Explore the Villa Alejandro Boutique Hotel Collection

Terms and Conditions — Villa Alejandro Boutique Hotel Collection

Check-in and Check-out Policies

• Check-in: from 3:00 PM. Check-in is contactless: complete the online registration (documents and signature) in advance – ideally a few days before arrival. You will receive your access code on the day of arrival and can check in at any time, even late at night. Online registration must be completed by 10:00 PM on the day of arrival. If it is not completed by then, check-in is only possible the following day, without refund for the missed night. Our reception team is available from 8:00 AM to 11:00 PM.
• Check-out: 11:00 AM
• Late check-out until 12:00 PM or 1:00 PM: USD 25
• If you arrive before 3:00 PM, you may leave your luggage at the property from 8:00 AM.

Booking Conditions

Website bookings: Reservations made through the website require a 50% deposit at the time of booking. The remaining 50% balance must be paid at check-in. Reservations through the website can only be made by the guest themselves (this means that dates, type of accommodation, number of guests, and payment method are the booker’s responsibility).

Accepted payment methods: credit card (Visa or Mastercard), bank transfer (Banco General), or PayPal.

Last-minute offers: Last-minute offers are available only on the day of arrival and require 100% payment to confirm the reservation.

Cancellation Policy

Flexible Rate: Free cancellation up to 3 days before arrival. The 50% deposit will be refunded in full. For example: for a Friday arrival, you may cancel free of charge until the end of Tuesday. If the reservation is cancelled within 3 days prior to arrival, the 50% deposit will not be refunded.

Non-Refundable Rate: This rate is non-refundable under any circumstances, including cancellations, no-shows, or early departures.

No-show: If the guest does not arrive on the scheduled arrival date, the reservation will be considered cancelled without refund.

Early departure: In case of early departure by the guest, no refunds will be issued for unused nights.

Force majeure: In case of force majeure events (natural disasters, civil unrest, government orders), Villa Alejandro will offer the option to reschedule the reservation (future credit), but will not be obligated to issue refunds.

Refunds

Refunds will be processed to the original payment method.

PayPal refunds: A 5% deduction will be applied to the refunded amount, corresponding to the payment processor’s transaction fees, which Villa Alejandro does not recover on refunds.

Credit card refunds: A 3% deduction will be applied to the refunded amount, corresponding to the payment processor’s transaction fees.

International refunds via bank transfer: Available only for bank accounts within Panama. For refunds outside Panama, the refund will be processed via PayPal, subject to PayPal’s terms and conditions.

Processing time: Refunds may take up to 2 weeks to become effective.

Discount Policy

The best price guarantee is a promotional price and does not apply to additional discounts. Discounts for retirees, pensioners, or persons with disabilities apply to the rack rate per night. Please ask about your discount when requesting a quotation or before making payment.

Number of Guests

The reservation is valid only for the number of guests specified in the booking. Additional unregistered guests are not permitted. The presence of unregistered guests may result in additional charges or cancellation of the reservation without refund.

Visitors

All visitors must be registered with reception before entering the property. Visitors are not permitted after 10:00 PM.

Children, Additional Guests and Extra Beds

1. Children and registration. All guests must be registered, including babies. One child under 14 on arrival stays free per unit. Everyone else, including additional children and babies of any age, counts as a paying guest at the standard guest rate. The free child’s age must be verified at check-in with a government ID or passport; otherwise, the child counts as a paying guest.

2. Guest rates. For pricing, each existing bed covers two guests. The accommodation rate is based on the number of paying guests within that capacity. Each paying guest beyond it adds USD 21.45 per person per night, including the extra bed. This charge applies per person, even when guests share the extra bed.

3. Extra beds. An extra inflatable bed costs USD 21.45 per bed per night, regardless of who uses it, including the free child. No separate bed fee applies when that bed is already included in an additional-guest charge.

4. Availability and limits. A maximum of one extra bed may be provided per unit, subject to space and availability. The total number of guests and any extra bed must be confirmed by reception before arrival. At least one adult must stay in each unit. Inflatable beds are not suitable for infants.

All stated charges include 10% ITBMS. These rules apply separately to each booked unit.

Best-price guarantee. Found the same room cheaper on another website within 24 hours of booking with us? Send us a screenshot by WhatsApp or email and we will refund the difference. Conditions: same hotel, room, dates, number of guests and cancellation terms; only prices anyone can book (no member, app-only or coupon prices); taxes and fees included on both sides. Our web rate is a promotional rate and is not combinable with other discounts or promotions.

