General Reservations Terms & Conditions

General Reservation Terms and Conditions

Important: By confirming a reservation through any of our channels, the guest acknowledges having read, understood, and fully accepted these terms and conditions, which are contractually binding. The hotel reserves the right to take appropriate action in cases where, due to omission, false information, or non-compliance by the client, economic, operational, or reputational harm is caused to the establishment.

RESERVATIONS:
All reservations made through our direct channels—Contact Center (800 555 5555) or website (www.fiestaresort.com)—will be guaranteed via a credit card, which may be used either for payment of the reservation or for penalty charges in cases where the client fails to comply with the cancellation policies.

For reservations made through our Contact Center via the official channels—telephone line 800 555 5555 or email address reservaciones@fiestaresort.com—the personal information of the reservation holder, as well as the credit card number along with its expiration date, will be requested. This information will be securely stored in our system. Subsequently, you will be provided with a payment deadline, and a secure payment link will be sent to the email address provided via Bac San José’s “Compra Click” system. You must complete the process by entering the credit card details that will be used to pay the full amount of your reservation. In the event that you do not wish to make the payment by this method, you will be offered the option to complete a bank transfer or deposit.

Reservations made through our website, www.fiestaresort.com, must include the personal data requested in the final step of the reservation process, including the credit card information to which the total amount of your reservation will be automatically and immediately charged.

All reservations must be paid in full (100%) before check-in, unless otherwise determined by the hotel.

The hotel's official check-in time is 15:00 hrs and check-out is at noon. The guest must leave the room and return to the reception the key, wristband, and towel ticket for all persons included in the reservation. Failure to comply with this procedure—whether by remaining in the room, using the facilities, or not returning the specified items—will result in a fixed, non-refundable charge of USD $100.00 per room. This penalty will be automatically charged to the registered card or deducted from the deposit.

No pets are allowed in the hotel, except for service dogs certified in accordance with current international regulations. In the case of emotional support dogs, only those whose certification has been issued by a duly registered professional (psychologist or psychiatrist), complete with signature, registration number, and legible seal, accompanied by a copy of the owner's identity document, will be accepted. The guest must pay an additional cleaning fee of USD $50.00.

Group Reservations:

The hotel considers groups starting from 10 rooms or more; therefore, if you wish to reserve that number or more, special conditions will apply. You must contact the Sales Department at ventas@fiestaresort.com

Cancellation and/or Modification Policies:

The following policies apply according to the season in which the reservation was made. The specified deadlines correspond to calendar days prior to the check-in date. Any cancellation or modification made beyond the designated period will automatically incur the corresponding penalty, with no entitlement to a refund or future credit, unless expressly indicated otherwise by the Hotel in writing. Ignorance of these policies does not exempt the guest from their compliance.

Weekend (Friday and Saturday):

You may cancel or modify free of charge up to 8 days prior to check-in. Beginning at 00:00 hours on the seventh day, the amount corresponding to the first night will be charged.

Weekdays (Sunday to Thursday):

You may cancel or modify free of charge up to 4 days prior to check-in. Beginning at 00:00 hours on the third day, the amount corresponding to the first night will be charged.

Holidays and Reservations for October, November, and December:

You may cancel or modify free of charge up to 16 days prior to check-in. Beginning at 00:00 hours on the 15th day prior to check-in, the amount corresponding to the first night will be charged.

Mid-Year Holidays (July 7–19, 2025):

You may cancel or modify free of charge up to 22 days prior to check-in. Beginning at 00:00 hours on the 21st day prior to check-in, a penalty charge equal to the amount corresponding to the first night will be applied.

New Year's (December 24, 2025 to January 1, 2026):

You may cancel or modify free of charge up to 45 days prior to check-in. Beginning at 00:00 hours on the 44th day prior to check-in, the amount corresponding to the first night will be charged.

High Season (January 2 to February 15, 2026):

You may cancel or modify free of charge up to 16 days prior to check-in. Beginning at 00:00 hours on the 15th day prior to check-in, the amount corresponding to the first night will be charged.

Easter (March 29 to April 4, 2026):

You may cancel or modify free of charge up to 22 days prior to check-in. Beginning at 00:00 hours on the 21st day prior to check-in, the amount corresponding to the first night will be charged.

In the event that a reservation is made for Holy Week, mid-year holidays, or New Year's periods for dates beyond those specified in this section, the same penalty policies will apply, with the understanding that the specific dates may vary and will be subsequently updated by the hotel.

