to. We take it from there.

Hurricanes and things nobody controls

The Caribbean hurricane season runs from June to November. A booking is not automatically refundable because of the weather.

What usually happens: when a named storm is forecast for the area, resorts issue a waiver and let guests move or cancel. When that happens we pass it straight on — you get exactly the terms the resort gives, with nothing kept back.

If your flight is cancelled and the resort will not waive, your travel insurance is the route. We will always ask the resort before we tell you no, and we will tell you what they said.

If something goes wrong

Email hello@thecaribbeanguys.com with your booking reference. One of the three of us replies, usually within a working day.

If the case has to go back through Nuitée — a disputed charge, a refund the resort is arguing about — their complaints handling runs 5 to 20 working days. We chase it every few days and tell you where it is rather than leaving you to wonder.

Please talk to us before starting a card chargeback. A chargeback on a booking we would have refunded anyway freezes the money for weeks and helps nobody.