Terms and Conditions of Reservations and Returns

You can modify your reservation without penalty up to 24 hours before arrival. If you don't have a defined date, you can choose to suspend the reservation for up to 6 months without penalty.

In case of final cancellation by the customer's decision, a 30% penalty will be applied to the total amount of the reservation, and the refund will be processed within 15 business days.

• Transfers, checks, or cash: The refund is processed via electronic transfer to the account of the person who made the payment. It is necessary to provide the interbank account number (CCI), full names, and identity document number. If the transfer must be made to a third party's account, the CCI, full names, and identity document number of that third party must be provided.
• Credit or debit card: A reversal is made through the same payment gateway to the cardholder who made the payment.

The CCI, full names, and identity document number of the account holder (or the authorized third party, if applicable) must be provided.

• In the event of a final cancellation by the customer's decision, a 30% penalty will be applied to the total amount of the reservation.
• All refunds in this section are subject to an additional administrative fee of S/ 50.00 per refund request, independent of the cancellation penalty.

In addition to the administrative fee of S/ 50.00, an additional discount of 3.5% plus IGV will be applied to the amount to be refunded when the payment was made via credit or debit card, corresponding to the commission of the payment gateway of the contracted franchise.

The request must be submitted through the established form, signed by the invoice holder and/or cardholder. The refund will be processed within 15 business days from the receipt of the completed request. Requests, with their corresponding documents, must be sent to:

The refund is full (100% of the charged amount). No penalty, administrative fee of S/ 50.00, or the discount of 3.5% plus IGV for gateway commission is applied: these costs are borne by the hotel, not passed on to the guest, as it is an internal error.

• Credit or Debit Card: Direct reversal through the payment gateway, within 48 business hours following the validation of the error by the Administrator or Reception Manager.
• Cash or Transfer: Direct refund through the same method used for the original transaction.

If the guest expressly requests a different method than the original (for example, a transfer instead of a card reversal), access will be granted only with:

• Express authorization and written consent from the guest (email or form), indicating that they are aware of and accept the alternative method.
• Request for only the strictly necessary data for the operation (CCI, account holder, ID number), under the data protection protocol: exclusive use for the refund and deletion of the data once the transfer is completed.
• This exception must not be registered as an "individual case" informally, but rather applied consistently under this same documented criterion, to ensure consistent treatment among guests.

3 to 5 business days from the validation of the error (preferred timeframe compared to Section 2, as it is the hotel's responsibility).

• No charge for unreturned item, damage or unconfirmed consumption will be applied to the guest's account or card without prior validation by Housekeeper and/or Maintenance by means of a signed checklist.
• Window of Grace: The charge will not be processed until the loss or damage is confirmed in writing by Housekeeper, ideally prior to check-out or within 24 hours thereafter.
• Any refund originating under this section must be reported to Administration/Management within the 48 hours, for root cause analysis and recurrence prevention.

The financial data collected for any refund (CCI, DNI, account holder) is used exclusively to process the corresponding reimbursement and is not retained beyond what is necessary for such operation.

This document supersedes any previous versions of the Terms and Conditions of Reservations and Returns, and is effective upon publication.

Each event establishes in its quote or contract a withdrawal period without penalty for its participants. Once this period has expired, any cancellation is governed by the penalty of definitive cancellation (30% of the amount paid, Section 1.2), except as indicated in the following paragraph.

Once the withdrawal period has expired, a partial refund may be evaluated when the cancellation is based on health reasons of the participant or a direct family member, provided that the following requirements are met:

• A medical certificate or certificate proving the impediment is presented, within a period of time no more than 5 business days after the date of the event.
• The request is submitted in writing to reservas@guizadoportillo.com, indicating the participant's details and attaching the medical support.
• Once these requirements are fulfilled, the hotel will refund 85% of the amount paid to the affected participant, retaining the remaining 15% to cover operational and logistical costs already committed for the event (supplies, production, staff). This retention percentage is lower than the general cancellation penalty (30%), in recognition of the non-voluntary nature of this type of cancellation.

If the requested medical documentation is not presented within the specified timeframe, the cancellation outside the deadline is governed by the general rule of definitive cancellation penalty (Section 1.2), without exception.

The approved refund under this section is processed according to the Refund Method described in the Section 2.1 of this document.

As an alternative to the partial refund, the event organizer may request to transfer the paid quota to another participant of the same group, without applying a penalty or requiring medical documentation, provided that the request is submitted before the event date.