Hotel Policies

CANCELLATION POLICY

As a small business, we have a strict cancelation policy.  If canceled or modified up to 30 days before the date of arrival, 50 percent of the total price of the reservation will be charged. If canceled or modified later or in case of no-show, the total price of the reservation will be charged. No refunds are offered for early departures. 
TERMS AND CONDITIONS
Please read our Terms and Conditions carefully prior to making any booking via this website. The Sirena Serena Hotel guarantees to provide the lowest room rate available on www.sirenaserena.com.  By making a booking via this website, you confirm you accept these Terms and Conditions.  
RESERVATIONS
Bookings can be made Online, by Email (reservations@sirenaserena.com), By the Phone (+506 4033-8763). You agree that you may only make reservations for yourself and your invited guests, and you must not make reservations for the purpose of reselling, posting, advertising or marketing reservation information through third-party websites or other means, or any false, fraudulent or speculative reservations. We cannot accept a booking made by housing associations. If you, or through any third party or agency, need to book on behalf of one or more proposed guests, you must make the reservation directly through our reception.  Change of guest name of any reservation is not allowed unless there are any special circumstances deemed acceptable by our booking team. The hotel has the right to reject any guest from checking-in if the guest’s name is different from the name as stated on the reservation.  We reserve the right to cancel or modify the reservation you made in its sole discretion without notice if it appears that any reservation has been made in breach of the above terms or involve any abuse of the reservation service. The rates include taxes.  Please contact us in advance to make requests about specific rooms via reservations@sirenaserena.com We make every effort to accommodate you in the room of your choice, however, if for some exceptional reason it was not possible we will rebook you in a similar room and you will not be charged the difference in price. This does not apply to changes made at your request.
TAXES
All reservations are subject to 13% sales tax by law
HOURS
We have reception/concierge available from 9 am – 6 pm. (This can differ for Estate bookings)
GROUP BOOKINGS
Groups consist of 6 people or more. If you have booked a group and haven’t contacted us yet, please send us an email to reservations@sirenaserena.com to find out more about estate bookings, what’s included and what’s not included. We also have special rates for transfers and tours for large groups so please inquire. Special terms and conditions apply to groups, please contact us directly. We do allow events for large groups. Please contact us for more details and be sure to advise us prior to the event.  We are NOT adults only. We accommodate children of all ages. 13+ is considered adult pricing ($20) . Children 3- 11 pay $10 per night and Children 2 and under are free. Please note that bookings cannot be accepted for guests under the age of 18 unless they are accompanied by an adult.   Prices differentiations for Estate bookings. 

PAYMENT
50% deposit is required at the time of the booking for any reservation made through our website or directly with our reservation team. See Cancellation conditions for a refund of this deposit. Balance has to be paid immediately when checking in at the hotel. We accept cash (USD or Colones), most credit cards and debit cards. We accept American Express.  When checking in you will be asked to provide us with a credit card number as a caution for any damage that may be caused during your stay.  Prior to arrival, we can charge on your demand your credit card with the full amount for your reservation. A request has to be sent by email. If you intend to pay for someone’s stay and will not be checking-in to show the payment card, a request has to be sent by email via reservations@sirenaserena.com
CHECK-IN & CHECK OUT
You can check-in from 2 pm and check-out is at 11 am. If you arrive earlier, you are welcome to leave your luggage in our storage room. Our receptionist will be there with a smile, local knowledge and some tips on where to get your best typical Costa Rican meal and to help plan your next adventure tour. If you arrive after 6 pm , no worries, our Security guard is there to greet you and show you to your room. We ask you to stop by the reception in the morning to complete the full check-in process.  Let us know if you plan to arrive after midnight so we do not cancel your booking.  Please do not forget to pack your ID! Make sure to bring valid identification with you, preferably a passport, government-issued National Identity card, residence permit, military ID or driving license. We are unable to check anyone in without this, so make sure to pack your ID! You might need it for certain tours as well 😉 Students cards and security badges are not accepted. 
Late check-out –  Late check out is subject to availability. Please check with reception at check-in to see if this is possible.  If you wish to stay longer additional fees may apply. Room key –  You’ll be given a key when you check-in which gives you access to both the hotel and your room. If you lose your key card, you’ll be asked for a $20 replacement fee– so please keep it safe!   Any keys not returned at the end of your stay are subject to a charge of $20.
CHANGES & CANCELLATION CONDITIONS 
(Special Terms and Conditions apply to a group booking) – A change can be made to your reservation up to 24 hours after booking. If you need to change the dates of your booking contact our reservation team via reservations@sirenaserena.com or directly on +506 4033-8763. Changes of dates are subject to availability and rate differences may apply. If you book via another website, the changes before arrival may have to be done directly with the agent. All cancellations can only be made by email directly to reservations@sirenaserena.com. Refunds will be made by the same method the payments were made and to the specific card used at the time of the booking.   No Show If you fail to arrive for your stay, you will be charged according to our cancellation policy. 
PROPERTY RULES
Sirena Serena is 100% smoke-free. Smoking is not permitted in any part of the property. Should it be brought to our attention smoking has taken place, a cleaning fee of $200 will be assessed. Guests will be asked to leave the premises immediately. A refund will not be issued. Customers are required to conduct themselves in a reasonable and responsible manner and must not act in any way which may disturb other guests.  Failure to adhere to this requirement may result in customers being asked to leave the hotel in which event all additional charges shall become immediately payable by the customers. Any guest(s) who, in the opinion of our staff, compromise the comfort, safety or security of other guests, staff or local residents will be asked to leave the hostel premises. Guests are expected to respect other guests as well as staff and property. The customer will be responsible for any loss or damage caused by the hotel. Non-registered guests will not be allowed onto the property. 
PERSONAL PROPERTY & SECURITY 
Each room has a small safe for valuables. It is a guest’s responsibility to ensure that personal belongings are secure at all times. Sirena Serena Boutique Hotel accepts no liability for the loss, theft or damage to guests’ property, however, sustained or caused. We strongly recommend guests bring a lock to lock up belongings on all tours. Items should not be left unattended on the beach. We offer nightly Security. 
PARKING
Parking is located on the street in designated spots for Hotel Guests. There is not a gated parking lot for guest use. Large groups, please contact us for more info on parking.