We want every stay at Lakay Monteverde to feel effortless, from booking to check-out. This policy explains how deposits, cancellations, changes and refunds work, so you can book with confidence.
This Refund Policy applies to all reservations made directly with Lakay Monteverde through our website, by email, by phone or through WhatsApp. By confirming a booking, you agree to the terms below.
Bookings made through third-party platforms follow that platform’s own cancellation rules (see section 10).
To confirm your reservation, we require a deposit of [30%] of the total booking amount. The remaining balance is due [30 days] before your arrival date.
For bookings made less than [30 days] before arrival, full payment is required at the time of booking. Your reservation is confirmed only once we have received your payment and sent you a written confirmation.
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Information collected through cookies and similar technologies (see Cookies).
If you need to cancel, please let us know in writing as soon as possible. Refunds are based on how far in advance we receive your cancellation:
Full refund, minus any non-refundable payment processing fees.
[50%] refund of the total booking amount.
No refund, as we are usually unable to rebook the villa.
No refund for guests who do not arrive without notice.
We process your information based on your consent, to perform a booking contract with you, to meet legal obligations, or for our legitimate interest in running and improving our business.
We’re happy to help you change your dates whenever possible. Date changes requested more than [30 days] before arrival can usually be made without a fee, subject to availability and any difference in rates.
Changes requested closer to your arrival date are treated as a cancellation and new booking, and the cancellation terms above apply.
If you check out earlier than planned or arrive later than your booked date, we are unable to offer refunds for unused nights or services.
In the rare event that we must cancel your reservation, for example due to an unexpected maintenance issue or circumstances beyond our control, we will offer you a full refund of all payments made or, if you prefer, alternative dates.
Our liability is limited to the amount you have paid us for the reservation.
Monteverde is a cloud forest, and mist, rain and wind are part of its natural character. Weather conditions alone are not grounds for a refund.
However, if travel to Monteverde becomes impossible due to events beyond anyone’s control, such as natural disasters, road closures, government restrictions or similar events, we will work with you to reschedule your stay or offer a credit for future dates.
Additional services such as private chef dinners, massages, yoga or art classes and tours booked through our concierge may have their own cancellation terms.
In general, add-on services cancelled at least [48 hours] in advance can be refunded. Services cancelled with less notice, or once ingredients or third-party bookings have been arranged, may be non-refundable.
We may request a refundable security deposit of [amount] or hold a pre-authorisation on your card before arrival. This is returned within [7 days] after check-out, provided there is no damage, missing items or breach of house rules.
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To make a request, contact us using the details below. We will respond within the time required by law. If you are not satisfied with our response, you may contact Costa Rica’s data protection agency, PRODHAB, or the data protection authority in your country.
If you booked through a third-party platform such as Airbnb or Booking.com, that platform’s cancellation and refund policy applies. Please contact the platform directly to manage your booking or request a refund.
Approved refunds are issued to the original payment method within [10 business days] of approval. Depending on your bank or card provider, it may take additional time for the funds to appear in your account.
We are not responsible for bank fees, currency conversion differences or exchange rate changes.
We strongly recommend purchasing travel insurance that covers trip cancellation, travel delays, medical emergencies and lost belongings. Insurance can protect you in situations that fall outside this Refund Policy.
If you have a question about a booking, a cancellation or a refund, our team is happy to help.
Booking Questions
Reach out by email or phone and our team will get back to you as soon as possible.
