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Terms and Conditions

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.

Booking Changes:

You may change your booking free of penalties up to seven (7) days before your check-in. If the change is between six (6) and cero (0) days before your arrival in explora, 100% of the booking will be charged.

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.

Applicable Payment, Change, or Cancellation Policies for Holidays
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 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 Changes for Holidays:

The periods defined as holidays to which these conditions.

You may change your booking free of fines up to sixty (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 for Holidays

CHANGE AND CANCELLATION POLICIES

The periods defined as holidays to which these conditions.

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

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.

We are ready to welcome our travelers!

The safety of our travelers and our team has always been our top priority. Therefore, we have worked tirelessly, increasing and strengthening our cleaning, disinfection, and ventilation protocols to ensure total peace of mind as we explore our remote territories during this period of uncertainty.

COVID-19 poses a new challenge, so we have worked constantly with a highly trained team of experts in infectious diseases, and according to the recommendations of the health authorities of each country: Chile, Perú, Argentina, and Bolivia, with Chile already having the Safe Travels seal of the WTTC and Sernatur.

OUR SAFETY PROTOCOLS

FOR YOUR FLIGHT
• The use of surgical or KN95 masks is mandatory during domestic flights.
• Remember to carry your health passport or C19, and all necessary permits with you.

SECURITY
For the safety of our travelers, staff, and surrounding communities, a mobility pass is MANDATORY for those 17 years of age and older. Please send it to reserve@explora.com or your reservation executive before you arrive at our lodge.

TAKING YOUR TEMPERATURE AND HEALTH SELF-CHECK
Travelers will be asked to complete a health self-check form upon arrival at the airport. This has to be done daily during your stay. You will additionally need to take your temperature once a day.

USE OF FACE MASKS AND AVAILABLE ALCOHOL GEL
• An alcohol-based gel will be available in different places for those who require it.
• Face masks are mandatory in the lodge’s common areas, the spa and in transfer service vehicles. During explorations, travelers will only be asked to use them when everyone gets together to receive information from the guide. They may dispense with their use during explorations, as long as rules on keeping distance are respected and local regulations allow access and movement without masks.

TRANSFERS IN SANITIZED AND DISINFECTED VEHICLES
• Our security measures start from the moment we transfer you to any of our lodges.
• All contact points, such as seats, handles, doors, and windows, will be disinfected with a saturated dry-steam machine overheated to 180°C and alcohol at 70%.
• The use of face masks will be mandatory throughout the trip, and alcohol gel will be available when the traveler requires it. In the case of the Valle Sagrado, the use of face shields and double face masks is also mandatory in places of high affluence, as indicated by the health authority.

LUGGAGE AND SHOES SANITIZED UPON ARRIVAL AT THE LODGE
Upon arrival at the lodge, each traveler's luggage will be sanitized with an overheated saturated dry-steam machine before being taken to his or her room. Shoes will be sanitized with a disinfectant footbath at all entrances to the Explora facilities.

COMMON AREAS
• Physical distancing between our people and travelers, as well as the correct use of face masks, will be mandatory at all times in all our facilities.
• We will establish a cleaning, disinfection and ventilation program for all common areas to ensure air exchange in the different facilities.

SERVICE IN DINING ROOM
• The dining room and bar menus will be available through a QR code, discarding the physical menu.

SPA
• Our relaxation areas will be available upon reservation to ensure the capacity, tranquility and comfort of our travelers.
• To thoroughly disinfect and ventilate both the room and all the implements used during each session, the time-lapses between each massage will take longer in our SPA.
• The use of a face mask is mandatory for every traveler and masseuse during the procedure. Our masseuses will comply with a rigorous sanitization procedure before and after starting the massage.

CLEAN, DESINFECTED AND VENTILATED ROOMS
• Before arrival, the rooms will be ventilated for 3 hours and then sanitized with a saturated dry-steam machine overheated up to 180°C.
• We will reinforce thorough cleaning and disinfection of each room. We will ventilate during the entire cleaning process and use certified cleaning products, which ensure the elimination of the virus.
• In case of not wanting anyone to enter their rooms while exploring or staying in common areas, travelers will have the option of not having their bedrooms cleaned.