No Show:

A reservation shall be considered a "no show" if the guest does not arrive on the agreed date without having cancelled in accordance with these policies, or if, upon arrival, decides to depart for reasons not attributable to the Hotel. It is hereby noted that the Hotel's official channels for notifying a cancellation, or a modification are as follows: telephone 800 555 5555 or via email at reservaciones@fiestaresort.com. This situation will result in a charge equal to the full cost of the first night for each room included in the reservation. The guest shall not invoke subjective dissatisfaction as a reason for withdrawal in an attempt to evade the penalty. This clause shall be enforced in any chargeback claim submitted to credit card issuers.

The no-show penalty shall be the total cost of the first night for all rooms included in the reservation. This amount will be deducted from the prepayment made by credit card, bank transfer, or deposit. For reservations with on-site payment, the penalty will be charged to the guaranteed card provided at the time of booking.

Fiesta Promo:

All “Fiesta Promo” reservations may be canceled or modified free of charge up to 8 days prior to check-in. Beginning at 00:00 hours on the 7th day prior to check-in, the amount corresponding to the first night will be charged

Advance Purchase:

"Advance Purchase" reservations are non-refundable. Consequently, no refund will be issued in the event of modifications, cancellations, early departure, or failure to show on the day of arrival.

Another Day in Fiesta:

“Another Day in Fiesta” reservations are non-refundable. Consequently, no refund will be issued in the event of modifications, cancellations, early departure, or failure to show on the day of arrival.

Early Departure:

If the guest departs the hotel early, no refund will be granted for any unused nights.

RATES AND PROMOTIONS:

Our rates are expressed in US dollars and include applicable taxes. When indicated, the rate is based on a per-person cost, taking into account the occupancy selected or requested by the client. Should the number of occupants per room change, the rate for all occupants may be subject to adjustment.

All taxes included in the rate are those currently in effect under the country’s legal framework. In the event that, after the reservation has been confirmed or even following payment, any increase occurs in the taxes applicable to our commercial activity, the corresponding increase will be applied to the rates and must be paid by the client.

In the event that any clear material errors are detected during the reservation process (for example, erroneous rates due to technical malfunctions or improper manipulation of the system), the Hotel reserves the right to cancel or correct the rate, notifying the client prior to check-in. In such cases, the client may either accept the corrected rate or cancel without penalty.

Our rates include accommodation under our exclusive “All-Inclusive” package, with the inclusions specified in the “All-Inclusive” section of our website.

The Day Pass rates include the use of facilities and services from 8:00 a.m. to 5:00 p.m., excluding access to our Premium Zone and room usage. Please refer to the remainder of the conditions in the Day Pass section within the “All-Inclusive” area of our website.

GENERAL CONDITIONS OF PROMOTIONS AND DISCOUNTS:

All promotions or discounts granted by the Hotel through our direct channels (Contact Center or Website www.fiestaresort.com) are valid only under the terms expressly stated in the “Offers” section of our website.

Promotions, discounts, or special benefits cannot be combined with one another, nor with those offered by private entities, payment method issuers, financial institutions, intermediary platforms, or governmental organizations, unless expressly authorized in writing by the Hotel. The selection, application, or acceptance of a particular promotion implies the explicit, voluntary, and irrevocable waiver of any other discount or benefit that might potentially apply, even if it was not mentioned or required at the time of booking. In the event of any conflict, ambiguity, or contradiction between promotions or rates, the regular, undiscounted rate published on the Hotel’s official website for the corresponding dates shall prevail, unless otherwise expressly stated in writing by the Hotel.

The Hotel reserves the right to modify, suspend, or cancel promotions at any time, as well as to verify compliance with their conditions at check-in. If it is determined that the Client has failed to comply with the promotion's conditions (for example: date, nationality, or reservation channel), the Hotel may:

(i) Deny the application of the benefit; and

(ii) Request the payment of the discounted amount in accordance with the published rate for the days of the stay.

For reservations made through intermediaries (agencies, online platforms, or others), promotions or benefits exclusive to direct channels will not apply, and any related transactions must be conducted exclusively through the corresponding intermediary.

CHARGEBACK AND RESERVATION PROTECTION:

For all reservations paid with a credit or debit card, the guest agrees that:

(i) The registered card may be used to charge the full or partial amount of the reservation, as well as to cover penalties for late cancellations, no-shows, or any other non-compliance with these policies.

(ii) In the event of a charge dispute with the card issuer (chargeback), and once it is verified that the service was booked under these general conditions, the Hotel reserves the right to take legal and administrative action to recover the corresponding amount, including the initiation of administrative and/or judicial collection proceedings.

(iii) Payment confirmation implies full acceptance of these conditions, including the non-refundable policies and penalties applicable to specific promotions.

It is reiterated that every reservation represents a firm financial commitment to the Hotel. To avoid misunderstandings or erroneous charges, the Client may request a detailed summary of the conditions applicable to their stay at check-in.