Your questions, answered
Simply visit casadeluz.co.uk, choose your destination and dates, and follow the secure booking steps. You’ll receive instant confirmation via email.
Before booking, check the listing details for available wellness or cultural activities and any associated fees. If you’re interested in exclusive offers or seasonal programs, subscribe to our newsletter for curated experiences and updates.
Yes, creating an account helps manage your bookings, preferences, and ensures secure communication with hosts.
Absolutely! Our listings are designed for family travel. You can filter by capacity, and we support large groups and long-term stays.
Yes — during checkout or by contacting us before booking. We offer optional wellness, cultural, and lifestyle experiences.
Absolutely. Casa De Luz is designed for multi-generational families. Many properties feature baby gear, kid-friendly spaces, or accessible layouts for older guests. Always check listing details or message the host to confirm specific needs.
Some properties do welcome pets, but policies vary. Please review the individual listing or contact the host before booking to confirm.
Your booking includes the accommodation, standard amenities, multilingual support, and optional wellness experiences. Specific inclusions vary by listing, so please check the individual property page for full details.
Yes — cancellation and changes depend on the policy chosen by the host (Flexible, Moderate, Strict, etc.). You can find this information on the listing or visit our Refund And Cancellation Policy for full details.
Follow the check-in/check-out instructions provided in the host’s house manual and messages. You’ll receive two secure codes: one for check-in and one for check-out. These codes are essential to access the property and verify your stay — please do not share or use them until the correct steps are completed.
Most essentials — such as linens, towels, and toiletries — are provided. However, we recommend packing items suited to the local climate and any personal wellness or health items you rely on. For tailored advice, check your host’s house manual or explore our blog: Family Travel Essentials: Your Ultimate Packing Guide (Timeless)
Yes — many listings include amenities like yoga decks, saunas, or private pools. Use the search filters to narrow your options, or check the amenities section on each listing page.
Yes! We partner with trusted local hosts to offer meaningful experiences such as yoga sessions, meditation, traditional therapies, and guided cultural tours. Some are included with your stay, while others are available as optional add-ons.
We accept Visa, MasterCard, American Express, PayPal, Stripe, and Chinese payment options like WeChat Pay and Alipay.
Yes — all bookings must be paid in full at the time of reservation. This includes the accommodation cost and a platform service fee.
Yes — a 15% service fee is applied to each booking for guests, and a 10% platform commission is deducted from host payouts. These fees help cover platform operations, secure payment processing, and 24/7 multilingual support.
Refund And Cancellation Policy
Flexible Policy
Full refund (including room rate and cleaning fee) if cancelled 24 hours or more before check-in, suitable for business travel or itinerary changes.
Moderate Policy
Full refund if cancelled 5 days or more before check-in; 50% refund of remaining nights if cancelled less than 5 days but more than 24 hours before check-in; recommended for regular leisure travel.
Strict Policy
Full refund if cancelled within 48 hours of booking and 14 days or more before check-in; 50% refund if cancelled 7-14 days before check-in; no
refund if cancelled less than 7 days before. Applies to peak season or unique high-end properties.
Firm Policy
Full refund if cancelled within 48 hours of booking and 30 days or more before check-in; 50% refund if cancelled 14 days or more
before check-in; no refund if cancelled less than 14 days before. Applies to popular seasonal properties.
Super Strict Policy
50% refund only if cancelled 30-60 days before check-in; no refund for other cancellations. Applies to highly in-
demand unique properties.
Long-term stays (30+ nights) Policy
Full refund if cancelled within 48 hours of booking and 30 days or more before check-in; other
cases will be calculated based on actual nights stayed and local tenancy laws.
All guests must pay the full room rate and service fee at the time of booking. The platform service fee (15%) is non-refundable upon cancellation. Refunds will be processed within 5-10 business days after the cancellation request is approved, subject to the policies of the financial institution.
Special Note: If the cancellation is due to force majeure factors (such as major epidemics, natural disasters, government travel restrictions, etc.), the platform can assist in applying for special refund arrangements. In such cases, the guest must provide relevant supporting documents, and the platform will provide more flexible refund options after review. Hosts can choose the applicable cancellation policy based on the actual property conditions (which must be clearly stated on the property page and confirmed by the platform).
Compliance Statement: In some regions (such as California, USA, EU countries, Australia, etc.), if local consumer protection laws require, such as a full refund within 24 hours of booking or mandatory cancellation in special circumstances, Casa De Luz will prioritise refund processing in accordance with local regulations. This platform always adheres to the strictest consumer protection standards in its operating regions.
Dispute Resolution: If there is a dispute between the guest and the host regarding a refund, the platform will make a fair assessment based on the evidence provided by both parties and the platform’s records, and provide a final resolution within 7 business days. Casa De Luz reserves the final interpretation right for special refund cases.