FAQ

General reservation policies 

• Are credit cards mandatory?
  - Every reservation must be guaranteed by a valid credit card. We reserve ourselves the right to verify the validity of the credit card at reservation. 
   
• Are there any restrictions to the rates promoted?
  - All rates and promotions are subject to certain date restrictions. Contact us at 1-800-668-5253 for more information. 
   
• When do I get my confirmation?
  - Every reservation made through this website will be followed by a confirmation email. If you have not received an email, verify your SPAM folder or contact us at 1-800-668-5253. 
   
• Are there any particular reservation conditions?
  - Every condo or chalet reservation will be followed by a contact from one of our reservation clerks to fill out the reservation policies and explain the deposit policy. Every reservation including golf or treatments at Relaxia Spa will be followed by a contact from one of our reservation clerks to confirm the time of the activity. 
   
• Do children stay for free?
  - All children 16 years old and younger lodge for free in the parent’s room. 
   
• What time are check ins and check outs?
  - Check in time is 4:00 pm and check out time is noon. These hours may be extended for an additional fee. 
   

General cancelation policy 

• How long do I have to cancel my reservation?
  - All reservations must be canceled more than 48 hours prior to arrival to avoid cancelation fees. All customers who omit to cancel their reservation will be charged a no-show fee equivalent to the first night of the reservation. 
   
• Does the general cancelation policy apply to all types of reservations?
  - Preferential rates and condos may be subject to different reservation policies. Contact us at 1-800-668-5253 for more information. 

Access to the site and accessory fees 

• How much is parking?
  - Parking is free of charge for all our customers, for the entire duration of the stay. 
   
• What is included in the room charge?
  - Room rentals include access to the indoor and outdoor pools, whirlpool bath, sauna, gym, tennis courts, volleyball, bocce ball and shuffleboard. Some activities require specific equipment. Contact us at 1-800-668-5253 for more information. 
   
• What are the rates for children at the restaurant?
  - All children 5 years old and under eat for $7 when included in a package with accommodation. Children between 6 and 12 years old have a 50% discount on meals included in a package with accommodation. 
   
• Are there any preferential rates on activities?
  - Customers staying in the establishment have a preferential rate on certain activities when presenting a proof of residency.