DIRECT BOOKING TERMS

This is an English translation. View the legally governing Spanish version here.

Version 1.3 · Effective August 28, 2026

These Direct Booking Terms apply to all reservations made directly with VISTA NALU, including reservations requested through our website, email, WhatsApp or another direct communication channel.

Before a booking is confirmed, the guest will receive an individual Booking Summary stating the selected accommodation, dates, number of guests, total price, applicable taxes and fees, and payment conditions.

1. Accommodation provider

The accommodation service is provided by:

VISTA NALU LIMITADA
Legal entity ID: 3-102-823463
Operating address: Calle Castillo, 180 meters northeast of Griss Lodge, Santa Teresa de Cóbano, Puntarenas 60111, Costa Rica
Email: info@vistanalu.com
Phone / WhatsApp: +506 8606 8932

VISTA NALU provides non-traditional tourist accommodation at Villa Nalu, Casa Cueva, Casa Surya and Casa Selva.

2. Documents forming part of the booking

The booking is governed collectively by:

  1. the individual Booking Summary;

  2. these Direct Booking Terms;

  3. any special conditions or material information communicated in writing before confirmation;

  4. the House Rules applicable to the booked accommodation.

In the event of a conflict, the specific conditions stated in the individual Booking Summary will prevail, provided they were communicated to and expressly accepted by the guest before payment.

3. Inquiries, availability and courtesy holds

An availability inquiry or quotation does not constitute a confirmed reservation.

Availability may change until VISTA NALU confirms a courtesy hold or the final booking in writing.

Once the guest selects an accommodation, VISTA NALU may offer a courtesy hold. Its duration will be stated in writing and will normally be limited to a maximum of 24 hours.

If the required acceptance and payment are not received within that period, VISTA NALU may release the dates without liability to the guest.

4. Booking confirmation

A booking is confirmed only when:

  1. the guest has expressly accepted the Booking Summary and these Direct Booking Terms in writing;

  2. VISTA NALU has received the required initial payment; and

  3. VISTA NALU has issued a written booking confirmation.

Acceptance may be provided by email, WhatsApp or another electronic channel used to arrange the booking.

The lead guest must be at least 18 years old and is responsible for the booking and for compliance with these terms by all accompanying guests and authorised visitors.

5. Prices, taxes and currency

Unless otherwise stated, prices are quoted in United States dollars, USD.

The Booking Summary will clearly show:

  • accommodation price;

  • cleaning fee;

  • additional services, if applicable;

  • value added tax, IVA;

  • total booking price.

Only the prices stated in the individual Booking Summary apply.

The applicable IVA will be included in or shown separately from the total price in accordance with Costa Rican tax law.

VISTA NALU will issue the applicable electronic tax document.

6. Payment conditions

Unless the Booking Summary states otherwise:

  • an initial payment of 50% of the total price is required to confirm the booking;

  • the remaining 50% must be paid no later than 14 days before check-in;

  • bookings made within 14 days of check-in require full payment at confirmation.

The exact payment amounts and due dates will be stated in the individual Booking Summary.

If payment is not received by the agreed deadline, VISTA NALU may cancel the courtesy hold or booking after notifying the guest in writing.

Payment is considered completed only once the funds have been received and confirmed by VISTA NALU.

7. Guest cancellations

All cancellations must be made in writing.

Unless a different special rate is expressly stated in the Booking Summary, the following conditions apply:

30 days or more before check-in

The guest will receive a full refund of all amounts paid.

15 to 29 days before check-in

50% of the total booking price is non-refundable.

If the guest has already paid more than 50%, the applicable difference will be refunded.

14 days or fewer before check-in

100% of the total booking price is non-refundable.

No-show or early departure

No refund will be given for:

  • failure to arrive;

  • arrival after the booked check-in date;

  • early departure;

  • nights or services not used by the guest.

Approved refunds will be processed by VISTA NALU within a reasonable period. Refunds are made less any payment processing fees, bank charges and statutory withholdings already deducted from the original payment and not returned to us by the bank or payment provider — for international bank transfers, this includes the incoming transfer fee and the cost of the return transfer. We will show you these amounts on request. The time required for the funds to appear in the guest's account depends on the relevant bank or payment provider and can take up to 30 days.

