Frequently Asked Questions

General Questions

Who is Moonsand?

We are a team of travel enthusiast and web developers. Through combining both our skills and interest we have developed this website in order to reduce the time and hassle spent searching for the cheapest and best travel deals appropriate to you, thus saving you the most amount of money with every trip.

How does Moonsand work?

Moonsand searches thousands of travel companies to display all their information in one place. This saves you time when browsing for your perfect trip. All search information provided by our partner companies can be filtered to suit your search requirements. For more information on this please visit our How we work? page.

Are your holidays ATOL/ABTA protected?

Yes. Moonsand directly is not a booking site and will always take you to the third party service provider. We only work with companies which offer full ATOL and ABTA protection with every booking.

Booking enquiries

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

In most cases you can make amendments to your booking. Each 3rd party that we work with has their own policies on making changes to current bookings. Please visit the appropriate company website in which you booked your service with initially.

How does the 'free cancellation' policy work?

On approximately 95% of our hotel bookings you have the ability to cancel your stay free of charge, In this case please just contact the correct service provider reference your booking confirmation and request your stay to be cancelled. Please make sure you double check your booking policy prior to making the payment to ensure your trip has free cancelation included if you wish for this to be the case. If you are unsure on your service provider please feel free to contact us and we can inform you with this information.

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

You can find full information about the room/accommodation in your booking confirmation. If you require anything extra or wish to contact the accommodation provider directly please contact the service provider in which you booked the initial stay.

Can I change or amend my flight reservation?

Dependant on airline and fare class change or cancellation terms can differ. Generally it is not possible to adjust, amend or change a ticket without paying an amendment fee. Any changes you wish to make to a future booking must be made with the travel provider who your contract is with.

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

Yes, all prices provided by Moonsand are accurate at the time of search. However Moonsand does not take responsibility for price changes made by travel organisers as a response to supply and demand, travel organisers may change prices several times per day.

Cancellations

Can I cancel my booking?

In most cases cancellation of your live booking is possible. Terms of cancellation is dependant on airline and/or service provider. Cancelling a booking may incur a fee.

Is it free to cancel my booking?

Some hotel reservations offer a free cancellation policy with the booking and this information can be found in the booking terms and conditions. If no free cancellation is available when you book there will always be a fee for cancelling. In regards to flights free cancellation is dependant on airline, fare class and the booking terms and conditions, please contact your select airline for further information regarding this issue.

How do I know if my booking was cancelled?

Whenever you cancel a booking you will receive a confirmation email stating the cancellation. If you do not receive this email please first check your spam or junk folders, if you do not receive the email within 24 hours please contact immediately the company you recently cancelled your booking with.

Where do I find my booking cancellation policy?

Your cancellation policy can be found in your booking confirmation.

Payment

Can I pay with a deposit or pre-payment?

In most cases the service provider will require a deposit on any booking. In some cases the property and/or service provider with require full upfront payment.

Who will charge my card?

When making a payment he provider company will debit your account for the service your are purchasing. Moonsand will never charge you as we are a metasearch site and not a drect booking site.

Why do I need to provide my payment card details?

In majority of cases your card will be used to make payment. However regardless of this most service properties will use your payment card information as a guarantee for your booking.

What payment gateways are available?

Our partner companies accept most major credit and debit cards as well as online payment solutions such as PayPal, Stripe, Western Union and Apple Pay. Some payment gateways incur a transaction fee so please bare this in mind when paying for your booking. Additionally some of the available payment solutions have a max spend limit which may reduce such usability at checkout.

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

The answer to this question is dependant on card provider. Some credit card authorities do charge a transaction fee when making a booking and the fee's differ in price. For more information regarding this query please reference your credit card supplier.

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

Our travel enthusiasts have been using Revolut for many years. Revolut provide a live exchange rate offering you the best value for money at the time of use. All cards provided are protected with a PIN (personal identification number) that can be used for purchases and withdrawals.

Coronavirus (COVID-19)

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

This situation is fast evolving everyday meaning there is multiple updates to this specific matter all the time. If you wish to find out more information on the service you are booking please reference the FAQ page on the site in which you intend to make your booking.

Security & awareness

Is my holiday destination safe?

Travelling around the world is generally safe. International terror attacks are deemed serious and attacks can happen all over the world. The foreign and commonwealth office (FCO ) constantly reviews threats using intelligence services and can provide you with more up to date information. In the event of a terror attack when you are on holiday please contact your home countries embassy for information. Ultimately you are responsible for your own safety and you should always be aware of your surroundings, and report any suspicious activity with local authorities.

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

Every country has its own individual rules and parameters regarding travel at this current time. To find out if you can travel to a certain country please reference the authorities guidelines. If you are unsure where you will find this please contact our support team and they can provide you the correct website.

Do I need a visa to travel?

Visas are necessary if you'd like to travel to country that does NOT have a visa policy in place with your home country. Many countries have visa policies and agreements that allow their citizens to travel freely between them without the need in having a visa. For more information visit your government website or home office.

Do I need to get travel vaccines?

You may need to be vaccinated against some of the serious diseases found in other parts of the world. Some vaccines need to be taken 8 weeks before travel to build up immunity. Contact your general practitioner (GP) or health insurance providers.

Property information

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

nder the facilities section on the hotel property page you will be able to see all facilities, activities and services.

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

A double room includes one double bed whereas a twin room features two single beds. If a room is labelled 'double/twin room' this means the room can be set up to suit either feature.

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

If the property has luggage storage then you will be able to store your belongings as required, some properties that provide such service will charge a small fee, please refer to the hotels terms and conditions for more information on this. To know if a select property offers luggage storage please refer to the facilities section on the property specific search result. Moonsand takes no responsibility for luggage stored at any property.

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

You can request an alternate check-in time the the property directly. To do this you must email or phone them using the contact details they provide, these can be found in your booking confirmation. When contacting the property you can request your intended check-in time if it is outside the stated hours. Please note some properties may physically not be able to compensate your requests and all properties have the right to refuse your request. Additionally please be aware that some accommodation providers will charge a fee for a change to the check-in times.

Extra facilities

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

Check-out times are provided by the accommodation team so they can set up for the next guest, which includes having the room clean and made up. This means that a number of properties won't have the facilities to allow later check-out times but in place most offer luggage storage. However some properties offer a later check-out time for a one time charge. Please contact your accommodation directly to request an alternate check-out time.

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

Majority of properties will provide information about extra beds and facilities in the property details on our search result listing. However if you are unable to find such information when booking your stay please contact the accommodation provider directly. Please be aware extra charges may be incurred for use of such extra facilities.

Flight delays

My flight has been delayed, will I get compensation?

European airlines and flights departing from Europe will be subject to the EU denied boarding regulations in the event of a delay. If you have been delayed in the past please contact Airhelp with your flight details and they will assist with getting compensation if you are eligible.

Frequently asked questions

General Questions

Booking enquiries

Cancellations

Payment

Coronavirus (COVID-19)

Security & awareness

Property information

Extra facilities

Flight delays

Still need help?

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