Reservation, Cancellation
and Refund Policies
Reservation Policies
All rates published on our website www.hotelhaciendasantana.com are rack rates. That is, they are the maximum rates that are charged per room in any period of the year. All our rates already include VAT, as well as the Lodging Tax.
All rates, promotions and discounts are subject to change without notice. For this reason, it is important that people interested in booking contact one of our reservation agents by phone or, at our email recepcion@hotelhaciendasantana.com to receive more information about room types, prices, promotions of the month, discounts (only if they apply). As well as to receive instructions on how you can make your payment. In addition, we will also send you this document via email.
All rooms are subject to availability unless the guest has guaranteed their reservation by making a deposit, transfer or via credit card. While said requirement HAS NOT BEEN FULFILLED, the rooms will be available for sale and the prices and / or promotions subject to change without notice.
To guarantee a room, the payment options are exclusively those indicated below:
- Debit or credit card information (Visa or Master Card)
- Bank deposit or electronic transfer (wire) payment.
In the case of deposits and / or bank transfers, it is mandatory for the guest to notify the reservation department at least 48 hours. Prior to the date of your reservation by email that includes your scanned receipt. In addition, for the reservation to be valid, you must receive an email from the hotel confirming it. If not 48 hours before then the reservation will be subject to availability. Subsequently one of our representatives will contact you by phone or email to confirm that the transaction was completed.
Only reservations whose charge has been completed are considered GUARANTEED.
We recommend to all persons interested in booking rooms that read with special care the section corresponding to Cancellation Policies BEFORE proceeding to reserve your room.
IMPORTANT NOTES:
Upon completion of the reservation process, both the guest and Hacienda Santana undertake to comply with the hotel’s internal regulations; as well as to respect and act in accordance with what is expressed in our Reservation Policies, and cancellation.
Hacienda Santana disclaims responsibilities in the event that there are misunderstandings caused by the guest caused by the latter having failed to read this document carefully. This is detailed information that we provide to all guests at the time their reservation is confirmed.
This information is also published for consultation on our website www.hotelhaciendasantana.com
RESERVATIONS MADE THROUGH TRAVEL AGENCIES:
Cancellation Policies
IF YOU BOOKED THROUGH A TRAVEL AGENCY OR ON THE INTERNET:
If you wish to modify or cancel the reservation you made through a Travel Agency such as Best Day, Booking.com, Despegar.com, Expedia, Hotels.com, etc. Please contact them at the Customer Service phone number that they have provided at the time of making your reservation.
YOU BOOKED DIRECTLY WITH HACIENDA SANTANA:
If you wish to modify or cancel your reservation, immediately contact one of our reservation agents by phone or email. We suggest you consult the section corresponding to the Cancellation Policies of Hacienda Santana before contacting us.
THE FOLLOWING DESCRIBES OUR GENERAL CANCELLATION POLICIES:
- Reservations canceled at least 12 days prior to the reservation date will be exempt from charges ALWAYS AND WHEN MADE IN CASH. In the event that the payment has been made by credit card, debit, deposit, bank transfer, A 6% CHARGE WILL BE APPLIED ON THE TOTAL PAYMENT BY BANK COMMISSION CONCEPT. All reimbursement will be made via deposit, bank transfer. However, the client also has the option to modify the date of his or her reservation WITHOUT SUFFERING PENALTIES as long as he or she communicates with us by telephone or by email AT LEAST ONE DAY BEFORE THE DATE IN WHICH HIS OR HER RESERVATION WAS ORIGINALLY SCHEDULED so that we can make the relevant changes. Any cancellation or modification must be confirmed by the hotel electronically for it to be considered valid.* Restrictions apply. ** Subject to availability.
- Reservations canceled from 5 to 11 days prior to the reservation date will be awarded a penalty equivalent to 35% of the total amount of one night’s lodging. All refunds will be made exclusively via bank deposit or electronic transfer. However, the client also has the option to modify the date of his or her reservation WITHOUT SUFFERING PENALTIES as long as he or she communicates with us by telephone or by email AT LEAST ONE DAY BEFORE THE DATE IN WHICH HIS OR HER RESERVATION WAS ORIGINALLY SCHEDULED so that we can make the relevant changes. Any cancellation or modification must be confirmed by the hotel electronically for it to be considered valid. * Restrictions apply. ** Subject to availability.
- Reservations canceled 2 to 4 days prior to the reservation date will be credited with a penalty equivalent to 50% of the total amount of one night’s lodging. All refunds will be made exclusively via bank deposit or electronic transfer. However, the client also has the option to modify the date of his or her reservation WITHOUT SUFFERING PENALTIES as long as he communicates with us by telephone or by email AT LEAST ONE DAY BEFORE THE DATE IN WHICH HIS OR HER RESERVATION WAS ORIGINALLY SCHEDULED so that we can make the relevant changes. Any cancellation or modification must be confirmed by the hotel electronically for it to be considered valid. * Restrictions apply. ** Subject to availability.
- Reservations canceled 1 day prior to the reservation date will be awarded a penalty equivalent to 100% of the total amount of one night’s lodging. However, the client also has the option to modify the date of his or her reservation WITHOUT SUFFERING PENALTIES as long as he or she communicates with us by telephone or by email AT LEAST ONE DAY BEFORE THE DATE IN WHICH HIS OR HER RESERVATION WAS ORIGINALLY SCHEDULED so that we can make the relevant changes. Any cancellation or modification must be confirmed by the hotel electronically for it to be considered valid. * Restrictions apply. ** Subject to availability.
- All reservations that HAVE NOT BEEN CANCELED WITH ANTICIPATION (NO SHOWS) will be credited at a charge equivalent to 100% of the cost equivalent to one night of lodging WITHOUT RIGHT TO MODIFY THE DATE IN YOUR RESERVATION.
- All reservations may be modified (date, type of room, etc.) WITHOUT EXTRA CHARGE ALWAYS AND WHEN THE GUEST KNOWS IT TO THE DEPARTMENT OF RESERVATIONS WITH ANTICIPATION.
IMPORTANT NOTES:
- All changes related to change of dates, type of room or number of rooms must be requested in advance.
- The new reservation date must not exceed 3 months after the date originally reserved and may not be modified more than once.
- All changes will be subject to availability. Check with our agents if there are rooms available for the date that interests you.
- Does not apply in high season, holidays and weekends.
- Late check-in time is 8:00 p.m. “Pacific Time”.
Refund Policies
- When a charge higher than the charge corresponding to the type of room that the guest has reserved.
- When the number of nights charged to the guest exceeds the number of nights the guest has stayed.
- When in compliance with the Cancellation Policies of Hotel Hacienda Santana the guest is creditor to receive any refund. Refunds may take 5 to 15 days before being reflected in the client’s statement. If not, please contact our accounting department to verify the status of your refund.