EXPLORATIONS
• Our explorations occur in nature, in open spaces where we generally have no contact with other people.
• The meetings with the guides to choose the explorations occur respecting the distance.
• Before leaving for our explorations, we will take each traveler's temperature. We will also deliver fully disinfected items to each traveler.
• Later, when transferring, we will implement the same protocols already detailed in the transport to the lodge before check-in: complete disinfection of the van.
• During the exploration, we will maintain physical distance. We will hand over the exploration meals in individual lunch boxes prepared under rigorous safety protocols.
• The area in charge of explorations will inform about the mandatory sanitary measures. These may vary according to destination and type of exploration. In the case of Perú, the sanitary measures require the use of face masks and face shields during transport, and double face masks in archaeological centers and museums.
• For explorations using train or boat transportation services provided by third parties, Explora is not liable for the safety protocols used on them. Once at your destination we recommend that you inform yourself with our guides regarding which of the explorations include external services.

MEDICAL SUPPORT
Remote medical support is available at each destination.

PROTOCOL IN CASE OF DETECTING COVID 19 INFECTIONS
• In case of detecting a person diagnosed with Covid 19, we will activate our reactive procedures designed according to the norms and protocols of the county’s health authority.
• By the strict regulation of the local authority, if we detect a traveler showing two or more symptoms, we will not be able to receive him or her at the hotel. The traveler and his or her companions must make themselves available to the local health authority.
• If a traveler presents two or more symptoms during his or her stay, it will be defined as a "suspected case" and we will immediately notify the health authority. A PCR test will be requested and we will proceed according to the authority’s instructions.
• Explora will provide all available information and will guide the steps to follow.

If you have any doubts or concerns regarding these measures, please do not hesitate to contact us. Our reservations team is informed and ready to tell you about our security measures and cleaning protocols. It is our priority that you know them in detail and feel at ease from the moment you plan your trip.

Explora Chile S.A. shall accept no responsibility nor will it reimburse any part of traveling 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.

  • Booking Changes:

    You may change your booking free of penalties up to seven (7) days before your check-in. If the change is between six (6) and cero (0) days before your arrival in explora, 100% of the booking will be charged.

    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.

    Applicable Payment, Change, or Cancellation Policies for Holidays
    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 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 Changes for Holidays:

    The periods defined as holidays to which these conditions.

    You may change your booking free of fines up to sixty (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 for Holidays

    The periods defined as holidays to which these conditions.

    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

    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.

  • We are ready to welcome our travelers!

    The safety of our travelers and our team has always been our top priority. Therefore, we have worked tirelessly, increasing and strengthening our cleaning, disinfection, and ventilation protocols to ensure total peace of mind as we explore our remote territories during this period of uncertainty.

    COVID-19 poses a new challenge, so we have worked constantly with a highly trained team of experts in infectious diseases, and according to the recommendations of the health authorities of each country: Chile, Perú, Argentina, and Bolivia, with Chile already having the Safe Travels seal of the WTTC and Sernatur.

    OUR SAFETY PROTOCOLS

    FOR YOUR FLIGHT
    • The use of surgical or KN95 masks is mandatory during domestic flights.
    • Remember to carry your health passport or C19, and all necessary permits with you.

    SECURITY
    For the safety of our travelers, staff, and surrounding communities, a mobility pass is MANDATORY for those 17 years of age and older. Please send it to reserve@explora.com or your reservation executive before you arrive at our lodge.

    TAKING YOUR TEMPERATURE AND HEALTH SELF-CHECK
    Travelers will be asked to complete a health self-check form upon arrival at the airport. This has to be done daily during your stay. You will additionally need to take your temperature once a day.

    USE OF FACE MASKS AND AVAILABLE ALCOHOL GEL
    • An alcohol-based gel will be available in different places for those who require it.
    • Face masks are mandatory in the lodge’s common areas, the spa and in transfer service vehicles. During explorations, travelers will only be asked to use them when everyone gets together to receive information from the guide. They may dispense with their use during explorations, as long as rules on keeping distance are respected and local regulations allow access and movement without masks.

