Cancellation Policy

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 30 days before you arrive.

Cancel more than 30 days before arrival and you are not charged. A cancellation made within the last 30 days before arrival is not refunded; when you booked direct with us, everything you paid comes back as credit, as set out below.

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 comes back as credit

When you book direct with us and a cancellation fee applies, on any of our rates or packages, we would rather keep you than keep the money: everything you paid toward that booking becomes a credit voucher for a future stay.

The voucher is valid for one year from the day we issue it: book your new stay within that year, and the stay itself can fall later. We confirm it in writing together with your cancellation.

It applies to bookings made direct with us. A booking made through another website or a travel agency follows that platform's or agency's own cancellation policy, and a no-show or nights left unused by leaving early are not covered.