Terms and Conditions of Reservations and Returns

You can modify your reservation without penalty up to 24 hours before arrival. If you don't have a defined date, you can choose to suspend the reservation for up to 6 months without penalty.

In case of final cancellation by the customer's decision, a 30% penalty will be applied to the total amount of the reservation, and the refund will be processed within 15 business days.

If the hotel is unable to provide the service, or access to the area is blocked, due to force majeure or a verifiable natural phenomenon, the penalties in this section do not apply, but rather what is stipulated in Section 6.

• Transfers, checks, or cash: The refund is processed via electronic transfer to the account of the person who made the payment. It is necessary to provide the interbank account number (CCI), full names, and identity document number. If the transfer must be made to a third party's account, the CCI, full names, and identity document number of that third party must be provided.
• Credit or debit card: A reversal is performed through the same payment gateway to the cardholder who made the payment.

The CCI, full names, and identity document number of the account holder (or the authorized third party, if applicable) must be provided.

• In the event of final cancellation by the customer's decision, a 30% penalty will be applied to the total amount of the reservation.
• All refunds in this section are subject to an additional administrative fee of S/ 50.00 per refund request, independent of the cancellation penalty.

In addition to the administrative fee of S/ 50.00, an additional discount of 3.5% plus IGV will be applied to the amount to be refunded when the payment was made via credit or debit card, corresponding to the commission of the payment gateway of the contracted franchise.

The request must be submitted through the established form, signed by the invoice holder and/or cardholder. The refund will be processed within a period of 15 business days from the receipt of the completed request. Requests, with their corresponding documents, must be sent to:

The refund is full (100% of the charged amount). No penalty, administrative fee of S/ 50.00, or the discount of 3.5% plus IGV for payment gateway commission is applied: these costs are borne by the hotel, not passed on to the guest, as it is an internal error.

• Credit or debit card: Direct reversal by the payment gateway, within the 48 business hours following the validation of the error by the Administrator or Reception Manager.
• Cash or transfer: Direct refund through the same method used for the original payment.

If the guest expressly requests a different method than the original (for example, a transfer instead of a card reversal), access will only be granted with:

• Express authorization and written consent from the guest (email or form), indicating that they are aware of and accept the alternative method.
• Request for only the strictly necessary data for the operation (CCI, account holder, document number), under the data protection protocol: exclusive use for the refund and deletion of the data once the transfer is completed.
• This exception must not be registered as an "individual case" informally, but applied consistently under this same documented criterion, to ensure consistent treatment among guests.

3 to 5 business days from the validation of the error (preferred timeframe over Section 2, as it is the hotel's responsibility).

• No charge for unreturned item, damage or unconfirmed consumption will be applied to the guest's account or card without prior validation by Housekeeper and/or Maintenance by means of a signed checklist.
• Window of Grace: The charge will not be processed until the loss or damage is confirmed in writing by Housekeeper, ideally prior to check-out or within 24 hours thereafter.
• Any refund originating under this section must be reported to Administration/Management within the 48 hours, for root cause analysis and recurrence prevention.

The financial data collected for any refund (CCI, ID number, account holder) is used exclusively for processing the corresponding refund and is not retained beyond what is necessary for such operation.

This document supersedes any previous versions of the Terms and Conditions of Reservations and Returns, and is effective upon publication.

Each event establishes in its quote or contract a withdrawal period without penalty for its participants. Once this period has expired, any cancellation is governed by the penalty of definitive cancellation (30% of the amount paid, Section 1.2), except as indicated in the following paragraph and in Section 6 (force majeure).

Once the withdrawal period has expired, a partial refund may be evaluated when the cancellation is supported by health reasons for the participant or a direct family member, provided the following requirements are met:

• A medical certificate or document that proves the impediment is presented within a period not exceeding 5 business days after the event date.
• The request is submitted in writing to reservas@guizadoportillo.com, including the participant's information and attaching the medical support.
• Once these requirements are fulfilled, the hotel will refund 85% of the amount paid by the affected participant, retaining the remaining 15% to cover operational and logistical costs already committed for the event (supplies, production, staff). This retention percentage is lower than the general cancellation penalty (30%), considering the non-voluntary nature of this type of cancellation.

If no medical support is presented within the specified timeframe, the cancellation outside the deadline is governed by the general rule of definitive cancellation penalty (Section 1.2), without exception.

The approved refund under this section is processed according to the Refund Method described in the Section 2.1 of this document.

As an alternative to the partial refund, the event organizer may request to transfer the paid spot to another participant of the same group, without applying a penalty or requiring medical support, as long as the request is submitted before the event date.

An extraordinary and verifiable situation (for example, river flood, landslide, earthquake or other natural phenomenon) that prevents the hotel's operations or free access to the area, due to causes external to the company. An alert, forecast or news, by itself, does not constitute impossibility: it must be verified according to the following paragraph.

Upon receiving a report or alert in the media (which sometimes broadcast news from the Cañete river basin related to areas far from our location), the hotel formally consults with its field staff and the Administration regarding the accessibility and condition of the area before issuing formal confirmation to the customer. The confirmation is communicated in writing.

Once the impossibility is confirmed, the customer may choose one of the following alternatives, which are mutually exclusive (they cannot be applied simultaneously) and only apply in the case of events of force majeure properly verified:

• Rescheduling without penalty (first option): The priority of attention is to offer the change of date of the event or the stay without penalty, subject to the availability of the hotel. The reprogramming applies only once.
• Cancelation after reprogramming: If, after reprogramming, the customer decides to cancel for reasons unrelated to a force majeure event, the standard penalty of 30% (Section 1.2) applies, along with the refund of the remaining balance (70%) within 15 business days.
• Total Refund (100% without penalty): A total refund of 100% of the deposits is applicable when the impossibility of transit or accommodation is real and verifiable. The hotel will reimburse the full amount within a maximum period of 30 calendar days, through the original payment method, in accordance with Section 2.1.

The conditions of the reservation are maintained and the Sections 1, 2 and 5 apply, as appropriate.

If the impossibility occurs while the guest is already staying and the hotel must evacuate or suspend the service, the 100% of the value of the unused nights and services is refunded, without penalty, through the original payment method in accordance with Section 2.1 and within a maximum period of 30 calendar days.

The quotation or contract must explicitly indicate who chooses between reprogramming and total refund (the organizer on behalf of the entire group, or each participant individually) and to whom the reimbursement is made. The one who requests the quotation is responsible for defining this point in writing; a group quotation without this definition is considered incomplete.

The reservation and sales areas include this section, or the link to the published policy, in all quotations or contracts, especially those for groups and events.