General Policies of Hostal ALTUS

Our Services

• All services offered must be pre-booked and paid in full (100%) according to the prices published on our website: www.altiplanotravel.com/accommodation.
• Reservations include accommodation services, hot water, parking space, use of common areas and any extra services explicitly specified in the description of the reserved product.

Reception Service

• Due to the category of our accommodation, reception service is available from 9:00 AM to 8:00 PM. For arrivals outside these hours, prior arrangement with the receptionist is mandatory. This additional service may incur extra charges.

Cleaning and Janitorial Service

• Common areas such as hallways, shared bathrooms, kitchen, dining room, and reception are cleaned daily.
  Rooms are cleaned upon check-out. For stays longer than four nights, cleaning will take place on the fifth day.

Food service

• The lunch and dinner services listed on our website are provided by local businesses in Chusmiza who offer these services independently. As a facilitator of tourism offerings, we promote these services on our platform, but we are not responsible for the quality or content of the final service provided.
• Breakfast service outside of the stipulated hours has an additional price of $2,500 per person.

Pet Restriction

• Pets are not allowed due to the proximity of Isluga Volcano National Park, a protected area managed by CONAF. We recommend not bringing foreign domestic animals to the town of Chusmiza.

Check-In

• Guests must complete the check-in process to validate their reserved room. In case of any discrepancies with the contracted service, the Hostal ALTUS team will seek a solution to ensure the delivery of the agreed-upon service.

Check-Out

• During the check-out process, Hostal ALTUS staff will verify that the room's condition and amenities match the state it was in upon arrival. Any damage or loss will be the guest's responsibility.

Service	Schedule
Check-in	From 3:00 PM
Check-out	Until 12:00 pm
Reception	9:00 AM – 8:00 PM Outside of regular hours: coordinate in advance and pay $5,000 for each additional hour of service

Early Check-In and Late Check-Out Policy

(ALTUS Hostel – Gossip)

 

Important: Alternatively, you can cancel the proportional amount for the hours actually used in relation to the rate corresponding to your reservation. 

 

Services not included

• Laundry services, food not specified in the reservation or any extra not explicitly detailed in the reserved product.

Cancellation and Rescheduling Policies

• If the customer does not show up
• Failure to show up without prior notice at least 72 hours in advance will result in the loss of the amount paid.
• If the guest does not arrive before 8:00 PM on the day of their reservation and has not made prior arrangements, the room will be released and the reservation cancelled.
• If the customer leaves early
• No refunds will be given if the guest decides to leave before the agreed date.
• Refunds only to accounts at Chilean national banks.
• It is not possible to transfer to international banks because they are not listed as recipients in the local banking system.
• Options to receive your refund: Indicate a valid national account or request the refund in person at Hostal ALTUS (Chusmiza s/n, Huara Commune, Tarapacá Region).

Cancellations

• Cancellations made at least 72 hours in advance will be entitled to a 70% refund of the amount paid.
• Reservations made under special discounts are not eligible for cancellation or rescheduling.
• Applications submitted outside of the established hours will not result in any refund .

Rescheduling

• Date change requests must be submitted in writing to [email protected] at least 72 hours in advance. Please include your Chilean bank account details for the refund. Only one change per reservation is permitted.

Payments made by Transbank

• Cancellations will be processed every Wednesday. Transbank will then handle the refund, a process that may take between 48 and 72 hours.

Promotions and discounts

• Promotions and discounted programs are non-refundable and cannot be exchanged due to their promotional nature. They also cannot be rescheduled or have their selected dates changed. We appreciate your understanding and help you plan your package bookings and promotions accordingly. Furthermore, promotions cannot be combined or used in the same month. For example, the 3-night promotion can only be purchased once per month, and multiple promotions cannot be purchased during the same period.

Policies for Companies and Public Institutions

• Companies requiring an invoice must make payment via bank transfer or cash, indicating whether they are working under a purchase order or specific billing conditions. These requests should be sent to [email protected].
• Companies are responsible for the behavior of their staff and accept the current policies.

Special Rates and Discounts

• 5% discount: For bookings of 2 to 3 rooms for at least 3 nights.
• 10% discount: For bookings of 4 rooms for at least 3 nights.

