The Terms
Bookings and cancellations from Israel Canada Hotels Holdings Ltd. P.C. 511809832, including its subsidiaries and/or affiliates and/or the Brown Hotels group (hereinafter: "the Company"), which respects the privacy of the users of its services, are subject to the terms below ("Booking Terms"), to the website regulations at the address https://brownhotels.com/terms-and-conditions, and the privacy policy at the address https://brownhotels.com/privacy-policy. If you do not agree with these terms, you are requested not to book. The Booking Terms may change from time to time and at the sole discretion of the Company and without prior notice, but the change will not apply to a booking that has already been made before the change came into effect. In the event of material changes, the Company will notify you by email or by publishing a notice on the website. Prizes, publications, and promotions are subject to the terms of the relevant promotion or publication, as they appear on the service pages. The Booking Terms are phrased in the masculine gender but are addressed to both men and women.
Booking a Vacation
The credit card details entered through the website are for the purpose of securing the booking only. The credit card will actually be charged only upon arrival at the hotel.
Upon completion of the booking process, the purchaser will receive an automatic email message confirming the booking. The purchaser must print the content of this message, bring it with them to the hotel, and present it at the reception.
Terms and Conditions
a. The prices in shekels on the website include VAT. The prices in shekels on the English-language website do not include VAT and are intended for foreign nationals only. Israeli citizens who make a booking at the shekel price on the English-language website will be charged the VAT supplement to the booking price. For bookers who are not Israeli but have foreign citizenship, it will be possible to book vacation packages through the English-language website according to the current price list for the booking period.
b. The chain may change the terms for booking vacation packages and the prices of the packages at any time.
c. The number of places in the chain's hotels is limited, and the booking of vacation packages is on a space-available basis only.
d. The booker's stay at the hotel will begin on the day of arrival at the hotel at 15:00 and until 11:00 on the day of departure (during the summer season, check-in is at 16:00). On Saturdays and holidays, check-in is from 18:00 in the evening.
e. Arrival and/or departure not before/after the aforementioned hours is subject to the prior approval of the hotel management and involves an additional charge.
f. Infant - a person up to 2 years of age. Child - a person between the ages of 2-12.
g. Booking vacation packages and accommodation at the hotel will be possible only for adults over the age of 18. Accommodation of children and youth under the age of 18 will be possible only when accompanied by an adult over the age of 21.
h. The images on the website are for illustration purposes only and are not binding on the chain.
Cancellation of a booking for vacation packages and other services booked through the websiteshall be carried out subject to the provisions of the Consumer Protection Law, 5741-1981 (hereinafter: "the Consumer Protection Law"), including the regulations enacted thereunder), and after the booker has received confirmation from the Company of the transaction terms for their booking.
The manner of canceling a booking shall be subject to the provisions of the Consumer Protection Law and its regulations.Cancellation of a booking made by a user on the website shall be done by delivering a notice to the Company, in which the name of the user who booked the vacation, their identity card number, and the details of the transaction requested to be canceled must be provided (if the cancellation notice is given orally, the user will provide an additional identifying detail if agreed upon, in accordance with the provisions of the Consumer Protection Law, 5741-1981 and the regulations thereunder and subject to the provisions of the website regulations at the address: https://brownhotels.com/terms-and-conditions after the user has received a reference document, according to its terms and the full terms of the regulations (hereinafter: "the Cancellation Notice").
For the cancellation methods page, click here https://brownhotels.co.il/cancellation-form
Cancellation of a booking shall be done in one of the following ways:
On the Company's website;
Orally, i.e., by phone: *9297, or by oral notice at the place of business.
By registered mail to the Company's reservations center at the address: 12 Herzl Rosenblum St., Tel Aviv.
By email to the address: [email protected]
By fax to no.: 04-8135888.
In the cancellation notice, the purchaser will detail their name and identity number, and if the cancellation notice is given orally, they must also include an additional identifying detail.
Cancellation Fees
The cancellation fees are not the same in all the chain's hotels and in all seasons, and the following provisions will apply according to the following hotel categories:
Cancellation policy as it appears in the website regulations in sections 6 and 7:
- Transaction Cancellation Policy
6.2. Without derogating from the foregoing, a user who has booked services on the website shall be entitled to cancel the purchase of the services as follows:
6.2.1. Booking of services during regular periods in hotels outside of Israel – can be canceled until 12:00, two days before the date the service is supposed to be provided or in accordance with the cancellation policy of the hotels outside of Israel, as detailed below:
6.2.1.1. Greece: View the full cancellation policy for each hotel in Greece here >
6.2.1.2. Cancellation policy for "Non-Refundable" bookings: No changes to bookings will be approved; in case of cancellation, change, or no-show, no refund will be given.
6.2.1.3. Cancellation policy for "Flexible" bookings:
6.2.1.3.1. City hotels: The booking can be canceled until 14:00 (Greece time) on the day before the arrival date. In case of a late cancellation or no-show, the full amount of the booking will be charged.
