Cancellation & Refund Policy

At Cielo Dorado Resort & Spa, we understand that plans change. We strive to offer fair and transparent cancellation terms. Please read this policy carefully before making a reservation, as different rate types carry different cancellation conditions.

1. Standard Room Cancellations

Cancellations made within the applicable free-cancellation window will receive a full refund of any prepaid amounts to the original payment method. Processing times vary depending on your bank but typically take 5–10 business days.

Cancellations made after the free-cancellation deadline will incur the charges outlined in the table above. These charges represent compensation for the lost business opportunity and the costs incurred in preparing your accommodation.

2. How to Cancel

To cancel a reservation, you may:

• Contact our reservations team by telephone: +56 2 2950 4620 (available 24/7)
• Email us at: [email protected]
• Use the cancellation link in your confirmation email

Please have your reservation reference number ready. Cancellations are processed in the order received. A written confirmation will be sent once your cancellation has been processed.

3. Modifications

Requests to modify the dates of an existing reservation are treated as a cancellation of the original booking and a new reservation. Modifications are subject to availability and current rates, which may differ from your original booking. We will always endeavour to accommodate your preferred dates.

4. Early Departure

If you depart before your confirmed check-out date, charges for the remaining nights as outlined in your booking terms will apply unless we are able to resell the room for the remaining period.

5. Spa, Dining and Activity Reservations

• Spa treatments: Cancellation must be made at least 24 hours in advance. Late cancellations or no-shows will be charged at 50% of the treatment price.
• Alto Cielo chef's table: Cancellation must be made at least 4 hours in advance; no-shows are charged the full tasting menu price per reserved seat.
• Event spaces: Event and wedding deposits are non-refundable. Cancellation terms specific to each event contract will apply.

6. Group Bookings

Reservations of 5 or more rooms are subject to a separate Group Booking Agreement with specific cancellation terms communicated at the time of booking. Please contact our events team at [email protected].

7. Force Majeure and Exceptional Circumstances

In the event of circumstances outside your reasonable control (such as serious illness requiring hospitalization, natural disaster affecting travel, or government travel restrictions), please contact our Guest Relations team. We will review these situations with empathy and on a case-by-case basis. Supporting documentation may be required.

8. Non-Refundable Items

The following items are non-refundable under any circumstances unless otherwise agreed in writing:

• Advance Purchase rate rooms
• Wedding and private event deposits
• Helicopter arrival arrangements booked directly with Cielo Dorado
• In-room gift and welcome amenity packages ordered prior to arrival

9. Currency and Refund Processing

Refunds are processed in the same currency as the original transaction. If exchange rate fluctuations result in a difference between the charged and refunded amount, Cielo Dorado is not liable for such differences. Refund processing times:

• Credit/debit cards: 5–10 business days
• Bank transfers: 3–7 business days

10. Contact Us

For any questions about this policy, please contact:
Reservations Team — Cielo Dorado Resort & Spa
Tel: +56 2 2950 4620
Email: [email protected]