Policies and Terms of Operation

Below, you will find the most relevant aspects of our operating policy and terms of use and contracting, basically contained in the items of: Reservations and, Operation and Schedules

In general terms, we look for that the experience of all our visitors, collaborators and suppliers is positive, of learning, rest and entertainment, through a collaborative and respectful working relationship, and the provision of a transparent and fair service, which leaves a virtuous circle of relationship between all parties; and where our website and social networks are the nexus of information and communication, effective and truthful to know us and specify your stay.

For this it is important that our guests have an appropriate behavior within the establishment, taking all the sanitary safeguards necessary today, taking care of the infrastructure, furniture, and especially the environment of the hotel and the entire archipelago that welcomes us. Therefore, it is forbidden to disturb the order, make noises that disturb or bother other guests, as well as use the room to perform any act or game prohibited by law.

We want you not only to enjoy, but to return home satisfied and happy, and with the conviction of wanting to return.

1.- HOTEL BACKGROUND:

  • Name: Hotel & Cellar Estancia Rilan
  • Business Name: Rodrigo Riquelme Jimémez e Hijo Limitada
  • R.U.T: 76.923.896-4
  • Address: La Estancias Lote B1, Castro, Región de Los Lagos, Chile
  • Telephone contact: +56 9 92 92 88 99
  • Email: reservas@estatanciarilan.cl and contacto@estanciarilan.cl
  • Social networks: @stanciarilan
  • Legal representatives :

1.-Rodrigo Riquelme Jimenez, R.U.T: 11845.478-2

2.-Monica Hidalgo  Landeros, R:U:T;: 12.523.627-8

2.- RESERVATION AND PAYMENT METHODS:

Your reservation request is confirmed after we validate the data entered, in consistency with the Terms and Conditions of the hotel, and once the payment has been made for 50% of the reservation, the latter has a maximum period of 48 hours for its execution. The payment methods are detailed below.

  • Bank credit card, entering all the card data in the respective section at the ti entering your reservation on the web, charge that we will make once your request has been reviewed by the method post “check in” or sending the like the Web Pay, then the reservation is confirmed.
  • Bank transfer to the hotel’s current account (the payment must be charged by the bank for recognition as paid). Although this option does not appear on the website explicitly since it is a requirement to enter the credit card data that will support the reservation, it is enough that you send us an email, or that you respond to the one that we will send you, informing that you want to cancel by bank   transfer. The data to be transferred are:
  •  Name: Hotel & Cava Estancia Rilán
  •  RUT: 76.923.896-4
  •  Bank: Bci
  •  Current Account CLP (pesos chilenos) number: 21862991
  •  Current Account USD (dollar americano) number: 19649525
  •  Mail: reservas@estanciarilan.cl
  • Throug WEBPAY. To do this, write to us requesting this option and indicating your Nro. of reservation request to: “reservas@estanciarilan.cl’. The payment link is:

https://www.webpay.cl/portalpagodirecto/pages/institucion.jsf?idEstablecimiento=99943138

3.- SCHEDULES:

• Check In (room access): from 14:00 to 22:00 hrs. If you arrive earlier we will have your luggage, and whether you start your stay with any of the excursions or panoramas available in the area, or enjoy a coffee or a welcome drink, we will assist you from the first moment.

• Check Out (hotel guests retreat): from 08:30 to 12:00 hrs. Please inform you of your departure at least half an hour in advance, so that the hotel staff can help you with your luggage, as well as check the room and prepare your account for your compliance and payment. So you can cancel and retire without setbacks in your programming, and get to enjoy a last coffee or say goodbye to this beautiful landscape to which we hope you return soon.

• Breakfast: 08:30-11:00 (in case of excursions that request it begins at 07:30- in high peak)

• Dinner: since 20:00 until 21:00 (slow peak) and 20:30 until 21:30 high peak. Then you can enjoy of the bar until 24:00 (we do not offer room service).

4.- RATES:

• The rooms have a maximum capacity of 2 guests, in double format (one king size bed 200 cm long x 180 cm wide) or double twin  (two single beds each 200 cm long x 90 cm wide).  

• Additional Bed: does not apply, the maximum capacity of the rooms is two people.

