ZOA
ZOA
RESERVATION AND CANCELLATION POLICIES
NON-REFUNDABLE RATE
To confirm a reservation with a non-refundable rate, we require 100% prepayment. If an automatic payment option was not available for you during the booking process, we will send payment instructions to the provided email. In such cases, the reservation is not yet confirmed until payment is made according to the provided instructions. Reservation requests are valid for 24 hours only. If payment is not received within this period, the request will be automatically canceled. For all rates with a non-refundable policy, date changes are not accepted, and no parcial or total refund applies in case of cancellation or no-show for any nights of the stay.
STANDARD RATE
It will only be available for booking more than 30 days in advance. The reservation can be canceled or modified up to 30 days before the arrival date. No deposit is required until the free cancellation period expires (29 calendar days before the chosen arrival date). The reservation becomes non-refundable on that date, and it is then that we will request 100% prepayment to confirm it. We will send payment instructions to the provided email.
NOTE: The reservation will remain active for only 24 hours from that moment. If payment is not received during that period, the reservation will be automatically canceled. In some cases, the Hotel may request the following documents as support:
- Authorization letter signed by the cardholder (a file will be sent).
- ID with the cardholder’s signature.
- Proof of credit card ownership.
The original card and cardholder's will be required at check-in. If you are booking and paying on behalf of someone else and will not be present at check-in, please let us know at the time of booking.
DATE CHANGES
Date changes are only allowed for REFUNDABLE RATES, before the free cancelation period expires. In all cases of date changes the rate difference (if it exists), will be applied to the new reservation dates.
CLIMATIC EVENTS AND FORCE MAJEURE
In the event of a hurricane, tropical storm, or any extraordinary situation that presents a real danger to our guests and prevents us from operating normally, guests will be contacted as soon as an official local or federal alert is issued.
If the free cancellation period has already expired (depending on the rate type), the reservation will be forcefully canceled, and guests will be offered the opportunity to reschedule their stay, subject to availability.
The new stay must be scheduled within one year from the original arrival date. No refunds will be granted under these circumstances, as hurricanes are considered force majeure events beyond the hotel’s control. This policy applies equally to both parties.
The rainy and hurricane season in the Pacific begins in June and ends in November, every year. If you choose to book during these months, consider the risk of a situation like the one mentioned. In the event that the guest decides not to accept the offered date change, the penalty specified in the cancellation policies for the contracted rate will apply. NO EXCEPTIONS APPLY.
Cancellations or date changes due to rain or mild weather conditions are not accepted.
In the case of forced cancellations, the hotel will issue a credit for the full amount paid. This credit may be applied in full to a future reservation at the current public rates for the new dates. It cannot be used for high-season bookings.
EVEN UNDER ACCEPTANCE AND COMPLIANCE WITH THESE POLICIES, ZOA HOTEL RESERVES THE RIGHT OF ADMISSION.
