Refund & Cancellation Policy
How cancellations, changes and refunds work across rooms, dining, spa, events and day passes — every rule, in one place, before you book.
Room bookings
Standard direct rates: free cancellation until 48 hours before arrival (Panorama Suites: 72 hours). Inside the window the first night is charged; no-shows are charged the full first night.
Prepaid or advance-purchase rates are non-refundable by design — that's why they're cheaper. Date changes on prepaid rates are possible once, up to 14 days before arrival, subject to availability.
Packages and casino offers
Stay & Play packages follow room rules: free cancellation to 48 hours (72 hours for the High Roller tier). Unused gaming credit expires at checkout and is not refundable or transferable — it has no cash value.
VIP salon bookings refund in full up to 7 days out and 50% inside 7 days; the suite portion follows normal room rules.
Dining, spa and day passes
Restaurant and rooftop bookings: free cancellation up to 24 hours ahead; no-show fees of $25 per person apply to parties of five or more.
Spa treatments: free changes to 24 hours before your appointment; inside 24 hours we charge 50%. Pool and leisure day passes are transferable to another date free of charge with 24 hours notice; weather closures trigger automatic free transfers.
Refund checklist
- Check your rate type — flexible vs prepaid
- Cancel in writing or via your confirmation link
- Keep the cancellation reference
- Allow 3–10 business days for the bank
Contact the team
Refund requests: lunaresort@gmail.com with your booking reference, or call +61 7 5596 1244 — reception handles refunds 24/7.
Related documents
Weddings and events
Event deposits: the $1,000 date-lock deposit is refundable within the 14-day hold period; after confirmation it becomes non-refundable but transferable once to a new date within 12 months.
Event cancellations refund on a sliding scale: 90+ days 75%, 60–89 days 50%, under 60 days 25% of payments made. Full terms sit in your event contract — the contract always prevails.
How refunds are processed
Approved refunds go back to the original payment method — card refunds take 3–10 business days depending on your bank. We don't refund to different cards or accounts.
If we cancel on you (rare, but it happens — maintenance, force majeure), you always get the choice of a full refund or a free rebooking. No admin fees on refunds, ever.
Quick answers
Straight answers about this policy. Still unsure? Write to us any time.
Need to cancel or move a booking?
Send your booking reference — reception processes cancellations and refunds around the clock.
Contact us