This page provides a general overview of how cancellations typically work across Ivy Group properties. Since this website functions as an informational hub rather than a direct booking platform, reservations are made through each individual hotel's own website, and the exact cancellation terms that apply to your booking will be set by that specific hotel rather than by Ivy Group as a whole.

Cancellation Terms Vary by Hotel and Rate

Cancellation policies are not standardized across the entire network. Ivy Garden Hotel, Alba Hotel & Spa, Metro City Hotel, and Gabala Karvansaray Hotel each set their own cancellation windows, fees, and non-refundable rate options based on their individual booking systems. The specific terms that apply to your reservation will always be shown clearly during the booking process on the relevant hotel's website, and this is the version of the policy that governs your stay.

Flexible Versus Non-Refundable Rates

Most hotels offer a choice between flexible rates, which typically allow free cancellation up to a certain number of days before arrival, and non-refundable rates, which are offered at a reduced price but do not permit a refund if cancelled. We recommend reviewing which rate type you are selecting carefully before completing a booking, since this determines what options are available to you if your plans change.

How to Cancel a Reservation

To cancel a reservation, you will typically need to use the cancellation link included in your booking confirmation email, log into your account on the relevant hotel's website if you created one, or contact the hotel directly by phone or WhatsApp. Since bookings are managed at the property level, Ivy Group's central website and contact channels cannot process cancellations directly on your behalf.

Refund Timing

If you are entitled to a refund under the terms of your booking, processing times typically depend on your bank or payment provider rather than the hotel itself, and can take anywhere from a few days to two weeks to appear on your statement. If a refund has not arrived within a reasonable timeframe after cancellation is confirmed, we recommend checking with your bank first before following up with the hotel.

Event, Wedding, and Conference Bookings

Cancellation terms for venue bookings such as weddings, conferences, and private celebrations are typically separate from standard room cancellation policies and often involve different notice periods and deposit conditions given the scale of planning involved. If you have booked or are planning to book an event at one of our properties, we recommend confirming the specific cancellation terms directly with that hotel's events team.

Exceptional Circumstances

We understand that unexpected situations can arise. While published cancellation terms apply in most cases, individual hotels may be able to offer flexibility on a case-by-case basis for genuine emergencies. If you need to cancel due to unforeseen circumstances, we encourage you to contact the hotel directly and explain your situation as early as possible.

Contact for Cancellation Questions

For questions about a specific reservation, please contact the hotel where you booked directly, using the contact details available on that hotel's own website. For general questions about how cancellations work across the Ivy Group network, you are welcome to reach out through the contact form or WhatsApp button on this website.