Terms & Conditions

The Preserve at Los Altos, a five star beach and spa resort located in the heart of Manuel Antonio, is excited to welcome guests from around the world. We believe Costa Rica is a magnificent country with an extraordinary natural environment and that the Costa Ricans are a warm, welcoming people with a wealth of passion and knowledge to share.

Through our efforts to preserve our resort’s natural landscape as well as our desire to connect with Manuel Antonio’s local community, we strive to create a vacation experience that is fun, relaxing, and educational for guests of all ages. In an effort to sustain a clean, safe, and all around fun and relaxing resort environment, we must rely on the responsible and thoughtful cooperation of both our guests and staff. The following are our terms and conditions:

Guest responsibility

Safety

The safety of our guests and staff is paramount at Los Altos. We pride ourselves on offering a clean, safe and fun resort environment staffed by knowledgeable, well trained, and passionate individuals who care constantly about the safety and well being of our guests. Under any and all circumstances our hope is to provide guests with a safe and secure environment.

As much as we desire to be everywhere and anywhere for our guests, we expect our guests to remain alert and safety oriented, especially in the pool area and at beach, where wet surfaces can pose a hazard.

Responsibility

Our hope at Los Altos is to create a warm, welcoming, and friendly Costa Rican home away from home. Our management and staff work tirelessly to provide clean, well-appointed accommodations, high standard, well maintained amenities, and, of course, our love, passion and knowledge for all things Manuel Antonio and Costa Rica.

Guest responsibility extends to all services, amenities and tours offered by Los Altos and its partners. These include tours, events, spa services, yoga and surf lessons, whether they are offered onsite or elsewhere.

Our concierge is available at all times to address any and all needs as they arise. Our hope is for guests to contact us as soon as an issue arises so that we may most effectively respond.

Respect for Nature

We are passionate about the natural environment that makes up The Preserve at Los Altos. We work everyday to maintain a healthy and powerful relationship with our surrounding nature and our hope is for our guests to do so as well. The beauty of our preserve is the very beauty of our resort and together we can all respect and care for this natural gift.

Our guests should always be especially cautious at the beach, which is public property. The ocean should always be respected and people should be mindful of their safety in and around the water. Further, please respect that the beach is a delicate ecosystem and refrain from throwing trash or damaging the beach in any way.

Conditions of your stay

As stated above, we want all our guests to fully enjoy their stay at our resort. We therefore ask that our guests respect others by refraining from disrespectful, harmful, dangerous or disturbing behaviors on the property.

Part of our hotel’s philosophy is to respect nature and the beauty of Costa Rica, including its flora and fauna. We’ve taken great care to surround you with lush, tropical vegetation that is native to the area and we work hard to maintain the property in top form at all times. We ask that our guests help us to keep the property looking spectacular by walking on the paths and refraining from damaging the vegetation.

Please also respect the Costa Rican wildlife from a safe distance to avoid any unintentional injury.

We reserve the right to terminate the stay of guests who are unable to or fail to comply with the terms and conditions laid out here. If such a case should arrive, the possibility of returning your payment in full or in part may be discussed with the hotel’s management.

Liability statement

In cases of accident, injury, or disruption of a guest’s stay, The Preserve at Los Altos is not liable for any costs incurred. The guest is liable for any such misfortune, whether that may occur on Los Altos’ property or at the public beach. The guest assumes all risk and incurred costs.

In addition, Los Altos reserves the right to find guests liable for damages to the resort property, including outdoor common areas or its suites. The hotel may find it necessary to apply a charge to a guest’s bill to cover the cost of repairing damage to the structures and grounds on the property.

We do not tolerate illegal behavior or substances anywhere on the property at Los Altos.

Our Commitment to your Private Information

At Cala Luna Boutique Hotel & Villas, we know your privacy is important to you, so it’s just as important to us. We are dedicated to protecting your privacy and to keeping your personal information secure. This includes your contact information and personal preferences, as well as the details of your stay and any additional information you share with us. Our Privacy Policy outlines the types of information our hotel collects, how it is used, whom we share it with, and how you can choose how we manage your information. If you are staying at our boutique hotel in beautiful Costa Rica, or conducting business with us at Cala Luna, our Privacy Policy should act as a guide for you, whether you interact with us in person, by phone, or online and by choosing to book with or work with Cala Luna, you accept the terms outlined in this Privacy Policy.

Personal Information Collected

Depending on your business with The Preserve at Los Altos, we may collect certain types of personal information from you to use in a few different ways. If you are making a reservation with us, we may require some personal contact information from you including your phone number, email address, name, gender and country of residence, as well as official government documentation such as your passport number, in order to process your booking. We will also ask for personal information for other guests who will be staying with you.

Upon check-in at our front desk, this information is retrieved by our staff and saved into our internal reservation system. Also at your time of check-in, we may ask you about personal preferences in order to make your stay at our resort more comfortable and enjoyable. This could include asking you whether you wish to participate in tours and activities, spa services or other amenities offered by our resort.

In order to confirm your reservation, we collect your credit card information via secure third-party payment providers. We also use your credit card information when you check in order to process payment for your booking. Your payment information is retained by our system for record-keeping purposes.

Collected Information

The Preserve at Los Altos is required by law to collect certain personal information from our guests to protect our resort, our staff and guests against liability, as well as for efficient record keeping. At our resort, we believe that keeping accurate records is vital to creating a solid base for our business.

Some personal details are retained in order to better personalize your stay at Los Altos. We may keep information about your preferences when you book with us so we can refer back to those details and serve you better.

How your private information is used and shared

Your privacy is very important to us. Therefore, we do not share your private information with any third party, and your details are always stored in a secure location where they cannot be tampered with by staff or the public. However, there is of course a small number of trusted staff who have access to information you provide to us at the time of booking and when you check in to our hotel.

In very few circumstances, your information may be shared with a third party for reasons relating to the hotel. For example, if you book a tour with us, we may provide the tour company with some information for the reason of their record keeping, and so they can serve you best during your activities. Also, if you are booking a wedding through Los Altos’s wedding planner, we may share some personal details with third-party suppliers in order to provide for you the best wedding experience.

We may track your purchases on the resort property, such as food and beverages ordered from our poolside lounge and restaurant. We do this to keep an accurate record of our guests’ spending in case of any disagreement about your bill when it comes time to check out.

In addition, our online booking system at thepreserveatlosaltos.com creates a cookie that tracks the data you enter into our reservation request form in order to make it easier for you to complete your booking. This cookie also helps us to see how many users access our online booking system so that we can measure interest in our website. The cookie we use does not collect personal information about you. It does not read your internet history before you logged on to our site at thepreserveatlosaltos.com and it stops tracking your browsing the minute you click away from our website.

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