Términos y condiciones - Isla de los Cocos

Terms and conditions

Check In

All reservation holders must complete the registration form, which will be provided upon arrival at the Hotel reception.

The cabin is ready at 3:00 PM on the arrival day (the boat leaves the Malecón de Puerto El Triunfo at 2:00 PM). On the departure day, the cabin must be vacated no later than 2:00 PM, when the return boat leaves; otherwise, an additional night will be charged.

We recommend that upon arrival you check the room inventory (Towels are assigned according to the number of people in the room, (A/C control) since at the time of departure it will be checked and in case of missing or damaged items (beds, A/C, furniture etc.) they must be covered by the guest with another identical product or otherwise it will be charged at its price.

2.1. BASIC SERVICES

The services (water, electricity) provided by the Hotel must be used in accordance with the rules of goodwill, without it being understood that the price includes the waste or disproportionate use of themHelp us keep rates low and affordable, and take care of the environment.

Guests are asked to use the furniture in the room and social area moderately and responsibly, taking proper care of it; likewise, all guests should be treated with care when leaving their rooms. has the obligation Guests are asked to keep windows, front doors, and water taps closed, and to turn off lights and air conditioning. In case of damage to the hotel property or furnishings, or if keys are lost, the person responsible will be charged for the damage. Payments of this type must be made immediately and in cash (in the case of groups, the organizer and/or representative is responsible and must pay the amount in advance). Thefts or robberies will be reported to the police immediately. Any act that causes damage or harm to the hotel or other guests, or any conduct contrary to decorum or social norms, is prohibited.

3. ACCESS TO THE HOTEL

The hotel will be open to the public from 8:00 AM to 8:00 PM

4. SECURITY MEASURES

Guests must keep their valuables out of reach of others. The hotel is not responsible for the loss or theft of jewelry and valuables left in the rooms. social area

5. ARRIVAL TIME AND BOAT TRANSFER

To properly coordinate your transfer and tour, it is important to arrive at the time stated in your reservation at the Malecón de Puerto El Triunfo: Day pass, 9:00 a.m.; Overnight stay, 2:00 p.m. We recommend arriving 15 minutes early.

If you arrive after the scheduled time, you will need to wait for the next scheduled departure, if there is one. If there is no other scheduled departure and an additional transfer exclusively for your group is required, it will have an additional cost of $35 per group. If the tide requires a change of time, we will let you know in advance by WhatsApp.

6. SILENCE AND RESPECT FOR OTHER GUESTS AND HOTEL STAFF

From 10:00 PM to 8:00 AM, please keep the volume down in the guest room area. Please also respect the nighttime quiet hours in the hallways and stairwells for the benefit of all guests. If your vehicle has an alarm, we suggest deactivating it.

7. PETS

Pets are allowed on the hotel premises at no extra charge. Guests accompanied by a pet must comply with the following pet rules:

• The pet must be kept on a leash at all times, particularly in the hotel's common areas.

• Any damage caused by the pet will be the responsibility of the owner and a charge will be levied for the replacement of the damaged item.

• In case of disturbing the environment without being able to control the pet, the hotel reserves the right to cancel the client's stay for breach of the regulations.

• The pet should not use the bathroom or showers in the rooms.

• Pet owners must clean up after their pet at all times and bring bags to do so.

• Breeds not allowed for safety reasons: Pitbull, Rottweiler, Boxer, Doberman or similar or over 35 pounds.

8. ACCIDENTS OR INCIDENTS WITHIN THE HOTEL

The hotel is not responsible for any accidents or incidents that guests may suffer on the hotel premises, such as falls, bumps, animal bites, etc. Any expenses resulting from such accidents or incidents will be the responsibility of the guest, releasing the hotel from any legal liability.

9. PROHIBITIONS

• The consumption of food inside or outside our facilities is strictly prohibited. If you are caught consuming beach products such as cocktails, ceviche, beer, or snacks on the hotel premises, the hotel will be exempt from any liability for claims related to food poisoning resulting from their consumption.

• Outside food is not allowed on the premises. Outside drinks are only allowed in a cooler, under the conditions of this section.

