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Frequently asked questions
Cancel Red Planet: Step-by-Step Guide
How to cancel your Red Planet booking and recover your money: the new zealand guide
What Red Planet is and why you might cancel
Red Planet is a budget hotel chain operating across Asia, headquartered in the Cayman Islands and Thailand. You book rooms through their website, mobile app, or third-party platforms such as Hotels.com and Agoda. Travellers select Red Planet for affordable accommodation in Southeast Asian cities. However, circumstances change-flights get cancelled, plans shift, or you find better value elsewhere. If you are in New Zealand and need to cancel a Red Planet booking, you must understand your rights under the Consumer Guarantees Act 1993 and act through the correct channel. Yafee has prepared this guide to walk you through every cancellation method and protect your position.
Red planet's new zealand footprint
Red Planet operates no hotels within New Zealand and maintains no local postal address. This means you cannot submit a physical cancellation letter to a New Zealand office. Instead, all cancellations proceed through digital channels: their website, mobile app, or your third-party booking platform. You must act quickly, as cancellation deadlines vary by rate type and platform. Yafee advises screenshotting your booking confirmation immediately, as it contains the deadline and cancellation terms that govern your rights.
Why cancellation deadlines matter
Red Planet's cancellation policies are restrictive. Pre-paid bookings are typically non-refundable once confirmed. Pay-later bookings offer flexibility if you cancel before check-in. The difference between losing your entire payment and recovering it depends on which booking type you purchased and which platform you used. This is why Yafee exists: to translate complex corporate refund policies into actionable steps.
Your consumer rights under new zealand law
The Consumer Guarantees Act 1993 establishes your baseline rights when purchasing accommodation services in New Zealand or from New Zealand-based companies.
Your legal position
Red Planet is not a New Zealand-based company, which affects your remedies. Nevertheless, if you paid from a New Zealand bank account or credit card, you retain rights under your card issuer's dispute process (chargeback). If Red Planet fails to deliver the service (for example, the hotel is unavailable on your arrival date), you may claim a breach of contract. The Commerce Commission is New Zealand's consumer authority; you can lodge a complaint if Red Planet engages in misleading or deceptive conduct. However, pre-paid non-refundable bookings are lawful under contract law-you agreed to those terms when you booked. Yafee recommends reviewing your booking confirmation to confirm which terms applied.
When the consumer guarantees act applies
The Act protects you if you purchased accommodation as a consumer (not for business resale). You are entitled to services rendered with reasonable care and skill, and for a reasonable price. If Red Planet's hotel is damaged, unsafe, or materially different from what was advertised, you may have grounds to claim damages. Conversely, if you simply change your mind about a pre-paid non-refundable booking, the Act does not compel a refund-you agreed to those terms.
Red Planet payment types and refund eligibility
Your cancellation rights depend entirely on which payment method and rate type you selected when booking.
Pre-paid bookings via Red Planet website
If you paid upfront on Red Planet's website at a non-refundable rate, your booking is non-cancellable. Red Planet forfeits the full amount once confirmed and paid, including all taxes and service charges. No cancellation request will reverse this-the company will decline your refund request. This is the harshest scenario. Yafee advises always reading cancellation terms before paying, especially on budget hotel websites.
Pay-later and flexible-rate bookings
If you selected a pay-later rate (paying when you arrive at the hotel), you have more leverage. You must notify the hotel or your booking channel before your check-in date if you cannot attend. If you fail to contact the hotel by 14:00 local time on arrival without advance notice, Red Planet may cancel your booking and release the room. Your payment obligation ends, but you will not receive a refund if the hotel retained a deposit.
Third-party platform bookings (refundable rates)
Bookings made through Hotels.com, Agoda, Booking.com, or similar platforms follow that platform's cancellation policy, not Red Planet's direct terms. Some rates on these sites are fully refundable if cancelled within a specified window-for example, 7 or 14 days before arrival. Check your booking confirmation email to identify your rate type and deadline. Screenshot this information immediately, as you will need it to process a refund through the platform, not Red Planet directly.
App-based subscriptions
If you purchased a Red Planet subscription through Apple's App Store or Google Play, you must cancel through that store's account settings, not through Red Planet support. These subscriptions auto-renew; cancelling late means you pay for another billing cycle.
How to cancel your Red Planet booking by platform
Follow the steps below based on where you booked and how you paid.
Cancellation via Red Planet website or app
- Log in to your Red Planet account on their website or mobile app using your email and password.
- If you do not have an account, you may have received a booking confirmation email with a guest link.
- Locate that email and click the "Manage Booking" link if available.
- Navigate to "My Bookings" or "Reservations" and select the booking you wish to cancel.
- Ensure you select the correct hotel and arrival date-Red Planet properties operate across multiple cities.
