Has your reservation been canceled? The hotel of your stay closed?
If your reservation was canceled due to a fact related to the declaration of a state of emergency enacted in your country of origin or in Portugal or with the closure of borders attributable to the Pandemic outbreak of Covid disease19, or even if the hotel of your stay it was closed, you can reschedule it or request a voucher by contacting book@lunahoteis.com.
What reservations are eligible for a voucher?
All bookings with a stay between March 13, 2020 and September 30, 2020, that are not made or that are canceled due to a fact related to the declaration of state of emergency decreed in the country of origin or in Portugal, or even with the closure of borders attributable to the pandemic outbreak of Covid disease19, or even because the hotel is closed.
Para todos os cancelamentos de reservas por outros motivos, aplicam-se as condições da tarifa contratada.
Request a voucher
You can request a voucher in the amount of the deposit of your reservation, in case the reservation was canceled due to fact related to COVID-19 or the closure of the hotel. Your voucher will be valid for stays until 31.12.2021 and can be used as payment, or partial payment, for one or more future bookings.
A nova reserva deve ser realizada na totalidade até 31.12.2021 . Receberá o seu voucher por e-mail no prazo de quinze dias após o seu pedido.
Do you want to make a new reservation?
You can change the dates and destination of your reservation without being charged any change fee, if the reservation was canceled due to a fact related to COVID-19 or the closing of the hotel, until December 31, 2021.However, you will have to pay any price difference applicable for the new desired dates.
Using the voucher
How is the voucher used?
When you receive your voucher by email, call our call center (289 009 400) and indicate the voucher code to use it or contact us via email at book@lunahoteis.com
Can the voucher be used in any Luna Hotels & Resorts development?
Can the voucher be used in any Luna Hotels & Resorts development?
When does the voucher expire?
The voucher expires on 12.31.2021. If not used by December 31, 2021, the guest is entitled to a refund of the credit amount, to be made within 14 working days from that date.
Your voucher can be used as payment method, or partial payment, for a future reservation. The new stay booked with your voucher must be completed in full by 12.31.2021.
Does the reservation have to be made in your name?
The voucher allows you to make a future reservation in the name of the person included in the original reservation or to transfer to another name you indicate.
What happens if I book a stay for less than the voucher?
We will issue another voucher to cover the fare difference.
What happens if I book a stay for more than the voucher?
You will have to pay any difference if the new fare 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 reservation.
What happens if I booked through a travel agency or a third party?
Contact your travel agency directly for more information.
