Políticas del Hotel Arenal Springs Resort & Spa

ARENAL VIMAI S.A, 3-101-374928
(Arenal Springs Resort & Spa)

The following policy is established to regulate the admission and stay of animals at Arenal Springs Resort & Spa, in compliance with Costa Rican legislation.

I. Purpose

The Hotel Arenal Springs Resort & Spa, in accordance with Law 7600, the Civil Code, and the Animal Welfare Law (Law No. 7451), recognizes and respects the rights of people with disabilities. This policy aims to ensure that service animals can enter and remain on our premises under safe and appropriate conditions.

II. Service Animals

A service animal is understood to be one trained to assist a person with a disability in daily life activities, such as guiding, alerting, protecting, mobilizing, or retrieving objects, among other specific functions related to the user’s disability.

We allow the admission and stay of service animals provided they meet the following requirements:

• Certification accrediting the animal as a service animal issued by a medical authority, therapist, or authorized organization.
• Inform the need for the animal’s accompaniment during the reservation process.
• Pay an additional fee of $75.00 USD per night along with the room payment.
• Throughout the stay, the animal must wear a harness or identification clearly indicating its service condition.
• The guest is responsible for food, dishware, bed, and any other items necessary for the animal.
• Sign a limited liability form provided by the hotel.

III. Certified Companion Animals (Therapeutic Purpose Pets)

Certified companion animals are those used in assisted interventions, particularly for mental health, physical rehabilitation, or emotional support. Their admission will be permitted with valid certification issued by an authorized mental health professional and under the following conditions:

• Pay an additional fee of $75.00 USD per night along with the room payment.
• Present a recent certification from a licensed psychologist or psychiatrist.
• Inform the need for the animal’s accompaniment during the reservation process.
• Assume additional cleaning and management charges.
• Be responsible for food, dishware, bed, and other necessary items for the animal.
• In case of damages, serious disturbance, disorder, or lack of hygiene, the hotel may:
  • Request the removal of the animal and charge up to $250.00 USD for administrative costs.
  • Terminate the stay without refund and charge the full amount of the reservation.
  • Demand reimbursement for damages in accordance with Costa Rican legislation.

IV. Support Animals or Non-Certified Pets

The admission of pets or support animals without certification is strictly prohibited. In case of non-compliance, the hotel may:

• Request the immediate removal of the animal.
• Terminate the stay without refund.
• Demand reimbursement for damages in accordance with Costa Rican legislation.
• Report fraud or falsification of documents to the competent authority.

VI. Hotel Liability Disclaimer

The guest will be solely responsible for any damages caused by their animal to third parties, other guests, staff, or property. The hotel will not assume civil, criminal, or administrative liability arising from the presence of the animal.

VII. Final Provisions

This policy may be updated according to changes in national regulations or the hotel’s operational conditions. Acceptance of this policy is mandatory to complete the check-in process.

Legal Basis

• Law 7600, Articles 37 and 38: Right to have technical aids and personal assistance.
• Law 7600, Article 45: Obligation to allow assistance animals for persons with disabilities.

Payment Policy

By confirming the booking process, you authorize the hotel Arenal Springs to charge the full amount of the reservation to your credit card.

The result of the payment for your transaction will appear on your statement on behalf of Arenal Vimai SA.

Cancellation Policies

1. No charge for cancellations made 30 days or more prior to the arrival date, year-round.
2. Cancellations made between 21 and 29 days prior to arrival will incur a 50% charge.
3. Cancellations made 20 days or less prior to arrival will incur a 100% charge.
4. No refunds will be issued for early departures (Early Check-Out) or no-shows.
5. Cancellations must be received in writing via email at info@hotelarenalsprings.com and sales@hotelarenalsprings.com.

Note:
Our hotel receives its electricity supply externally from a recognized company that also provides service to the entire area. However, if an outage occurs, we have several power generators within our property to ensure hotel operations continue. Please note that generators may produce some noise in certain areas of the facilities.

Safety Policies

FOR YOUR SAFETY AND THAT OF OTHER GUESTS, WE KINDLY ASK FOR YOUR COOPERATION WITH THE FOLLOWING POLICIES:

• Room check-out time is at 12:00 noon on the departure date indicated on this registration card. Late check-out is not allowed. If the guest does not vacate the room and cannot be reached, hotel staff may remove personal belongings to clean the room and avoid inconveniencing the incoming guest.
• Your signature on this registration card is valid to verify and confirm signatures on file. Please ensure your signature on consumption receipts matches the one on this registration card.
• The hotel is exclusively for registered guests; visits or day passes are not permitted.
• No person under 18 years of age may stay in a room without being accompanied by their parents or legal guardian.
• According to Executive Decree No. 11217-MEIC, the hotel is not responsible for loss, theft, deterioration, or damage of belongings or valuables left outside the in-room safe. Arenal Springs assumes no liability for the loss of items stored in the in-room safe exceeding a value of US$500. Guests wishing to safeguard valuables exceeding this amount should contact Reception for assistance with the main safe.
• The hotel prohibits the possession and/or carrying of firearms, bladed weapons, dangerous substances, or items of illicit trade or possession. If you have any of these items, you must report and deposit them at the Reception desk for safekeeping. Dangerous or illegal items may be disposed of or handed over to the authorities. If the hotel administration detects any undeclared or unreported weapon, substance, or item of illegal possession, the hotel reserves the right to contact authorities and cancel reserved services. Any damage caused by guests to hotel property will be charged accordingly.
• The hotel does not allow pets, except for trained guide dogs or service animals with official supporting documentation.
• The hotel prohibits playing musical instruments, radios, or televisions at high volumes that disturb other guests.
• In accordance with national law, the hotel is a smoke-free establishment. Smoking inside the room will incur a US$400 recovery and cleaning charge. If you smoke in your room, this amount will be charged to your credit card at check-out. Repeated violations will result in additional charges as needed for cleaning and recovery.
• During your stay, you must wear the wristband or hotel identifier at all times. It contains your room key, which will deactivate automatically at 12:00 noon on your check-out date.
• All reservations upon registration must be guaranteed with a valid credit card kept on file as security for any incidentals. No charges will be made until the end of your stay. For security and fraud prevention, all guests must confirm their identity by presenting valid photo identification such as a passport, ID card, or driver’s license.
• Arenal Springs Hotel is privately owned and operated and therefore reserves the right of admission and service. Anyone violating hotel policies or standards may be removed from the premises without refund.
• The hotel will refuse service or evict a guest for: refusing or failing to pay upon check-in; being under the influence of alcohol, drugs, or other toxic substances; acting disorderly and disturbing other guests; violating state liquor laws; failing to properly supervise their children; or attempting to use the hotel for illegal purposes.
• The hotel strictly prohibits any disrespectful or inappropriate behavior that constitutes sexual harassment toward any staff member, especially in the Spa area. In the event of any insinuation or misconduct, the treatment will be interrupted or canceled, and 100% of the treatment cost will be charged.
• No refunds will be issued for Early Check-Out.
• I agree that Hotel Arenal Springs will not be held responsible in cases of natural disasters, fire, blockades, government orders, or any other circumstances beyond our control.