Reservation Cancellation Policy:
You can cancel your reservation free of charge up to 7 days before arrival. In this case, you must contact us to request a free cancellation and a refund of the amount paid in advance.
If you have paid by bank transfer, please note that our hotel is not responsible for any bank fees charged on refund transactions.
Cancellations made within 7 days of arrival will incur a charge equal to the first night of your reservation, and no refund will be possible.
If your cancellation is due to a Force Majeure event, you can request a refund of the amount paid in advance with proper justification.
Force Majeure events include: Accident or illness requiring hospitalization, and the death of an immediate family member, etc.
Important Note: If you provide proof of hospital admission on the day of arrival, and you have a hospital admission date from a previous date, and you could have notified us before the last minute, the first night will be charged without exception. If you don't have the hospital admission receipt at the time of the cancellation, you can submit it later, provided the hospital admission occurred at the same time as the cancellation request.
Real-life examples:
A cancellation is requested one day before arrival due to hospital admission. The hospital receipt indicates the admission was four days before the cancellation request. The cancellation is not accepted without penalty.
A cancellation is requested on the day of arrival due to hospital admission. The hospital admission receipt is provided a week later. The admission dates coincide with the day the cancellation was requested. The cancellation is accepted without penalty.
A cancellation is requested one day before arrival due to hospital admission for a reservation made through an online platform. The client is asked to cancel the reservation at their own expense, and a refund will be issued upon providing the receipt. The client does not cancel the reservation on the requested day but does so the following day, coinciding with the arrival date. The cancellation is not accepted without penalty.
No refunds will be issued if the cancellation is due to weather conditions. The only exception is road closures that prevent access to the hotel or departure from the guest's residence, in which case the dates will be changed. Reservations will not be canceled regardless of weather alerts issued by AEMET (the Spanish State Meteorological Agency).
In case of early departure from the hotel, 100% of the stay must be paid without exception.
In case of no-show, 100% of the stay will be charged without exception.
Non-Refundable Reservations:
Non-refundable reservations do not allow for refunds under any circumstances.
Please note that changing dates may incur a fee if the new dates have a higher rate than your original reservation.
If your reservation was made through Booking.com, the platform provides a tool for changing dates. If you have any questions, you can contact us through the Booking.com messenger or by sending an email to reservas@dunahotel.es