Return & Refund Policy
Effective Date: July 16, 2026
At Luxe Stay, we aim to provide a smooth and transparent booking experience. This Return & Refund Policy explains how cancellations, refunds, and booking changes are handled for hotel and villa reservations made through our platform.
By making a reservation with Luxe Stay, you agree to this policy.
1. Booking Cancellation
Cancellation eligibility depends on the cancellation policy of the hotel, villa, or property selected at the time of booking.
Each property may offer one of the following:
- Free Cancellation – Eligible for a full refund if canceled within the specified cancellation period.
- Partially Refundable – A cancellation fee may apply.
- Non-Refundable – No refund will be issued if the booking is canceled after confirmation.
The applicable cancellation policy will be clearly displayed before you complete your booking.
2. Refund Eligibility
Refunds may be available in the following situations:
- Cancellation within the property’s free cancellation period.
- The property is unable to honor your confirmed reservation.
- Duplicate or accidental charges.
- Other exceptional circumstances approved by Luxe Stay and the property.
Refund approval is subject to the property’s cancellation policy and booking terms.
3. Non-Refundable Bookings
Bookings marked as Non-Refundable are not eligible for refunds if canceled by the guest, except where required by applicable law or approved by the property under exceptional circumstances.
4. Booking Modifications
Requests to change:
- Check-in or check-out dates
- Guest names
- Room or villa type
- Length of stay
are subject to availability and the property’s policies. Additional charges may apply.
5. No-Show Policy
If you fail to check in on your scheduled arrival date without notifying the property, your reservation may be treated as a No-Show.
No-show bookings are generally non-refundable unless otherwise stated in the property’s cancellation policy.
6. Property-Initiated Cancellations
If a hotel or villa cancels your confirmed reservation due to unforeseen circumstances, Luxe Stay will work with the property to:
- Arrange comparable alternative accommodation where possible; or
- Provide a full or partial refund, depending on the circumstances and applicable law.
7. Refund Processing
If a refund is approved:
- Refunds will be issued to the original payment method used for the booking.
- Processing typically takes 7–14 business days, depending on your bank or payment provider.
8. Force Majeure
Refunds or booking changes resulting from events beyond our reasonable control, including natural disasters, government restrictions, public health emergencies, or other force majeure events, will be handled in accordance with the property’s policy and applicable law. Luxe Stay will make reasonable efforts to assist guests in obtaining the best available outcome.
9. How to Request a Cancellation or Refund
To request a cancellation or refund, please contact us with:
- Your booking reference number
- Guest name
- Property name
- Reason for the request
- Supporting documentation, if applicable
Email: contact@luxestay.com
Our customer support team will review your request and respond as soon as reasonably possible.
10. Contact Us
If you have any questions regarding this Return & Refund Policy, please contact us:
Email: contact@luxestay.com