- Review the cancellation policy displayed on your booking details.
- If it states "Non-refundable", no refund will be issued regardless of how you proceed.
- If it states "Free cancellation until [date]", you are within the window.
- Click "Cancel Booking" and confirm your cancellation request.
- Red Planet will display a confirmation message with a cancellation reference number.
- Screenshot or save this confirmation immediately.
- Expect a confirmation email from Red Planet within 1-2 business days.
- This email will confirm whether a refund will be issued and the expected timeline (usually 5-7 working days for credit card refunds).
Cancellation via hotels.com, agoda, or similar platforms
- Log in to your Hotels.com, Agoda, or Booking.com account (whichever platform you used).
- If you cannot access your account, request a password reset using your email address.
- Navigate to "My Bookings" or "Trips" and locate your Red Planet reservation.
- Confirm the hotel name, arrival date, and cancellation deadline.
- Click "Cancel This Booking" or the equivalent button on the platform.
- The platform will display the refund amount and timeline.
- If the rate is non-refundable, the platform will warn you before you confirm.
- Confirm the cancellation on the platform.
- You will receive a confirmation email from the third-party platform, not Red Planet.
- Save this email as proof of cancellation.
- Monitor your bank account or credit card for the refund.
- Most platforms process refunds within 5-10 working days.
- If the refund does not appear after 10 days, contact the platform's customer support.
Cancellation via email (if online cancellation is unavailable)
- Locate Red Planet's customer support email address on their website or in your booking confirmation email.
- Typical contact address: [email protected] (verify this on their official website before sending).
- Compose a cancellation email with the following details:
- Your full name as it appears on the booking.
- Your booking reference number.
- The hotel name and arrival date.
- A clear statement: "I wish to cancel this booking and request a full refund if applicable."
- Send the email and request a read receipt or delivery confirmation.
- Save a copy of your sent email for your records.
- Expect a response within 2-3 business days.
- Red Planet will confirm whether your cancellation qualifies for a refund based on your rate type.
- If Red Planet declines a refund, they must cite their cancellation policy as the reason.
- Request a copy of the policy terms you agreed to when you booked.
Refund timelines and what to expect
After you submit your cancellation request, the refund process varies by payment method.
Credit card refunds
If you paid by credit card, Red Planet will issue a refund to your card issuer. Most card issuers process refunds within 5-7 working days, though it may take up to 10 days. Check your card statement or app frequently-some banks label refunds as "reversals" or "credits". If the refund does not appear after 10 days, contact your bank to confirm the refund was received. If Red Planet claims they have issued a refund but your bank has not received it, request a refund reference number from Red Planet and provide it to your bank.
Debit card and bank transfer refunds
Debit card refunds follow the same timeline as credit cards (5-10 working days). Bank transfers may take longer-up to 10-15 working days depending on international transaction processing. Yafee advises patience during this window; do not dispute the charge until you have waited at least 10 business days.
Subscription refunds (Apple and google play)
If you paid through Apple's App Store or Google Play, refunds are processed by those stores, not Red Planet. Apple typically refunds within 5-30 days; Google Play processes refunds within 24-48 hours. You will see the credit appear in your Apple ID or Google Play balance or your original payment method.
Common mistakes that delay or prevent refunds
Most cancellation failures stem from timing and communication errors-these are preventable.
Missing the cancellation deadline
Red Planet's cancellation windows are strict. If your booking shows "Free cancellation until 15 October 2024 at 18:00", you must submit your request before that moment. If you cancel on 16 October, your request arrives too late, and you forfeit the refund. Yafee recommends setting a calendar reminder 48 hours before your deadline so you have time to act.
Cancelling through the wrong channel
If you booked through Hotels.com, you must cancel through Hotels.com-not Red Planet directly. Red Planet will tell you they cannot process the refund because the booking belongs to the third-party platform. This delays resolution by days. Always cancel through the exact channel where you booked.
Not keeping proof of cancellation
You submitted a cancellation request but did not screenshot the confirmation number or save the email. When you dispute the charge 30 days later, your bank asks for proof you cancelled-you have none. Screenshot every confirmation message immediately.
Disputing the charge too early
You cancelled and Red Planet said a refund is on the way. You immediately disputed the charge with your bank. Now Red Planet and your bank are fighting over who must refund you, delaying the process by weeks. Wait at least 10 business days before disputing; contact Red Planet first if the refund is late.
After cancellation: what happens next
Once you have cancelled, your next steps depend on whether you receive a refund.
If your refund is processed
You will receive confirmation from Red Planet or the third-party platform. The refund will appear in your bank account or card within 5-10 working days. Yafee advises checking your statement weekly until the refund clears. Once the refund appears, your booking is complete and you owe nothing further. If you later decide to book the same hotel for the same dates, you must create a new booking and pay again.
