Booking terms and conditions

1. Your booking

While you complete the payment, we hold the room for the short time shown on screen. Your booking is confirmed once the payment gateway approves the payment; we send the confirmation to the email you gave us.

Prices are in United States dollars and include the applicable service charge and VAT. The price you see when you confirm is fixed for your booking, even if the rate changes later.

2. Payment

Online payment takes place on our payment gateway's secure page; we never receive or store your card details. Depending on the rate, you pay the full amount or a deposit when booking; any balance is paid at the hotel.

3. Changes, cancellations and no-shows

Each rate has its own cancellation conditions, shown before you pay and in your confirmation. With a flexible rate you can cancel free of charge until the stated deadline; after that, or if you do not arrive, the rate's penalty applies. A non-refundable rate allows no changes or refunds.

Refunds are made to the same payment method; how long they take to appear depends on your bank. To change or cancel your booking, write to us at [email protected].

4. Check-in and check-out

Check-in is from 14:00 and check-out is until 12:00. Early check-in and late check-out depend on availability and may carry an additional charge.

5. Documents and guest register

On arrival, every guest must present a valid ID card or passport: the law requires us to keep a guest register. The person holding the booking must be at least 18 years old.

6. Children and adolescents

Guests up to 11 years old are considered children. Minors under 18 must stay with their parents or legal guardians; if travelling with someone else, they must present a notarized authorization from both parents with copies of their IDs.

Aira Hotel rejects all forms of sexual exploitation of children and adolescents, and works with the authorities to prevent and report it.

7. Invoicing

We issue an electronic invoice authorized by the SRI in the name you give us. An invoice to a final consumer ("consumidor final") can only be issued up to the amount allowed by regulations; above it, we need the customer's full details. You are responsible for the accuracy of your invoicing details.

8. During your stay

Aira is a smoke-free space; smoking inside the hotel may result in a special cleaning charge. Pets are not allowed, except assistance animals. Damage to the premises is charged to the room account.

We recommend keeping your valuables in the safe. Items left behind are kept for the periods set out in our lost-and-found policy.

9. Force majeure

We are not liable for failures caused by force majeure or unforeseeable events. If one affects your booking, we will contact you to find a solution together.

10. Your rights as a consumer

These terms do not limit the rights granted to you by Ecuador's Organic Consumer Protection Law. If you have a complaint, write to us at [email protected] and we will reply as soon as possible.

11. Governing law

These terms are governed by the laws of the Republic of Ecuador. Any dispute will be submitted to the competent courts of Cuenca, without prejudice to the rights the law grants you as a consumer.