• It is forbidden to disturb the peace or cause annoyance to other users within the establishment.

• It is forbidden to perform extreme acts such as pirouettes, indecent acts that may affect the morals of other guests.

• Coolers are allowed with prior notice through our official WhatsApp, with a one-time fee per visit of $15 per small or medium cooler (carried by one person, no wheels) or $25 per large cooler (with wheels or carried by two people), paid on arrival at the restaurant. Glass containers are not allowed. Water, baby items and medical needs are free of charge.

10. RATES

10.1 INDIVIDUAL RATES

All prices shown on the website or on WhatsApp are in US dollars and include applicable taxes, unless otherwise stated. The hotel reserves the right to change rates at any time, except for confirmed reservations, which will not be affected by subsequent rate changes.

10.2 GROUP or CORPORATE RATES

All group prices will be outlined in a quote sent via email or WhatsApp directly to the group representative.

Reservation modifications

Individual rates are flexible. Should the client wish to change their reservation date, they must do so at least 48 hours prior to arrival. Otherwise, the client will be charged a $50.00 late change fee, subject to availability (seasonal only).

If a guest arrives at the hotel and does not wish to use their reservation for any reason, the hotel reserves the right to open a dispute resolution case. Should this process begin, the hotel will provide a case number to initiate the procedure. The refund process typically takes between 3 and 4 business weeks, and any updates will be communicated via WhatsApp to the number registered at the time of booking. The refund amount varies between 30%, 50% or 70% depending on the type of case.

In the event that the client arrives at the hotel without a prior reservation and pays directly for their stay at the hotel on the same day of their stay or daypassIf the customer requests a refund more than 30 minutes after entering the facilities, a 50% surcharge will be applied to the cost of the stay or beach day. After one hour of use of the facilities, no refunds or returns will be issued.

Change of status to indefinite date

If the client wishes to reschedule their reservation date but does not yet know exactly, there is the possibility of changing the reservation status to indefinite date change with a maximum period of 6 months (counted from when the reservation was made) to be able to set a new date.

The client is responsible for verifying and/or confirming the information provided on the reservation confirmation sent via email. Otherwise, the hotel cannot be held liable for any lack of data verification.

11.2 GROUP or CORPORATE RATES

Group rates vary depending on the number of people, the date registered, and the type of quote.

If the customer has made an advance payment to confirm their reservation and wishes to cancel it, it will be refundable under the following conditions:

• More than 30 days from the arrival date: 70% refund

• Between 15 and 8 days from the arrival date: 50% refund

• Between 7 and 3 days from the arrival date: 30% refund

• Less than 48 hours from the arrival date: No refund.

The refund process is the same as for individual fees. A case number is provided, and all updates are communicated via WhatsApp. The process typically takes 3 to 4 business weeks.

12. FAILURE TO COMPLY WITH HOTEL RULES

In the event of a breach of one or more of the conditions and/or prohibitions mentioned in the preceding section, the Hotel reserves the right to immediately terminate the accommodation contract. The client remains obligated to pay for all the days of accommodation specified in the reservation.

13. USE OF THE WEBSITE

13.1 WEBSITE CONTENT

Todo el contenido del sitio web, incluyendo textos, imágenes y logotipos, es propiedad de Isla de los Cocos Restaurante y Cabañas y está protegido por leyes de derechos de autor. El uso no autorizado del contenido está prohibido.

13.2 LINKS TO THIRD PARTIES The website may contain links to other websites that are not operated by the hotel. We have no control over the content of these sites and assume no responsibility for their use.

14. DATA PROTECTION

14.1 PRIVACY

The hotel is committed to protecting the privacy of its guests. All personal data provided during the booking process will be handled in accordance with our Privacy Policy, available on our website.privacy

14.2 USE OF DATA

Your personal information will only be used to process bookings and improve our services. We will not share your information with third parties without your explicit consent.

IMPORTANT:

It is understood that when making the reservation through any sales channel, the client and/or guest knows and expressly and tacitly states that fully accepts these internal regulations Isla de los Cocos Restaurante y Cabañas, being in agreement with all the points mentioned above.