6.2.1.3.2. Resort hotels:
6.2.1.3.2.1. Booking of accommodation in the months of May – June, September – October: The booking can be canceled until 14:00 (Greece time) 3 days before the arrival date (i.e., if the arrival day is Wednesday, the booking can be canceled until 14:00 (Greece time) on Sunday). In case of a late cancellation or no-show, the full amount of the booking will be charged.
6.2.1.3.2.2. Booking of accommodation in the peak months – July and August: The booking can be canceled until 14:00 (Greece time) 7 days before the arrival date. In case of a late cancellation or no-show, the full amount of the booking will be charged.
6.2.1.3.3. It is clarified that the hotel, whether city or resort, reserves the right to change the cancellation terms, and there may be changes in the cancellation policy. Bookings, payments, cancellations, changes, and the like are subject to the policy explicitly stated in the booking process and that which is written on the booking confirmation.
6.2.1.4. Croatia:
6.2.1.5. Cancellation policy for "Non-Refundable" bookings: No changes to bookings will be approved; in case of cancellation, change, or no-show, no refund will be given.
6.2.1.6. Cancellations for "Flexible" bookings: The booking can be canceled until 12:00 (Croatia time) 5 days before the arrival date.
6.2.1.7. In case of a late cancellation or no-show:
6.2.1.7.1. For a cancellation up to 12:00 (Croatia time) two days before the arrival date, a cancellation fee equal to the booking amount of one night will be charged.
6.2.1.7.2. Any cancellation less than 48 hours before the arrival date, or a no-show, will be charged the full amount of the booking.
6.2.2. Booking of services during regular periods in hotels in Israel – the transaction can be canceled until 12:00, two days before the date the service is supposed to be provided. For example, if the user booked a vacation for December 26, they can cancel the transaction no later than December 24 at 12:00.
6.2.3. Booking of services during holidays and special events (at the Company's discretion) in hotels in Israel – the transaction can be canceled until 12:00, 7 days before the date the service is supposed to be provided. For example, when canceling a booking for a vacation scheduled for December 26, the user can cancel the transaction without a cancellation fee until December 19 at 12:00.
6.2.4. In the transactions specified in sections 6.2.2 – 6.2.3 above, if the user cancels the transaction at a later date than the date specified in each of these sections, or does not arrive at the hotel at all by the booking day, the booking will be canceled and the user will be charged a cancellation fee equal to the value of the first 2 nights of the transaction.
If the user wishes to cancel a spa booking, the transaction can be canceled as stated up to 48 hours before the scheduled treatment time. If the user cancels the transaction at a later time than the time specified above or does not show up for the treatment at all, the user will be charged the full amount of the transaction.
6.2.5. Booking of "Non-Refundable" accommodation – the transaction can be canceled in accordance with the provisions of the Consumer Protection Law, as stipulated in section 6.1 above. If the user notifies at a later date than the date stipulated in section 6.1 above, or does not arrive at the hotel at all by the booking day, the booking will be canceled and the user will be charged a cancellation fee of 100% of the total booking value.
6.3. It is clarified that the foregoing does not apply with respect to services purchased by the user physically at the Company's hotels or from an agent, i.e., it does not apply to transactions that are not remote sales transactions as defined in the Consumer Protection Law.
6.4. If the user had a right to cancel the transaction according to the Consumer Protection Law, they will be allowed to do so by means of a cancellation notice delivered to the Company (jointly hereinafter: "the Notice") in one of the following ways:
6.4.1. Orally at the Company's offices: 2 HaManofim St., Herzliya
6.4.2. By phone: *9297
6.4.3. By email: [email protected]
6.4.4. By registered mail: 2 HaManofim St., Herzliya
6.4.5. On the transaction cancellation page on the website: https://brownhotels.co.il/cancellation-form
In the notice, the user will provide their full name and identity card number, the name of the hotel for which the transaction was made, and the dates of the transaction.
6.5. It is not possible to cancel a single service in a transaction in which an accommodation package was purchased. Cancellation of such a transaction will be possible only with respect to the entire package.
6.6. Without derogating from the foregoing, if the user made a transaction for services provided in full at hotels outside of Israel (as defined above) through a service provider outside of Israel, the user shall be entitled to choose whether the provisions of the Consumer Protection Law will apply to its cancellation, or whether the cancellation policy of the service provider outside of Israel will apply.
- Cancellation of the Booking by the Company
7.2. The Company will send the user a notice of the booking cancellation, will refund the user that part of the transaction price that the user paid for the services, and will cancel the charge that was paid (if and to the extent it was paid).
Tel Aviv Hotels (including Play HaTzuk)
Check-in time on weekdays (Sun to Fri) from 15:00. On Saturdays and the day after a holiday, from 18:00.
Check-out time on weekdays (Sun to Fri) until 11:00. On Saturdays and holidays until 14:00.
Late check-out on Saturdays and holidays 250 NIS until the end of Saturday / holiday.
Cancellation fee: Free cancellation up to 24 hours before arrival. For cancellation during the day before arrival, the cancellation fee will be 50% of the total price of the booking. If you do not show up, the no-show charge will be the total price of the booking.