    TRANSFERS IN SANITIZED AND DISINFECTED VEHICLES
    • Our security measures start from the moment we transfer you to any of our lodges.
    • All contact points, such as seats, handles, doors, and windows, will be disinfected with a saturated dry-steam machine overheated to 180°C and alcohol at 70%.
    • The use of face masks will be mandatory throughout the trip, and alcohol gel will be available when the traveler requires it. In the case of the Valle Sagrado, the use of face shields and double face masks is also mandatory in places of high affluence, as indicated by the health authority.

    LUGGAGE AND SHOES SANITIZED UPON ARRIVAL AT THE LODGE
    Upon arrival at the lodge, each traveler's luggage will be sanitized with an overheated saturated dry-steam machine before being taken to his or her room. Shoes will be sanitized with a disinfectant footbath at all entrances to the Explora facilities.

    COMMON AREAS
    • Physical distancing between our people and travelers, as well as the correct use of face masks, will be mandatory at all times in all our facilities.
    • We will establish a cleaning, disinfection and ventilation program for all common areas to ensure air exchange in the different facilities.

    SERVICE IN DINING ROOM
    • The dining room and bar menus will be available through a QR code, discarding the physical menu.

    SPA
    • Our relaxation areas will be available upon reservation to ensure the capacity, tranquility and comfort of our travelers.
    • To thoroughly disinfect and ventilate both the room and all the implements used during each session, the time-lapses between each massage will take longer in our SPA.
    • The use of a face mask is mandatory for every traveler and masseuse during the procedure. Our masseuses will comply with a rigorous sanitization procedure before and after starting the massage.

    CLEAN, DESINFECTED AND VENTILATED ROOMS
    • Before arrival, the rooms will be ventilated for 3 hours and then sanitized with a saturated dry-steam machine overheated up to 180°C.
    • We will reinforce thorough cleaning and disinfection of each room. We will ventilate during the entire cleaning process and use certified cleaning products, which ensure the elimination of the virus.
    • In case of not wanting anyone to enter their rooms while exploring or staying in common areas, travelers will have the option of not having their bedrooms cleaned.

    EXPLORATIONS
    • Our explorations occur in nature, in open spaces where we generally have no contact with other people.
    • The meetings with the guides to choose the explorations occur respecting the distance.
    • Before leaving for our explorations, we will take each traveler's temperature. We will also deliver fully disinfected items to each traveler.
    • Later, when transferring, we will implement the same protocols already detailed in the transport to the lodge before check-in: complete disinfection of the van.
    • During the exploration, we will maintain physical distance. We will hand over the exploration meals in individual lunch boxes prepared under rigorous safety protocols.
    • The area in charge of explorations will inform about the mandatory sanitary measures. These may vary according to destination and type of exploration. In the case of Perú, the sanitary measures require the use of face masks and face shields during transport, and double face masks in archaeological centers and museums.
    • For explorations using train or boat transportation services provided by third parties, Explora is not liable for the safety protocols used on them. Once at your destination we recommend that you inform yourself with our guides regarding which of the explorations include external services.

    MEDICAL SUPPORT
    Remote medical support is available at each destination.

    PROTOCOL IN CASE OF DETECTING COVID 19 INFECTIONS
    • In case of detecting a person diagnosed with Covid 19, we will activate our reactive procedures designed according to the norms and protocols of the county’s health authority.
    • By the strict regulation of the local authority, if we detect a traveler showing two or more symptoms, we will not be able to receive him or her at the hotel. The traveler and his or her companions must make themselves available to the local health authority.
    • If a traveler presents two or more symptoms during his or her stay, it will be defined as a "suspected case" and we will immediately notify the health authority. A PCR test will be requested and we will proceed according to the authority’s instructions.
    • Explora will provide all available information and will guide the steps to follow.

    If you have any doubts or concerns regarding these measures, please do not hesitate to contact us. Our reservations team is informed and ready to tell you about our security measures and cleaning protocols. It is our priority that you know them in detail and feel at ease from the moment you plan your trip.

  • Explora Chile S.A. shall accept no responsibility nor will it reimburse any part of traveling 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.