Security and peace of mind for your next getaway
Travel with our secure rate and protect your reservation
Travel with the peace of mind in knowing that you're protected. With our secure rate, if an unforeseen event arises before your stay, whether due to health, work, or official obligations, you can request a refund for your reservation up to one day before your stay.
Why choose the secure rate when booking your hotel?
Covered unexpected events
Refund up to one day before your stay
Peace of mind
Simple request process
What unforeseen events does the secure rate cover?
The secure rate applies in qualifying situations, including:
Health-related
Illness, accident, hospitalization, or medical advice.
Work-related
Job loss or starting a new job
Official obligations
Jury duty or other mandatory public service obligations
Other situations
Death of a family member or medical conditions that prevent participation in the primary purpose of the trip.
How does the secure fare work?
Book your stay with the secure rate
If a covered unforeseen event arises before the trip, submit a request for reimbursement approval
Once approved, you will be able to cancel your reservation and receive a refund
Please note that the secure rate does not allow for modifications. If a covered unforeseen event does not occur, the booking is non-refundable. To cancel, you must request prior approval of your case, and the refund will only be issued in eligible situations.
How to request a refund with the secure rate?
If you need to cancel due to an unforeseen event:
- Access the link you received in your confirmation email
- Request a review of your case
- Attach the required documentation
- Receive confirmation by email
- Cancel your booking with peace of mind
The approval process can take between 48 and 72 hours.
Frequently Asked Questions
Can I cancel my booking at any time?
No. You may only request cancellation with a refund if your case falls within the covered situations and the request is made up to one day before the date of arrival at the hotel.
Can I change my booking?
No, secure rate reservations cannot be modified.
What happens if I cancel without obtaining approval for my case?
If you cancel without having previously requested approval, you will lose the amount paid.
What documentation do I need to apply for reimbursement?
It will depend on the reason for the cancellation (medical documentation, dismissal letter, official citation, etc.). During the process, you will be informed exactly which documentation you need to provide.
Does the secure rate cover any unforeseen events?
Only the situations specified in the fare conditions are covered. We recommend reviewing the conditions prior to booking.
How long does the approval process take?
The review and approval process can take between 48 and 72 hours from the submission of the documentation.
Note: Please review all details and conditions before booking. Under any other circumstances, the reservation is non-cancellable or modifiable, and a failure to check in at the hotel will result in forfeiture of the amount paid.