House Rules

All Villa Alejandro hotels offer a relaxed and intimate environment with the following rules:

• No shoes are permitted inside the accommodation. Slippers are provided.
• No parties or events are allowed.
• Please respect quiet hours between 10:00 PM and 8:00 AM
• Smoking and vaping are not permitted anywhere on the property, indoors or outdoors. This includes marijuana. Violations will result in a USD 150 fee.
• Pets are not allowed under any circumstances. We do not make exceptions.
• Candles, barbecues and any kind of open flame are not permitted in or around the accommodations, for insurance reasons.
• No speakers of any kind outdoors or in shared areas – music with headphones only.

Villa Alejandro reserves the right to refuse service or require guests to leave the property if house rules are violated, without refund.

Damage to Property

The guest is responsible for any damage caused to the property, furniture, equipment, or facilities during their stay. Damages will be charged to the card on file or invoiced separately.

Towels and Bathrobes

Missing towels or bathrobes, or items soiled beyond cleaning (for example by make-up or hair dye), will be charged at their current retail replacement value.

Valuables

Villa Alejandro is not responsible for money, jewelry, electronics or other valuables left unattended anywhere on the property, including rooms, shared areas, pools, social areas and jacuzzis.

Alcohol and Drugs

Alcohol may be enjoyed in moderation. Guests who are visibly intoxicated may be asked to return to their room. The use, possession or sale of illegal drugs, including marijuana, anywhere on the property is strictly prohibited and will be reported to the authorities. Villa Alejandro will remove any guest who violates this rule from the property immediately, without refund.

Liability for Use of Facilities

Use of hotel facilities (pools, jacuzzis, terraces, common areas, trails, and grounds) is at the guest’s own risk. Villa Alejandro is not responsible for injuries or accidents caused by guest negligence or improper use of facilities.

Stairs, Paths and Wet Surfaces

Our properties may include stairs, steps, raised thresholds, paths and outdoor areas that can be uneven and become slippery, especially when wet from rain or at night. Please watch your step at all times. Guests use all stairs, steps, paths and outdoor areas at their own risk. Villa Alejandro is not responsible for falls or injuries resulting from inattention or failure to take appropriate care.

Parking Policy

Parking is at your own risk. Villa Alejandro, S.A. and/or management are not responsible for loss, theft, or damage to the vehicle, its accessories, or personal belongings, whether caused by third parties or natural events.

WhatsApp Communication

Villa Alejandro uses WhatsApp as the primary communication channel with guests. By providing your phone number during the booking process, you agree to receive WhatsApp messages from our reception team. Our WhatsApp line is for text messages only; voice calls cannot be answered. You can also contact us via Instagram, Facebook, email or the messaging system of the booking platform you booked through.

Purpose: We will contact you via WhatsApp to confirm your reservation, send check-in instructions, coordinate payments or additional services (tours, transfers, laundry), and answer questions during your stay.

Privacy: Your phone number will not be shared with third parties for promotional or marketing purposes.

If you prefer not to receive messages: Contact reception at any time to indicate your preference, or block our number directly through WhatsApp.

Netflix

Televisions are provided with the property’s own Netflix account. Please use only this account and do not sign in with your personal Netflix account.

Laundry Policy

By requesting the laundry service provided by Villa Alejandro, the guest agrees to the following terms:

1. Garment reception and inspection: Garments delivered in bulk will not be individually inspected upon reception. Only items received and listed individually will be visually examined, with any special condition or pre-existing damage noted.

2. Limitation of liability: Villa Alejandro is not responsible for:

• Items, documents, or valuables left in garment pockets or seams
• Damage to garments that lack clear care labels, contain incorrect washing instructions, or are incompatible with standard cleaning processes
• Deterioration of linings, interlinings, padding, appliqués, buttons, or other hidden parts not visible at the time of reception
• Insoluble stains or stains not visible during the initial inspection (residues from perfumes, deodorants, acids, or perspiration)
• Loss of color, texture, or shape, especially in delicate textiles
• Garments left unclaimed for more than 3 days from the scheduled delivery date may be donated or discarded without liability

3. Service delivery:

• No partial returns; garments will only be delivered in full
• Guests must present the laundry receipt to collect their clothes
• If specific garments cannot be properly processed with the available equipment, Villa Alejandro reserves the right to decline the service to ensure quality and safety

Special Terms for Natura Lodge: Shared Facilities and Property

These terms apply only to stays at Natura Lodge by Villa Alejandro, in addition to the general terms above, which apply in full.

