LUMA LODGELUMA LODGEOur terms are simple. Here is exactly what happens if your plans change.
When you send a reservation request, we hold your room and reply to confirm. To secure the dates, you pay a deposit of 20% of the total by bank transfer. The remaining 80% balance is paid on arrivalat the lodge. Your booking is only fully confirmed once we’ve received the deposit (or a copy of the transfer receipt).
The deposit is what’s at stake when you cancel — the balance isn’t paid until arrival, so there’s nothing to refund there. Depending on when you let us know:
Refunds are made by bank transfer to the account you used, normally within 14 days of the cancellation. Any bank fees for an international transfer may be deducted.
After we confirm a room, we hold it for a limited time (usually 48 hours) while we wait for your deposit transfer. If we haven’t received it — or a copy of the receipt — within that window, the hold is released and the booking is cancelled automatically, with no charge.
In the rare case that we have to cancel your stay (for reasons on our side), you receive a full refund of your deposit. We’ll always try to offer you alternative dates first.
Want to move your stay rather than cancel? Just reply to your booking email. Subject to availability, we’ll do our best to move your dates and carry your deposit over — we’re a small lodge and we’d always rather see you than keep a deposit.
To cancel or change a booking, reply to your confirmation email or write to hello@lumalodge.ma with your reference number (e.g. LL-XXXXX). The date we receive your email is the date we use to apply the policy above.
See also our Legal notice and our Privacy policy.