FAQ & Returns Policy

At Andes Nest Hotel & Spa, we strive to provide transparency regarding your financial commitments. Due to the exclusive nature of our resort and our remote mountain location, late cancellations significantly impact our operations. Please review our policy carefully regarding refunds, booking cancellations, and the return of incidental deposits.

1. Cancellation and Refund of Accommodation Payments

Your eligibility for a refund upon cancellation depends on the specific rate plan you selected at the time of booking:

• Flexible / Standard Rates: Cancellations made more than 72 hours prior to the scheduled 3:00 PM check-in time will receive a full refund of any prepaid amounts. The refund will be processed to the original payment method within 7-10 business days.
• Non-Refundable / Advance Purchase Rates: These bookings require full payment at the time of reservation. Due to the deeply discounted nature of these rates, they are strictly non-refundable. No returns or credits will be issued for cancellations, no-shows, or early departures.
• No-Shows: Failure to arrive on the scheduled date without prior notification will result in the cancellation of your entire reservation, and you will be charged the equivalent of the first night's stay plus applicable taxes. No refunds will be provided.

2. Early Departures

If you choose to conclude your stay earlier than the scheduled check-out date, the hotel must be notified at least 24 hours in advance. Failure to provide 24-hour notice will result in an early departure fee equal to one night's room rate. For non-refundable rates, the full amount of the original stay will be retained.

3. Return of Security Deposits

Upon check-in, we require a pre-authorization on a valid credit card for the full amount of your stay (if not already prepaid) plus a security deposit for incidental charges (such as spa services, restaurant dining, room service, or potential damages). The standard incidental hold is $150 USD per night.

Release / Return of Funds: Upon check-out, any unused portion of the security deposit will be immediately released by the hotel. Please be aware that depending on your bank or credit card issuer, it may take anywhere from 3 to 15 business days for the returned funds to reflect in your available balance. We have no control over the processing times of third-party financial institutions.

4. Return of Merchandise

If you purchase physical items from our on-site boutique or spa (such as skincare products, apparel, or local crafts), you may return them within 14 days of purchase for a full refund or exchange, provided the items are unopened, unused, and in their original packaging with the receipt. Perishable items, customized goods, and opened cosmetic products cannot be returned due to health and safety regulations.

5. Force Majeure

In the event that Andes Nest Hotel & Spa is unable to fulfill your reservation due to circumstances beyond our reasonable control (including, but not limited to, extreme weather events in the Andes, avalanches, road closures, natural disasters, or government mandates), we will issue a full return of all prepaid funds or offer a credit voucher for a future stay, valid for 12 months.

6. Contact for Financial Inquiries

If you have questions regarding a refund, a charge on your statement, or the return of your deposit, please contact our billing department directly:

• Email: [email protected]
• Phone: +56 2 2233 1001 (Ext. 3)
• Hours: Monday to Friday, 9:00 AM – 5:00 PM (Chile Standard Time)