If you booked in our web site and need to cancel it, you can do it only under the next terms:
Health problems, for example: COVID-19 symptoms*.
Accidents(s)*.
Travel agency or flight issues*.
Closed border (only for international travelers)*.
If you are also requesting a refund** it is necessary to start the process a minimum of 7 days prior to your arrival date at the hotel, otherwise, no refund or compensation will be generated under any reason or circumstance.
*It is mandatory to present a document that supports any of the conditions mentioned above. ** The refund it’s only available for reservations marked with “Flexible rate” if your booking is marked "Non-Flexible" you can cancel it but the refund will not proceed under any circumstance.
To begin the cancellation process, please contact the customer support team and provide the next information:
