Everything you need to know about your reservation and stay.
At Aurora Andes Hotel, we understand that travel plans can change unexpectedly. Our cancellation and refund (returns) policies are designed to offer flexibility while ensuring the highest standard of service for all our guests. Please review the terms applicable to your reservation type.
For reservations booked under our Standard Flexible Rate, guests may cancel or modify their booking without penalty up to 48 hours prior to the scheduled arrival date (by 3:00 PM local Chile time). If a cancellation is made within 48 hours of arrival, or in the case of a no-show, a penalty equivalent to one night's room rate plus applicable taxes will be charged to the credit card on file. Any remaining pre-paid deposit will be refunded to the original payment method.
Reservations made under Advance Purchase or strictly Non-Refundable promotional rates require full pre-payment at the time of booking. These reservations cannot be amended, cancelled, or refunded under any circumstances, including early departure. We highly recommend purchasing comprehensive travel insurance to cover unforeseen circumstances if you choose this rate type.
Approved refunds for cancelled reservations or incidental deposits will be processed by the hotel within 3-5 business days. Please note that depending on your financial institution or credit card issuer, it may take an additional 7-14 business days for the funds to reflect in your account.
Find quick answers to common questions about our facilities, services, and hotel policies.
Our standard check-in time is from 3:00 PM, and check-out is by 12:00 PM (noon). If you anticipate arriving earlier, our concierge can store your luggage securely while you enjoy our amenities. Late check-out requests are subject to availability and may incur an additional half-day rate.
Yes, we offer premium chauffeur services to and from Comodoro Arturo Merino Benítez International Airport (SCL). We recommend booking this service with our concierge at least 48 hours prior to your arrival to ensure availability.
To maintain the serene and allergy-free environment of our luxury suites, we do not permit pets on the property. We do, however, welcome certified service animals as required by law.
Absolutely. In addition to our fine dining and lounge bars, the hotel features an exclusive, private casino lounge for guests seeking evening entertainment. Please note that access to this area is strictly limited to guests aged 18 and older, and a valid ID is required for entry.
During the day, resort casual attire is appropriate. In the evening, our signature restaurant 'El Cóndor' and the private entertainment lounges observe a smart-casual dress code. We kindly request no swimwear, flip-flops, or athletic wear in dining areas after 6:00 PM.
Yes, the front desk provides currency exchange services for major international currencies (USD, EUR) to Chilean Pesos (CLP) at competitive daily rates exclusively for our registered guests.
Our dedicated Concierge team holds extensive knowledge of Santiago and the surrounding Andean region. Whether you wish to arrange a private vineyard tour, a skiing trip, or a cultural city excursion, we are at your service to curate the perfect itinerary.