Terms and conditions of stay

1. Reservations and payments

• A reservation is confirmed with a deposit of 50% of the total amount or with full payment, depending on the rate type chosen, within 48 hours of the request. If the deposit is not received within that period, the reservation is automatically released.
• The balance is paid at check-in, except for prepaid rates.
• Accepted payment methods: bank transfer and Webpay.
• Every reservation must be in the name of a person over 18 years of age, who will be responsible for the stay, the party and any damage that may occur.
• At check-in, the booking holder's details will be requested: name, RUT or passport, address, telephone and email.
• A receipt (boleta) or invoice (factura) will be issued as applicable. For an invoice, details must be provided before check-out.

2. Rate types

A rate is chosen when booking. Each one has different payment and cancellation conditions:

• Standard rate: may be cancelled or modified up to 7 business days before arrival. If cancelled after that deadline, a penalty of 50% of the total reservation amount will be charged.
• Rate with breakfast: same cancellation and modification conditions as the Standard rate, and includes breakfast for two people.
• Non-refundable rate: full prepayment, with no right to cancellation or refund. Dates may be changed once, subject to availability; if the new date has a higher price, the difference must be paid.
• Rates are per cabin and per night, and include between 2 and 4 people depending on the unit category. Each additional person costs CLP $15,000 per night, subject to the cabin's maximum capacity.

3. Cancellations, changes and no-shows

• Cancellations must be requested in writing by email to reservas@parquelaguna.cl or via the reception WhatsApp +56 9 9012 0999.
• Cancellation 7 business days or more in advance: the deposit paid is refunded.
• Cancellation between 7 business days and 48 hours before arrival: a penalty of 50% of the total reservation amount is charged.
• Cancellation less than 48 hours in advance: the deposit is not refunded.
• Rates marked as non-refundable are not refundable, whatever the reason or notice period.
• Date changes: accepted once, subject to availability, when requested at least 7 business days in advance. If the new date has a higher price, the difference is charged.
• No-show: if the guest does not arrive on the start date and gives no notice, the reservation is cancelled and the deposit is not refunded.
• Early departure: unused nights are not refunded.

4. Check-in and check-out

• Check-in: from 3:00 pm. Check-out: until 12:00 pm.
• Early check-in and late check-out are subject to availability and carry an additional charge of CLP $30,000. They must be requested at reception and confirmed in advance; if in doubt, ask our team for the current price.
• If you plan to arrive outside reception hours, please let us know in advance so we can arrange your arrival.
• At check-out you must notify reception of your departure, for the inspection of the accommodation and the return of keys.
• Remaining in the cabin after check-out time without prior authorisation will be charged as an additional night at the seasonal rate.

5. Capacity, companions and minors

• Each cabin has a maximum capacity according to its category, indicated at the time of booking. For safety reasons, no more people than those declared in the reservation may stay.
• The entry of unregistered persons must be authorised in advance at reception. Visitors may remain in the park until 11:00 pm and do not have access to the pool.
• Minors must always be under the supervision of a responsible adult, especially at the pool, on the trails and in the areas near the lagoon.
• A cot and an extra bed are available on prior request, subject to availability.

6. Rules inside the cabin

• Bring water for personal consumption.
• Do not throw paper or objects into the toilet.
• Do not cover the white heating panels.
• Do not mix or move crockery, utensils, furniture or bed linen between cabins.
• Towels and bed linen are for exclusive use inside the cabin and must not be taken to the pool or common areas.
• Indoor furniture may not be moved outside.
• Out of respect for the environment, please use water carefully and turn off lights and heating when you go out.

7. Coexistence and noise

• Quiet hours: from 11:00 pm to 10:00 am. During that period, please keep music and conversation volume to a minimum, inside and outside the cabins.
• Parties, celebrations and events are not allowed in the cabins or on their terraces without prior authorisation from Management.
• The use of speakers and amplification equipment is not permitted anywhere in the park.

8. Swimming pool

• For the exclusive use of registered guests, from 10:00 am to 8:00 pm.
• Parque Laguna does not have a lifeguard. Use of the pool is the sole responsibility of each guest.
• Children under 10 must be accompanied at all times by a responsible adult.
• Loud music, alcoholic drinks and glass items are not allowed in the lounging area.
• Each guest must bring their own pool towel. Cabin towels may not be used.
• Pets are not allowed in the pool area.

