Terms & Conditions

Guidelines and policies for your luxurious stay in Chile.

Velora Grand Hotel Terms of Service

Last Updated: March 17, 2026

Welcome to Velora Grand Hotel. These Terms and Conditions ("Terms", "Terms of Service") govern your relationship with the Velora Grand Hotel website (the "Service") and your physical stay at our property located in Santiago, Chile. Please read these Terms carefully before using our Service or confirming your luxury reservation.

Your access to and use of the Service, as well as your stay at our hotel, is conditioned on your acceptance of and compliance with these Terms. By booking a room, utilizing our spa, dining at our restaurant, or accessing our casino lounge, you agree to be bound by these Terms.

1. Reservations and Payment

To secure a suite at Velora Grand Hotel, guests must provide a valid credit card at the time of booking. By providing your payment information, you authorize us to charge the applicable deposit or full room rate as defined by your selected rate plan.

  • Currency: All rates are quoted in US Dollars (USD) or Chilean Pesos (CLP). Exchange rates may apply depending on your financial institution.
  • Taxes: As per Chilean law, foreign tourists paying in USD may be exempt from the 19% Value Added Tax (IVA) upon presentation of a valid passport and tourist card issued upon entry into Chile.
  • Incidental Charges: A pre-authorization hold will be placed on your credit card upon check-in to cover potential incidental charges, including dining, spa services, and room service.

2. Cancellation and No-Show Policy

We understand that travel plans can change. To ensure fair availability for all our guests seeking a dream vacation, we enforce the following cancellation policies:

  • Standard Rates: Cancellations made up to 72 hours prior to the scheduled check-in time will be processed without penalty.
  • Late Cancellations: Cancellations made within 72 hours of arrival will incur a charge equivalent to the first night's room rate and applicable taxes.
  • No-Shows: Failure to arrive on the scheduled date will result in a cancellation of the entire reservation, and a penalty equivalent to 100% of the total booked stay will be charged.
  • Non-Refundable Rates: Certain promotional or advanced-purchase rates are strictly non-refundable and cannot be modified or canceled after booking.

3. Hotel Policies and House Rules

To maintain an atmosphere of refined elegance and unparalleled comfort, we ask all guests to observe the following property rules:

  • Check-In / Check-Out: Standard check-in time is 3:00 PM. Check-out time is 12:00 PM (noon). Late check-outs may be requested and are subject to availability and additional fees.
  • Smoking Policy: Velora Grand Hotel is a 100% smoke-free indoor environment. Smoking (including e-cigarettes and vaping) is strictly prohibited in all suites, restaurants, and the spa. Designated outdoor smoking areas are available. A deep-cleaning fee of $500 USD will be applied for violations.
  • Dress Code: Smart-casual attire is requested in our fine dining establishment. Elegant evening wear is highly recommended for entry into our intimate casino lounge.
  • Casino Lounge Access: Access to the casino lounge is restricted to registered guests and approved visitors aged 18 and older. The hotel reserves the right to refuse entry to ensure a discreet and sophisticated environment.
  • Pet Policy: We welcome small dogs (under 10kg) in specific, pre-approved suites. A non-refundable pet cleaning fee applies. Pets must not be left unattended and are not permitted in the spa, pool area, or restaurants.

4. Use of the Website

Our website is provided for your personal, non-commercial use to learn about our property, make legitimate reservations, and contact our concierge team. You agree not to:

  • Use the site to make any speculative, false, or fraudulent reservations.
  • Attempt to interfere with the proper working of the site, including bypassing security measures or introducing malicious code.
  • Copy, reproduce, or distribute any content, high-resolution imagery, or branding from the site without our express written permission.

5. Intellectual Property

The Velora Grand Hotel name, logo, design elements, website copy, and all imagery are the exclusive property of Velora Grand Hotel and are protected by Chilean and international copyright, trademark, and intellectual property laws. Unauthorized use of any materials may violate these laws.

6. Limitation of Liability

While we strive to provide a flawless and memorable stay, Velora Grand Hotel shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of your use of the website or your stay at the property. The hotel is not responsible for the loss or damage of personal valuables not secured in the in-suite safes provided.

7. Governing Law

These Terms shall be governed and construed in accordance with the laws of the Republic of Chile, without regard to its conflict of law provisions. Any legal action or proceeding related to your use of the website or your stay at Velora Grand Hotel shall be brought exclusively in the courts located in Santiago, Chile.

8. Changes to Terms

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. By continuing to access or use our Service after those revisions become effective, you agree to be bound by the revised terms.

9. Contact Us

If you have any questions about these Terms of Service, please contact our management team:

Velora Grand Hotel
Legal & Compliance Department
Av. Vitacura 2800
Santiago, Chile
Email: [email protected]