# Reservation policies — Tree House Lodge

> Two short rules: 25% holds your dates, 75% is due fifteen days before you arrive. The rest is here in detail. The full bilingual PDF at the bottom of the page is an older printed edition — where its figures differ, this page is the current policy.

## Payment

- **25%** of the total is due at the time of booking to confirm your reservation.
- **75%** balance is due **15 days before** check-in.

## Cancellation (standard dates)

- Cancelled **16 or more days** before check-in: the 25% deposit is refunded, minus a **10% administration fee**.
- If cancelled more than 15 days before check-in, the remaining 75% has not yet been charged.
- Reservations cancelled **15 days or less** before check-in are non-refundable.
- No-shows receive no refund.

## Cancellation — Christmas + Easter peak

Applies to bookings inside **20 December – 5 January** and Holy Week.

- The 25% deposit is non-refundable.
- The remaining 75% is charged **30 days** before check-in (not 15 like standard).
- Cancellations 29–15 days before check-in: **40%** of the total refunded.
- Cancellations 14 days or less before check-in: no refund.
- No-shows receive no refund.

## Discounted rates

**All discounted rates are non-refundable.** If you book a promotional or seasonal rate, the cancellation policy above does not apply — the full amount is non-refundable on cancellation.

## Reservation agreement

The villa is reserved *specifically* for you. The booking is your financial responsibility.

- We cannot be held responsible for late arrivals (including flight delays) or earlier-than-planned arrivals.
- We are not responsible for changes of plan or weather on the day. If your plans change because of circumstances outside our control, you remain responsible for the booking.

## Check-in / check-out

- **Check-in:** after 2pm. Late check-in after **9pm** incurs a **$50** charge.
- **Check-out:** by 11am. Departing after **12pm** incurs a **$100** charge.

## Rebooking vouchers (COVID-era policy, still honoured)

- You can reorganise your booking up to **15 days** before arrival when there's a demonstrable justification. Email stay@treehouselodge.com to request the voucher.
- The voucher is worth the amount you've already paid into the booking (deposit, or full amount if already paid in full).
- Vouchers are valid for **12 months** from the date of your original booking. Personal, non-transferable, not redeemable for cash.
- You can use the voucher against any of our houses — not just the one you originally booked. Final house is subject to availability, season, and rate.
- Higher rate? You pay the difference. Lower rate? We make up the value with yoga classes or a relaxing massage (no cash refund).
- Once the voucher is redeemed for a new booking, the standard policies above apply to that booking. Unused vouchers expire after 12 months.

## Full document

The complete bilingual document (English + Spanish): [Legacy signed terms (PDF — where they differ, the terms above apply)](https://treehouselodge.hubel.dev/factsheets/policies.pdf)