Cancellation & Refund Policy

Last updated: December 1, 2025

Standard Rate — Free Cancellation

Our Standard Rate (Flexible) offers free cancellation under the following conditions:

• Free cancellation: Cancel at any time up to 48 hours before your scheduled check-in and receive a full refund with no charge.
• Late cancellation (less than 48 hours): A charge equivalent to the first night's accommodation will be applied.
• No-show: The full value of the reservation will be charged in the event of no arrival without prior notification.

Non-Refundable Rate

Our Non-Refundable Rate offers a significant discount in exchange for the following conditions:

• No refund: This rate is fully charged at the time of booking and cannot be cancelled, modified or refunded under any circumstances.
• We strongly recommend purchasing travel insurance before selecting this rate.

Presidential Suite & Villa Reservations

Due to the exclusive nature of our Presidential Suite and Garden Family Villas, the following cancellation terms apply:

• Free cancellation: Up to 7 days prior to check-in.
• Cancellation 3–7 days before check-in: 50% of the total reservation value will be charged.
• Cancellation less than 72 hours before check-in: 100% of the total reservation value will be charged.

Holiday & Peak Season Policy

During Chilean national holidays, Christmas (December 20 – January 5), Easter Week, and other peak seasons, a 7-day free cancellation policy applies to all room types regardless of rate selected. Specific terms will be displayed at the time of booking.

Group Bookings (10+ Rooms)

Group bookings are subject to a separate cancellation schedule agreed at the time of contract signing. Please contact [email protected] for group terms.

How to Cancel or Modify a Reservation

To cancel or modify a reservation, please contact our reservations team:

• Email: [email protected] (cancellations acknowledged within 2 business hours)
• Phone: +56 2 2234 5678 (available 24/7)
• Please have your reservation number ready. Cancellation requests are effective from the date and time they are received, not from when they are sent.

Refund Processing

Approved refunds will be returned to the original payment method within 7–10 business days. Refunds for reservations paid by bank transfer may take up to 15 business days. The Resort is not responsible for any fees charged by your bank or card provider during the refund process.

Spa Treatments & Dining Reservations

Spa Treatments

Spa treatments may be cancelled free of charge up to 4 hours before the scheduled appointment. Cancellations with less than 4 hours' notice or no-shows will incur a charge of 50% of the treatment price.

Restaurant Reservations

Restaurant reservations at Pehuén (Fine Dining) require 24 hours' notice for cancellation. Same-day cancellations or no-shows may be subject to a per-person fee. Reservations at El Asador and Cóndor Sky Bar may be cancelled free of charge at any time.

Force Majeure

In the event that the Resort is unable to provide accommodation due to circumstances beyond its reasonable control (including natural disasters, acts of government, pandemic restrictions), the Resort will offer guests the option of a full refund or reservation credit valid for 24 months.

Disputes & Complaints

If you are dissatisfied with the handling of your cancellation or refund, please contact our Guest Relations team at [email protected]. We aim to resolve all complaints within 5 business days.