Flexible Policy

  1. Cancellation or Change:
    • Up to 3 Days Before Arrival: Guests can cancel or change their reservation without any fees.
    • Within 3 Days of Arrival: Guests will be charged the total price of the reservation. No-shows will also be charged the full amount.
    • Prepayment: The total reservation price will be charged within 3 days of arrival.

Non-Refundable Policy

  1. Cancellation or Change:
    • Not Allowed: Guests will be charged the total price if they cancel at any time.
    • Prepayment: The total price of the reservation will be charged at the time of booking.
  2. Exceptions for Medical Emergencies or Natural Disasters:
    • Conditions: Date changes are allowed with a doctor’s note or proof of a natural disaster.
    • Time Limit: Requests must be made at least 2 days before the original arrival date.
    • New Booking: The reservation can be rescheduled within the next 90 days, subject to current pricing and availability.

Grace Period

  • No Fees: Bookings canceled within 1 hour of booking will not incur any charges.

Guest Payment Options

  • Accepted Cards: American Express, Visa, Euro/Mastercard, Diners Club, JCB, Maestro, Discover.

Process for Cancellation or Change

  1. Account Login:
    • Guests must log in to their account on Sancterra.com, locate the reservation, verify the reservation number, and select the cancel or change option.
  2. Medical Emergency or Natural Disaster:
    • Proof Required: A doctor’s note or proof of a natural disaster.
    • Contact Method: Guests must email their reservation number and new desired stay dates. The new reservation will be subject to current pricing and availability.

Communication Channels

  1. Online:
    • Guests can change or cancel reservations via their account on Sancterra.com.
  2. Customer Support:
    • Contact via WhatsApp or email with the booking number for assistance.

Please review our Terms of Use and Privacy Policy for further details.