Refund and Returns Policy

Overview

Our refund policy for hotel reservations ends 48 hours before the reservation start date. Refund restrictions for reservations made before this date may vary depending on the reservation type. Transactions made on 3rd party reservation sites are limited to the refund policies of these sites, and the responsibility for incomplete reservations directly from the Luna Hotel website belongs to the relevant 3rd party sites.

Return Procedures

The total accommodation fee collected at the time of booking is calculated as a whole, including any extras and discounts. This is guaranteed to be refunded at the stated percentages in all cases listed below.

A. 30 days before booking start date: Full Refund
B. 7 days before the reservation start date: 60% Refund
C. 48 hours before the reservation start date: 40% Refund

However, some of the additional services included may not be refundable. These are associated with the following conditions:

A. 3rd party services such as hotel-airport transfer included in accommodation planning
B. Special dining preferences and selected customized diet menus included in accommodation planning
C. Specially offered discounts and promotional purchases within the scope of accommodation planning

The following products and services are non-refundable.

A. Food, newspapers, magazines, medical products
B. Personal or hygienic products
C. Products whose packaging has been opened

In addition to our above-mentioned fee policy, the special rights and advantages mentioned below are not within the scope of refund and renewal.

A. Gift and Discount Cards
B. Loyalty Card Points
C. Prepaid Spending Credits

We need your receipt or proof of purchase to complete your return. To do this, you must send us the PDF format document sent to your e-mail.

Please note, we do not provide refunds for PNRs and other booking numbers provided when planning your trip from 3rd parties.

Refunds

Once your return demand is received and inspected, we will send you an email to notify you that we have received your return demand. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment (credit card or other, excl. transfer deductions), within a certain amount of days.