You can record a cancellation even on a non-refundable rate, but Stayinto will not usually return the amount already collected. Changing dates is not an automatic right: it only works if the property agrees to move the same rate, or if you cancel (with no refund) and book again at today’s prices.
What “non-refundable” means
This label, shown before payment and on the confirmation, means you chose a lower rate in exchange for less flexibility. Stayinto applies that rule as written: cancelling from My bookings ends the stay with the property and does not create an automatic voucher. Reread the exact text in your cancellation conditions: a few properties allow a very limited exception (for example far ahead of arrival), but that is the exception, not the rule.
Be wary of a message inviting you to “change off-site to get your money back”. Stayinto collected the payment; anyone asking for a bank transfer or a gift card is not the official channel. See how to protect yourself.
Trying a change
From the booking page in My bookings, you can request new dates if the flow offers it. Stayinto sends the request to the property. Three outcomes are possible:
- Accepted on the same terms (uncommon on a non-refundable rate, but it happens if the new dates are available at the same price).
- A top-up (new dates cost more) that you pay online via Stayinto.
- Refused: your original booking stays as it is, or you can cancel with no refund.
For how changes work in general, see Can I change my booking.
Cancelling anyway
If you can no longer travel, still cancel in Stayinto: that frees the room for other guests and closes the file. Keep the cancellation confirmation. Stayinto does not invent a commercial exception in the property’s place; if the hotel formally recognises force majeure, Stayinto support will tell you what to do once the property has agreed in writing in Stayinto messaging.