Returns & FAQ
Everything you need to know about your stay, policies, and reservations.
Returns & Refund Policy
As a luxury hospitality provider, our "returns" policy is strictly governed by our cancellation and refund procedures. We highly recommend reviewing these terms before confirming your reservation to ensure a seamless experience.
Room Reservations
Refunds for room deposits and pre-paid rates are subject to the timeframe in which the cancellation request is received:
Standard Cancellations: If you cancel your reservation at least 14 days prior to your scheduled check-in date, you will receive a 100% refund of your initial deposit. The refund will be issued to the original credit card used for booking within 7-10 business days.
Late Cancellations & No-Shows: Cancellations made less than 14 days prior to arrival are entirely non-refundable. In the event of a no-show or an early departure, you will be held responsible for the total cost of the originally booked stay.
Spa & Wellness Appointments
We require a minimum of 24 hours' notice to cancel or reschedule spa treatments. Cancellations made with less than 24 hours' notice, or failure to arrive for your appointment, will result in a 100% cancellation fee charged to your room account or the credit card on file.
Force Majeure & Exceptional Circumstances
In the event of unforeseen circumstances that make it impossible to reach the resort (e.g., severe natural disasters, global travel restrictions, or extreme weather conditions resulting in closed access roads to Patagonia), Patagonia Haven Resort & Spa will review refund requests on a case-by-case basis. In most instances, guests will be offered a booking credit valid for 18 months rather than a direct financial return.
Frequently Asked Questions
What are the check-in and check-out times?
Check-in begins at 3:00 PM local time, and check-out is required by 11:00 AM. If you plan to arrive earlier or need a late check-out, please contact our concierge team. Early check-in and late check-out are subject to availability and may incur an additional fee.
How do I travel to the resort?
Patagonia Haven Resort & Spa is located near the Torres del Paine National Park area. Most guests fly into Presidente Carlos Ibáñez del Campo International Airport (PUQ) in Punta Arenas or Teniente Julio Gallardo Airport (PNT) in Puerto Natales. We offer premium private helicopter or luxury SUV transfers from the airport to the resort upon request. Please contact our concierge to arrange your transportation.
Is there an age restriction at the resort?
We welcome guests of all ages to enjoy the majestic nature of Patagonia. However, the lead guest making the reservation must be at least 18 years old. Please note that access to our Private Casino Lounge and certain evening entertainment areas is strictly restricted to adults aged 18 and older. Valid ID will be required.
Can you accommodate special dietary restrictions?
Absolutely. Our executive chef and culinary team are highly experienced in accommodating various dietary needs, including vegan, vegetarian, gluten-free, and specific allergy requirements. We request that you inform us of your dietary preferences at the time of booking so we can prepare a personalized dining experience for you.
Are pets allowed on the property?
To preserve the pristine environment, local wildlife, and the comfort of all our guests, pets are not permitted at the resort. We only allow certified service animals in accordance with applicable laws. Please inform us in advance if you are traveling with a certified service animal.
Do I need to book spa treatments or restaurant tables in advance?
Yes, we strongly recommend booking spa rituals, private guided tours, and dinner tables at our fine dining restaurant well in advance of your arrival. Our facilities are highly exclusive, and advance reservations ensure we can accommodate your preferred schedule.
Is there a dress code for the restaurant or casino lounge?
During the day, smart-casual and comfortable outdoor attire is perfectly acceptable across the resort. In the evening, our fine dining restaurant and the Private Casino Lounge enforce a "smart elegant" dress code. We kindly ask guests to refrain from wearing sportswear, flip-flops, or hiking gear in these areas after 6:00 PM.