Non-Refundable Policy for RETREATS

• Upon confirming your RETREAT adventure 50% of the Total Value Price is allocated to cover fixed tourism costs ranging from Guatemalan Government registrations, federal taxes, Legal & Operations fees that occur immediately at time of booking.
• For the above reasons, please note: 50% of the total Retreat price is *Non-Refundable*.
• We understand that life can happen, and we're here to support you best through difficult situations. Our Team will personally work 1:1 to help refund the remaining 50% of the Total Retreat Value, if for any reason a Student or Partner is not able to attend or fulfill to the planned Retreat Activity.
• All refunds will be processed directly via Bank Transfer to the destination account provided by the Student or Partner.

Travel Safety

• We encourage our international friends to book all Airline tickets with *Travel Insurance* option.
• Emergencies of life can occur, but this additional layer of insurance brings a more comfortable travel experience. 
• Please note: SHANTI S.A. is not liable for any Air-flight cancellations, delays, material losses, and/or total losses.
• Students and Partners are assuming the full responsibility of traveling by themselves to Guatemala as a destination.
• Our Team will be 100% available to help on all transportation needs required by Student & Partners in every step of the Retreat adventures + travel activity. 

Check-in/Check-out Policy

• Guests are bound to produce a Government issues ID at the time arrival in the Hotel.
• CHECK-IN is between 3:00pm and 9:00pm. If Guests plan on arriving late, please share your travel details in advance to accommodate a late/after-hours arrival. Unnoticed CHECK-IN past 9:00pm could be refused and result in cancellation if our Staff is not available.
• CHECK-OUT is at 11am. Late Check-Outs are accommodated in a case-by-case basis. Our Staff will be happy to store your luggage safely & offer our amenities if your travel plans are delayed. Please enjoy El Paredon a little longer! =D 

Payments Terms Policy

• 22% VAT & Tourism Tax will be added to the total price of your reservation upon final payment. 
  5% will be added to handle & process safely all Credit Card transactions via Stripe Payments.
  -We accept all major International Credit Cards, using PII Guides & end-to-end Encryption to process financial & personal data.
  -We accept USA & Guatemala Bank Deposits, and cash [US Dollars and Guatemalan Quetzales] onsite upon check-in. 

Cancellation Policy

• To provide the best *Direct Online Rate* the total price of the reservation will be charged right after booking. This is non-refundable.
• Life happens, and we understand you. Please WhatsApp or email us directly to credit your booking towards a future stay of equal or lesser value if you can't show to your date of reservation. Please note that all reservations made via Booking.com, Expedia, Google Hotels, and any other 3rd Party channels are subject to the same Cancellation Policy after 2pm day of the arrival.
• Please note: if we do not receive proactive communication via WhatsApp, email (retreats@shantisurfcamp.com), or direct phone call (+502 3266 1023) at least 24-48hrs in advance, to communicate the Guest's cancellation, the  *FULL* amount of the reservation  will be charged to the card on file.  We ask you to please honor this request, as we are a small family-owned business and every reservation counts to help us keep Staff & maintenance costs afloat on the day-to-day operations.
• Why No-Shows are charged and matter to small hotel businesses? Once a room is reserved by a guest, the room is off the market and 100% honored for the Guest. The "No-Show" hurts our Legal & Operation costs that occur immediately at the time of booking. As an ethically Hotelier practice, we honor ALL Guest's reservations and DO NOT overbook (like Airlines do) or give the room away to maximize capacity. Rather, we wait for Guest's arrival until 9pm day of reservation Check-in. If there's no Guest communication or in-person arrival, a reservation is marked as No-Show.
• We appreciate your understanding and ask to please kindly understand why *FULL charges* are made to "No-Shows."
• If you need support and proactive communication with Financial institutions to dispute a charge, please kindly direct them to our email (retreats@shantisurfcamp.com) and we'll be happy to collaborate on all questions and follow-ups.
• Please note,  we cannot issue credit card refunds for "No-Shows", but we're happy to give a Hotel credit to a future stay of equal or lesser value. Excluding major Holiday dates such as New Year's, Christmas Day, Easter, Thanksgiving, and others.

