At Stellaluna Private Resort, we understand that plans can change. To provide our guests with flexibility and peace of mind, we have established a clear and fair rebooking and cancellation policy. Our goal is to ensure that you can enjoy your stay with us without the stress of unexpected changes.
We encourage you to familiarize yourself with our policy details, which outline the procedures for rebooking your stay and the terms for cancellations. By doing so, you can make informed decisions and enjoy a seamless experience from the moment you book your getaway.
Non-Refundable Down Payment
The down payment is non-refundable for no-shows or if you exceed the 14-day rebooking grace period.
Rebooking Eligibility
Rebooking or changes in reservation dates are allowed only if requested at least 14 days before the scheduled check-in.
Emergency Rebooking Exceptions
In case of unforeseen events (e.g. emergencies, typhoons, flooding, or sudden changes in government quarantine guidelines), the down payment may be carried over to a new reservation date.
Medical-Related Rebooking
For health-related cancellations (e.g., COVID-19), the guest must provide proof such as a doctor’s note, medical certificate, or a positive COVID test result.
The document must be dated after the reservation was made.
Sensitive information may be blurred; only name and date are required.
We treat all disclosures with strict confidentiality.
Late Rebooking (After 14 Days)
Rebooking requests made after the 14-day grace period are subject to management approval and will incur a 50% administrative fee based on the regular (non-promotional) rate.
No Refund for Decreased Headcount
The rate agreed upon during booking remains fixed, even if the actual number of guests on the day is fewer than expected.
Final Reminders
All rebooking requests must be sent via email or official messaging platforms.
A rebooking confirmation will be issued once the new date is approved.
Only one rebooking is allowed per reservation, unless otherwise approved.
Security Deposit
A Php 5,000 security deposit is required upon arrival and must be handed directly to our caretakers. This deposit serves as coverage for any unforeseen damages to the property and/or additional amenities availed during your stay. The full amount will be refunded upon check-out, pending a complete inspection of the resort to ensure no damages or extra charges apply. Thank you for your understanding and cooperation.
We look forward to welcoming you and ensuring your stay is as enjoyable and stress-free as possible!