As a potential guest of Hotel Hacienda Juanita, it is vitally important to us to earn your trust. This is a responsibility we take very seriously every day, which is why we recommend that you read the "Reservation, Cancellation, and Refund Policies" under which our company is governed. I. RESERVATION POLICIES: All rates published on our website www.haciendajuanitapuertorico.com and social media are rack rates. That is, they are the maximum rates charged per room during any given period of the year. All our rates already include all applicable fees, as well as the Lodging Tax; otherwise, it is indicated in each promotion or on our websites. All rates, promotions, and discounts are subject to change without prior notice. For this reason, it is important that those interested in booking contact one of our reservation agents by phone at 787-903-0307 or by email at reservationhaciendajuanitapr@hotmail.com to receive more information on room types, prices, monthly promotions, and discounts (if applicable). You will also receive instructions on how to make your payment. We will also send you this document via email along with any other information necessary to understand our policies. All rooms are subject to availability unless the guest has guaranteed their reservation by making a deposit or paying by phone with a credit card. Until this requirement has been met, rooms will be available for sale and prices and/or promotions will be subject to change without prior notice.
II. PAYMENT POLICY: To guarantee a room, payment options are exclusively by credit or debit card (Visa, MasterCard, or Discover). Payment for your stay and services is made in US dollars. Upon receiving a request, the hotel reserves the right to pre-authorize your credit card. By making a reservation, you are deemed to have full knowledge of the hotel's payment, rejection, and cancellation policies. Hacienda Juanita reserves the right to cancel a reservation if valid credit card information is not available. For a reservation to be valid, you must receive a confirmation email from the hotel. If you do not receive this email within 48 hours, you must contact the hotel for confirmation. Afterward, one of our representatives will contact you by phone or email to confirm that the transaction was completed. Only reservations for which payment has been received are considered GUARANTEED. We encourage all those interested in booking rooms to read the Cancellation Policies section carefully BEFORE booking their room.
III. IMPORTANT NOTES: Upon completing the reservation process, both the guest and Hacienda Juanita agree to comply with the hotel's regulations, as well as to respect and act in accordance with the provisions of our Reservation and Cancellation Policies, the Hotel Policies, and the Pet Friendly Policy. Hacienda Juanita disclaims any liability in the event of any misunderstanding by the guest due to their failure to carefully read these documents. This is detailed information that we also provide to all guests when their reservation is confirmed. To avoid difficulties, please keep a copy of your reservation to present upon arrival at the hotel. Children up to 11 years old stay free of charge when sharing the existing bed in the room or in an extra bed (if available in the reserved room). Children 12 and older are counted as one adult. A $150.00 deposit will be charged upon check-in to cover costs related to property damage, theft, loss, or other incidents incurred by the guest and their guests. This deposit will be returned to the guest 24 hours after checkout using the same payment method used at the time of collection.
IV. RESERVATIONS MADE THROUGH TRAVEL AGENCIES OR ONLINE: For reservations made through travel agencies such as Booking.com, Expedia.com, Hotels.com, etc., guests must provide the receptionist with the printed receipt corresponding to their reservation. When making your reservation, please ensure you are familiar with the cancellation policies provided by the online platform.
V. CANCELLATION POLICY:
1. YOU BOOKED THROUGH A TRAVEL AGENCY: If you wish to modify or cancel the reservation you made through a travel agency such as Booking.com, Expedia.com, Hotels.com, etc., please contact them at the Customer Service number provided to you when you made your reservation. Cancellation policies will depend on the type of reservation you made, and they will provide the assistance you need.
2. YOU BOOKED DIRECTLY WITH HACIENDA JUANITA: If you wish to modify or cancel your reservation, please contact one of our reservation agents immediately, either by phone or email. We suggest you review Hacienda Juanita's Cancellation Policies section before contacting us.
3. THE FOLLOWING ARE DESCRIBED
OUR GENERAL CANCELLATION POLICIES:
a. For non-refundable reservations, the total amount of the reservation will be automatically debited upon confirmation. Changes/modifications of dates or cancellations are not permitted.
b. Flexible reservations canceled at least 5 days prior to the arrival date will be exempt from charges provided payment has been made. All refunds will be made via deposit to the bank card used to make the payment. However, guests also have the option to modify their reservation date without penalty provided they contact us by phone or email at least six days prior to the date their reservation was originally scheduled for so we can make the necessary changes. All cancellations or modifications must be confirmed electronically by the hotel to be considered valid. *Changes to room rates may vary. **Restrictions apply. ***Subject to availability.
c. Reservations canceled after 5 days prior to the arrival date will be subject to a penalty equal to 100% of the total reservation amount.
d. All reservations that have not been canceled in advance (no shows) will be subject to a charge equal to 100% of the total reservation cost, with no right to change the date of your reservation.
e. The reservation fee is non-transferable. The person making the reservation must be present at check-in to access their reservation. Important Notes: All changes related to dates, room type, or number of rooms must be requested in advance, acknowledging that you will be subject to the applicable cancellation policies. The new reservation date must not exceed 3 months after the originally reserved date and cannot be changed more than once. All changes are subject to availability. Please check with our agents if there are rooms available for your desired date and if the room rate changes. This does not apply during high season, holidays, or weekends.
4. REFUND POLICY: A refund will only be issued in the case of errors attributable to Hotel Hacienda Juanita, which would be the following cases:
a. When a charge has been made that is higher than the charge that would correspond to the type of room the guest has booked.
b. When the number of nights billed to the guest exceeds the number of nights the guest booked.
c. When, in accordance with the Hotel Hacienda Juanita Cancellation Policies, the guest is entitled to receive a refund.
d. All refunds will be issued exclusively through a deposit to the bank card used to make the reservation. NO CASH REFUNDS WILL BE GIVEN. e. Refunds may take 5 to 15 days to appear on the customer's account statement. If not, please contact our accounting department to verify the status of your refund.
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