In general, if you reserved a hotel stay with our platform, that purchase is non refundable upon purchase. If the promotion you purchased did not have you choose the date for your check in and have not reserved with the hotel directly, then this purchase might be refundable.
If you chose a date in our platform and are in the need of a refund, please refer to the About this Gustazo section of the voucher for information regarding the purchase or refund policy of the voucher and of the hotel.
Now, we know there are situations that are completely beyond anyone's control. If you are in an extraordinary situation in which you might require a refund, please contact the department or person in charge of managing Gustazos reservations in the hotel, let them know your situation to see if it is possible they make an exception.