1. Reservations and Confirmation

A reservation is considered confirmed once the guest completes the required booking process and receives a reservation confirmation from El Kaoba Hotel & Residence or its authorized Booking Engine.

Guests are responsible for reviewing all reservation details, including names, dates, room type, number of guests, pricing and selected services before confirming the booking.

The reservation confirmation will normally be sent to the email address provided during the booking process. Guests must provide accurate and complete contact information.

2. Check-in and Check-out Policies

El Kaoba Hotel & Residence applies the following standard arrival and departure times:

Late check-out after 11:00 AM and before 4:00 PM may result in a US$30.00 fee.

Late check-out requests are subject to availability and must be confirmed directly with the hotel. Payment of the fee does not guarantee availability unless the request has been approved.

Guests must present valid government-issued identification at check-in. The hotel may refuse check-in when the guest cannot verify their identity or authorization to use the reservation.

Early check-in is subject to room availability and may involve an additional charge when applicable.

3. Payment Terms

Online payments may be processed in Dominican pesos (DOP) or United States dollars (USD). Dominican pesos are expected to be the primary payment currency.

The applicable currency, reservation total, taxes, fees and payment amount will be displayed before the guest confirms the transaction.

Payments may be processed through authorized third-party payment providers. El Kaoba Hotel & Residence does not control additional charges imposed by the guest’s bank, card issuer or currency-conversion provider.

A reservation is not considered paid until the payment provider successfully authorizes and confirms the transaction.

4. Service Delivery Policy

El Kaoba Hotel & Residence provides accommodation and hotel-related services rather than physical products.

• After completing the booking and payment process, the guest will receive a reservation confirmation by email.
• Accommodation will be provided at El Kaoba Hotel & Residence during the dates shown in the confirmed reservation.
• The reserved room will be delivered to the guest at check-in, subject to identity verification and compliance with the reservation conditions.
• Additional services will be provided according to their confirmed description, availability and scheduled date.
• The guest must present valid identification at check-in. The name may be required to match the reservation holder or an authorized guest.

5. Cancellation and Credit Note Policy

Cancellation with at least 3 days’ notice

When the guest notifies the hotel at least three days before the scheduled check-in date, the total amount already paid may be converted into a credit note.

The credit note may be used for a future stay or for other eligible services offered directly by El Kaoba Hotel & Residence.

Cancellation with less than 3 days’ notice

When cancellation is received fewer than three days before check-in, the hotel may apply the late-cancellation or no-show conditions described below.

Any approved credit will depend on the circumstances, the notice provided and the conditions of the applicable reservation.

6. No-Show or Cancellation Without Notice

When a guest does not arrive on the scheduled check-in date and does not provide prior notification, or fails to cancel according to the applicable policy:

• 50% of the total amount already paid is non-refundable and cannot be converted into hotel credit.
• The remaining 50% of the amount paid may be converted into a credit note for use at El Kaoba Hotel & Residence.

The 50% charge is calculated only from the amount the guest has actually paid, not from any unpaid balance.

7. Credit Note Conditions

• Credit notes are valid for one year from the date of issue.
• Credit notes may only be used toward eligible stays, purchases or services provided directly by El Kaoba Hotel & Residence.
• Credit notes cannot be exchanged for cash, transferred to a bank account or refunded to a payment card.
• A credit note may be transferred to another person only when the original guest successfully completes the hotel’s authorization and identity-validation process.
• Any new reservation made with a credit note is subject to room availability and current pricing.
• If the new reservation or service costs more than the available credit, the guest must pay the difference.
• Unused credit remaining after the expiration date will no longer be valid.

8. Non-Refundable Reservations and Medical Exceptions

Reservations identified as non-refundable remain subject to the conditions displayed when the booking is made.

Exceptions may be considered only in the case of a verified medical emergency. The guest must provide a valid medical certificate, medical notification or other acceptable supporting documentation.

Submission of medical documentation does not automatically guarantee an exception. Each request will be reviewed by hotel management based on the reservation conditions and the documentation provided.

9. Long-Term Reservations and Flight Cancellations

For qualifying long-term reservations, when the guest’s flight is officially cancelled, El Kaoba Hotel & Residence may allow the reservation dates to be moved, subject to availability.

The guest will be responsible for paying any additional nights, rate difference or service charges resulting from the requested date modification.

For short reservations, including stays of one or two nights, the standard 50% cancellation or no-show policy may still apply.

10. Reservation Changes

Requests to change reservation dates, room types, guest names or other details are subject to availability and approval by the hotel.

A modification may result in a different rate. The guest must pay any additional amount before the updated reservation is confirmed.

Approval of one reservation change does not create an obligation for the hotel to approve future changes.

11. Property Damage and Guest Responsibility

El Kaoba Hotel & Residence does not currently charge or retain a separate security deposit for damages at check-in.

Guests remain responsible for damage, loss, missing property or extraordinary cleaning costs caused by themselves, their visitors or other occupants associated with their reservation.

When applicable, the hotel may request payment for documented damages or additional costs according to the circumstances.

12. Additional Hotel Services

Tours, excursions, transportation, spa and massage services, food, beverages and other additional services may be subject to separate availability, pricing, schedules and provider conditions.

Services operated by independent third parties may be subject to the terms and cancellation policies of the applicable provider.

13. Payment Issues and Disputes

Guests who identify an incorrect, duplicated or unrecognized transaction should contact El Kaoba Hotel & Residence before initiating a payment dispute or chargeback.

The hotel will review the transaction, reservation confirmation, payment records and relevant communications to help resolve the matter.

14. Privacy and Payment Security

Personal information is collected and processed according to the El Kaoba Hotel & Residence Privacy Policy.

Online card transactions may be securely transmitted and processed by authorized payment providers. El Kaoba Hotel & Residence does not require guests to send complete payment-card information through unsecured email, messaging applications or social media.

Guests should only submit payment information through the official website, Booking Engine or authorized payment page communicated by the hotel.

15. Availability and Exceptional Circumstances

El Kaoba Hotel & Residence will make reasonable efforts to provide the confirmed room and services. However, availability may be affected by emergencies, maintenance issues, severe weather, government actions, utility interruptions or other circumstances beyond the hotel’s reasonable control.

When necessary, the hotel will contact the guest and make reasonable efforts to provide an appropriate solution.

16. Applicable Law

These Terms and Conditions are governed by the applicable laws and regulations of the Dominican Republic.

Any dispute relating to a direct reservation, hotel service or payment should first be submitted to El Kaoba Hotel & Residence so the parties can attempt to resolve it directly.

17. Changes to These Terms

El Kaoba Hotel & Residence may update these Terms and Conditions when necessary to reflect changes in hotel operations, payment methods, regulations or services.

The version published on the official website at the time of booking will apply to the reservation, unless otherwise required by law.