CANCELLATION POLICIES
January 8th to December 22nd: All cancellations must be made 30 days prior to the check-in date. A 100% penalty will apply for cancellations made after this deadline. New bookings will be also non-refundable after deadline.
December 23rd to January 7th: All cancellations must be made 60 days prior to the check-in date. A 100% penalty will apply for cancellations made after this deadline. New bookings will be also non-refundable after deadline.
Upon check-in a credit card will be requested for a deposit of
$150 guarantee in case of any incident or for extra charges.
1. PAYMENT, REFUND AND FRAUD PREVENTION POLICIES
All payments made through our systems must comply with security standards such as 3DS verification, EMV chip, and Contactless technology to mitigate fraud risks. Suspicious or unverified transactions will be automatically rejected.
2. REFUND DOCUMENTATION:
In cases where a refund is applicable, it will be issued as a credit towards future reservations and will be considered a goodwill gesture to resolve specific situations. Refund requests are subject to formal evaluation and must be fully documented, including justifications and relevant receipts.
3. DISPUTE RESOLUTION IN THE FIRST INSTANCE:
All disputes must initially be presented with verifiable evidence. Required documentation includes official check-in and check-out receipts signed by the client, as well as any other document supporting the claim.
4. SERVICES AND CHARGES DOCUMENTATION:
All services provided must be documented and verified. In cases where a service is not received, no refund will apply if the client has voluntarily canceled. Details of contracted services will be sent to the client’s email upon reservation confirmation.
5. CORRECTION OF ERRONEOUS AMOUNTS:
If the client questions a charge, the hotel will provide a detailed description of the consumption, along with receipts and proof of the amounts billed. Additional services will be documented separately and reflected on distinct account statements for transparency.
6. ACCEPTANCE OF CANCELLATION AND MODIFICATION POLICIES
By completing a reservation, the client implicitly accepts the cancellation policies, which are considered an integral part of the service contract. This acceptance is formalized upon registering their payment method on our platform.
7. SERVICES NOT DESCRIBED:
If the received service does not match the description, the client may file a formal complaint. The complaint will be reviewed as long as the client has not used part or all of the service, which would invalidate any refund claim. If the client has completed their stay and did not report any issues during the visit, no further claims will be accepted.
8. INCIDENT RESOLUTION MECHANISM
In case of documented inconveniences during the stay, the hotel will assess the situation and, if appropriate, offer a reasonable solution based on the evidence provided by the client, in accordance with applicable regulations.
CREDIT POLICIES AND FUND RELEASE
1. EXCLUSION OF CREDIT PROMISE
This agreement does not constitute a credit promise nor grant financing rights by the hotel. Payments are subject to current billing policies and do not imply the provision of credit under any circumstances.
2. FUND RELEASE (DEPOSITS AND HOLDS)
- In cases where funds are held, these will not be released if the service has been fully provided. The hotel reserves the right to retain any funds in the event of a dispute or non-payment, supported by the applicable tourism service regulations and contract terms.
3. DOCUMENTATION OF REFUNDS AND DEBITS
- All refunds and debits must be documented, maintaining a clear and verifiable record of transactions. Detailed information on the deposits made will be available in the client’s history for future reference.
4. POS REFUNDS
- In the case of a refund, it will be processed through the point of sale (POS) system within a maximum period of 30 calendar days, following banking regulations and the processor’s policies.
5. AUTHORIZATION FOR CREDIT CARD TRANSACTIONS
- By conducting a credit card transaction, the client accepts the inherent commercial conditions and exempts the hotel from liability for disputes arising from misuse or errors in card processing, subject to the norms of each provider.
6. PAYMENT VIA SECURE PAYMENT LINK:
- The client may make payments using a secure payment link, such as the 'Compra Click' system. This system complies with the necessary security standards to ensure a fast and safe payment experience.
