We did not stay at the hotel due to Covid-19 and travel advice from UK Government
this was contrary to the Portuguese government who stated the boarders were open and hotels open for clients.
Portugal was on a no go area at time of our reservations 18 to 25 September 2020 (11 rooms) therefor our travel insurance would have been invalidated, we could have ended up with all sorts of issues
We wanted to re-book for the same weekend 2021 but as we had made our booking direct with the hotel in July 2019 on an early booking rate our booking was non refundable.
Incidentally the rate we paid was available through other agencies one of which, at least, offered free cancellation . I mention this to evidence the fact that Luna Hotels are accepting bookings through third parties with the free cancellation as part of the contract.
Luna Hotels mantra was the borders are open our hotel is open you are welcome to stay, all well and good but the UK government advice was Portugal is a no go area.
Luna Hotels would not entertain our request to cancel the booking and rebook for 2021, I even sent a copy of the flights I have already booked for the same weekend in 2021.
The end result is we did not travel on 18 September 2020 for our weekend and some for the whole week with others joining the group on Monday 21 September 2020, we did not get refunded the deposit (quite within the contract T & C) we did not get the opportunity to rebook for 2021.
So Luna Hotels would rather take our deposits and probably still fill the rooms, some would say good business practice some would say given the circumstances short sighted.
One of our group actually sent medical evidence that he could not travel due to Covid-19 being in he high risk category, his deposit was refunded.
I have a number of email exchanges that I cant post here but the last one indicated a change of policy suggesting, no, stating I would get a refund, I was told it was a mistake? there was me thinking the person who wrote the rules the staff kept referring to had made some amendments
I have no doubt that if Luna Hotels reply to this comment it will be along the lines of "We were only complying with the rules and conditions of your booking, our hotel was open and fit and safe for your visit, our boarders were open you chose not to come" there I've written it for you
Never mind plenty of choice for a different hotel for next year
We did not stay at the hotel for reasons stated. It would appear it is a very good place to stay so disappointed we could not go.