Part 1: Returns, Refunds & Cancellations
At Casa Atacama Resort, we strive to offer a seamless and relaxing experience from the moment you book. We understand that travel plans can change unexpectedly. Below is our comprehensive policy regarding reservation cancellations and monetary refunds.
Standard Cancellation Policy
For reservations booked under our Standard or Flexible Rate, guests may cancel or modify their booking free of charge up to 14 days prior to the scheduled arrival date. In the event of a timely cancellation, any deposits paid will be fully refunded to the original payment method.
- Late Cancellations: Cancellations made within 14 days of arrival will incur a penalty equivalent to the first night's room rate and applicable taxes.
- No-Shows: If a guest fails to arrive on the scheduled check-in date without prior notice, the entire reservation will be cancelled, and 100% of the total booking cost will be charged.
Non-Refundable & Promotional Rates
Reservations secured under promotional, seasonal, or heavily discounted "Non-Refundable" rates are final. These bookings require full prepayment at the time of booking and cannot be cancelled, modified, or refunded under any circumstances.
Early Departures
If you choose to shorten your stay and depart prior to your scheduled check-out date, Casa Atacama Resort will charge an early departure fee equivalent to one night's room rate, unless notice is provided at least 48 hours in advance.
Refund Processing Time
Approved refunds are processed immediately by our billing department. However, please allow 5 to 10 business days for the funds to appear on your bank or credit card statement, depending on your financial institution's processing times.
Part 2: Frequently Asked Questions (FAQ)
1. What are the check-in and check-out times?
Standard check-in begins at 3:00 PM local time. Check-out is strictly by 12:00 PM (noon). If you require an early check-in or late check-out, please contact our concierge team in advance. We will do our best to accommodate your request, subject to availability.
2. How do I get to the resort from the airport?
Casa Atacama Resort is located approximately 1.5 hours from El Loa Airport (CJC) in Calama. We offer premium, private transfer services for our guests. You can arrange airport pick-up and drop-off through our reservations team at the time of booking.
3. Is the resort family-friendly?
Yes, we welcome guests of all ages to enjoy the beauty of the Atacama Desert. We offer special suites suitable for families. However, please note that certain areas, such as the Oasis Spa Zone and our small private casino lounge, are strictly restricted to guests aged 18 and over to maintain a calm and mature environment.
4. Do I need to book spa treatments or restaurant tables in advance?
To ensure you receive your preferred times and treatments, we highly recommend booking your sessions at the Oasis Spa Zone and a table at The Desert Rose Restaurant prior to your arrival. Walk-ins are accepted only subject to availability.
5. Do you accommodate special dietary requirements?
Absolutely. Our culinary team is highly trained and happy to prepare bespoke meals to accommodate allergies, vegan, vegetarian, gluten-free, or any other dietary requirements. Please inform us of your needs when making your reservation.
6. What is the dress code at the resort?
During the day, we encourage "desert casual" attire—comfortable clothing suitable for warm days and excursions. In the evening, the dress code for The Desert Rose Restaurant and the evening entertainment areas is "smart casual." Swimwear and bathrobes are only permitted in the pool and spa areas.
7. Is Wi-Fi available at the resort?
Yes, complimentary high-speed Wi-Fi is available throughout the resort, including all guest rooms, public areas, and outdoor terraces, ensuring you stay connected while enjoying your peaceful retreat.