Refund and Cancellation Policy
Cancellation Timeline & Refunds
- Free Cancellation:
Guests may cancel for a full refund if done 7 days or more before check-in. - Partial Refund:
Cancellations made 3–6 Days before check-in receive a 50% refund of the total booking amount. - No Refund:
Cancellations made within 48 hours of check-in or no-shows are non-refundable.
Non-Refundable Bookings (if offered)
- These bookings are offered at a discount and are non-refundable under any circumstances, including changes to dates or guest numbers.
Early Check-Out / Shortened Stays
- Partial Refund Possible:
If a guest chooses to leave early, a partial refund may be issued for unused nights, but only if the room is rebooked for those nights. - Otherwise, no automatic refund applies to early departures.
Special Circumstances (Force Majeure)
- Full Refund or Reschedule:
In the case of natural disasters, health emergencies, or travel bans, guests may receive a full refund or the option to reschedule their stay at no extra charge.
Returns/Complaints Policy
- If a guest is unsatisfied due to a legitimate issue (e.g., room not as described, cleanliness, safety issues):
- We will first try to resolve the issue (room change, cleaning, etc.).
- If not resolved and the guest checks out early, a partial or full refund may be offered at management’s discretion.
- Documentation (photos, etc.) may be required to process the complaint.
How to Request a Refund
- Refund requests must be sent to our official email within 48 hours of checkout, with:
- Booking reference
- Description of issue
- Supporting evidence (if applicable)
Processing Time
All eligible refunds are processed within 5–10 business days.
Contact Information
For cancellations, refund requests, or guest support, please contact us via:
- Email: contact@lunaguesthouse.com
- Phone/WhatsApp: +355 69 745 1007
- Operating Hours: 7:00 AM – 9:00 PM (CET)
We’re committed to making your experience smooth, fair, and transparent.