For bookings of more than 3 rooms, special dates and events, a different cancellation policy may apply.
Jerusalem Hotels
Check-in time on weekdays (Sun to Fri) from 15:00. On Saturdays and the day after a holiday, from 18:00.
Check-out time on weekdays (Sun to Fri) until 11:00. On Saturdays and holidays until 14:00.
Late check-out on Saturdays and holidays 250 NIS until the end of Saturday / holiday.
Cancellation fee: Free cancellation up to 2 days before the arrival date. For cancellation during the two days before arrival, the cancellation fee will be 50% of the total price of the booking. If you do not show up, the no-show charge will be the total price of the booking.
For bookings of more than 3 rooms, special dates and events, a different cancellation policy may apply.
Resort Hotels (North)
Check-in time on weekdays (Sun to Fri) from 15:00. On Saturdays and the day after a holiday, check-in is from 18:00.
Check-out time on weekdays (Sun to Fri) until 11:00. On Saturdays and holidays until 14:00.
Late check-out on Saturdays and holidays 250 NIS until the end of Saturday / holiday.
Cancellation fee: In the regular season, free cancellation up to 2 days. For cancellation during the two days before arrival, the cancellation fee will be 50% of the total price of the booking. If you do not show up, the no-show charge will be the total price of the booking.
In summer and on Israeli holidays - free cancellation up to 7 days in advance. For cancellation during the seven days before arrival, the cancellation fee will be 50% of the total price of the booking. If you do not show up, the no-show charge will be the total price of the booking.
For bookings of more than 3 rooms, special dates and events, a different cancellation policy may apply.
Resort Hotels (South + Ashdod)
Check-in time on weekdays (Sun to Fri) from 15:00. On Saturdays and the day after a holiday, check-in is from 18:00.
Check-out time on weekdays (Sun to Fri) until 11:00. On Saturdays and holidays until 14:00.
Late check-out on Saturdays and holidays 250 NIS until the end of Saturday / holiday.
Cancellation fee: In the regular season, free cancellation up to 3 days. For cancellation during the three days before arrival, the cancellation fee will be 50% of the total price of the booking. If you do not show up, the no-show charge will be the total price of the booking.
In summer and on Israeli holidays - free cancellation up to 7 days in advance. For cancellation during the seven days before arrival, the cancellation fee will be 50% of the total price of the booking. If you do not show up, the no-show charge will be the total price of the booking.
For bookings of more than 3 rooms, special dates and events, a different cancellation policy may apply.
*At Galei Kinneret and Islah Eilat, late check-out on Saturdays and holidays - 400 NIS
Cancellation Fee for Tickets for Cultural Events and Shows at all Chain Hotels
*** Cancellation within 14 days from the date of booking and up to 7 days before arrival - **a cancellation fee of 100 NIS or 5% of the ticket cost will be charged, whichever is lower.
*** Cancellation within 14 days from the date of booking and less than 7 days before arrival - **a full cancellation fee of 100% of the ticket cost will be charged.
*** Cancellation after 14 days from the date of booking - **a full cancellation fee of 100% of the transaction value will be charged.
It is clarified that this section will apply to the cancellation of tickets only; the cancellation of rooms will be in accordance with the relevant cancellation policy in this document.
For the avoidance of doubt, the term "special events," as detailed in these regulations, refers to entertainment, sports, art events, and the like, which are published from time to time by the chain or in cooperation with the chain.
Cancellation of Bookings for a Person with a Disability, a Senior Citizen, or a New Immigrant
A booker of accommodation who is a person with a disability as this term is defined in the Equal Rights for Persons with Disabilities Law, 5758-1998, a senior citizen (a person who has reached the age of 65), or a new immigrant (a person for whom five years have not yet passed from the day they were given an immigrant certificate or a certificate of eligibility as an immigrant from the Ministry of Aliyah and Integration), may cancel a booking if all of the following conditions are met:
The cancellation of the booking is made within four months from the day the transaction was made or from the day of receiving the transaction details document, provided that more than 7 days that are not rest days remain until the accommodation date and also that the engagement in the transaction included a conversation between the business and the consumer, including a conversation via electronic communication.
In the case of a cancellation as stated in this section, the booker will be charged a cancellation fee of 100 (one hundred) NIS or 5% (five percent) of the booking value, whichever is lower.
If a cancellation is made by a booker who belongs to one of the populations listed in this section, the booker will attach to the cancellation notice a reference document (via one of the means mentioned above) proving that they belong to one of the above populations, in accordance with what is detailed in the Consumer Protection Law.
It is hereby clarified that the booker will be charged by the Company (or someone on its behalf) via the credit card whose details were provided to the Company by the booker, and the booker hereby gives their irrevocable consent to the execution of such a charge as stated above, subject to the provisions of these regulations.
- Cancellation of a Booking without a Cancellation Fee:
It will also be clarified that in addition to the cases detailed above in this section, in which a booking can be canceled by law without payment of a cancellation fee, Isrotel is also entitled, at its sole discretion, to exempt the booker from payment of a cancellation fee for the cancellation of the booking.
Last update 17.2.2026