Refund & Cancellation Policy

We accept secure online payments on this website — for hotel reservations and for Travel Service bookings — through our authorised payment processor Paymob Egypt, including international and local credit / debit cards (Visa, Mastercard, Meeza) and popular mobile wallets (Vodafone Cash, Orange Cash, Etisalat Cash, InstaPay and others supported by Paymob). Card and wallet details are entered on Paymob's PCI-DSS compliant page and are never stored on our servers.

You may also choose "pay at the hotel" for eligible rates and settle your bill at reception on arrival or departure in cash (EGP, USD, EUR) or by card on our on-site terminal. When you pay online, any refund due under the terms below is returned to the same card or wallet used for the original payment.

• Free cancellation up to 48 hours before 14:00 (local Cairo time) on the day of arrival. No fee will be charged.
• Late cancellation (less than 48 hours before arrival) — the equivalent of the first night's stay may be charged to the card provided as a guarantee, or invoiced.
• No-show — if you do not arrive on the confirmed check-in date and have not notified us, the equivalent of the first night's stay will be charged and the remaining nights released.
• Early check-out — nights already consumed are payable in full; unused nights after the day of departure are not refundable unless agreed in writing by the hotel manager.

Promotional, long-stay or "non-refundable" rates offered from time to time are clearly marked at the time of booking. These rates cannot be cancelled, modified or refunded; the full stay is charged at the time of confirmation.

During Egyptian and international peak periods (Christmas / New Year, Easter, Eid Al-Fitr, Eid Al-Adha and Egyptian public holidays) and for bookings of 4 rooms or more, a stricter policy applies: free cancellation until 14 days before arrival. After that, 100% of the first night per room is charged; less than 7 days before arrival, 100% of the full stay is charged.

Reservations made through Booking.com, Expedia, Agoda, Airbnb or any other online travel agency are governed by the cancellation and refund terms shown on that platform at the time of booking. Any refund of a pre-paid amount must be requested through the same platform; we cannot process refunds for payments we did not receive directly.

When we act as your travel planner and book a service in Egypt on your behalf, the cancellation and refund terms of the underlying supplier apply — and they vary widely:

• Hotels & Nile cruises — usually free cancellation up to a set number of days before check-in / boarding; after that a first-night or per-cabin charge applies. Peak-season and non-refundable rates cannot be cancelled.
• Domestic flights & train tickets — mostly non-refundable or refundable with a fee set by the airline / Egyptian Railways. Name changes may not be allowed.
• Attraction tickets & Sound-and-Light shows — non-refundable once issued.
• Private cars, transfers & guided tours — free cancellation up to 48 hours before the service; inside 48 hours, 50%–100% of the price is charged to cover the driver and guide.
• Service fee — any planning / service fee charged by Hostalio Pyramid View for arranging the trip is non-refundable once the itinerary has been confirmed by the guest.

The exact terms that apply to your trip are shown in writing on the itinerary or confirmation we send you before you pay. By confirming that itinerary you accept those supplier terms in addition to this policy.

To cancel or modify a direct hotel reservation or a Travel Service booking, please contact us as early as possible:

• WhatsApp: +20 155 710 1001
• Email: admin@hostaliopyramidview.com
• Phone (24-hour reception): +20 155 710 1001

Please include your booking reference, guest name and arrival date. A cancellation is only valid once we reply with a written confirmation.

When a refund is due — for example, a valid cancellation of a pre-paid online booking, a released pre-authorisation, or an over-payment made at reception — it is processed to the original payment method used at the time of booking:

• Credit / debit card payments made through Paymob are refunded back to the same card. The hotel initiates the refund within 3 business days; Paymob and the issuing bank typically complete it within 7 – 14 business days.
• Mobile wallet payments (Vodafone Cash, Orange Cash, Etisalat Cash, InstaPay, etc.) are refunded to the same wallet number, usually within 3 – 7 business days depending on the wallet provider.
• On-site payments settled at reception are refunded in the same form (cash or card terminal) at the hotel, or by bank transfer where the guest has already departed.

Payment-processor fees charged by Paymob or the card network on the original transaction are non-refundable. The time a refund then takes to appear on your statement depends on your bank or wallet provider.

If a reservation cannot be honoured due to events beyond reasonable control — including natural disasters, government-ordered closures, border closures, war, civil unrest, terrorism, epidemics or documented flight cancellations affecting your route — we will work with you in good faith to reschedule the stay at no penalty or, where a stay is impossible, issue a hotel credit valid for 12 months. Cash refunds in these situations are considered on a case-by-case basis.

Guests are responsible for any damage caused to the room, its contents or hotel property during their stay. Reasonable repair or replacement costs may be charged after check-out and are not subject to the refund terms above.

For any question about this policy or a specific reservation, please contact:
Hostalio Pyramid View
8, Ibrahim Khattab Street, Old Al Ahram Garden, Opposite of Grand Egyptian Museum, Al Haram, Giza, Egypt
Email: admin@hostaliopyramidview.com
Phone / WhatsApp: +20 155 710 1001