At Puerta Aqua, we understand that travel plans can change. Our cancellation policy is designed to offer flexibility while ensuring fair treatment for all our guests.

1. Standard Reservations

• Free Cancellation: You may cancel your reservation free of charge up to 48 hours before the scheduled check-in date.
• Late Cancellation/No Show: If you cancel less than 48 hours before the scheduled check-in date or no-show, you will be charged a cancellation fee of 100% of the total reservation.
• Modifications: Any changes to your reservation must be made 48 hours in advance, subject to availability. Price adjustments may apply depending on modifications.

2. Non-Refundable Reservations

Some rates and promotions are non-refundable. In these cases:

• Non-Refundable Reservation: Once confirmed, these reservations cannot be cancelled or modified. The total amount will be charged at the time of booking and will not be refunded in case of cancellation or no-show.

3. Group Reservations (5 or more rooms)

For group reservations, different cancellation terms apply:

• Free Cancellation: You may cancel the entire group reservation free of charge up to 14 days prior to the check-in date.
• Late Cancellation: Cancellation of the group reservation less than 14 days prior to the check-in date will incur a fee of 100% of the total cost of the reservation.

4. Force Majeure

In the event of unforeseen circumstances beyond its control, such as natural disasters, government regulations or travel restrictions, Puerta Aqua will review each case individually and may offer flexibility or refund, at our discretion.

5. How to Cancel

To cancel or modify your reservation, please contact us directly at +573046078051, mentioning your reservation number. Cancellations will only be considered confirmed once you receive written confirmation from us.