Returns & FAQ

Last Updated: April 30, 2026

At ChileBeds, we are committed to providing transparency and clarity regarding your luxury stay. This page details our "Returns" (Refund and Cancellation Policy) for hotel accommodations, followed by a comprehensive Frequently Asked Questions (FAQ) section designed to help you prepare for your dream vacation in Chile.

Part 1: Returns, Refunds & Cancellations

In the hospitality industry, "returns" are processed as refunds based on our cancellation policies. Our ability to issue a refund depends entirely on the type of rate you selected at the time of booking and the timing of your cancellation request.

1. Standard Cancellation & Refund Policy

If you booked a "Flexible Rate" or "Standard Rate," you are entitled to a full refund of your deposit provided that you cancel your reservation at least 48 hours prior to the standard check-in time (3:00 PM local time) on your scheduled date of arrival.

Refund Processing Time: Approved refunds are submitted to our payment gateway immediately. However, depending on your bank or credit card provider, it may take 5 to 10 business days for the funds to reflect in your account.
Late Cancellations: Cancellations made less than 48 hours before check-in are not eligible for a full refund. A penalty equivalent to the first night's room rate and applicable taxes will be deducted, and the remaining balance (if any) will be refunded.

2. Non-Refundable Rates

Reservations booked under "Advance Purchase," "Promotional," or strictly "Non-Refundable" rates are offered at a significant discount. In exchange for this discount, these bookings require full prepayment at the time of booking and are strictly non-refundable. We cannot issue refunds, credits, or date modifications for these rate types, even in the event of personal emergencies or travel disruptions. We highly recommend purchasing independent travel insurance.

3. Early Departures & No-Shows

If you fail to arrive on your scheduled arrival date (a "No-Show"), your entire reservation will be cancelled, and no refund will be issued. If you check in but decide to check out prior to your scheduled departure date (an "Early Departure"), the hotel will retain the full amount for the remaining nights of your reserved stay as an early departure fee. No partial refunds are provided.

4. Force Majeure Refunds

In the rare event of extreme circumstances completely beyond our control that force the hotel to close or render us unable to honor your reservation (e.g., severe natural disasters, sudden government-mandated travel bans), ChileBeds will offer a choice between a full refund of any prepaid amounts or a hotel credit voucher valid for 18 months. This policy does not cover individual flight cancellations or personal travel delays.

5. Spa and Dining Cancellations

For independent reservations made at our Spa & Wellness center or Fine Dining Restaurant (not bundled into a room package):

Spa Treatments: Must be cancelled at least 12 hours in advance to avoid a 50% cancellation fee. No-shows will be charged 100% of the treatment cost.
Restaurant Reservations: We request a minimum of 4 hours' notice for cancellations. Group dining reservations (6+ people) requiring a deposit will forfeit the deposit if cancelled less than 24 hours in advance.

Part 2: Frequently Asked Questions (FAQ)

Reservations & Check-In

What are the check-in and check-out times?

Standard check-in begins at 3:00 PM, and check-out is at 12:00 PM (Noon). If you arrive early, we are happy to store your luggage securely while you enjoy our amenities or explore Santiago.

What documents do I need to present at check-in?

All guests must present a valid government-issued photo ID. International travelers must present a valid passport and their PDI (Policía de Investigaciones) tourist card received upon entering Chile. A valid credit card must also be presented for incidental holds.

Can I request an early check-in or late check-out?

Yes, requests can be made prior to arrival or during your stay. However, these are strictly subject to availability and cannot be guaranteed. A half-day rate may apply for guaranteed late check-outs past 2:00 PM.

Billing & Taxes

What currencies do you accept?

We process payments in Chilean Pesos (CLP) or US Dollars (USD). Major credit cards (Visa, MasterCard, American Express) are accepted. Cash payments are also accepted at the front desk in CLP or USD.

Are foreign tourists exempt from the 19% Chilean VAT (IVA)?

Yes. Non-resident foreign tourists paying their hotel bill in US Dollars (cash or credit card) are exempt from the 19% IVA tax on accommodations. To qualify, you must present your passport and the PDI tourist card at check-in. Note that this exemption applies to the room rate but may not apply to additional services like spa treatments or restaurant dining.

Amenities & Services

Do I need to book spa treatments or restaurant tables in advance?

While we accommodate walk-ins when possible, our Fine Dining Restaurant and Luxury Spa are highly sought after. We strongly recommend making reservations at least 48 hours prior to your arrival to guarantee your preferred times.

Is there evening entertainment available at the hotel?

ChileBeds is designed for peace and relaxation. For guests seeking light evening entertainment, we feature a sophisticated lounge bar and a small, private casino room. These spaces offer a quiet, exclusive atmosphere without disrupting the tranquility of the rest of the hotel.

Can you accommodate special dietary requirements?

Absolutely. Our executive chefs are trained to handle various dietary needs, including vegan, gluten-free, and specific allergy requirements. Please inform our concierge or dining staff of your needs prior to your arrival.

Location & Transportation

Do you offer an airport transfer service?

Yes, we provide premium private transfer services to and from Arturo Merino Benítez International Airport (SCL). Our luxury vehicles ensure a comfortable start and end to your journey. Please contact our concierge at least 24 hours in advance with your flight details to arrange this service (additional fees apply).

Is parking available at the hotel?

We offer secure, complimentary valet parking for all registered hotel guests in our underground private garage.

For any questions not covered on this page, please do not hesitate to contact our dedicated concierge team at [email protected].