Terms and Conditions

Our accommodations are delivered clean and fully equipped at check-in.

Out of respect for our guests' privacy, we do not enter rooms or cabins while your belongings are inside, unless a situation requires entry for safety, emergency, maintenance, or legal compliance reasons.

Our hot tubs use a gas heating system and require approximately 2 hours of preparation, depending on weather conditions. Hot tub use can be requested in advance or upon arrival at Chelenko Lodge, subject to availability.

The start time of the service will be agreed with the guest in advance. Our commitment is to have the hot tub hot at the agreed time, taking into account weather conditions and the heating time required.

If the guest chooses to begin using the hot tub after the agreed time, usage time will be counted from the originally reserved time, and no refund or compensation will be given for unused time.

Early arrival or late departure outside the established schedule is subject to availability and may incur an additional charge, which will be communicated to the guest in advance. If you need to check in outside the established schedule, we recommend requesting it in advance to confirm availability.

For the purposes of these policies, high season is considered the period between:

The following special periods are also considered high season:

Dates for holidays and special periods will be determined according to each year's official calendar.

Modifications requested within the timeframes set out in the changes policy may be made at no additional charge, subject to availability and to the rate conditions applicable to the new date or accommodation selected.

If the modification increases the value of the booking, the guest must pay the corresponding difference. If it decreases the value of the booking, the cancellation and modification conditions of the booked rate will apply.

A modified booking may later be cancelled, applying the cancellation conditions in force for the booking at the time cancellation is requested, without prejudice to any rights established under applicable law.

Where a booking fee or management charge is expressly disclosed during the booking process, it will be considered part of the economic conditions of the reservation.

This condition does not limit any rights consumers may have under applicable law, including those arising from a breach of Chelenko Lodge's obligations. The amount of any applicable fee or charge will be disclosed before finalizing the booking.

Payment methods in US dollars (USD)

Payments in US dollars are processed through Webpay Dollar and are accepted only with credit cards issued outside Chile. Debit and prepaid cards are not accepted. Guests without an international credit card may write to reservas_lodge@chelenko.com to arrange another payment method.

Children under 3 years old stay free, as long as they sleep in the bed with the adults. From 3 up to 12 years old, an additional CLP 22,230 (USD 24.00) per child, per night, applies. The additional charge does not apply if the child takes an available adult spot in the room. From 13 years old, a guest is considered an adult for room occupancy purposes.

When a refund is due under the booking conditions or applicable law, the amount to be refunded will be calculated taking into account any applicable cancellation charges.

If the payment method used generates processing or transfer costs that are actually charged and may legitimately be passed on to the consumer, these will be disclosed and applied in accordance with applicable regulations. These charges will not apply when charging them would be contrary to applicable law or when the refund is due to a breach attributable to Chelenko Lodge.

Bookings made under special offers, Cyber campaigns, last-minute promotions or other promotional rates may be subject to modification and cancellation conditions different from standard rates. The specific conditions of each rate will be clearly disclosed before completing the booking and will form part of the contracted conditions.

If Chelenko Lodge is unable to provide the contracted accommodation service for a reason attributable to Chelenko Lodge, the guest will be notified promptly and offered the alternatives applicable under current law.

In these cases, consumers' rights regarding the refund of amounts paid and/or other applicable remedies may not be limited by these conditions.

Chelenko Lodge will not be liable for the cancellation, delay or modification of flights, ground transportation or other services provided by third parties. Nor will it be liable for the inability to use contracted services when due to force majeure or unforeseeable events beyond its reasonable control. This may include, among others:

Before completing a booking, the guest will have access to relevant information about the accommodation, price, capacity, included services, rate conditions, modification and cancellation policies, and other applicable conditions.