Hotel Damages & Loss Policy

• Lost Keys: $25 USD charge will be charged if room keys are lost.
• Room Inspection: our Team conducts a detailed inspection after the Check-out time. We reserve the right to make charges for any lost or damages found. Including items such as:
• Body towels / $30 USD
• Pool towels / $30 USD
• Bed Sheets & Linens / $100 USD
• Pet fee & damages: we reserve the right to charge for any damages and/or losses caused by our pets received in the Hotel. Please note the fee can vary from $100 and upwards depending on the nature of the loss.

Health & Wellbeing Policy

• We are an inclusive, safe space that promotes holistic Health & Wellbeing. We're a proud, LGBTQ+ owned business🏳️‍🌈
  -NO SMOKING. -NO DRUGS. -NO VIOLENCE.

Pool & Facilities Policy

• Our Pool & Amenities operate from 7am to 10pm. We appreciate a mindful use of your personal music, noise, and activities to promote a healthy sleep for our fellow neighbors.
  
• NO GLASS. NO FOOD. NO COLORED DRINKS. NO DIVING. NO RUNNING.
  
• We appreciate showering & rinsing before entering the pool.
• We offer a fully-equipped Outdoor Kitchen with personal storage space for each Suite. We encourage to please use them & store items on fridge to prevent our wild, friends [🦝 RACCONS!] from eating them.
• NO OUTSIDE GUESTS are allowed for safety reasons at any time.

 Sustainability & Green Policy

• We're a Planet-Conscious Property. We ask to please turn-off A/C and lights when leaving the rooms, use water mindfully, throw paper in trashcans, and support our efforts for compost garbage; keeping our garden plastic free. THANK YOU for supporting our Planet =D

Traveling with Minors

• For safety reasons, we cannot accept children under the age of 12  due to the nature of our facilities, pool & construction. 
  ~We're happy to accommodate families on a case-by-case basis.
• Please just shoot us a message on WhatsApp to work 1:1 with you.

Non-Liability & Release Policy

• Your safety is our #1 priority. We do everything possible to ensure a secure environment is maintained and we ask that our guests do also. The Hotel takes no responsibility for any personal possessions that are lost, stolen or misplaced whilst on the premises due to the acts and omissions of the guests themselves.
• Lost property found on the premises is logged and kept in a secure location for a period of three (3) months. Thereafter items are either disposed of or donated to charity. 
• The Hotel is not responsible for damages or loss to vehicles kept in the parking area. Please store all valuable items and lock your vehicle safely. Our parking is complimentary and Guests park at their own will.

3rd Party Services & Liabilities Policy

• SHANTI S.A. provides a number of additional "Nature Experiences" to our Guests. Such services are external to SHANTI S.A. and fully operated by 3rd Party Vendors. Hereby, the Hotel is not accountable for any personal loss or damages experienced by Guests. All legal responsibility is within our Vendors. Guests engage on these services under their own risk & consent.
• Tourism Services & Classes include, but are not limited to:
• Transportation to and from Airport.
• Surf Sports
• Wakeboarding
• Yoga
• Massages
• Food Delivery / Restaurants.

Terminations & Amendments Policy

• *Important: any violation of our Terms & Service Policies could result in immediate termination of the total reservation. The Hotel reserves the right to use "Force Majeure" in tandem with local police authorities for situations that compromise the safety of our other Guests & Hotel Staff.*Terminations due to Policy violation are non-refundable.
• We reserve the right to amend and correct policies internally without any public written notice. In case there's a Risk & Safety violation, our Staff is authorize to proceed with common sense to protect the integrity of the Hotel, Guests, and our fellow community.