Booking Policy

Islazul assumes the folowing obligations:

To provide the tourist services in the hotel facilities with the required quality and according to the category of the facility, being invoiced at the agreed prices.

ISLAZUL will send the confirmation of the reservations once the payment has been successfully made.

When ISLAZUL is unable, due to any contingency, to accommodate the tourist in the facility initially agreed upon; it may do so in another of equal or superior category of the tourist facilities belonging to the Hotel Group of Islazul or another Hotel Group in Cuba.

The client shall be responsible for obtaining the entry card and/or permit, as well as the extensions of the stay in the Republic of Cuba. The expenses and consequences derived from the aforementioned shall be borne by the client.

OTHER GENERAL CONDITIONS:

The reception of tourists in the tourist facilities of ISLAZUL will be carried out with an entry timetable at 4:00 p.m. and departure at 12:00 noon.

In the event of early departure, 100% of the total amount paid will be refunded.

Exclusions

Islazul is excluded from civil liability before the client for the following damages:

Failure by the client to comply with Cuban laws and established safety regulations; both in the hotel facilities, as well as in the use of means of transportation.

Damages occurring outside the hotel facilities.

TREATMENT FOR CHILDREN (UP TO 14 YEARS OLD)

Sharing room with adults:

Children up to 2 years of age: exempt from payment.

In room with 2 adults: as long as they share a bed, the accommodation and food supplement of the first child is granted free of charge.

FORCE MAJEURE.

Causes exempting from liability are those arising after having paid for the service that prevent its partial or total fulfillment as a consequence of events of an extraordinary nature, unforeseeable and independent of the will of the parties, such as: wars, strikes, natural disasters declared catastrophic that prevent the arrival or departure of the client or clients or their transportation within Cuban territory; the denial, cancellation or suspension of any permit, authorization license by the health, aeronautical authorities, which may be required; as well as breakage or damage to the aircrafts used for the transfer of the client or clients to or from Cuba, provided that this occurs after the services have been paid for and forces their cancellation.

The party prevented from fulfilling its obligation shall immediately communicate to ISLAZUL and send by mail, within seven (7) calendar days following the date the event occurred, the following information:

- Starting date of the event, possible duration, character, consequences and any other aspect considered within the circumstances of the force majeure alleged in the country of the contracting parties, as the case may be.

If the period of force majeure exceeds two (2) uninterrupted months, the parties shall meet to examine all the issues that have arisen, with the purpose of reaching a solution and consequently agree on all the measures, terms and conditions necessary for the normalization of the situation detected.

CLAIMS:

Claims must be made in writing at the facility prior to your departure from the facility.

The party against whom a claim is filed must examine it and respond in writing within seven (7) days from the date it was notified.

ISLAZUL does not accept Claims from the client or the clients for situations that occurred in Cuba, if they are not presented directly by the Client and always before the departure of the Client from the hotel facility, with the corresponding documentary evidence of the non-conformity with the services rendered. It will be an indispensable requirement to formulate the referred Claim, that the Client has not accepted a compensation by the hotel facility.

Claims for compensation for damages caused to tourists or their property within the ISLAZUL facilities shall be made as described above.

INSURANCE:

The client must compulsorily obtain an Insurance Policy to cover his/her trip to and from Cuba, as well as his/her stay within the country and outside Islazul's

Hotel Facilities.

Terms of payment:

By using this Website, the Website User declares acceptance of these booking and prepayment terms and conditions.

Hotel reservations require payment in advance. Your credit card will be charged at the time you make your reservation.

The client must present upon arrival at the hotel, the document that supports your reservation and payment for the services to be received.

CANCELLATION POLICY:

For payments with international cards (USD) a penalty of 50% of the total amount of the reservation will be applied if cancelled within 72 hours prior to arrival.
of the total amount of the reservation if cancelled within 72 hours prior to arrival at the facility. In
In case of cancellation before the last 72h, no penalty will be applied.
For payments received by means of Transfermóvil (CUP) a penalty of
100% of the total amount of the reservation if cancelled within 48h prior to arrival at the facility.
If you cancel before the last 48h, a penalty of 5% of the total amount will be applied.
penalty of 5% of the total amount of the reservation due to banking regulations.
regulations.

NO SHOW Policy:

In case of No Show, the total amount of the stay will be charged.

HOW TO CANCEL OR MODIFY A RESERVATION

Contacting our e-mail address:

[email protected]