Last updated: 2025-09-30
Site operator / Merchant: Los Lagos International LLC, trading as “Alura Stays” (USA)
Contact: info@alurastays.com (Mon–Fri, 09:00–18:00 ET)

1) Service description

Alura Stays (“Alura”) enables the booking and payment of short-term accommodations displayed on its website and official channels, and manages the guest experience in line with Alura’s hospitality standards (quality, communication and house usage guidelines). Some properties are owned by third parties; nevertheless, booking, charging and coordination are centrally managed by Alura under these Terms and the applicable House Rules for each unit.

2) Prices, taxes and currency

Unless otherwise stated, prices are shown in USD. Local taxes or fees may apply depending on the destination. Any currency conversion shown is indicative.
Service delivery: the service is deemed delivered at check-in on the confirmed booking date.

3) Payment terms (Stripe)

Deposit at booking: 50% of the total, charged upon confirmation.
Balance: 7 days before check-in.
Bookings made within 7 days of arrival: 100% charged upon confirmation.
Payment methods: Visa, Mastercard, American Express, Apple Pay and Google Pay (via Stripe). Bank transfer where applicable (funds must clear ≥ 5 business days before the balance due date).
Charge descriptor: “ALURA STAYS” (or similar).
Authorization & secure tokenization: by confirming the booking, the guest authorizes Alura and Stripe to tokenize the payment method and to process automatic charges per the informed schedule (balance; security pre-authorization; documented damage charges or additional services requested). Alura does not store card data directly; processing is performed by Stripe, a PCI-DSS certified provider.
Refunds: processed to the original method and may take 5–10 business days depending on the issuer.
Possible issuer fees: your bank may apply international/FX fees; such fees are outside Alura’s control.

4) Security deposit / pre-authorization

A USD 200 pre-authorization may be placed per booking 48–72 h before check-in. This is not a final charge and its release depends on the issuer. Damages, losses, unreturned keys, extra cleaning or rule breaches may be charged to the stored method or deducted from the deposit, with supporting documentation.

5) Confirmation, check-in / check-out and ID verification

A booking is confirmed once the corresponding payment is approved and the email confirmation is issued.
Check-in: 15:00 | Check-out: 11:00.
Minimum age of lead guest: 21 (or as required by local law).
Mandatory ID verification: Alura may request a government ID, selfie and/or 3-D Secure authentication, and billing data matching. Failure to complete verification may result in cancellation for security reasons (refunds handled per the applicable policy).

6) Cancellation policy and refunds

• Up to 14 days before check-in: 100% refundable.
• From 14 to 3 days before: 50% refund of the total.
• Less than 3 days: non-refundable.
  If Alura re-sells cancelled nights, it may refund the portion effectively re-sold, minus a 5% administrative fee.

7) Changes

Date changes are subject to availability and to the rates in effect at the time of change. Additional charges may apply.

8) No-show and early departures

No-show: 100% of the stay is charged.
Early departure: no refund.

9) House Rules (general and specific)

General rules across all properties:

• No parties or events without prior written authorization.
• No smoking indoors.
• Respect quiet hours and community rules; penalties may apply for excessive noise or inappropriate conduct.
• Maximum occupancy is as stated in the confirmation and may not be exceeded.
  Each property also has specific House Rules provided at booking or prior to check-in and they form part of these Terms.

10) Channel differences – Third-party / OTA bookings

If you book through third parties (OTAs or other intermediaries), their terms, cancellation policies or charge schedules may differ from those on Alura’s website, including stricter terms published by the third party. In case of discrepancy, the policy displayed on the channel where the booking is made prevails.

11) Fraud, risk and security cancellations

Alura may decline or cancel bookings upon signs of fraud or non-compliance (e.g., Stripe Radar flags, inconsistent data), and may request additional information. For preventive security cancellations, undelivered amounts will be refunded.

12) Damages and responsibilities

The lead guest is responsible for diligent use of the unit and compliance with rules. Damage charges will be documented and may be debited from the stored method or the deposit.

13) Customer support

Payment, billing or stay inquiries: info@alurastays.com (Mon–Fri, 09:00–18:00 ET).
Target response time: 24–48 business hours.

14) Privacy, security and cookies

Payments are processed via Stripe. Alura does not store card data. Stripe complies with PCI-DSS.
Personal data is processed under our Privacy Policy and Cookies Policy published on the site. By using the service, you accept those policies.

15) Force majeure

If force majeure events (disasters, emergencies, acts of authorities) prevent service delivery, Alura may offer re-booking or credit in accordance with applicable laws and destination-specific conditions.

16) Governing law and jurisdiction

These Terms are governed by the laws of the State of Delaware, USA. Any dispute shall be submitted to the competent courts of Delaware, without prejudice to non-waivable consumer protection rights applicable in the country where the property is located.