Use of Images

• The audiovisual material captured by Hostal ALTUS staff may be used for promotional and/or marketing purposes. By contracting the services, the client accepts and assigns the exclusive rights to said material.

Acceptance of the Policies

• The guest accepts these general conditions by any of the following actions:
• Payment for contracted services.
• Acceptance of the corresponding invoice.
• Use of contracted services.

Policies for the Proper Use of Rooms at the ALTUS Hostel

With the aim of preserving our facilities, respecting the cultural and natural environment, and offering a quality experience for all our guests, the following policies are established:

1. Restrictions on the Use of Electrical Energy

• Solar System: Since the hostel operates on solar energy and does not have access to mains electricity in Chusmiza:
• Leaving lights on unnecessarily is not allowed.
• It is forbidden to plug in high electricity consumption equipment, such as kettles, irons, electric ovens or hair dryers.
• It is recommended to charge low-power devices, such as phones or cameras, during the day, when the system has greater generation capacity.
• If you continue to use high-consumption equipment, you will have to pay a fine of $25,000 and if you repeat the offense, you may be expelled from the premises, as your behavior goes against established policies. 

2. Prohibition of Eating in the Rooms

• Eating is not permitted in the rooms to prevent stains and damage to bedding (sheets, blankets, pillows) and furniture.
  This measure also prevents the accumulation of waste, unpleasant odors, and problems related to insects or pests.
• The common areas are available for eating (Dining Room).

3. Smoking Prohibition

• Smoking is strictly prohibited inside the rooms and in any enclosed space of the hostel, including the use of electronic cigarettes.
• Failure to comply with this rule will result in an additional charge for deep cleaning and deodorization.

4. Immediate Reporting of Problems

• Any damage, malfunction, or problem with the room's equipment should be reported immediately to the hostel staff for prompt resolution.
• Failure to report obvious damage may be considered negligence.

5. Liability for Damages

Any damage to the facilities or room equipment will be assessed and charged to the responsible guest according to a set price list. This includes:

• Permanent stains or damage to bedding.
• Damage to furniture, appliances, faucets or windows.
• Other damages identified in the room inventory.
• The adult guardian/legal authority must supervise the minor at all times and be responsible for any damage caused or incident suffered within the premises.

Schedule of charges for damages – Equipment for double rooms (2 places)

6. Efficient Use of Resources

• We ask our guests to contribute to the care of the environment:
• Avoid wasting water and electricity.
• Turn off lights and electrical devices when leaving the room.

7. Order and Cleanliness

• Guests are asked to keep their rooms in reasonable condition and cleanliness during their stay.
• Moving furniture or equipment out of the room without staff authorization is not permitted.

8. Exclusive Use of Rooms

• The rooms are for the exclusive use of registered guests. No additional people are allowed without prior authorization.

9. Good Behavior in Chusmiza

Respect for the Aymara Indigenous Community:

• Chusmiza is an Aymara indigenous community with unique traditions and customs. We ask our guests to maintain a respectful attitude towards the residents, avoiding any behavior that may be offensive or intrusive.

Consult if you have any questions:

• Before engaging in activities in the natural or cultural environment (such as hiking, plant collecting, or use of local resources), please consult hostel staff or a community member to ensure your activity is appropriate and respectful.

Caring for Nature:

• Littering and any actions that may damage the natural environment of Chusmiza are prohibited. Help preserve the beauty and biodiversity of this place for future generations.
  Hostal ALTUS Policies – All rights reserved.
  
  
  

Policies and Recommendations of the Chusmiza Thermal Spa

Opening Hours:

• General hours: 9:30 a.m. to 6:00 p.m.

General Rules:

• Lighting fires and using grills is prohibited.
• The use of loudspeakers is not permitted inside the spa.
• Camping or overnight stays are not allowed.
• Alcohol consumption and smoking are not allowed inside the premises.
• Please avoid bringing pets inside. If you do, they must be on a leash and supervised.
• The extraction of wild fruits or any alteration to the landscape is prohibited.
• Take your trash with you and dispose of it in the designated places.
• You are primarily responsible for your safety and the safety of your companions.

Policy on Use and Operation – Chusmiza Thermal Sector

Validity: from its publication.
Scope: applies to all persons entering the thermal complex, without exception.

