Cancellation and refunds
Cancellation
Free cancellation until 2 days (48 hours) before the 13:00 check-in time in Almaty. Later cancellation incurs the first night’s accommodation charge. To cancel, contact the hotel by phone or email with your reservation reference and stay dates.
Refunds
Card payments are refunded to the original payment card, subject to the cancellation terms. Website payments are not yet connected; ePay refund processing times are still being agreed with the bank. Contact the hotel about payments already made.
Assistance
For booking or accommodation issues, call the hotel or email info@aviaclub.kz with your reservation reference, dates and a description of the issue. Contact the hotel about date changes, shortened stays and no-shows.