Everything you need to know to ensure a flawless experience.
At Velora Grand Hotel, we strive to provide the utmost flexibility while maintaining the exclusive nature of our property. Below are our detailed policies regarding refunds, cancellations, and modifications to your reservations.
For reservations booked under our Standard Flexible Rate, guests may cancel or modify their booking free of charge up to 72 hours prior to the official check-in time (3:00 PM local Chile time) on the day of arrival. Any deposits paid will be fully refunded to the original method of payment within 5-10 business days. Cancellations made within the 72-hour window will result in a forfeiture of the first night's room rate and applicable taxes.
Reservations made under promotional, advance purchase, or strictly non-refundable rates require full pre-payment at the time of booking. These reservations cannot be amended, transferred, or canceled. No refunds will be issued for no-shows or early departures under these rate plans.
We kindly ask that you provide at least 24 hours' notice if you need to cancel or reschedule a spa treatment. Cancellations made with less than 24 hours' notice, or failure to arrive for an appointment, will incur a 100% cancellation fee charged to your room account or the credit card on file.
For reservations at our fine dining restaurant for parties of 6 or more, a credit card is required to secure the table. A cancellation fee of $50 USD per person will be applied if the reservation is canceled less than 24 hours in advance. For private events, banquets, and customized curated experiences, a separate contract will outline the specific deposit and refund schedule.
Approved refunds will be processed in the original currency of the transaction (typically USD or CLP). Please note that your banking institution may take up to 14 business days to reflect the credited amount on your statement. Velora Grand Hotel is not responsible for any exchange rate fluctuations or foreign transaction fees applied by your bank during the refund process.
Below are answers to the most common questions regarding your stay at Velora Grand Hotel in Santiago, Chile.
Check-in officially begins at 3:00 PM, and check-out is at 12:00 PM (noon). Should you arrive early, our concierge will gladly securely store your luggage while you enjoy our dining or spa facilities. Early check-in or late check-out is subject to availability and may incur a half-day rate charge.
Yes. We offer a premium chauffeur service from Comodoro Arturo Merino BenÃtez International Airport (SCL). Our fleet includes luxury sedans and spacious SUVs. Please contact our concierge team at least 48 hours prior to your arrival to arrange your transportation.
Yes. Under Chilean law, non-resident tourists are exempt from the 19% Value Added Tax (IVA) on hotel room charges if they pay in US Dollars (cash or credit card) and present a valid foreign passport along with the physical tourist card (PDI receipt) issued by immigration upon entry into Chile. This exemption applies strictly to room rates and does not cover dining, spa, or other incidental purchases.
We accept all major international credit cards, including Visa, MasterCard, American Express, and Diners Club. Cash payments in USD and CLP are also accepted. Personal checks are not accepted.
Yes, our luxury infinity pool is temperature-controlled year-round to ensure maximum comfort for our guests, regardless of the season. The pool lounge area offers full food and beverage service.
During the day, resort casual wear is perfectly acceptable throughout the property. For our signature fine dining restaurant, we request a smart-casual dress code (no swimwear, athletic wear, or open-toed shoes for gentlemen). If you plan to visit our intimate casino lounge in the evening, elegant evening wear is highly recommended to maintain the sophisticated atmosphere.
Velora Grand Hotel is primarily designed as a tranquil retreat for adults seeking a luxury escape. While children are welcome, please note that our facilities, including the spa and certain dining areas, have age restrictions. The casino lounge is strictly reserved for guests aged 18 and older.
If you have any further questions that are not addressed here, please do not hesitate to contact our 24/7 guest services team.
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