01The tiers
How much is charged depends on how close to your arrival date you cancel. We measure in calendar days, counted from the day of your scheduled check-in.
02How to cancel
- WhatsApp us at +20 112 933 1600 — fastest way
- Email us at info@heissa-artie.com
- Reply to your booking confirmation — that goes straight to us
You'll get a written confirmation of the cancellation within a few hours. The cancellation timing is calculated from the moment your message reaches us, in Egypt local time (EET).
03Real emergencies
Plans change. We're a small family-run guest house, not an algorithm. If you have a genuine emergency — sudden illness, hospitalized family member, embassy travel restriction, flight chaos beyond your control — message us. We've waived charges many times for situations like these and we'll discuss yours individually.
What we ask in return: tell us as early as you reasonably can, and be honest about the situation. We don't ask for documents or proofs.
04If we cancel
It's rare — but in the very unusual event that we have to cancel your stay (extreme weather, infrastructure issue, family emergency on our end), we'll:
- Refund every dirham you've paid us, in full
- Help you find equivalent accommodation in Aswan at our cost difference
- Offer a 20% discount on a rebooking within the next 12 months
05Experiences cancellation
Different from room cancellations. Experiences (felucca, cooking class, Abu Simbel, etc.) can be cancelled up to 24 hours before the start time at no charge.
- 24+ hours before: No charge
- Less than 24 hours, or no-show: Full experience cost
- Weather cancellation by us (Khamsin winds, etc.): No charge — full refund or reschedule
06Group bookings
For bookings of 4+ rooms (full house) or events:
- Free cancellation up to 21 days before arrival
- 14–20 days: 50% charged
- 0–13 days, or no-show: full charge
07Refund processing
If you paid in advance and a refund is due, we process it within 5 business days:
- Bank transfer: back to the originating account
- Credit card: back to the originating card (your bank may take 5–10 more days to display it)
- Cash: we don't refund cash unless you're still in Egypt — in which case, in person at check-out