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Frequently asked questions

Below are some common questions from our customers that we hope assist you with your query. If you can not find your answer then please don't hesitate to contact us.

General Questions

Who is Moonsand?

How does Moonsand work?

Are your holidays ATOL/ABTA protected?

Booking enquiries

Can I make changes to hotel booking? for example change the date?

How does the 'free cancellation' policy work?

How do I get more information about the accommodation/room?

Can I change or amend my flight reservation?

Can I book my trip with the prices provided by Moonsand?


Can I cancel my booking?

Is it free to cancel my booking?

How do I know if my booking was cancelled?

Where do I find my booking cancellation policy?


Can I pay with a deposit or pre-payment?

Who will charge my card?

Why do I need to provide my payment card details?

What payment gateways are available?

Will I be charged a booking fee or transaction fee on my credit card?

Can you suggest a multi currency card thats easy and safe to use?

Coronavirus (COVID-19)

Where can I get the latest coronavirus (COVID-19) support for my booking?

Security & awareness

Is my holiday destination safe?

How do I know if i can travel to a specific country?

Do I need a visa to travel?

Do I need to get travel vaccines?

Property information

How do I know if a property has a specific facility?

What is the difference between a double room and a twin room?

Can I store my luggage/bags at the hotel before and after my check-in/check-out?

I will be arriving earlier/later than my stated check-in time, can I still check in?

Extra facilities

Can I stay later than my stated check-out time?

Can I get an extra bed or a cot or a child?

Flight delays

My flight has been delayed, will I get compensation?

Still need help?

Contact our support team here.

Report an accommodation.

Report an accommodation here.


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Moonsand | Cheap flights and hotel search
Moonsand | Cheap flights and hotel search

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