the resort
Travel safely
Exclusive for reservations on the official website
Travel Safely
with Valentin
At Valentin Hotel Group, we want you to enjoy your vacation with total peace of mind. That’s why, when you book with us, you’ll have access to our Non-Refundable Cancellation Protection designed to protect you against any unforeseen event from cancellations to medical assistance during your stay.
You’ll find options tailored to your needs so you can travel worry-free. Backed by InterMundial, a leader in travel assistance, you’ll enjoy a safe, transparent, and completely personalized experience.
Important Note:
This page does not contain the official terms and conditions. It is only a summary of the key points of the Non-Refundable Cancellation Protection. The official terms and conditions are available during the booking process.
Non-Refundable
Cancellation Protection
To offer you maximum peace of mind when booking, all non-refundable rates include, at no additional cost, the Cancellation Guarantee for non-refundable rates, managed by InterMundial, for a limited time and exclusively for non-refundable bookings.
This guarantee protects you against unforeseen events that could prevent or interrupt your trip.
What does the Cancellation Guarantee for non-refundable rates include?
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Cancellation Expenses and Vacation Refund
- Trip cancellation for justified reasons (such as serious illness, accident, death of a direct family member, or significant damage to your home).
- Refund of unused vacation days if you must interrupt your stay.
- The option to change your travel dates instead of canceling or postpone your hotel check-in.
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Medical and Health Assistance
- Medical coverage up to USD 500 in Mexico, Colombia, the Americas, or worldwide.
- Repatriation or medical transportation for injured or ill travelers, including companions.
- Telemedicine and information services available during your trip.
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Baggage Coverage
- Search, location, and delivery of lost luggage.
Main coverage in case of cancellation
Covered reasons include:
- Serious illness, accident, or death of the traveler or a direct family member.
- Jury duty or an official court summons.
- Significant damage to the home requiring the insured’s presence.
- Job dismissal or mandatory medical quarantine.
- Urgent call for military or medical service.
- Natural disasters or volcanic eruptions.
Important Note
The Cancellation Guarantee applied to non-refundable rates is subject to InterMundial’s own terms and conditions (Insurer). This guarantee covers only the amount corresponding to the accommodation.
Therefore, additional services such as Prive or other contracted extras are not included within the coverage of the Cancellation Guarantee for non-refundable rates.
Activation
Process
Once you complete your booking and make the payment, InterMundial, a company specialized in travel assistance, will contact you to collect the details of your travel companions and issue the Cancellation Protection certificate. You will also receive information to access your client area, where you can review your policy, submit documentation in case of a claim, access assistance phone numbers, and resolve any questions or additional needs.
Important Note:
Valentin Hotel Group acts solely as an intermediary between the guest and InterMundial. The management, support, and resolution of any issue related to the policy will be handled directly by InterMundial.
Common
Questions (FAQ)
When will I receive my Non-Refundable Cancellation Protection information?
After completing your booking that includes the Non-Refundable Cancellation Protection in a Non-Refundable rate, you will receive an email requesting the registration of the remaining travel companions, including adults, minors, and infants. You will be able to download your Cancellation Protection certificate and access the client area to manage your information from a single point of contact.
Who is covered by the Cancellation Protection?
The Cancellation Protection covers the person who made the booking as well as all accompanying travelers.
To ensure your travel companions receive full assistance, it is essential that you add them to your booking through the form sent by the provider; otherwise, they cannot be identified.
Once all companions are registered, you will be able to download the certificate.
When does my Cancellation Protection coverage begin?
Cancellation Protections that include trip cancellation coverage become active the day after the policy is purchased.
Assistance coverage begins on the same day the trip starts.
How long do I have to file a claim in case of booking cancellation?
In the event of any incident, the first thing you should do is immediately inform the provider.
You must also cancel your hotel reservation and obtain confirmation of the cancellation, including the non-refundable amount, in order to submit your claim to the company according to the terms of your policy.
Do I have to pay the medical expenses myself?
In most cases, you will not have to pay upfront for medical care at your destination. To ensure this, it’s important to contact the 24-hour Assistance Service through the client area or by phone. Depending on the type of assistance required, our team will coordinate the necessary arrangements. If, in the event of a life-threatening emergency or connection issues, you are unable to contact the Assistance team and are taken directly to a hospital, the medical staff will reach out to us, and we will handle all the necessary procedures. By following this process, you will not need to make any payments at the clinic. In cases of very low-cost expenses—such as nursing services or the purchase of medication—these will be reimbursed afterward through a claim, once all receipts have been submitted.
What should I do if I need to cancel my trip?
If a situation arises that forces you to cancel your booking, you must proceed with the cancellation. If the reason for canceling or interrupting your trip falls under one of the covered causes in your Cancellation Protection, you should notify the company and submit the required documentation to request a refund. You can manage the reimbursement of cancellation expenses through the Client Area. When you cancel a service such as accommodation, the Cancellation Protection will refund the “penalty” cancellation fees that are not reimbursed by the hotel.
How do I open a claim?
Manage your claim online through the Customer Area. Once you log in with your account, simply select the Cancellation Protection for which you want to report the claim and indicate what happened. You will be informed of the specific documentation required and you’ll be able to submit your case for review. From that moment on, you can track the status of your claim in real time. Click on this link for more information.
Service Terms
The hotel will charge 100% of the reservation at the time of purchase. Non refundable in case of cancellation, modification or no-show. However, with this rate, you can book without worries and cancel your reservation in the event of unforeseen events. Travel with peace of mind—both you and your companions—with a travel assistance plan. Validity: This rate includes a Non-Refundable Cancellation Protection that comes into force when the booking is formalised and ends on the day of arrival. The Travel Assistance Plan is effective on the day of arrival at the destination until the last day.
Non-Refundable Cancellation Protection: The refund of this amount in the event of justified cancellation will be made through the Más Servicios insurance company. The refund of the prepaid amount is not accepted if the reason for cancellation is not included in the general conditions of the policy.
Travel Assistance Plan: Your well-being is our priority. With this rate, you will have a travel assistance service that will provide you with support in case of medical emergencies or other inconveniences that may arise during your stay, incluiding "telemedicine". Our team will be available 24/7 to ensure your trip goes smoothly.
Conditions:
-100% refund if the cause is included within the 8 justified causes. -The Cancellation Protection and Travel Assistance Plan cannot be cancelled or modified. -The Cancellation Protection does not cover supplements or extras of the reservation. Contact the hotel to cancel them and be refunded if possible. -Refund Costs: Travel cancellation costs......................................................... USD 10,000 Reimbursement of holidays not taken. .......................................... USD 10,000 Change dates instead of canceling.......................................... USD 1,500 Postponement of entry into the hotel. ....................................................USD 500 -By continuing with the purchase I confirm that I have read and accept the following terms and conditions:
See full coverage and details: Coverage Summary General Overview General Conditions
