Cancellation & Refund Policy
Central Guest House · Cusco, Perú
Last updated: September 2026. This policy is part of our Terms & Conditions and applies to bookings made on this website.
The official version of these documents is the Spanish version. Translations are provided for information only.
Nature of the service
Central Guest House provides lodging services. As this is a date-specific service and not a physical product, merchandise exchanges or returns do not apply; "changes" are handled as booking modifications and "returns" as refunds under the cancellation policy you accepted when booking.
Cancellation policies
The policy accepted when booking is recorded on your reservation and is the one applied, depending on the date you request the cancellation. You can check it at any time under "My bookings".
Current policy: free cancellation up to 48 hours before
You can cancel it yourself from "My bookings" up to 48 hours before your arrival time (check-in, 12:00 Cusco time) and you are refunded in full, with no penalty and no paperwork. Within those final 48 hours the booking can no longer be cancelled on your own: you can request it stating the reason and we will review it — if it is an emergency or a force majeure event we may still cancel it and refund you in full. We will reply by email and, in the meantime, your booking stays active.
The following policies no longer apply to new bookings, but remain in force for bookings made before the change: the policy you accepted when booking is always honoured.
Flexible
Free cancellation up to 1 day before the arrival date (check-in). After that deadline, a penalty equal to 1 night applies and the difference is refunded.
Moderate
Free cancellation up to 5 days before the arrival date. After that deadline, a penalty equal to 1 night applies and the difference is refunded.
Strict
Free cancellation up to 14 days before the arrival date. After that deadline, a penalty of 50% of the booking total applies and the difference is refunded.
Non-refundable
Discounted rate that does not allow cancellation or refund once payment is confirmed. It is clearly identified before you pay.
Refunds
Refunds are processed through the same payment method used: if you paid by card through the Culqi gateway, the refund is credited to the same card.
We process the refund within 15 calendar days of confirming the cancellation. How long it takes to appear on your statement depends on your card-issuing bank.
Refunds are made in the same currency in which you were charged (S/ or US$). Amounts shown in euros are for reference only and are not the charge or refund currency.
Booking changes & modifications
You may request a change of dates or room by writing to [email protected] or via WhatsApp, indicating your booking code. Changes are subject to availability and any applicable rate difference; no additional administrative fee applies. If the new rate is lower and your policy allows it, the difference is refunded as described above.
No-show
If you do not arrive on your check-in date and did not cancel beforehand, the penalty of your booking policy applies as a late cancellation.
Cancellations by the property
The property may cancel a booking in exceptional circumstances (for example, an issue with the room or a force majeure event). In that case you are refunded in full with no penalty and we contact you to offer an alternative.
How to request a cancellation or refund
The fastest route is your account, under "My bookings": if you are within the free window, the cancellation and the refund happen straight away. If fewer than 48 hours remain, you can send us your request with the reason from there too. You can also write to [email protected] from the email address used for the booking, indicating your booking code (RES-YYYY-XXXXX). In all cases we will confirm the cancellation, any applicable penalty and the amount to be refunded.