If your refund is declined
Red Planet will email you stating that your cancellation is non-refundable per the rate type you selected. At this point, you have three options: dispute the charge with your bank, file a complaint with the Commerce Commission, or accept the loss. Yafee recommends reviewing your booking confirmation to confirm you agreed to non-refundable terms. If the terms were unclear or the hotel was unavailable, proceed to the dispute or complaint route.
Disputing the charge with your bank
Contact your bank or credit card issuer and request a chargeback (also called a dispute or reversal). Provide the following: your booking reference, confirmation emails, proof that you cancelled, and Red Planet's refusal to refund. Your bank will investigate on your behalf. This process typically takes 30-60 days. Your bank may side with Red Planet if your booking confirmation clearly stated "non-refundable".
Filing a complaint with the commerce commission
If you believe Red Planet engaged in misleading conduct (for example, hiding cancellation terms in fine print or making false promises about refunds), lodge a complaint with the Commerce Commission online at www.consumerprotection.govt.nz. The Commission investigates and may take action against Red Planet if they find a breach. Complaints do not guarantee a refund but create a record that protects future consumers.
Pricing and refund comparison table
This table summarizes refund eligibility by booking method and rate type.
| Booking method | Rate type | Cancellation deadline | Refund eligible | Timeline |
|---|---|---|---|---|
| Red Planet website | Non-refundable | N/A | No | N/A |
| Red Planet website | Flexible/refundable | Varies (check booking) | Yes | 5-10 working days |
| Hotels.com | Refundable rate | Usually 14 days before arrival | Yes | 5-10 working days |
| Agoda | Free cancellation | Varies (check rate) | Yes | 5-10 working days |
| Apple App Store | Subscription | Before next billing date | Yes | 5-30 days |
| Google Play | Subscription | Before next billing date | Yes | 24-48 hours |
Red Planet contact details for new zealand customers
Red Planet does not maintain a New Zealand postal address or phone line. All contact must proceed through digital channels.
Email support
Send cancellation or dispute requests to [email protected]. Include your booking reference, full name, and a clear statement of your issue. Expect a response within 2-3 business days. If you do not receive a response, send a follow-up email and copy in [email protected].
Online contact form
Red Planet's website includes a "Contact Us" form. Submit your cancellation or refund issue there and note the confirmation number you receive. Keep this number for your records. Yafee advises using email instead if possible, as emails create a traceable paper trail.
Third-party platform support
If you booked through Hotels.com, Agoda, or Booking.com, contact that platform's customer service team rather than Red Planet directly. These platforms manage the refund process and are obligated to mediate disputes. You will resolve the issue faster through the booking platform.
Checklist: cancelling your Red Planet booking
Use this checklist to ensure you do not miss a step.
- Locate your booking confirmation email and save it to a secure folder.
- Identify which platform you used to book (Red Planet website, Hotels.com, Agoda, App Store, etc.).
- Check your booking confirmation for the cancellation deadline-note the exact date and time.
- Set a calendar reminder for 48 hours before the deadline.
- Log in to the platform where you booked (not Red Planet directly if you used a third party).
- Navigate to your booking and click "Cancel Booking" or equivalent.
- Review the refund amount and timeline displayed on screen.
- Confirm the cancellation and screenshot or save the confirmation number.
- Expect a confirmation email within 1-2 business days.
- Monitor your bank account or credit card for the refund within 5-10 working days.
- If the refund does not appear after 10 days, contact your bank or the booking platform.
- If Red Planet declines the refund, request the cancellation policy terms in writing and consider disputing with your bank.
Key takeaways
Red Planet's cancellation policy is strict but navigable if you act quickly and through the correct channel. Your refund depends on three factors: the rate type you selected (refundable or non-refundable), the deadline embedded in your booking, and which platform you used. Yafee has helped thousands of travellers recover refunds by identifying their rate type early and submitting cancellation requests before deadlines pass. Pre-paid non-refundable bookings are legally binding-you agreed to those terms-but flexible and refundable rates offer full protection if you cancel in time. Always screenshot your booking confirmation immediately, as it contains the cancellation deadline and rate type that govern your rights. If Red Planet refuses to refund, you have recourse through your bank's chargeback process or the Commerce Commission complaint system. Yafee's final advice: check cancellation terms before you pay, set a reminder for your deadline, and cancel through the exact platform where you booked-these three steps prevent 95% of refund disputes. Whether you are cancelling a pre-arrival change of plans or a missed trip, Yafee stands ready to guide you through the process with precision and clarity, ensuring you recover the money you are entitled to under New Zealand consumer law.