1. Introduction
At Velunera Hotels & Resorts, we understand that plans can change. This Cancellation Policy outlines the terms and conditions related to cancellations, modifications, and refunds for bookings at our properties. Our aim is to provide clear and fair policies while maintaining the high level of service our guests expect.
2. Standard Cancellation Policy
Our standard cancellation policy applies to most bookings unless otherwise specified during the booking process or in the rate terms and conditions. This policy varies by property and may be adjusted during high-demand periods, special events, or for certain rate types.
2.1 For Individual Bookings
- Cancellation more than 48 hours prior to arrival: Full refund with no cancellation fee
- Cancellation within 48-24 hours of arrival: 50% of the total stay will be charged
- Cancellation less than 24 hours prior to arrival or no-show: 100% of the total stay will be charged
2.2 Policy Exceptions
The following bookings may have different cancellation policies:
- Prepaid Non-Refundable Rates: These special rates are non-refundable and non-transferable regardless of when the cancellation is made
- Flexible Rates: These rates may offer more lenient cancellation terms
- Promotional Rates: Special offers may have unique cancellation terms detailed during booking
- Group Bookings: Custom policies apply as outlined in the group contract
- Seasonal or High-Demand Periods: Extended cancellation periods may apply during peak seasons or special events
3. Property-Specific Policies
While our standard policy applies to most properties, some locations have specific requirements due to their unique nature or location. Please review the specific terms for each property during the booking process.
3.1 Velunera Azure Paradise (Maldives)
- Cancellation more than 30 days prior to arrival: Full refund with no cancellation fee
- Cancellation 30-14 days prior to arrival: 50% of the total stay will be charged
- Cancellation less than 14 days prior to arrival or no-show: 100% of the total stay will be charged
3.2 Velunera Aegean Vista (Santorini)
- High Season (May-September):
- Cancellation more than 21 days prior to arrival: Full refund
- Cancellation 21-7 days prior to arrival: 50% of the total stay will be charged
- Cancellation less than 7 days prior to arrival: 100% of the total stay will be charged
- Low Season (October-April): Standard 48-hour policy applies
3.3 Velunera Alpine Retreat (Swiss Alps)
- Winter Season (December-March):
- Cancellation more than 30 days prior to arrival: Full refund
- Cancellation 30-14 days prior to arrival: 50% of the total stay will be charged
- Cancellation less than 14 days prior to arrival: 100% of the total stay will be charged
- Summer Season (April-November): Standard 48-hour policy applies
4. Group Bookings & Events
For groups of 10 rooms or more and events, the following general guidelines apply, but specific terms will be outlined in your contract:
- Cancellation more than 90 days prior to arrival: 25% deposit is refundable
- Cancellation 90-60 days prior to arrival: 50% of the total booking value will be charged
- Cancellation 60-30 days prior to arrival: 75% of the total booking value will be charged
- Cancellation less than 30 days prior to arrival: 100% of the total booking value will be charged
5. Early Departure
Should you decide to depart earlier than your scheduled check-out date, please note:
- Notice of early departure given more than 24 hours in advance: You will be charged for your actual stay plus one additional night
- Notice of early departure given less than 24 hours in advance: Full payment for the original booking period will be charged
6. Modifications
Modifications to existing bookings are subject to the following conditions:
- Date changes are treated as a cancellation and new booking, subject to the applicable cancellation policy
- Reducing the length of stay is subject to the cancellation policy for the nights removed
- Modifications are subject to availability and potential rate changes
- Changes from one property to another are treated as a cancellation and new booking
7. Force Majeure
In the event of force majeure circumstances that make it impossible for you to travel to our property or for us to provide our services, we will work with you to find a reasonable solution, which may include:
- Rebooking for alternative dates without penalty (subject to availability)
- Providing a credit voucher for future stays
- Processing a refund in accordance with the specific circumstances
Force majeure events may include, but are not limited to, natural disasters, acts of government (such as travel bans or border closures), acts of terrorism, pandemics, or other extraordinary events beyond reasonable control.
8. Insurance
We strongly recommend that all guests purchase comprehensive travel insurance that includes coverage for cancellations, delays, and interruptions. This can provide peace of mind and financial protection in case unexpected events prevent you from traveling.
9. How to Cancel or Modify a Booking
To cancel or modify your booking, you can:
- Log in to your Velunera account on our website and manage your booking
- Contact our reservations team at reservations@velunera.com
- Call our reservation line at +1 (555) 123-4567
- Contact the specific property directly
Please have your booking confirmation number and details ready to facilitate the process.
10. Refund Processing
When a refund is approved:
- Refunds will be processed to the original form of payment
- Processing times typically range from 7-14 business days, depending on your financial institution
- You will receive an email confirmation once the refund has been processed
11. Contact Information
If you have any questions about our cancellation policy, please contact us at:
Velunera Hotels & Resorts
123 Luxury Avenue
New York, NY 10001
Email: reservations@velunera.com
Phone: +1 (555) 123-4567
