Cancellation Policy

1. Formal Notification

All cancellations or stay modification requests must be submitted formally in writing to our reservations department through our official channels: email to reservaspuertoplaza@gmail.com or via our official WhatsApp reservations line.

2. Low Season

For reservations scheduled during Low Season (May through June and September through November), a full refund or date rescheduling without penalty will be granted if cancellation is requested at least 7 days prior to check-in date.

3. High Season

For reservations during High Season (January through April and July through August), cancellation requests must be submitted at least 14 days prior to check-in to qualify for a refund, subject to administrative deduction fees.

4. Peak Season & Holidays

During Easter Week (Semana Santa), Christmas, and New Year's, reservation deposits are non-refundable for cancellations made less than 30 days prior due to peak demand and exclusive inventory lock.

5. Early Check-out

Should a guest choose to shorten their stay after check-in has been completed, no refunds will be issued for unused nights.