CERRO PAINE OFFICIAL STATEMENT – HOTEL LAS TORRES
EARLY SEASON CLOSURE – CORONAVIRUS (COVID19)
In compliance with the decision of the Government of Chile and the National Forest Corporation (CONAF), which ordered the complete closure of the Torres del Paine National Park and the suspension of the entry of new national and foreign visitors to the parks and national reserves, Cerro Paine Reserve has been forced to close its centers located in the Torres del Paine National Park (Hotel Las Torres, Camping and Refugios Fantástico Sur), and consequently, it is totally impossible to continue providing our services.
The decision of the Government of Chile has been adopted following the guidelines of the World Health Organization, due to the growing and rapid development of the COVID-19 pandemic.
Since our first priority is the well-being and health of our guests, visitors and collaborators, the closure of Hotel Las Torres will extend for the rest of the season.
We remind all our clients who have contracted travel insurance associated with their hotel reservations , that our team will promptly deliver all the documentation required to make the national or foreign policy effective.
It is our main purpose to attend to the concerns of our clients, and we already regret the inconvenience that the adoption of this measure by the Chilean authority may cause to our visitors. As a result , despite the fact that our liability policy states that when the park is closed due to events beyond the control of Hotel Las Torres , no refund will be made for the client, we have exceptionally decided to offer our customers to use the payment for rescheduling as indicated below:
1. If the reservation had been canceled or a client could not have arrived within the period in which the park was closed as a consequence of the contingency plan COVID-19, we offer the rescheduling of the trip in the next season, respecting the price of the fee paid and also no additional charges will be made (Subject to availability).
2. Depending on the services that were contracted in the reservation, we have arranged the following additional options:
a) If it is a 3 nights All inclusive program or more , we will include Grey Navigation free of charge.
b) If it is a Bed & Breakfast reservation , we will include a half-day horseback ride according to the client’s choice.
The new date will have to be reserved in the same season (high or low) of the original reservation subject to availability.
All requests for rescheduling must be made before June 30, 2020.
To make use of any of the proposed alternatives, please contact your reservations executive directly . In case your reservation has been arranged by an external service, please contact your travel agency immediately.
Due to the large number of emails and requests that we are receiving due to the current contingency, we inform you that we may take up to 5 labor days to respond to your requests.
It is our commitment to continue monitoring the situation and meet the measures adopted by the authorities, in order to guarantee the well-being of all during this difficult period, thank you for your trust and preference.
Hotel Las Torres Team