1) Rates and payment method

• Rates valid until December 31, 2025 (also displayed on the entrance noticeboard):

  • General admission: $6,000

  • Children 3 to 10 years old: $4,000

  • Chusmiza Community (residents): $4,000

• Payment obligation: everyone entering the premises must pay admission, whether or not they bathe in the thermal baths.

• Payment: is made directly at the thermal baths (methods informed at the ticket office).

• Invoice: If you require an invoice, please indicate this upon registration and provide your tax information (Tax ID, company name, business activity, and email address). Retroactive invoices are not issued.

• Semi-annual readjustment (from 2026): prices will be updated according to the variation of the CPI and new investments/improvements of infrastructure, safety, hygiene or operation.

2) Schedules, capacity and shifts

• Operating hours (daytime): 09:30 to 18:00 hours .

• Capacity: regulated for safety and hygiene; management may pause admissions to avoid overloading.

• Shifts: each area has maximum times to encourage rotation.

3) Rules of use by space

Private cabins (≈ 35 °C)

• Relaxation for individuals or couples.

• Max. 30 min per shift.

• Keep noise down.

Irrigation tank (≈ 25 °C)

• Family/recreational use.

• Max. 40 min per shift.

• Permanent supervision of children.

• Respect shared space.

Sinkhole (≈ 45 °C)

• Therapeutic use and short sessions.

• Max. 15 min per session.

• Hydration before and after.

• Minors only with a responsible adult and at the discretion of staff (access may be restricted due to temperature).

Safety note: Excessive use may cause discomfort (dizziness, drowsiness, faintness) due to temperature and minerals. If you have high blood pressure, are pregnant, have heart/kidney disease, epilepsy, or another medical condition, consult a healthcare professional beforehand. If you experience any symptoms, get out of the water and notify staff.

4) Ten Commandments of Good Living, Hygiene and Coexistence

1. Shower before entering swimming pools/bathtubs.

2. Swimsuit required (swimming in street clothes is prohibited).

3. It is forbidden to use soaps, shampoos, oils or creams in the water.

4. No eating or drinking inside swimming pools/bathtubs (only in designated areas).

5. Stay hydrated with drinking water outside of swimming pools.

6. Respect shifts and maximum times.

7. Low volume of voice and devices.

8. Loud speakers and music: PROHIBITED.

9. Alcohol and drug use is prohibited throughout the premises.

10. No pets allowed.

11. Children must always be supervised by a responsible adult.

12. Keep clean: dispose of waste in containers.

5) Children and adolescents

• Constant supervision by a responsible adult.

• Staff may restrict access to areas with higher temperatures.

• Rough play and running in wet areas are prohibited.

6) Health and safety

• Report relevant medical conditions to staff.

• Avoid prolonged immersion and sudden changes in position.

• Wear non-slip footwear in wet areas.

• Fires, bonfires or barbecues are prohibited throughout the premises.

• Report accidents or illnesses immediately.

7) Right of admission, sanctions and refunds

• The administration reserves the right of admission and continued stay for reasons of safety, hygiene or coexistence.

• Violations (noise, loud speakers/music, fire/bonfires/barbecues, pets, alcohol, aggression, vandalism, removal of flora) will result in immediate removal from the premises WITHOUT any refund of the entrance fee.

• Damage to infrastructure/utensils will be charged to the responsible party, in addition to any other applicable actions.

• Refunds/transfers are governed by the policy published at the ticket office and/or website.

8) Environmental management and heritage

• Avoid wasting water and respect the signs.

• It is forbidden to remove materials, rocks, wild cactus fruits or any plant from the area, as well as to interfere with sources/pipes.

• Follow the staff's instructions to preserve the thermal and mineral balance of the waters.

9) Nighttime thermal service

• Price: $17,000 per person.

• Schedule: 9:00 PM to 12:00 AM.

• Advance booking: via https://www.altiplanotravel.com/entradas-termas-nocturnas .

• Subject to availability, weather conditions and all the rules of this policy.

10) Communication and complaints

• Inquiries/suggestions/complaints to Administration (access) or through official channels.

• Receipts and invoices: request upon entry.

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By entering the premises, you declare that you are aware of and fully accept this policy. Failure to comply with any of its points empowers the management to take immediate measures for the safety of all persons, the well-being of all visitors, and the preservation of the thermal resource and its surroundings.