• All rooms are the same in terms of footage, decoration, services and location (same view towards the Lemuy Canal). The main difference is that four of them are located on the first floor, and the other four rooms on the second floor which is accessed via stairs.

• Minimum stay: two nights

• Currently, all rooms have the same rate, according to season or promotions that are reported by our website and / or social networks, and consider breakfast.

• Our hotel is mainly aimed at adults, so our facilities do not have entertainment and spaces designed for children. In case of visiting us  with minors, the minimum age is 15 years (consider that the rooms are independent and do not connect with each other).

• The reservation materializes once the data entered has been validated, in consistency with the Terms and Conditions of the hotel (dates, number of guests, age children, etc.) and once the payment has been made for 50% of the reservation, the latter has a maximum term of 48 hours for its execution.

• Rates in CLP ($) consider Value Added Tax (VAT)

• Rates in USD exempt from tax (VAT), apply only for:

  1.- Foreigners (not resident in the country) who prove their status by means of a passport

  2.- Foreigners with consecutive stay in the country of less than 60 days

  3.- Payment in foreign currency (cash: only banknotes in good use after review, bank transfer or bank credit cards)

• If the guest, not a foreigner, wishes to cancel in CLP ($), 19% tax (VAT) will be applied to the rate in USD reported and the Observed Exchange Rate ($/USD) in force and informed on the date of payment will be used for conversion.

• The room for one guest, has a rate that corresponds to the rate reported according to season/date, less an adjustment (subtracted) of USD 13 per night.

• Next they indicate Rack Rates 2023-2024 in dollars (USD). Check out in our Web Page the current rates in Booking there for we always are treating given the best price, as promotions and discounts that can you find on social network. Remember that the best price always will be get up in a direct way by quoting on our web or connecting up by a telephone way, WSP or e-mail.

Season2023 USD2024 USD
HIGT December 15 up to 31 + January to MarchNot apply440  
OFF – SEASON Since APRIL 15 up to December300370

• The following additional services, operated through providers independent of the hotel, must necessarily be canceled directly to the operator that grants them, these are:

1.- Airport transport (Mocopulli and El Tepual)

2.- Walks and activities outside the hotel

• Damage or loss of the items detailed in the inventory of each room, as well as damage to the rooms, equipment and infrastructure of the hotel, originated by the guest (s), will be charged to the total account to be canceled, prior communication to the guest.

• If after check out (departure of the guest) charges not made for consumption not registered or reported are detected, as well as losses or damage to hotel items and equipment (sheets, down, foot, crockery, minibar consumption, etc.); the hotel is entitled to make its charge, up to 90 days later, through the option “late charge” on the credit card informed by the guest at the time of booking on the web. The above will be previously informed to the guest via email or telephone.

• Loss or misplacement of personal effects of guests, will not be assumed by the hotel, considering that they have a safe with digital key to be defined by the guest, and the room has a key lock (a copy is given to the guest to facilitate their movement since the hotel does not have a reception or frontman) besides if a situation of this type occurs, it must be reported immediately to the administration to provide the support that the guest requires and take the necessary measures.

• Early Check In: ​​free of charge if there is room availability. If there is no availability of the room, the luggage of the guests who we receive in the main hall is received while we have their room.

• Late Check Out: 30% rate for a two-hour extension (2:00 p.m.) and 60% rate for a 6-hour extension (6:00 p.m.).

• No Show Policy: payment applies for 100% of all the nights of the reservation.

5.- CANCELLATION POLICY:

  • 100% reservation refund (which is without effect), when the cancellation is formalized by email to reservas@estanciarilan.cl, at least 12 days before the arrival date (check in).
  • 50% of the value canceled as a reservation, when the cancellation is informed by email to reservas@estanciarilan.cl, between 11 and 4 days before the arrival date (check in).
  • If the cancellation is informed by email to reservas@estanciarilan.cl 3 or less days in advance, a surcharge of 100% is applied to the canceled reservation, not proceeding to its refund. 

6.- BREAKFAST:

  • The canceled rate considers the breakfast service, which is available at the table in the main room where the restaurant operates (it is not allowed to bring things from the dining room for consumption in the room).
  • Hours: 08:30 – 11:00 (in case of excursions that require it, it operates from 07:30).

