Still waiting on a

Peppers

refund?

Whether you qualify for a refund under the Peppers refund policy comes down almost entirely to the rate you selected at checkout. The cancellation conditions are shown during booking and attached to your specific rate.

You are generally eligible for a refund when:

• You booked a Flexible or "Free Cancellation" rate and cancel before the cut-off shown on your booking — commonly up to 24 hours (1 day) before arrival.
• You cancel a fully refundable rate within the stated window, offered at many properties such as Peppers Salt Resort & Spa and Peppers Beach Club Port Douglas.
• You paid a refundable security or damage deposit at check-in (for example, the AUD $100 damage deposit at some properties) and there's no damage — this is returned after checkout.
• A service failure or error occurred that was the property's fault, such as being double-charged, charged the wrong way, or a booking the hotel cancelled.

You are generally NOT eligible for a refund when:

• You booked a Non-Refundable, Advance Purchase, or "PAP" (Pay At time of booking) rate — these discounted Peppers non-refundable rate options are non-cancellable, non-refundable, non-exchangeable and non-changeable.
• You cancel after the cut-off on a flexible rate — typically the first night (or up to 100%) is charged.
• You are a no-show — a 100% cancellation fee applies and you're charged the full booking amount less anything already paid.
• The charge is a credit or debit card surcharge (Visa, Mastercard, Amex) — surcharges are non-refundable even when the underlying booking is refunded.
• You booked through a third party (Expedia, Booking.com, Hotels.com, Agoda, or a travel agent) — their refund policy applies and you must claim through them, not Peppers directly.

This applies to bookings across Australia and New Zealand; exact per-property cut-offs vary and are displayed at booking.

How you request a refund depends on where you booked. Here's how to get a Peppers hotel refund moving.

If you booked directly with Peppers or via your Accor (ALL) account

1. Log in to your ALL Accor account or the ALL app, go to "Your Reservations", or visit the Peppers website.

2. Open the reservation and select Cancel — available on Flexible rates before the cut-off time.

3. Save the cancellation reference and confirmation email as proof.

4. If you can't cancel online or you're disputing a charge, call Peppers Central Reservations on 1800 080 878 (International +61 7 5665 4450).

5. For errors, double-charges, or deposit returns, contact the individual property directly — the front desk handles damage deposits and on-site charges.

6. If the property won't resolve it, escalate in writing and keep records of dates, names and amounts.

If you booked through a third party

• Contact that platform (Booking.com, Expedia, Agoda, and so on) directly.
• They hold the funds and process the refund under their own terms — Peppers can't action it for you.

Peppers doesn't publish a single fixed processing figure. The Accor / Peppers refund timeframe depends on the refund type and your bank.

• Flexible-rate cancellations: Cancel within the window and no charge is typically taken, or any pre-authorisation is released. Card releases usually clear within a few business days to around 7 days, depending on your bank.
• Refundable damage or security deposits: Returned after checkout — some properties (such as Peppers Craigieburn) state the AUD $100 Peppers damage deposit refund lands within 14 days of checkout.
• Error or goodwill refunds: Can take longer. In one documented case, a manager promised reimbursement of an incorrect $600 charge within 30 days.

Speeds your refund up: booking direct, cancelling well before the cut-off online, having your booking reference handy, and paying by credit card.

Slows it down or blocks it: non-refundable rates, third-party bookings (an extra processing layer), bank clearing times, disputes needing manager sign-off, and surcharges (never refunded).

• Original payment method: Refunds go back to the card or payment method used to book. Any cancellation fee is deducted from monies paid; if what you've paid doesn't cover the fee, the original card may be charged the difference.
• Card releases / pre-authorisation reversal: For flexible rates not yet charged, any hold is released back to your card.
• Non-refundable card surcharges: The Visa, Mastercard or Amex surcharge is never refunded, even on an otherwise refundable booking.
• No cash refunds: For online or card bookings, refunds follow the original transaction.

• Booking a non-refundable rate by mistake: The discounted advance-purchase rate looks attractive but can't be cancelled or refunded. Choose the Flexible / Free Cancellation rate if your plans might change.
• Missing the cancellation cut-off: Even flexible rates charge the first night (or the full amount) past the deadline. Note the exact cut-off date and time in your confirmation and set a reminder.
• Surcharge surprise: Many guests expect the card surcharge back — assume it's gone for good.
• Third-party confusion: Contacting Peppers when you booked via Expedia or Agoda wastes time. Refund where you booked.
• Incorrect or double charges: Being charged a card when gift cards or another method was agreed. Check your statement at checkout and raise it on-site immediately.
• Damage deposit delays: Waiting on the on-checkout deposit release. Confirm the timeframe (often up to 14 days) at check-in.
• No-show 100% charge: Forgetting to cancel triggers a full charge. Cancel even at the last minute to dodge the full Peppers no-show cancellation fee.