Guests are strongly encouraged to obtain travel insurance covering illness, flight cancellation or delay, family emergencies and other unforeseen circumstances.

These cancellation conditions apply without prejudice to any mandatory right of withdrawal or other non-waivable consumer right that may apply under Costa Rican law.

8. Changes to dates or accommodation

All change requests are subject to availability and written approval by VISTA NALU.

When a change is approved:

  • the prices and conditions applicable to the new dates will apply;

  • any price difference must be paid before the change is confirmed;

  • the change is not confirmed until VISTA NALU issues written confirmation.

A change request does not automatically suspend the cancellation terms of the original booking.

Changes requested during a non-refundable period may be declined or exceptionally approved at VISTA NALU’s discretion.

9. Cancellation or modification by VISTA NALU

If an unforeseen circumstance prevents VISTA NALU from providing the booked accommodation, VISTA NALU will notify the guest as soon as reasonably possible and offer, subject to availability:

  1. comparable or upgraded alternative accommodation;

  2. alternative dates acceptable to both parties; or

  3. a refund of the amounts paid for accommodation that cannot be provided.

The guest may reject an alternative that is materially different from the booked accommodation and request the applicable refund.

Nothing in this clause limits any mandatory consumer rights.

10. Guest numbers and occupancy

The booking is valid only for the number of guests stated in the confirmation.

The maximum occupancy of the accommodation must not be exceeded.

Before or during the stay, VISTA NALU may request:

  • full guest names;

  • passport or identification details;

  • information required for registration, invoicing, security or legal compliance.

Additional overnight guests are not permitted without prior written approval.

External visitors require prior approval and must respect the property’s capacity, privacy and quiet environment.

11. Check-in, check-out and access

Check-in and check-out times will be stated in the Booking Summary and confirmation.

Early check-in and late check-out:

  • are subject to availability;

  • require written confirmation;

  • may incur an additional fee.

Access to VISTA NALU includes a short but steep section. Guests arriving with luggage are advised to arrange transport to the property. A 4x4 vehicle is recommended, particularly during the rainy season.

Guests are responsible for following the access, parking, key, entry-code and other arrival instructions provided before or upon arrival.

12. House Rules

To protect the safety, tranquillity and quality of VISTA NALU:

  • parties, events and unauthorised gatherings are not permitted;

  • smoking and vaping are not permitted inside the accommodation;

  • illegal activities are prohibited;

  • excessive noise must be avoided;

  • unregistered guests and visitors are not permitted without approval;

  • furniture, equipment and decorative items must be treated with care;

  • professional events, commercial photography and productions require prior written approval;

  • pets are permitted only with prior written approval;

  • waste, recycling, water, energy and air-conditioning instructions must be followed.

Reasonable operational and safety instructions provided in the digital guest guide form part of the rules for using the property, provided they do not materially alter the conditions accepted before booking.

A serious breach, illegal activity or conduct endangering people or property may result in termination of the stay. Where appropriate, VISTA NALU will first ask the guest to correct the breach.

13. Pools, terraces and safety

Villa Nalu, Casa Cueva and Casa Selva include a private pool or plunge pool as described for the booked accommodation.

No lifeguard is provided.

Guests must:

  • use pools and terraces responsibly;

  • supervise children at all times;

  • avoid running, pushing or dangerous behavior;

  • keep glass containers away from pool areas;

  • follow all safety instructions;

  • avoid entering the water while excessively affected by alcohol or other substances.

Any defect, slippery surface, damage or safety concern must be reported immediately.

14. Damage, missing items and extraordinary cleaning

The lead guest is responsible for damage caused deliberately or negligently by the guest, accompanying guests, authorised visitors or pets.

All damage or accidents must be reported immediately.

VISTA NALU may request payment for:

  • reasonable and documented repair costs;

  • replacement of damaged or missing items;

  • extraordinary cleaning clearly exceeding normal use;

  • external services required as a direct result of a guest’s breach.

Normal wear and tear is not considered damage.

Where applicable, VISTA NALU will provide a reasonable explanation and documentation of the amount claimed.

A security deposit will apply only when expressly stated in the Booking Summary before confirmation.

