Transparent, fair policies for managing your reservation
We understand that plans change. Our cancellation policy is designed to be as fair and flexible as possible. All cancellation requests must be submitted in writing to [email protected], quoting your booking reference. Cancellations take effect from the date the written request is acknowledged by our team.
| Notice Before Arrival | Charge Applied | Amount Refunded |
|---|---|---|
| More than 14 days | No charge | 100% of amount paid |
| 7 to 14 days | 50% of total stay | 50% of amount paid |
| 3 to 6 days | 75% of total stay | 25% of amount paid |
| Less than 72 hours | 100% of total stay | No refund |
| No-show | 100% of total stay | No refund |
| Notice Before Arrival | Charge Applied | Amount Refunded |
|---|---|---|
| More than 30 days | No charge | 100% of amount paid |
| 15 to 30 days | 30% of total stay | 70% of amount paid |
| 7 to 14 days | 60% of total stay | 40% of amount paid |
| Less than 7 days | 100% of total stay | No refund |
Reservations during Chilean national holidays, New Year's (December 31 – January 2), and the Valparaíso New Year's fireworks weekend are non-refundable under all circumstances. Comprehensive travel insurance is strongly recommended for these periods.
Date changes or room type modifications requested more than 14 days before arrival are accommodated at no charge subject to availability and any applicable rate difference. Modifications within 14 days may incur an administrative fee of up to CLP 40,000.
Guests departing before their confirmed check-out date will be charged for all originally reserved nights. Please contact our concierge as early as possible if your plans change — we will do our best to assist.
Natural events directly affecting Casa Vertiente or the Valparaíso region, or documented government travel restrictions, will result in full refunds or complimentary rescheduling. Personal emergencies are assessed case-by-case with appropriate documentation.
Approved refunds are processed within 7–14 business days for credit cards, and 5–10 business days for bank transfers. Refunds are issued in the original payment currency.
Email: [email protected] (include booking reference) | Phone: +56 32 291 4400 (24/7)
We strongly recommend purchasing travel insurance that includes trip cancellation cover for all reservations.