Find answers to common questions and review our refund policies.
At Santiago Nest Hotel, we understand that travel plans can change unexpectedly. Our refund and cancellation policies (the equivalent of "returns" in the hospitality industry) are designed to offer flexibility while ensuring the operational efficiency of our property.
For most standard rates booked directly through our website or reservation desk, guests may cancel or modify their reservation without penalty up to 48 hours prior to 3:00 PM (local time) on the scheduled date of arrival. If a cancellation is made within this 48-hour window, or in the case of a no-show, a penalty equal to the cost of the first night's room rate plus applicable taxes will be charged to the credit card on file.
Reservations booked under "Advance Purchase," "Non-Refundable," or special promotional rates require full prepayment at the time of booking. These reservations cannot be modified, and no refunds will be issued for cancellations, no-shows, or early departures under any circumstances.
If you choose to shorten your stay and depart earlier than your confirmed check-out date, the Hotel requires a 24-hour notice. Failure to provide advance notice will result in an early departure fee equivalent to one night's room and tax. Pre-paid, non-refundable reservations will not receive a refund for unused nights.
A hold of $100 USD per night is placed on your credit card at check-in for incidental charges. This is not a charge, but a pre-authorization. If no incidental charges are incurred (e.g., room service, mini-bar, spa services), the hold will be released upon check-out. Please note that it may take 5 to 10 business days for the funds to reflect in your account, depending entirely on your bank's processing times.
Q: What are the check-in and check-out times?
A: Standard check-in begins at 3:00 PM, and check-out is at 12:00 PM (noon). If you require an early
check-in or late check-out, please contact our concierge team in advance. These requests are subject
to availability and may incur additional fees.
Q: Do you offer transportation from the airport?
A: Yes, we provide luxury private transfers to and from Arturo Merino BenÃtez International Airport
(SCL). Please provide your flight details to our concierge at least 24 hours prior to arrival to
arrange this service. Additional charges apply.
Q: Is parking available at the hotel?
A: We offer secure, underground valet parking for all registered guests. The daily fee is $25 USD.
Q: Do I need to book spa treatments in advance?
A: We highly recommend booking your treatments at the Serenity Spa prior to your arrival to ensure
availability, especially during weekends and peak holiday seasons.
Q: What are the operating hours and rules for the casino lounge?
A: Our elegant casino lounge is open daily from 6:00 PM to 2:00 AM. Please note that in strict
compliance with Chilean law, entry is restricted to guests aged 18 and older. Valid
photo ID is required. A smart casual dress code applies.
Q: Does the restaurant accommodate specific dietary requirements?
A: Absolutely. Our executive culinary team is highly trained in handling allergies and dietary
restrictions, including gluten-free, vegan, and kosher-style requests. Please inform us of your
needs prior to your arrival.
Q: What payment methods do you accept?
A: We accept all major international credit cards, including Visa, MasterCard, American Express, and
Diners Club. Cash payments in USD and CLP are also accepted at the front desk.
Q: Am I exempt from the Chilean VAT (IVA)?
A: Foreign tourists visiting Chile can be exempt from the 19% Value Added Tax (IVA) on hotel rooms.
To qualify, you must pay for your stay in US Dollars (credit card or cash) and present your passport
along with the physical tourist card (PDI) issued upon entering the country.
Q: Are pets allowed at Santiago Nest Hotel?
A: To maintain our hypoallergenic environment, we do not allow pets. However, certified service
animals assisting guests with disabilities are warmly welcomed in accordance with local regulations.
Q: Can I request an extra bed or crib?
A: Yes, rollaway beds and complimentary baby cribs are available upon request for most room types.
Please note that maximum occupancy rules apply, and rollaway beds carry a surcharge of $50 USD per
night.