15. Nature, climate and local services

VISTA NALU is located in a natural tropical environment.

Guests acknowledge that conditions associated with Costa Rica and Santa Teresa may occur, including:

  • heavy rain, wind, humidity and high temperatures;

  • insects, wildlife and natural sounds;

  • temporary interruptions to electricity, water, internet or external services;

  • changes in road conditions;

  • maintenance required for the safe operation of the property.

VISTA NALU will take reasonable steps to prevent and resolve issues within its control and will keep guests informed when a situation may materially affect the stay.

Any known construction, restriction or material circumstance will be disclosed before confirmation and, where relevant, included in the individual Booking Summary.

16. Third-party services

VISTA NALU may assist guests in contacting third-party providers offering services such as:

  • transport;

  • vehicle rental;

  • surf lessons;

  • yoga;

  • massage;

  • excursions;

  • private chefs;

  • laundry;

  • restaurant reservations;

  • other local services.

Unless expressly stated otherwise, these services are provided by independent third parties and are subject to their own prices, availability, terms and responsibility.

VISTA NALU will inform the guest when it acts only as a contact or intermediary.

17. Force majeure

Force majeure means an unforeseeable or unavoidable event outside the reasonable control of the parties that materially prevents performance of the booking, including natural disasters, official closures, major emergencies, civil unrest or widespread infrastructure failure.

The parties will try to find a reasonable solution, such as alternative dates or accommodation.

If VISTA NALU cannot provide the accommodation due to force majeure, amounts relating to accommodation not provided will be refunded unless the parties agree in writing to a credit or date change.

If the guest is unable to travel, the accepted cancellation conditions will apply unless mandatory law requires otherwise or VISTA NALU approves an exceptional solution in writing.

18. Issues and complaints during the stay

Guests should report any issue as soon as possible so that VISTA NALU has a reasonable opportunity to investigate and resolve it.

Where possible, the report should include:

  • a description of the issue;

  • date and time;

  • photographs or videos;

  • the impact on the stay.

VISTA NALU will respond reasonably and seek a solution proportionate to the circumstances.

This clause does not limit the guest’s legal consumer rights.

19. Personal data

VISTA NALU will process personal data as necessary to:

  • respond to inquiries;

  • prepare and administer bookings;

  • process payments;

  • issue electronic tax documents;

  • register guests;

  • provide pre-arrival and in-stay assistance;

  • meet legal, tax, security and administrative obligations;

  • manage complaints, damage or emergencies.

Data may be shared when necessary with payment providers, authorised staff, operational providers, professional advisers or competent authorities.

Personal data is also governed by the VISTA NALU Privacy Policy available on our website.

20. Electronic communications and acceptance

The guest agrees that booking-related communications may be sent by email, WhatsApp or another agreed electronic channel.

Express written acceptance, together with the required payment, may serve as evidence that the guest accepted:

  • the Booking Summary;

  • the total price;

  • the payment schedule;

  • the cancellation policy;

  • these Direct Booking Terms.

Before acceptance, VISTA NALU will make these terms available to the guest in a format that can be saved or printed.

VISTA NALU will retain a copy of the relevant communications and the version of the terms accepted for each booking.

21. Governing law, language and consumer rights

The booking and these terms are governed by the laws of the Republic of Costa Rica.

The parties will first attempt to resolve any disagreement through direct, good-faith communication.

If no resolution is reached, the matter may be submitted to the competent administrative or judicial authorities in Costa Rica, without limiting mandatory consumer rights.

The Spanish version is the primary version of these terms. The English version is provided as an informational translation. In the event of a discrepancy, the Spanish version will prevail, subject to mandatory consumer rights.

22. Amendments and severability

The version applicable to a booking is the version supplied or linked to the guest before acceptance.

VISTA NALU may update these terms for future bookings. Later changes will not alter an already confirmed booking unless agreed in writing or required by law.

If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

23. Contact

For questions concerning a direct booking:

VISTA NALU LIMITADA
Legal entity ID: 3-102-823463
Email: info@vistanalu.com
Phone / WhatsApp: +506 8606 8932
Santa Teresa de Cóbano, Puntarenas, Costa Rica