7.- RESTAURANT:

  • Rucalaf is a renowned restaurant in the region, with years of experience led by chef Claudio Monje. Its proposal is complemented by our wide range of  wines, sparkling beers and liquors (through our cellar and bar).
  • The prices of the dinner service depend on the menu that is published daily.
  • The hotel does not provide lunch service on a regular basis, except for groups that contract the full board system.
  • Please note that the restaurant is only available for hotel guests.
  • Therefore, it is important that you book your dinner in advance (same day maximum 15:30 hrs)
  • Schedule Dinner: from 08:00 p.m. to 09:00 p.m. (low season) and 8:30 p.m. to 9:30 p.m. high season. Then you can enjoy the bar and tables until 12:00 p.m.
  • We do not offer room service.

8.- TOILET:

  • Our maid will be responsible for the cleaning and disinfection of room and bathroom, as well as the replacement of hygienic services. If you need any extra service in this regard (for example, laundry service) let us know so we can solve it.
  • The change of towels is every 3 days and sheets every 5 days, unless the cleaning staff considers it necessary to do it before, or you request it. In this sense, it seems important to us to reinforce the care of water as everyone’s responsibility.
  • In our concern to take care of the environment, we have provided soap, shampoo, conditioning We have eight rooms in total, all the same, not connected to each other, of approximately 30 m2.
  • We have televisions (smartTV) in the rooms, which you can operate through a Wi-Fi network (the quality and continuity of the signal depends exclusively on the provider).and glass. In our hotel we recycle grey water for irrigation, so we will thank you for privileges its use.
  • Please note that the rooms are non-smoking. You can only smoke outdoors, where there are ashtrays to leave cigarette butts (do not remove to the floor).
  • It is not allow to take food to the rooms.

9.- ROOMS:

• We have eight rooms in total, all the same, not connected to each other, of approximately 30 m2.

• We have televisions (smartTV) in the rooms, which you can operate through a Wi-Fi network (the quality and continuity of the signal depends exclusively on the provider).

• In the same way you can connect to the internet (in the rooms) and commons areas in the hotel.

• The heating system of the rooms is through electric convectors.

• In the minibar you have drinks, water, and some snacks (price list in folder).

• We are interested in everyone enjoying and resting, so we ask you to collaborate in the application of the regulations set forth herein, as well as in the use of common spaces (especially due to noise). Every room has electric tower dryer,

• All the information you need to know to operate the heating, TV, safe, minibar price list, etc; It will always be available in a folder in the room, in addition to contacting our staff (it is important to clarify that there is no reception or frontman).

10.- PARKING:

  • Ample parking, with capacity for guests and guests, illuminated with solar spotlights.
  • It also has a parking lot for people with reduced mobility.
  • The access gate is sliding and works by electric motor, giving each guest a remote control for easy access.
  • If the remote control is lost or damaged by the guest during their stay, at the time of check out and full payment of their account, a charge will be applied for replacement of said element of USD 20.-

11.- ACCESS GUESTS WITH REDUCED MOBILITY:

  • The hotel complies with the universal accessibility standard, therefore, common areas (1st floor), bathroom restaurant and room access allow the movement of people with reduced mobility.
  • In the rooms the guest with reduced mobility will require support from a third party, especially in the use of the bathroom and shower (the latter has a support bar).
  • We are very happy because we have implemented small trails so that everyone can enjoy this beautiful nature. For this we are installing wooden handrails, ramps and some small bridges, which facilitate the journey, especially for the elderly and those who have some physical or visual difficulty.

12.- OTHERS:

  • Pets are not allowed. Although we adore them, we do not have the infrastructure for their care and well-being, in coexistence with the tranquility and well-being of the guests.
  • There is no reception or frontman (what you require you request it to the available staff, or communicating to the cell phone number indicated in each room).
  • The hotel does not have direct access to the beach shore (accessed by rural road for public use, approximately 5-10 minutes by car).
  • The hotel does not have hot tubs, swimming pool or SPA, not gym.
  • The hotel has a SERNATUR seal.

THANK YOU FOR YOUR INTEREST IN KNOWING US, TELL US ABOUT YOUR EXPERIENCE DIRECTLY, AND ESPECIALLY THROUGH WWW.TRIPADVISOR.CL