Frequently Asked Questions (FAQ)
HAS YOUR RESERVATION BEEN CANCELLED?
If your booking has been cancelled, you can rebook it or request a voucher via the email contact firstname.lastname@example.org
- Request a voucher
If your booking has been cancelled, you can request a voucher in the amount of your booking. Your voucher will be valid for travel until 31 December 2021 and can be used as payment, or partial payment, of one or more future bookings.
The new reservation booked with your voucher must be made in full until 31 December 2021. You will receive your voucher by email within fifteen days of your request.
DO YOU NEED TO MAKE A NEW RESERVATION?
When you are ready to make a new booking, you can do so with confidence and without commitment, having the flexibility to be able to change or even cancel your new booking free of charge.
- Change a booking
You can change the dates and destination of your booking without being charged any change fees. However, you will have to pay any price difference for the new dates you want. (The advance deposit amount will be in credit and will be adjusted as payment for the new booking).
- Cancel your booking
If you decide that you no longer wish to travel, you can cancel your booking and receive a voucher in the same amount that you can use for a future booking by 31st December 2021.
WHAT ARE THE ELIGIBLE BOOKINGS TO OBTAIN A VOUCHER?
- All bookings from 13th March 2020 to 30th September 2020
USING THE VOUCHER
- How can I use a voucher?
When you receive your voucher by email, call our call center and give the voucher code to use it or by email to email@example.com
- Can I redeem the voucher in any Luna Hotels & Resorts resort?
Yes, you can redeem your voucher in any of Luna Hotels & Resorts.
- When does the voucher expire?
The voucher expires on 31 December 2021.
Your voucher can be used as payment, or partial payment, of a future booking. The new reservation booked with your voucher must be made in full by 31 December 2021.
- Does the reservation have to be made in my name?
The voucher allows you to make a future reservation in the name of the person in the original booking or transfer to another name indicated by you.
- What happens if I book a stay at a price lower than the voucher value?
We will issue another voucher that covers the fare difference.
- What happens if I book a stay worth more than the voucher value?
You will have to pay any difference if the new rate is more expensive.
- Will the voucher bring new booking restrictions?
The stay booked with vouchers will be subject to the regular Terms and Conditions of the new booking.
What happens if I have booked through a travel agency or a third party?
Please contact your travel agency for more information.