Refund Policies and Frequently Asked Questions
Because Nido Andino provides hospitality and experiential services rather than physical goods, our "Returns" policy is governed by our comprehensive Cancellation and Refund Policy. We strive to provide flexibility while ensuring the availability of our premium accommodations for all guests.
For reservations booked under our Standard Rate, guests may cancel or modify their booking without penalty up to 72 hours prior to the 15:00 (local time) check-in on the scheduled date of arrival. If a cancellation is made within this 72-hour window, or in the event of a no-show, a fee equivalent to the first night's room rate plus applicable taxes will be charged to the credit card on file.
Reservations booked under "Non-Refundable," "Advance Purchase," or special promotional rates require full prepayment at the time of booking. These reservations cannot be cancelled, modified, or refunded under any circumstances. If you must cancel a non-refundable booking, the total amount of the reservation will be retained as a cancellation fee.
If a guest chooses to shorten their stay and depart prior to their scheduled check-out date, the hotel must be notified at least 24 hours in advance. Failure to provide sufficient notice will result in an early departure fee equal to one night's room rate plus taxes. For non-refundable bookings, no refunds will be issued for unused nights.
Eligible refunds for standard rate cancellations or deposit returns will be processed back to the original method of payment. Please allow 7 to 14 business days for the funds to appear in your account, depending on your bank or credit card issuer's processing times.
Nido Andino Hotel is not liable for refunds in the event of cancellations caused by "Force Majeure" events, which include but are not limited to: natural disasters, extreme mountain weather conditions blocking access routes, government mandates, strikes, or global pandemics. In such cases, we will offer the option to reschedule your stay or provide a hotel credit voucher valid for 12 months.
Q: What are the check-in and check-out times?
A: Check-in is available from 15:00 (3:00 PM) local time. Check-out is strictly by 11:00 AM. If you
require an early check-in or late check-out, please contact our concierge in advance; requests are
subject to availability and may incur an additional fee.
Q: What documents are required at check-in?
A: All guests must present a valid government-issued photo ID or passport, along with the credit card
used to make the reservation. The primary guest must be at least 18 years old.
Q: How do I get to Nido Andino?
A: We are located in the Andes Valley, approximately a 90-minute drive from Arturo Merino BenÃtez
International Airport (SCL) in Santiago. Detailed driving directions can be provided upon request.
Q: Do you offer airport transfers?
A: Yes. We offer premium private transfers from SCL airport and central Santiago. Please contact our
reservations team at least 48 hours prior to your arrival to arrange transportation.
Q: Do I need to book spa treatments in advance?
A: To ensure availability, we highly recommend booking your massages and wellness treatments at least a
week prior to your arrival. Our infinity pool and thermal sauna are open daily for all guests without
prior booking.
Q: Is there a dress code for the restaurant?
A: Our fine dining restaurant adheres to a "Smart Casual" dress code. We kindly ask guests to refrain
from wearing swimwear, bathrobes, or active mountain gear during dinner service.
Q: Are pets allowed at the hotel?
A: To maintain a tranquil and allergy-free environment for all our guests, Nido Andino does not permit
pets. Certified service animals are welcome in accordance with Chilean law; please notify us in advance.
Q: Who can access the entertainment lounge?
A: Our refined evening lounge is open to all adult guests. Please note that access to the private casino
area within the lounge is strictly restricted to guests aged 18 and older. Identification may be
requested by our staff.
Q: Is Wi-Fi available in the mountains?
A: Yes, we provide complimentary high-speed Starlink Wi-Fi throughout the hotel, including all rooms,
the restaurant, and the spa area, ensuring you stay connected even in our remote mountain sanctuary.