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.
In all cases, the original card and the cardholder’s signature will be required at check-in. If you are booking and paying for the room on behalf of a third party and will not be present at the time of 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 other extraordinary situation that poses a real danger to our guests, you will be contacted by our staff as soon as the trajectory and intensity of the phenomenon in the area are confirmed by official sources and a local or federal alert is issued, preventing the establishment from offering the contracted services.
If something of this nature occurs, and the cancellation period without penalty of the reservation has ended (according to the type of contracted rate), the reservation will be immediately and forcibly canceled, and the guest will be offered the possibility to change the reservation date (subject to room availability at the time of the change). The period to make the new reservation will be one year from the original arrival date.
Recognizing that a hurricane is considered a force majeure event, completely beyond the control of the Hotel, and recognizing that both parties are equally affected, no refunds of the prepayment will be applied in any case.
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.
Under no circumstances are cancellations or date changes accepted due to rain or bad weather in the area.
For any forced cancellation under these circumstances, the Hotel will extend a credit for the exact amount paid for the reservation. That credit will be applied in full to the new reservation at the time it is confirmed and with the current public rates for those dates. The credit is only valid for accommodation and cannot be applied for any high season dates.
EVEN UNDER THE ACCEPTANCE AND COMPLIANCE OF THE ABOVE POLICIES, ZOA HOTEL RESERVES THE RIGHT TO ADMISSION.
