Cancellation Policy
Plans change. What you get back depends on which rate you booked, so the rate you choose is worth a moment at the time of booking. Each one is set out below.
Which policy applies to you
Every rate on our booking system carries its own cancellation terms, and they are shown to you before you confirm. Your confirmation email names the rate you booked.
If you are not sure which one you are on, send us the reservation and we will tell you.
Flexible rate, 5 days
We may place a temporary hold on your card when you book, to check that it is valid. The full amount is charged 5 days before you arrive.
Cancel more than 5 days before arrival and you are not charged. A cancellation made within the last 5 days before arrival is not refunded.
Flexible rate, 30 days
We may place a temporary hold on your card when you book, to check that it is valid. The full amount is charged between 30 and 15 days before you arrive.
After that:
- Cancel between 30 and 15 days before arrival and we refund half of the total. On reservations under 200 US dollars, a minimum penalty of 100 US dollars applies instead.
- Cancel within the last 14 days before arrival and the booking is not refunded.
Non-refundable rate
This rate is paid in full when you book, and it is the reason it costs less.
Any cancellation after booking is charged the full amount of the reservation.
Packages
Packages require a non-refundable deposit of half the total when the package is confirmed. The balance is charged 30 days before arrival.
A cancellation made more than 30 days before arrival is charged half the total. From 30 days up to the arrival date, the full amount is charged.
No-shows and leaving early
A no-show is not refunded, whatever the season and whatever the rate.
Nights you do not use because you leave early are not refunded either.
How to cancel
Cancel in writing, by email to [email protected]. We do not accept cancellations by telephone.
A cancellation only counts once we have written back to confirm we received it. If you have not heard from us, assume it has not reached us and chase it, on WhatsApp if that is quicker.
How refunds are paid
Where a refund is due under the terms above, we return it to the same card you paid with, and we do it straight away rather than making you wait on us. How quickly it appears on your statement is then a matter for your bank.
Talk to us first
If something has gone wrong with your trip, tell us before you cancel. We would rather find a way to move your dates than process a cancellation, and we can only do that if we know.
Write to [email protected] or message us on WhatsApp at +506 8964-3562.
A cancellation fee can come back as credit
When you book direct with us and a cancellation fee applies, we would rather keep you than keep the money. Ask, and we will hold the value as a credit voucher toward a future stay instead.
It is not automatic and it is not a right you have to argue for. Write to [email protected] and we will tell you what we can do.
Questions about this page
If anything here is unclear, or you want something changed or deleted, write to [email protected], message us on WhatsApp at +506 8964-3562, or use the contact form. A person reads it.