Policies


RESERVATION GUARANTEE POLICY

All reservations are prepaid. All reservations, once paid, are non-refundable. We’re really sorry, but if you cancel a booking for any reason, you don’t turn up for your booking, or the hotel denies check-in to a person not accompanied by you, we will not be able to refund your money. That’s the bad news. The good news is that if for any reason you need to cancel after your payment has been received, we will hold your payment as a credit toward a future stay for one year from the original arrival date. If your your long-term outlook is uncertain, don’t fret, we took a page from the Airlines playbook and will allow you to pay a $100 fee to extend any funds paid for an additional year. Your 20% deposit guarantees your reservation. We don’t overbook so when we take the deposit your reservation is guaranteed. If for any reason we mess up, and yes, we are human and we make mistakes (but not often), we guarantee that we will find you a comparable room in the area and do our best to make good.

CHECK-INS & CHECK-OUTS

Check in is usually 2 PM and check out is usually 12 noon. The use of our common areas allows for flexibility in check-in and check-out times, so take it easy and relax from the moment you arrive until the very last minute you have to leave. These times are flexible depending on flights and incoming guests. We will do our best to make your check-in and check-out as smooth as possible. At the same time, please be sensitive that our hospitality team also has families who are waiting for them at home.

2% REGENERATIVE TRUST

You will be receiving more detailed information about the Regenerative Trust in your pre-arrival kit. Also more information is available via this website. Basically, we are asking each guest to make an additional donation of 2% of their guest bill to support local community and environmental impact activities such as the turtle sanctuary. Funds are deposited with the Friends of Fund of La Tortuga Viva with The Ocean Foundation, our fiscal sponsor (tax deductible for US Citizens). You will be presented with the 2% fee at time of check-out.

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