Details on refunds, cancellations, and frequently asked questions.
At Casa Chile Stay, we aim to provide flexibility while maintaining the highest standards of luxury hospitality. Due to the nature of hotel reservations, our "returns" are processed as refunds based on our cancellation policies.
For bookings made under our Standard Rate, guests may cancel or modify their reservation up to 72 hours prior to the standard check-in time (3:00 PM local time) without penalty. If a cancellation is made within the eligible timeframe, a full refund will be issued to the original payment method. Please allow 5 to 10 business days for the funds to appear on your bank or credit card statement, depending on your financial institution.
Reservations booked under Advanced Purchase, Promotional, or Non-Refundable rates are not eligible for a refund, return, or modification at any time after the booking is confirmed. In the event of a cancellation or no-show, the hotel will retain the full amount charged at the time of booking.
If you choose to shorten your stay and check out before your scheduled departure date, Casa Chile Stay requires a 24-hour notice. Failure to provide adequate notice will result in an early departure fee equivalent to one night's room rate plus applicable taxes. The remainder of the unused stay will be refunded to the original payment method.
Upon check-in, a pre-authorization hold is placed on your credit card for the total room rate plus an estimated amount for incidental charges (such as spa services or dining). Upon check-out, your actual charges will be deducted, and the remaining hold will be released. The time it takes for the released hold to reflect in your account depends entirely on your bank, typically ranging from 3 to 7 business days.
Our standard check-in time is 3:00 PM, and check-out is at 11:00 AM. We offer early check-in and late check-out upon request, subject to availability. Please contact our concierge team in advance to arrange these services.
Yes, we provide premium, private airport transfers in luxury vehicles for our guests. Please provide your flight details to our concierge at least 48 hours prior to arrival to arrange your seamless transportation to the hotel.
Casa Chile Stay welcomes guests of all ages to enjoy our rooms, restaurants, and gardens. However, please note that certain areas, such as the private casino lounge, are strictly restricted to guests aged 18 and older in accordance with local regulations.
To ensure you receive your preferred times and services, we highly recommend booking spa treatments and dinner reservations at our gourmet restaurant prior to your arrival, especially during peak seasons.
During the day, resort casual attire is welcomed. For the evening, we request elegant smart casual wear in our main dining areas. For guests wishing to enjoy evening entertainment in our private casino lounge, elegant evening attire is required.
Absolutely. Our culinary team is highly experienced in catering to various dietary needs, including gluten-free, vegan, vegetarian, and specific allergies. Please inform us of your requirements at the time of booking so our chefs can prepare accordingly.