For: End customers who paid for a booking online
If you paid for a booking online and the refund hasn't arrived, here's what to do.
First, check your bank statement carefully
Refunds usually appear back-dated to the original payment date, not the day they were processed. Scroll back on your statement to the day you paid — the refund often shows up there rather than at today's date.
Then — contact the business
In every refund situation, the business where you booked is your first point of contact. They own the refund decision (cancellation policy, timing) and they can process the refund directly from their side — including:
Refunds after a cancellation that didn't come through
Duplicate charges (they can see both transactions and refund the extra one)
Cases where you can't cancel yourself (past date, no cancel button, business rules)
Refunds for bookings made as a guest without a Reservio account
Where to find their contact details: in your booking confirmation email, or on their Reservio booking page.
💡 Tip: Send them your booking reference, payment date and amount — and screenshots from your bank statement if it's a duplicate charge.