COVID-19 Important information about coronavirus

New Covid-19 Payment and Cancellation Policies

At Explora we are making all our efforts to ensure our travelers’ health and safety, in addition to providing maximum booking flexibility.

Payment, Changes, and Cancellation Policy

 

Since flexibility is something that our travelers value the most during this period, we have decided to improve our payment, change, and cancellation policies for bookings made as of April 15, 2021.

These conditions apply only for individual travelers, not for groups.

Only a 10% down-payment is required to confirm bookings. The remaining balance must be paid 30 days before check-in.

When booking for periods defined as holidays, a 30% payment is required to confirm reservation, with the balance being paid 60 days before your check-in.

 

Booking Changes:

You may change your booking free of penalties up to 7 days before your check-in.*  If the change is between 6 and cero days before your arrival in Explora, 100% of the booking will be charged.

Booking Changes for Holidays

You may change your booking free of fines up to 60 days before check-in. The following fines apply:

  • 60 or more days before check-in: No fines
  • 59-30 days before check-in: 30% fine
  • 29-0 days before check-in: 100% fine

Booking Cancellation:

You may cancel your booking up to 30 days before your check-in, free of fines. If you cancel your booking after that period, the following conditions apply:

  • Cancellation 29-20 days before your check-in: 30% fine
  • Cancellation 19-10 days before your check-in: 50% fine
  • Cancellation 9-0 days before your check-in: 100% fine

Check our change and cancellation policies for bookings made before April 15, 2021, at reserve@explora.com.

For returns and refunds, a transaction fee will be charged depending on the payment method: 3% of the amount refunded for credit card payments and USD 25 for bank transfers.

Booking Cancellation for Holidays

You may cancel your booking free of fines up to ninety (90) days before check-in. The following fines apply:

  • 90 or more days before check-in: No fines
  • 89-60 days before check-in: 30% fine
  • 59-30 days before check-in: 50% fine
  • 29-0 days before check-in: 100% fine

The periods defined as holidays to which these conditions apply are the following:

Torres del PaineEl Chaltén and Parque Nacional PatagoniaAtacamaRapa NuiValle Sagrado
21 dec 2021- to 1st jan 202221 dec 2021- to 1st jan 202222 dec 2021- to 1st jan 202222 dec 2021- to 1st jan 202221 dec 2021- to 1st jan 2022

Other Changes and Cancellation Considerations:

Bookings can be modified up to two times, with check-out dates up to September 30, 2022.

Inter-seasonal charges or rate variations may apply.

If the country’s borders of the explora destination are closed (Chile, Argentina, and Peru), the booking date may be changed without fines regardless of the notice’s advance.

If the booking has been modified once, it cannot be cancelled and the original fine will apply.

Booking cancellations or changes that include third-party services are subject to the conditions under the section “Special conditions for third-party or private services”.

*Minimum stays are required for holiday dates. Ask your travel agent.

For returns and refunds, a transaction fee will be charged depending on the payment method: 3% of the amount refunded for credit card payments and USD 25 for bank transfers.

Offerings with Special Conditions:

1- For bookings made under special and last-minute offerings, the following booking cancelation fines apply:

  • Up until 30 days before the check-in date: 30% of total booking rate.
  • Between 29 and 0 days before the check-in date: 100% of the total booking rate.

Special conditions for the Rio Carnival y Tapati Festivals.

During these dates, special holiday rates and conditions will apply. A minimum four-night stay is required at explora Atacama and three-nights at explora Rapa Nui.

The periods posted for these dates will be adapted based on the changes of these events. All holiday-related policies mentioned will apply.

Reference Dates for 2022:

  • explora Atacama: From February 21 to 26 (Rio de Janeiro Carnival)
  • explora Easter Island: From February 1 to 15 (Tapati Festival in Rapa Nui)

Special Conditions for Private or Third-Party Services

If third-party services have been hired at the time of booking cancellation or modification (trains to Machu Picchu, Perito Moreno, etc.), a fine equivalent to the charge made by the company to explora will be applied.

Explorations to Perito Moreno (El Chaltén) and Machu Picchu (Sacred Valley) combine explora with third-party services. Therefore, there are logistical restrictions that involve certain conditions when hiring such explorations:

Two-night programs in explora Valle Sagrado cannot hire the exploration to Machu Picchu.

For the exploration to Perito Moreno, the activities begin at 09:00 hrs. at El Calafate, so travelers are required to stay the night before at a hotel in El Calafate at their own cost.

explora picks travelers up at the different hotels in El Calafate and once the exploration is over, takes them to explora at El Chaltén for their check-in.

If you need more information or assistance to make or reschedule your booking, don’t hesitate to contact us at: reserve@explora.com or through our toll-free phone numbers.

 

Disclaimer

explora Chile S.A. shall accept no responsibility nor will it reimburse any part of travelling services lost due to the cancellation or delay of third-party flights or transportation services, or due to other circumstances beyond explora’s control which could be considered force majeure events. This includes but is not limited to: Cancellations and/or delays resulting from weather conditions; road conditions; fires; explosions; earthquakes; droughts; tsunamis; floods; and general strikes.

Safety Protocols

We are ready to welcome our travelers!

The safety of our travelers and teams has always been top priority. Therefore, we have worked relentlessly to strengthen and develop our cleaning and sanitization protocols in order to ensure your peace of mind while we explore remote landscapes during this uncertain period.

COVID-19 poses a new type of challenge. We have been working with a highly qualified team of infectious diseases specialists in compliance with the recommendations by health care officials in each country –Chile, Peru, and Argentina. In Chile, we already have the WTTC Safe Travel and Travel Service (Sernatur) labels.

