Child Policy
- Infants up to 1.99 years stay free of charge.
- One baby cot per room is provided complimentary upon request and subject to availability.
- Children from 2 to 11.99 years are charged applicable accommodation and meal supplements.
- Children aged 12 years and above are considered adults.
Refund Policy
Approved refunds will be processed using the original payment method whenever possible. Please note that bank processing times vary and international refunds may require additional processing time.
Transaction fees charged by banks, payment gateways, or third-party booking platforms may be non-refundable.
In exceptional situations where standard refund channels are unavailable, alternative refund methods may be offered by mutual agreement.
Smoking Policy
- All guestrooms are strictly non-smoking.
- Smoking is permitted only on balconies and designated outdoor areas.
- Additional cleaning charges may apply if smoking occurs inside guestrooms.
Pets
Small, well-behaved cats and dogs are welcome upon prior request.
Pet owners are fully responsible for any damages, disturbances, or additional cleaning requirements caused by their pets.
Hotel Liability
Safety deposit boxes are available in guestrooms.
Smeralda Resorts shall not be responsible for loss, theft, or damage of personal belongings left unattended in guestrooms, public areas, vehicles, or other hotel facilities.
Force Majeure
Smeralda Resorts shall not be liable for delays, cancellations, interruptions, or inability to provide services resulting from events beyond its reasonable control, including but not limited to:
- Natural disasters
- Extreme weather conditions
- Government restrictions
- Power outages
- Civil unrest
- Transportation disruptions
- Public health emergencies
Guest Conduct
Guests are expected to behave respectfully toward other guests, staff members, and hotel property.
The hotel reserves the right to refuse accommodation or terminate a stay without refund in cases of illegal activity, excessive disturbance, property damage, or behavior that compromises the safety or comfort of others.