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Your booking reference is on your confirmation: it starts with bk_ and ends with _SA or _AE. Without it, support can find your bookings from the phone number or email address you booked with. We don't use verification codes.

On a Flexible or Fixed Dates rate, when check-in is more than 24 hours away. Within 24 hours of travel, a cancellation needs our team's approval first.

25% of the stay, returned to your original payment. The Saver rate keeps 75% of the stay as its cancellation charge, and the cancellation needs our team's approval first.

Card and mada: 5-10 business days. Apple Pay and STC Pay: 5-10 business days through the card network. SafarBay wallet and cash on delivery: instant, to your SafarBay wallet. Airline credit: usually 24-72 hours after the airline issues it.

Riyadh: Riyadh Boulevard Retreat and Olaya Suites Riyadh. Dubai: Dubai Marina Horizon, Business Bay Canal Hotel and Downtown Express Dubai (currently sold out). Jeddah: Jeddah Corniche House, our only hotel in Jeddah.

On an eligible booking, a room upgrade to a suite is quoted as an extra; otherwise our sales team can give you its price.

No. Governments set passport, visa and entry requirements. SafarBay can explain general document requirements but can't guarantee a visa or entry.

Keep your SafarBay booking reference and the supplier's confirmation together, and check your most recent itinerary before you travel.

Every SafarBay hotel with rooms offers the Deluxe Room on three rates. A Flexible rate cancels free of charge when check-in is more than 24 hours away; a Saver rate keeps 75% of the stay and returns 25%.

• Deluxe Room - Flexible: free cancellation when check-in is more than 24 hours away. Dates can be changed, subject to availability.
• Deluxe Room - Saver (non-refundable): if you cancel, 75% of the stay is kept as the cancellation charge and the other 25% is returned to your original payment. Dates can be changed, subject to availability.
• Deluxe Room - Fixed Dates: refundable on the same cancellation terms as Flexible, but any change to the dates needs our team's approval first.
• Within 24 hours of travel, on a Saver rate, or once your trip's flight has been rebooked, a cancellation needs our team's approval before it goes ahead. We'll let you know once it has been reviewed.
• A booking that is already cancelled or closed can't be cancelled again.
• Refunds always go back to your original payment.

A change to your dates, room or guest names applies straight away when rooms are available, except on a Fixed Dates rate or within 24 hours of travel, when our team must approve the exact change first.

• Tell us exactly what to change: the new check-in and check-out dates, the room, or the guest names. A date change needs both new dates.
• We check live availability. If the hotel has no rooms for the change, it can't be made.
• On a Fixed Dates rate, or within 24 hours of travel, our team must approve exactly that change before it is applied.
• Cancelled or closed bookings can't be changed.

Every refund goes back to your original payment. Card and mada refunds take 5-10 business days; SafarBay wallet refunds are instant.

• Card or mada: 5-10 business days.
• Apple Pay or STC Pay: 5-10 business days, through the card network.
• SafarBay wallet: instant.
• Cash on delivery: instant, to your SafarBay wallet.
• Airline credit: depends on the airline, usually 24-72 hours after the airline issues it.
• Timelines count from the date the refund was issued. If a refund needs a check by our finance team, we won't promise a date until that check is done.
• A refund that is already on its way is never paid a second time. If it seems late, our finance team looks into it.
• Double or wrong charge: we compare the charge with your booking's payment record first. Only an amount captured above the booking total is returned, to your original payment.
• Larger refunds are reviewed by our team before they are paid.

A stay is confirmed once the hotel supplier's confirmation matches your booking. While that confirmation is pending, we offer available alternatives in the same city and follow up with the supplier.

• Keep your booking reference from your confirmation. It starts with bk_ and ends with _SA or _AE.
• If the hotel can't find your booking, we check the supplier's confirmation first. A confirmed stay comes with the supplier's reference.
• While a confirmation is pending we never describe the stay as secured: we show you other SafarBay hotels with rooms in the same city and keep checking with the supplier.

If the airline changes or cancels your flight, the airline's rules decide your options. SafarBay can't guarantee an airline waiver.

• When the airline grants a waiver, you choose: the seat the airline is holding for you on a new flight, with no fare difference; your money back; or keeping the airline's new schedule.
• If you take the new seat, we record it straight away. If you want your money back, we pay it when you ask for it; larger refunds are reviewed by our team first.
• Without a waiver, we ask the airline for one and tell you the outcome. We never promise the airline's decision.
• Once your flight has been rebooked, cancelling the trip needs our team's approval.

If a hotel can't check you in because it is overbooked, we move your stay to another SafarBay hotel with rooms in the same city at no extra cost to you, or you can take your money back for the stay instead.

• We confirm the overbooking with the hotel before moving you. If the hotel hasn't acknowledged it yet, our team approves the move first.
• You can choose a refund for the stay instead of moving.
• If no other SafarBay hotel in the city has rooms, we offer the refund.
• Each stay gets one remedy: a stay that has been moved isn't also refunded, and a refunded stay isn't moved.

If your driver is running late, we reschedule the pickup with the transfer provider. If the driver doesn't show up, our team reviews it and can book one replacement pickup.

• On time: we share the driver's estimated arrival.
• Running late: we agree a new pickup time with the provider.
• No-show: our team reviews the missed pickup and can arrange one replacement pickup.
• A transfer is only marked complete once it is confirmed.
• If a credit is owed to you for the booking, we add it to your SafarBay account after the pickup is rearranged.

TRAVEL40 adds a 40.00 credit, in your booking's currency, to an eligible booking. It doesn't apply to bookings made after the promotion ended. SafarBay loyalty tiers are Blue, Silver, Gold and Platinum.

• TRAVEL40: a 40.00 credit in your booking's currency (SAR or AED) on an eligible booking. Bookings made after the promotion ended aren't eligible.
• If you were eligible and the credit didn't apply, we add what is owed to your SafarBay account. If a promotion doesn't apply, we explain why.
• Credits are money added to your SafarBay account. They are separate from loyalty points.
• SafarBay loyalty has four tiers: Blue, Silver, Gold and Platinum. Your tier and points are kept on your traveller profile.

Daily breakfast, an airport transfer and a room upgrade to a suite are extras we quote per booking: an eligible booking gets a quote, and otherwise our sales team gives you prices.

• Extras for a booking: daily breakfast, an airport transfer and a room upgrade to a suite. We only offer extras that are available for your booking.
• An eligible booking gets a quote in its own currency (SAR or AED). If your booking isn't eligible, we pass you to our sales team, who give you any prices.
• A quote names the price and doesn't charge you.
• Our offers come from real availability at honest prices, and we never invent scarcity.
• We call, text or email you about offers only if you have agreed to marketing contact. Answering your questions in a conversation you started isn't marketing contact.

Governments set passport, visa and entry rules: SafarBay can explain general document requirements but never guarantees a visa or entry. Your airline's fare sets your baggage allowance.

• We can explain general passport and visa document requirements, but we never guarantee visa approval or entry. Check official sources before you travel.
• Checked and cabin baggage allowances are set by the operating airline's fare and printed on your e-ticket.
• SafarBay can't add allowance, waive excess-baggage fees or promise what the airline accepts at check-in. Extra baggage is bought from the airline.
• Hotel-only bookings include no baggage.