FAQ's
Hey! What can we help you with?
Pre-arrival
What time is check in/check out?
Check-in is at 4 PM and check-out is at 11 AM. We can arrange an early check-in or a late check-out based on availability. To make a request just let us know. Please keep in mind this is a request and it does not guarantee a modification will be made.
What’s Lumina’s online check-in progress?
Lumina’s check-in process is online for contactless access to your reserved space. Before you can enter your Lumina, it is mandatory that you complete the online check-in form with your personal data. Once your personal information has been verified, you will receive the instructions to access your Lumina within 24hrs of your check-in time.
Once I have completed the online check-in form, when will I receive the access instructions for my Lumina?
Once your personal information has been verified, you will receive the instructions to access your Lumina within 24hrs of your check-in time.
I didn`t receive an access code
After the completion of the online check-in form, you will receive your access codes one day before your arrival. Please check your inbox. Also make sure to check your spam folder. You will receive the codes on the email address you used for making the booking. If you still have not received your access code, please contact us.
What if I need to cancel my stay?
We live in unexpected times reason why all our units offer flexible rate plans that allow for full refunds up to 5 days before arrival. This level of flexibility is available to our guests, regardless if you booked direct or through a 3rd party (i.e. Booking.com, AirBnb, Expedia, etc.). For cancellations on bookings via 3rd parties please contact them directly.
How can I modify my reservation?
If you booked through a digital agency (Airbnb, Booking, Expedia) you will have to contact them directly at their support center, if you booked at luminastays.com or directly with us, just write to us and we will help you.
During my stay
Who do I contact if something needs to be fixed or replaced?
Our concierge will be in communication with you at all times during your stay. If you require anything, do not hesitate to write to him and he will always help you with pleasure.
When will my apartment be cleaned?
Prior to your arrival, the apartment is cleaned, you can request and schedule additional cleanings at an extra cost if required.
When is the trash picked up and when are my towels/linens exchanged?
During your stay, you can request and schedule additional cleanings at an extra cost when required, a general cleaning includes change of towels / lines.
I forgot something at my Lumina. What can I do?
If you left something behind, please send us a message through Whatsapp or send us an email. If we find your lost item, we can ship it to your address. Please be advised that we will ask you to cover the cost of shipping.
Can I receive my invoice also before check-out?
All invoices are generated until after your check out day.
How and when do I receive an invoice?
You can request your invoice after your check out day, we will send it to you by mail.
What time is check in/check out?
Check-in is at 4 PM and check-out is at 11 AM. We can arrange an early check-in or a late check-out based on availability. To make a request just let us know. Please keep in mind this is a request and it does not guarantee a modification will be made.
What’s Lumina’s online check-in progress?
Lumina’s check-in process is online for contactless access to your reserved space. Before you can enter your Lumina, it is mandatory that you complete the online check-in form with your personal data. Once your personal information has been verified, you will receive the instructions to access your Lumina within 24hrs of your check-in time.
Once I have completed the online check-in form, when will I receive the access instructions for my Lumina?
Once your personal information has been verified, you will receive the instructions to access your Lumina within 24hrs of your check-in time.
I didn`t receive an access code
After the completion of the online check-in form, you will receive your access codes one day before your arrival. Please check your inbox. Also make sure to check your spam folder. You will receive the codes on the email address you used for making the booking. If you still have not received your access code, please contact us.
What if I need to cancel my stay?
We live in unexpected times reason why all our units offer flexible rate plans that allow for full refunds up to 5 days before arrival. This level of flexibility is available to our guests, regardless if you booked direct or through a 3rd party (i.e. Booking.com, AirBnb, Expedia, etc.). For cancellations on bookings via 3rd parties please contact them directly.
How can I modify my reservation?
If you booked through a digital agency (Airbnb, Booking, Expedia) you will have to contact them directly at their support center, if you booked at luminastays.com or directly with us, just write to us and we will help you.