Social area. The lounge chairs, sofas and hammocks are open to guests at any time. During quiet hours (10:00 p.m. – 8:00 a.m.) please keep voices low and play no music, so that other guests and our neighbors are not disturbed. Please keep the area clean, use the designated trash receptacles and do not remove furniture from the social area.

Fire pit (from nightfall, around 7:00 p.m., until 9:00 p.m.). The fire pit is operated by our staff only. Guests may not turn it on or off or adjust its controls. Do not throw trash, food or other objects into the fire pit, do not place flammable items near the fire, and do not move, tamper with or alter any fire pit components. No running or rough play around the fire pit. Children must never touch the fire pit controls. While the fire pit is lit, children must be accompanied by an adult at all times. Parents and guardians are responsible for supervising their children and are liable for any damage or injury caused by them. The fire pit is an outdoor gas feature and may not be lit in rain, strong wind or when the area is wet. Its operation is not guaranteed and is not part of the accommodation rate; no refund or compensation is given if it is unavailable.

Jacuzzi (8:00 a.m. – 9:00 p.m.). Maximum use 30 minutes per session; maximum capacity 5 guests. The jacuzzi is kept covered when not in use; guests who remove the cover must put it back on after use. Please shower before entering. No food, beverages or glass in or around the jacuzzi, and do not enter wearing creams, oils or lotions. Do not enter with open wounds or contagious illnesses. Do not tamper with controls, equipment or components. Children must be accompanied and supervised by an adult at all times; no running, jumping or rough play. Pregnant women and guests with medical conditions should consult their physician before use. Use of the jacuzzi is at each guest’s own risk; never use it alone or under the influence of alcohol or drugs. Swimwear is required; nudity and sexual activity are strictly prohibited.

Conduct in the social area and jacuzzi. The social area, fire pit and jacuzzi are shared family spaces used by all guests, including children. Sexual activity, nudity and sexually explicit behavior are strictly prohibited there at all times. Guests who are visibly intoxicated may not use the jacuzzi or the fire pit. Any guest who violates this rule will be removed from the property immediately, without refund.

Steps, stairs, thresholds and terrain. Natura Lodge is built on a hillside with natural terrain. All casitas have steps: outside steps at every entrance, a raised door threshold at every door, and interior stairs in the two-level casitas. Paths, decks and outdoor areas may be uneven and slippery, especially at night and when surfaces are wet. The social deck is elevated above a steep slope: climbing, sitting or leaning on the railings is prohibited, children must not run on the deck, and parents and guardians are responsible for supervising them at all times. Please watch your step at all times. Guests use all steps, stairs, thresholds, paths and outdoor areas at their own risk. Villa Alejandro is not responsible for falls or injuries resulting from inattention or failure to follow these instructions.

Liability and compliance. Use of the social area, fire pit and jacuzzi is at each guest’s own risk. Villa Alejandro is not responsible for accidents, injuries or damage resulting from misuse or failure to comply with these rules. Guests are responsible for any damage caused by misuse of the area, furniture or equipment. Failure to comply may result in suspension of access to these facilities or removal from the property without refund. The complete rules are posted on site and provided by reception at check-in.

Special Terms for Río Verde: River Area

These terms apply only to stays at Río Verde by Villa Alejandro, in addition to the general terms above. Access to and stay within the river area are at the sole risk and responsibility of each guest or visitor. Villa Alejandro is not liable for accidents, injuries, losses or damage arising from entering or using the river. Children may enter the river area only when accompanied by an adult, who is fully responsible for their safety and supervision. Caution is advised at all times, especially during the rainy season or when currents are strong.

Special Terms for Villa Alejandro, The Residence and Casa Mate: Lobby and Shared Areas

These terms apply only to stays at these properties, in addition to the general terms above. The lobby, social room and shared terrace are open to all guests of the property at any time. During quiet hours (10:00 p.m. – 8:00 a.m.) please keep voices low. No music in these areas – headphones only. Please keep the areas clean and do not remove furniture. They are shared family spaces used by all guests, including children: sexual activity, nudity and sexually explicit behavior are strictly prohibited there at all times.