Returns & FAQ
Everything you need to know about your reservation and stay.
Refund & Cancellation Policy
At Andes Haven, we strive to provide transparent and fair policies regarding reservations, deposits, and refunds. Please review the following terms carefully before completing your booking.
1. Standard Cancellation & Refund
For reservations made under our Standard Rate, guests may cancel or modify their booking free of charge up to 72 hours prior to the scheduled arrival date (3:00 PM local time). If a cancellation is made within this window, a full refund of any pre-paid deposits will be issued to the original payment method. Please allow 5-10 business days for the funds to reflect in your account, depending on your banking institution.
2. Late Cancellations & No-Shows
If a cancellation request is received within 72 hours of the arrival date, or in the event of a "no-show" (where the guest does not arrive and fails to notify the hotel), Andes Haven reserves the right to retain the deposit or charge the credit card on file for an amount equivalent to the first night's stay, including applicable taxes.
3. Non-Refundable Rates
Reservations booked under "Non-Refundable," "Advance Purchase," or "Special Promotional" rates are strictly non-refundable and cannot be modified or canceled free of charge. The full amount of the stay will be charged at the time of booking. In the event of a cancellation or no-show for these specific rates, no refunds will be issued.
4. Early Departures
If you choose to depart earlier than your scheduled check-out date, the hotel must be notified at least 24 hours in advance. Failure to do so may result in an early departure fee equal to one night's room rate plus taxes. For non-refundable bookings, the full remaining balance of the stay will be forfeited.
5. Force Majeure & Exceptional Circumstances
In the event of unforeseen, extraordinary circumstances completely outside of either party's control (such as natural disasters, global pandemics, or severe government travel restrictions), Andes Haven will review refund and cancellation requests on a case-by-case basis. We may offer a date change, credit voucher, or full refund depending on the situation and current local regulations.
Frequently Asked Questions
Find quick answers to the most common questions about staying at Andes Haven.
What are the check-in and check-out times?
Standard check-in begins at 3:00 PM, and check-out is strictly by 12:00 PM (Noon). If you require an early check-in or late check-out, please contact our reception team in advance. These requests are subject to availability and may incur an additional fee.
Do you offer airport transportation?
Yes, we provide luxury airport transfer services for our guests. Please provide your flight details to our concierge at least 48 hours prior to your arrival to arrange a private chauffeur. Additional charges apply.
Are pets allowed at the hotel?
To ensure a serene and allergen-free environment for all our guests, Andes Haven maintains a strict no-pet policy. Certified service animals are, of course, welcome with proper documentation.
Is there a dress code for the restaurant and entertainment areas?
During the day, resort casual attire is perfectly acceptable. However, our fine dining restaurant requires smart-casual evening wear (no beachwear or flip-flops). The same smart-casual dress code applies to our discreet casino lounge, which is reserved exclusively for guests aged 18 and older.
How can I book spa treatments?
We highly recommend booking your spa treatments and massages prior to your arrival to secure your preferred time slot. You can reserve treatments through our website's contact form, by emailing the spa directly, or via our concierge service.
Can you accommodate special dietary requirements?
Absolutely. Our culinary team is highly trained and can accommodate vegetarian, vegan, gluten-free, and other specific dietary needs or allergies. Please inform us of your requirements at the time of booking or speak directly with our restaurant manager upon arrival.