9. Services

• Breakfast: available from 9:30 am to 11:30 am at El Galpón, depending on the season. Rates that include it cover two people; additional people cost CLP $11,900 per person.
• Restaurant: open Tuesday to Thursday, from 9:30 am to 7:00 pm. Hours may vary by season; please check at reception. Reservations are recommended.
• Cleaning during the stay: for stays of more than 4 nights, sheets and towels are changed free of charge on the second or third day.
• Daily cleaning or additional changes: optional service, subject to availability and at an additional cost. Ask at reception for the price.
• Use of barbecues: only in authorised areas. Charcoal not included.
• Parking: each cabin has its own parking space, which will be indicated when the unit is handed over. The vehicle and any items left inside are the sole responsibility of the guest; the establishment is not liable for damage, loss or theft.

10. Pets

• We are a pet-friendly establishment: a maximum of 2 small pets per cabin is allowed, declared at the time of booking.
• Without exception, pets must be kept on a leash in all areas of the park.
• Pets are not allowed in the restaurant, the pool or the areas indicated by Management.
• Pets may not be left alone inside the cabin, nor allowed on beds, sofas or other furniture.
• Owners must pick up after their pets throughout the premises.
• Any damage caused by a pet is the responsibility of its owner.
• If a pet causes damage or leaves the cabin in a condition requiring extra cleaning, an additional charge of CLP $40,000 will apply, without prejudice to replacement costs where the damage is more extensive.
• If a pet damages the facilities or these rules are breached, the establishment may ask the guest to leave together with the pet, with no right to a refund.

11. Safety and fire prevention

We are located in a natural environment that is highly sensitive to fire. Compliance with these rules is mandatory:

• Smoking is prohibited inside the cabins and in every enclosed space of the establishment, as well as near vegetation, in accordance with Chilean Law No. 19,419 and its amendments regulating tobacco-related activities. The prohibition also covers electronic cigarettes and similar devices.
• Smoking inside a cabin incurs an additional charge of CLP $100,000 for deep cleaning and sanitising of the unit, charged to the booking holder.
• If the offence results in a fine imposed on the establishment by the authorities, its amount will be passed on to the guest responsible.
• Smoking is permitted only on terraces and in open common areas, using the ashtrays provided. Do not throw cigarette butts on the ground.
• Bonfires, candles, incense or any open flame are prohibited inside or outside the cabins.
• Barbecues may only be used in authorised areas and must never be left lit unattended.
• Use the heating and gas appliances according to the cabin instructions. If you smell gas or notice an electrical fault or malfunction, notify reception immediately.
• Each cabin has a fire extinguisher. Familiarise yourself with its location on arrival.
• In an emergency, contact reception on +56 9 9012 0999 and go to the signposted meeting point at El Galpón.

12. Damage and liability

• Damage to or breakage of furniture, utensils, bed linen or facilities will be charged to the booking holder at replacement value.
• Inspection takes place at check-out. If damage is detected later, the establishment may notify the guest and charge for it.
• The guest is responsible for lost keys; replacement costs CLP $6,590.

13. Lost property and valuables

• The establishment is not responsible for money, jewellery, electronic equipment or other valuables left in the cabins or common areas.
• Lost property is kept for 30 days. After that period, the establishment may dispose of it.
• Shipping of lost property is at the guest's expense.

14. Personal data and images

• Personal data provided is used solely to manage the reservation, issue tax documents and meet the establishment's legal obligations. It is not shared with third parties unrelated to those purposes.
• Guests may request access to, correction or deletion of their data by writing to reservas@parquelaguna.cl.
• The park has security cameras in common areas. There are no cameras inside the cabins or in private-use areas.
• We occasionally take photographs of the facilities for promotional purposes. If you do not wish to appear in them, please let reception know.

15. Right of admission and early termination of the stay

The establishment reserves the right of admission. Management may terminate a stay early, requiring the immediate departure of the guest and their party with no right to a refund, in the event of serious or repeated breach of these conditions, damage to the facilities or the environment, behaviour that affects the safety or peace of other guests, or disrespect towards staff.

16. Force majeure

The establishment will not be liable for failures arising from events beyond its control, such as power or water outages, storms, forest fires, road closures or orders from the authorities. In such cases the guest will be offered a change of dates for their stay.

17. Validity and contact

• These conditions apply from 1 October 2026 and may be updated by the establishment. The applicable version is the one in force at the time the reservation is confirmed.
• For enquiries, activities and things to do, contact reception on +56 9 9012 0999 or by email at reservas@parquelaguna.cl.