Hotel Policies
For a peaceful and pleasant coexistence, it is important that guests:
When making the reservation
- Inform about the ages of the children accompanying them and any special needs they may have.
- Inform about any particular health-related requirements of any of the visitors.
- It is important to have read the information regarding your safety that was sent to you by Luna del Llano upon confirming the reservation, or that is found on the wall of the room or walls of the facilities.
Upon arriving at the hotel and enjoying the facilities
- Observe the suggestions for interaction with other guests while respecting recommended safety measures.
- Supervise the actions of minors accompanying you to ensure their safety.
- There should always be an adult responsible for supervising minors in the pool and terrace on the second floor of the hotel and on the paths of the estate.
- At night, when walking outside a building, in the gardens, on the path to the pool or restaurant, do so with a light, whether it be a flashlight, the light from a phone, or any other form of illumination. The hotel is part of an estate that is the natural habitat of the region's flora and fauna.
- Observe safety measures to protect your belongings by locking the car and securing the room when no one is in it. Likewise, do not leave valuable belongings forgotten in public places.
At the pool, the following is appreciated:
- Showering before entering, particularly after vigorous physical activity or walking in mud during the rainy season.
- Do not enter the pool from any place other than the stairs, and definitely DO NOT jump from the edge into the pool.
- No food consumption in the pool.
- No drinks in glass containers in the pool area and even less inside the pool.
- Do not leave any paper or trash outside the trash can, and also use the recycling bins located in the restaurant area.
Additionally, the owners and managers appreciate any action that contributes to the care of Mother Nature and her resources:
- Turn off lights and fans when leaving the room;
- Report any defects or accidents that waste water.
- Report any observations about the precarious condition of any little animal or about a visible excess of any type of insects or about the presence of any being whose presence intimidates you: a spider or a frog, for example. Rarely, and at certain times of the year more than others, it is possible to see snakes. Most are not venomous, but reporting the sighting is an important responsibility. Taking a photo is a good idea.
Frequently asked questions and policies (FAQ'S)
What time is check-in and check-out at the hotel?
You can check into the room starting at 2:00 p.m. and check out by 12:00 p.m. You can enter the complex starting at 10:00 a.m. and leave after lunch. If the room is ready before two and you are already with us, we can gladly allow an earlier check-in.
What is the latest time for check-in?
The reservation confirmation should be done electronically if possible 24 hours before check-in. You can enter your room between 2:00 p.m. and 7:00 p.m. on the day of your reservation. If you need to arrive later, please call the hotel and we will coordinate your arrival. (506) 85215000
Do you allow pets?
Only small to medium-sized dogs, one per room, and with their own bed that must be shown upon entry and kept on a leash AT ALL times. They are not allowed on beds or furniture or to bathe in the pool. The owner or caregiver must pick up any waste produced by them. The safety of the pet is the owner's responsibility, as well as any unintentional damage they may cause.
Is there internet and wifi?
Yes, in the restaurant area, terrace, and rooms.
Is there AC and TV in the rooms?
Yes, there is AC and a screen for streaming. The rooms have two large windows and a ceiling fan. With some exceptions, the temperature is pleasant due to being in a forest. If you want to experience sleeping under the stars, you can request a "tijereta" at no additional cost and enjoy the coolness outdoors during summer nights. The Terrace, which is the second floor of the hotel, has a screen and is a pleasant and cool place. Normally, those of us who live here do not feel mosquitoes or insects, but it is recommended to bring repellent. Phil and I, the owners, live in a house adjacent to the hotel. We prefer not to use air conditioning, just like some guests, and we do not need repellent.
What time is breakfast served?
From 7:30 a.m. to 9:30 a.m. A staff member will ask you upon receiving your room what time you would like to have breakfast.
Is the parking safe?
Experience tells us yes. Since we opened in 2013, we have not had any incidents of vandalism or car theft either at the hotel or at our adjacent house. Cars must remain locked at all times and the alarm armed if they have one. The safest place is one where there is no opportunity to commit a wrongdoing. It is not advisable to leave any valuables in the car. After 7:00 p.m. the gate must be closed. Please close it when entering and exiting after that hour. The parking has cameras. The security of the vehicle is not the hotel's responsibility. This also applies to the campsite.
Is the restaurant open all day?
No. The restaurant opens for breakfast as long as there are guests. Normally the restaurant opens to the public Thursday to Sunday from 7:30 to 4:30. We open for dinner, both for guests and other customers by reservation. Please consult the server during breakfast about dinner options, they are very popular.
Is there a bar? When is it open?
From Thursday to Sunday, the bar is open during the day. All the time, you will have access to soft drinks, beer, and other beverages in the hotel's community refrigerator through the “honors list” system. A self-service where you access the refrigerator, take what you want, write down your name and date. The balance is settled during dinner each day. This is a small and very family-friendly place. In high season or when we have social activities, from 4:00 p.m. to 6:00 p.m. there is “Happy hour” and service of cocktails, natural drinks, and beer in the restaurant. The bar remains open while there are visitors or while the activity lasts. The cocktails are very tasty and there is a variety of beer and wines. You can order a bottle and take it to your room, gardens, or terrace. The prices are very affordable.
What time does the pool close?
At 11:00 p.m. If when leaving the pool, even if it is earlier, there is no one left, we kindly ask you to turn off the light.
Can food and drinks be taken to the pool?
Yes, but you should not consume food while in the pool, you can consume drinks in plastic cups. No containers or glassware are allowed in the pool area, outside of the ranch. The exception is if there is a party and it is being attended by hotel staff.
Is there bar and restaurant service at the pool?
No unless you have reserved an event or celebration that includes service at the pool.
Can guests use the ranch and the grill?
Of course! We are happy to provide you with the BASICS: cutting board, knife, tongs, skewer, a couple of metal plates, pieces of firewood, and matches. Any extra utensils and charcoal must be brought by the guest.
What time is silence observed in the hotel?
Guests appreciate quiet conversations starting at 10:00 p.m. If you listen to music in the hotel, it is appreciated to use headphones. When there is a social activity in the restaurant, there is music at a volume but it is never loud. If you are a guest and the music is too loud for you, we appreciate you letting us know. We will resolve it by lowering the volume or providing you with a noise canceler. (Earplugs) The music or noise will cease by 12 a.m. at the latest.