Reservations and Payments

  • How can I book a tour?

You can book directly on our website, in the “Our Tours” section, or through our WhatsApp +56 9 6446 1423, whose link can be found on the homepage.

  • Do I need to pay the full amount at the time of booking?

Yes, it is necessary to pay the full amount for the tour(s) booked in order to confirm your reservation.

  • What payment methods do you accept?

You can pay for your excursions with a credit card, debit card, or in cash at our office located at Santa Lucía 270, office 501, Santiago Centro (we accept Brazilian reais, US dollars, and Chilean pesos). You can also contact us to facilitate payment via Pix, PayPal, or to receive a payment link if you prefer to pay online.

  • Will I receive a confirmation after booking?

Once the payment is made, our reservations team will contact you to confirm your booking. Additionally, the day before your tour, we will send all necessary information, including the pick-up time, so you can enjoy your experience with complete peace of mind.

  • How far in advance should I book a tour?

Reservations must be made with prior payment at least 48 hours before the tour (some tours may require more advance notice). Without payment, your spot is not guaranteed.

Changes, Cancellations, and Refunds

  • Can I change the date of my tour?

Yes, you can change the date of your tour as long as it does not include tickets. The request must be made at least 48 hours in advance to process the change.

Bookings for tours to Viña Alyan, Parque Farellones, Centro de Ski El Colorado, or Centro de Ski Valle Nevado cannot be modified or canceled once payment has been made.

Refunds are also not available for these tours, as tickets for the vineyard or mountain centers are purchased in advance by the agency and have a specific usage date.

  • What is the cancellation policy?

You can review all our cancellation policies on the Terms and Conditions page.

  • Is there a refund if I cancel my booking?

In cases of force majeure, such as adverse weather conditions, natural phenomena, protests, or strikes in the country, Lucero Travel Chile may cancel your tour and offer the option to reschedule for a new date. If rescheduling is not possible, a 100% refund will be issued.

For cancellations due to other reasons not previously mentioned, refunds will be issued according to the terms outlined in our Cancellation Policies available on the Terms and Conditions page.

  • What happens if I cannot attend the tour on the scheduled day?

If you cannot attend the day of your tour, you must contact the reservations team to reschedule.

If rescheduling is not possible, refunds will be evaluated based on the type of tour and the notice period given.

If the notice is given during the pick-up time, it will be considered a No-Show.

You can review all our policies on the Terms and Conditions page.

  • What happens if the tour is canceled due to bad weather?

Lucero Travel offers the option to reschedule your tour for a new date. If rescheduling is not possible, a 100% refund will be issued.

Logistics and Meeting Points

  • Do you offer hotel pick-up?

Yes, we provide pick-up and drop-off services at various hotels in Santiago for greater convenience. You can check the map of our tourist area at the following link (Pick-up Map).

  • Are there meeting points?

If you are outside our hotel coverage area, we can assign a nearby meeting point. Additionally, if your location is not too far from our coverage area, it is possible to arrange a pick-up at your accommodation for an additional charge of $5,000 per person, subject to prior confirmation by our team.

  • How early should I arrive before departure?

We recommend being at your hotel reception 5 to 10 minutes before the scheduled time to speed up the pick-up process and ensure a punctual departure.

  • What happens if I am late?

If you arrive late at the meeting point, you may miss the tour, as the guide and driver will wait a maximum of 10 minutes after the scheduled pick-up time.

Tour Recommendations

  • What should I bring on the tour?

Bring only what is necessary to enjoy the tour: some cash if needed, your phone with battery to capture the best moments, water to stay hydrated, and comfortable clothes suitable for the activity.

We recommend not bringing valuables to avoid any inconvenience.

  • What clothing or footwear is recommended?

It is recommended to wear comfortable clothing and footwear suitable for the tour you booked, especially for full-day tours, where there is a lot of walking, or mountain excursions, where the terrain may be uneven.

  • Are tours conducted in any weather?

Yes, tours are conducted under any weather conditions, except in adverse situations such as landslides, floods, or snowstorms that may hinder access to our tourist points.

In such cases, the tour will be rescheduled for another date, or the option to switch to another tour will be offered.

Children and Special Conditions

  • Are the tours suitable for children?

Most of our tours are suitable for children; however, some programs do not allow participation for those under 18 years old. Therefore, we recommend carefully reviewing the tour catalog, where the age restrictions for each experience are specified.

  • Are there special rates for children?

Yes! In our catalog, you will find rates for adults and children. You can also request this directly via our WhatsApp +56 9 6446 1423.

  • Can older adults participate?

At Lucero Travel, our tours are also designed for senior citizens so that everyone can fully enjoy the experience. You just need to notify us in advance, and we will make the necessary adaptations for your comfort.

Tourist Information

  • Are tours available year-round?

Many of our tours are available throughout the year. However, we have exclusive experiences depending on the season, such as ski resort tours in winter.

We invite you to subscribe to our newsletter to stay updated on news and changes to our catalog each season.

  • Do I need travel insurance?

It is recommended that all tourists enter Chile with travel insurance to be protected in case of emergencies. Lucero Travel does not provide this service, so we suggest arranging it prior to your arrival in the country.

  • Can I leave belongings in the vehicle?

Yes, it is possible to leave belongings in the vehicle; however, each passenger is responsible for the care and safekeeping of their personal items. The company is not responsible for loss, damage, or theft.

  • Can I book if I don’t speak Spanish?

Of course! At Lucero Travel, we offer tours in Spanish, Portuguese, and English, so language will not be a barrier to experiencing the #LuceroExperience.