Important information regarding the COVID-19 situation

At explora, we are doing everything in our hands to ensure the safety and health of our travelers, in addition to providing as much booking flexibility as possible.

According to these guidelines, we want to keep you updated on the current COVID-19 situation in our destinations, and on the efforts being made by local governments to improve these conditions.

Currently, the Chilean and Peruvian Governments have opened their borders with new restrictions, including that all travelers who arrive or return to Chile or Peru, regardless of their country of origin, must submit to a mandatory quarantine for 10 and 14 days, respectively. Due to this requirement, the way in which the COVID-19 pandemic has evolved, and its impact on our services, for now we are forced to close our explora hotels in Atacama and Valle Sagrado until further notice.

If you need additional information or assistance rescheduling your reservation, please don’t hesitate to contact us at: reserve@explora.com or through our toll-free phone numbers.

SAFETY PROTOCOLS SPECIAL FLEXIBILITY POLICIES

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.

UP TO 50% CAPACITY
We will reduce by 50% the total capacity of our lodges during the first months of operation to improve sanitization targeting and allow for an effective social distancing in all our areas.

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 OF A MAXIMUM OF SIX TRAVELERS IN SANITIZED AND DISINFECTED VEHICLES.
Our safety measures begin from the moment we transfer you to any of our lodges.
• Only a maximum of six travelers can board our vans, which 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
The bar, dining, and living rooms shall have a 60% seating capacity. 1.5 meter physical distancing between staff and travelers, and 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 WITH A MAXIMUM OF SIX TRAVELERS AND PREVENTIVE MEASURES
• 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; common areas will have their capacity reduced to 60%.
• 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.

SPECIAL FLEXIBILITY POLICIES

Since flexibility is one of the aspects most valued by our travelers during this period, we have decided to improve our booking payment, changes, and cancellation policies, for reservations made as of June 18, 2020. These policies do not apply to group reservations.

As a first measure, we have reduced the initial booking confirmation payment to only 10%. The remaining balance is to be paid 30 days before check-in.

Changes and Cancellation Policies

You can make changes to your booking without penalties up to 7 days before the check-in. If the change is made between 6 and 0 days before the arrival in explora, 100% of the booking will be charged.

You may cancel a booking up to 30 days before the check-in without penalties. If you cancel after that period, the following penalties apply:

29 to 20 days before the arrival in explora: 30% of the total booking.
20 to 10 days before the arrival in explora: 50% of the total booking.
9 to 0 days before the arrival in explora: 100% of the total booking.

For bookings made in “explora days” promotion between August 28 and September 3, 2020; the following penalties apply for cancelations:

30 days before the arrival in explora: 30% of the total booking.
30 to 0 days before the arrival in explora: 100% of the total booking.

For reservations made before June 18th, 2020, see the payment, change, and cancellation policies here.

Promotions with special conditions:

1- For reservations made in the “explora days” promotion between August 28 and September 3, 2020, the following penalties for cancellation of reservations apply:

Up to 30 days before the day of arrival at explora: 30% of the total reservation.
Between 29 and 0 days before the day of arrival at explora: 100% of the total reservation.

2- For reservations made in Chile from January 13, 2021 and/or under the promotions “Verano en Torres del Paine” and/or “Explora más cerca” from January 13, 2021; and with stays until May 31, 2021, they can make changes to the reservation without penalty up to 21 days before check-in. Also:

If the date modification is between 20 and 7 days before arrival at explora, there will be a charge of USD 100 per adult and USD 50 per child.
If the date modification is between 6 and 0 days before arrival at explora, 100% of the reservation will be charged.

Special Holidays Conditions

When booking for periods defined as holidays, we request a 30% down payment to confirm the booking, with the remaining balance to be paid 30 days before the arrival in explora.

You can change the date of your booking up to 15 days before the check-in without penalties. If the change takes place between 14 to 0 days before the arrival in explora, 100% of the booking must be paid.

You may cancel any booking up to 30 days before check-in without penalties. If you cancel after that period, the following conditions apply:

29 to 20 days before the arrival in explora: 30% of the booking’s total.
19 to 0 days before the arrival in explora: 100% of the booking’s total.

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

Torres del Paine	El Chaltén	Atacama	Rapa Nui	Valle Sagrado
December 21 2020 to January 1 2021	December 21 2020 to January 1 2021	December 22 2020 to January 1 2021	December 22 2020 to January 1 2021	December 21 2020 to January 1 2021

Initial payment to confirm reservations

The initial payment to confirm reservations is only 10%. The remaining balance must be paid 30 days before check in.

For reservations made in the “explora days” promotion in Chile, Peru and Argentina, between August 28 and September 3, 2020 and between October 30 and November 5, 2020, an initial payment of 30% is required to confirm the reservation. The remaining balance must be paid 30 days before check in.

For reservations made in the “Black Friday” promotion in the US and Canada, between November 27th and December 1st, 2020, an initial payment of 30% is required to confirm the reservation. The remaining balance must be paid 30 days before check in.

Additional Considerations for Changes and Cancellations

Bookings can be modified twice, with a check-out until September 30, 2021.
Charges associated to different seasonal rates may apply.
Should the borders of the explorad estination country be closed (Chile, Argentina, and Peru), the booking date may be changed free of penalties regardless of the time of the notice.
A booking modified once cannot be cancelled and the initial penalties apply in all cases.
Changes or cancellations of bookings containing third-party services are subject to the conditions set forth in the section “Special Conditions for Private or Third-Party Services”.

100% Flexible Travel Insurance

You can hire a travel insurance for USD 180 per person to get 100% flexibility for last-minute booking changes or cancellations, free of penalties.

To learn more about this fully flexible insurance, click here.

Special Conditions for the Rio Carnival and Tapati

The Rio Carnival 2021 will be held between February 12-20, y Tapati from January 31 to February 15, 2021, meaning that special holiday conditions and rates will apply. During that period, a minimum 4-night stay is required at explora Atacama and explora Rapa Nui.

Special Conditions for Private or Third-Party Services

If at the time of booking cancellation or changes third-party services had been hired (train to Machu Picchu, Perito Moreno, etc.), a penalty equivalent to the charge made by the third-party company to explora will apply.

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

2-night programs at explora Valle Sagrado cannot hire the exploration to Machu Picchu.
For the Perito Moreno explorations, the activities begin at El Calafate at 9:00 AM. Therefore, this exploration must take place after staying one night in a hotel at El Calafate, the cost of which is borne by each traveler.
Explora takes care of picking up each traveler from the different hotels in El Calafate and once the exploration is over, of taking them to exploraEl Chaltén for their check-in.

Additional Conditions

Since our infrastructure does not provide the comfort required by pets, pets are not allowed in our destinations.

There is free Wi-Fi in our destinations, but only in common areas. There is no Internet in our rooms as they were designed for a deep rest.

Children and youth rates are valid for the room with the lowest rate. A maximum of two children per adult are allowed.

Refund Fee

In the case of refunds, transaction charges apply based on the type of payment: 3% of the amount refunded for credit card payments and USD 25 for bank transfers.

Disclaimer

explora S.A. is not responsible for nor will it provide any refund in case of missed travel services due to cancelled or delayed third-party transportation services or flights and other circumstances beyond explora’s control or responsibility and which may be considered force majeure events. This includes but is not limited to cancellations and/or delays as a result of weather conditions, road conditions, fires, explosions, earthquakes, droughts, tsunamis, floods, and general strikes.