OUR SAFETY PROTOCOLS

PCR TEST REQUEST
To protect the health of all our travelers, every resident traveler who enters our hotels must submit a negative PCR test, effective for a maximum of 72 hours before arriving to the destination.

HEALTH STATEMENT
As a first measure, before arriving in the destination each traveler must sign a sworn heath status statement.

USE OF FACE MASKS AND AVAILABLE HAND SANITIZER GEL
Hand sanitizer gel will be available in specific spots for those who require it.
Face masks should be worn at all times.

TRANSFER IN SANITIZED AND DISINFECTED VEHICLES.
Our safety measures begin from the moment we transfer you to any of our lodges.
•Our vans will be ventilated, sanitized, and disinfected before each trip.
• All points of contact, like seats, handles, doors, and windows will be disinfected with a superheated saturated dry steam machine at 180°C and 70% alcohol.
• The use of face masks will be mandatory during the entire trip and there will be sanitizer gel available as required by the traveler.

CHECKING YOUR TEMPERATURE BEFORE ARRIVAL AND BEFORE GOING OUT TO EXPLORE
All travelers must have their temperature checked with an infrared thermometer before boarding the transfer vans and every morning before going out to explore. Similarly, staff shall have their temperature checked when taking their shift.

SANITIZATION OF LUGGAGE AND SHOES WHEN ARRIVING TO THE LODGE
Travelers’ luggage will be fully sanitized upon arriving to the lodge and before taking it to your room, with a superheated saturated dry steam machine. Shoes will be disinfected in sanitizing footbath mats placed in every access to explora’s facilities.

COMMON AREAS
In the bar, dining, and living rooms the correct use of facial masks, will be mandatory at all times and in all our facilities.

QR A LA CARTE MENU AND ROOM SERVICE
• The dining room and bar menu will be available with a QR code, removing all menus in hard copies.
• Linen will be changed every time a traveler leaves a table.
• All meals will be a la carte. There will be no buffets in our meal service.
• Room service will be available, but in order to respect physical distancing waiters cannot enter the room. Dishware will be served and removed at the room’s door.
• You may request breakfast the night before and lunch and dinner with two hours in advance of the time set by the dining room. You can pick up the tray at the bar and eat wherever you wish.

SPA WITH A 50% CAPACITY AND THOROUGH SANITIZATION
• The operation of our relaxation areas will also be modified to ensure our travelers’ peace of mind and comfort. There will be a 50% reduction in the capacity of the pools and spa’s common areas, while saunas and jacuzzi will be available booking in advance.
• Massages will be available booking in advance. Between one appointment and the next we will take more time than usual so as to thoroughly sanitize the room and the elements used in every session.
• The use of face masks is mandatory for travelers and the masseur during the procedure. Our masseur will meet a rigorous sanitization procedure before and after the massage.

CLEANING OF RESTROOMS
Restrooms located in common areas will be cleaned every 30 minutes.

ROOMS THOROUGHLY CLEANED AND SANITIZED
• Prior to your arrival, the room will be ventilated during three hours and then sanitized with a saturated dry steam machine superheated to 180°C.
• Thorough cleaning and sanitization of every room will be reinforced. Ventilation will be mandatory during the entire room cleaning process and we will used certified cleaning products that ensure the elimination of the virus.
• Surfaces such as handles, tables, chairs, shelves, hangers, telephone, safes, lamps, restrooms, etc., will be sanitized with diluted Peroxide, a broad-spectrum disinfectant.
• Travelers shall decide not to have their rooms cleaned in case they don’t want anybody from entering their room while they are out exploring or in the common areas.

EXPLORATIONS 
• Our explorations take place in nature, in open places where there is usually no contact with other people.
• The meetings with the guides to choose the explorations take place with social distancing.
• Before leaving to an exploration, every traveler will have his/her temperature checked and we will provide fully sanitized implements.
• During transfer, the same protocols detailed for the transportation to the lodge before check-in will be followed: Thorough sanitization of the van and a maximum capacity of six travelers.
• During the exploration, there will be social distancing. Every traveler will receive a lunch box prepared under the strictest safety protocols.
• Using facial masks during the explorations is mandatory. We recommend you to take the personal hand sanitizing gel that you will find in your room.

MEDICAL SUPPORT
We have remote medical support available in every destination.

PROTOCOL IN CASE A COVID-19 CASE IS FOUND

If a traveler shows Covid-19 symptoms, our reaction protocol designed under the rules and standards of the country’s health authorities will be triggered.
• Based on the rules of the local authority, if upon arriving at the airport a traveler has two or more symptoms, he/she cannot be transferred to the lodge. Both the traveler and his/her companions must follow the instructions of the local health care authorities.
• If during his/her stay a traveler shows two or more symptoms, it will be defined as a “suspect case” and reported immediately to the health care authorities requesting a PCR test, proceeding as indicated by the authorities.
• explore will provide all the information available and guide you in the steps to follow.

In case a person is diagnosed with Covid-19, we will activate our reactive protocol designed under the rules and regulations of the country’s health care officials.

Do not hesitate to contact us in case you have any questions or concerns regarding these measures. Our booking team is informed and ready to share these safety measures and cleaning protocols with you. We encourage you to know them in detail so you can plan your trip safely.

You will feel at home. We will be looking after you at all times, so when the time comes and we can welcome you again, you can live a unique experience at our destinations, without any worries in your mind except to enjoy your exploration with us.

For terms and conditions of health emergency COVID-19, click here.

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