{"id":727,"date":"2022-06-16T13:38:10","date_gmt":"2022-06-16T13:38:10","guid":{"rendered":"https:\/\/opalcollection-staging.azds.com\/capitana\/?page_id=727"},"modified":"2025-01-20T08:58:47","modified_gmt":"2025-01-20T13:58:47","slug":"policies-guidelines","status":"publish","type":"page","link":"https:\/\/opalcollection-staging.azds.com\/capitana\/policies-guidelines\/","title":{"rendered":"Policies & Guidelines"},"content":{"rendered":"\n
<\/div>\n\n\n
\n

RESERVATIONS POLICY<\/h1>\n<\/div>\n\n\n
<\/div>\n\n\n
\n

RESORT FEE:<\/h2>\n<\/div>\n\n
\n

A daily $35 resort fee provides every guest with:<\/p>\n<\/div>\n\n

\n
    \n
  • Daily continental breakfast<\/li>\n\n\n\n
  • Self-parking for registered guests<\/li>\n\n\n\n
  • 24-hour access to the fitness center<\/li>\n\n\n\n
  • Pool and beach towel service<\/li>\n\n\n\n
  • Poolside refreshments daily<\/li>\n\n\n\n
  • Use of business kiosk<\/li>\n\n\n\n
  • Wireless high-speed internet access<\/li>\n\n\n\n
  • Unlimited local and toll-free phone calls<\/li>\n\n\n\n
  • In-room bottled water<\/li>\n\n\n\n
  • In-room Nespresso coffee machine<\/li>\n\n\n\n
  • In-room umbrella and ponchos for use during rain<\/li>\n<\/ul>\n<\/div>\n\n
    \n

    100% of the resort fee is used to support these services. No portion of the resort fee constitutes a gratuity, and no portion goes to any resort associate.<\/em><\/p>\n<\/div>\n\n

    \n

    CHECK-IN & PAYMENT POLICY<\/h2>\n<\/div>\n\n
    \n

    At check-in, the front desk will verify your check-out date. For your security, a photo ID is required upon check-in to verify your reservation. Rates quoted are based on check-in date and length of stay. Should you choose to depart early, price is subject to change. <\/p>\n<\/div>\n\n

    \n

    ADDITIONAL POLICIES<\/h2>\n<\/div>\n\n
    \n

    We reserve the right to cancel or modify reservations where it appears that a customer has engaged in fraudulent or inappropriate activity or under other circumstances where it appears that the rates or details of the reservation contains or resulted from a mistake or error. <\/p>\n<\/div>\n\n

    \n

    CREDIT AND DEBIT CARD POLICY<\/h2>\n<\/div>\n\n
    \n

    The credit or debit card used for booking must be the same card presented for payment along with a valid photo ID upon check-in. In addition to the deposit(s) taken prior to arrival, a pre-authorization amount will be placed on your card at check-in. This is a temporary hold of a specific amount – it is not a charge to your account, but it can create a hold on those funds or against credit availability. We also may charge your card for any damages to the room or premises you or your guests cause. Once your actual incurred charges are posted at check-out, based on your bank, credit card company, or institution’s policy, it can take anywhere from 24 hours to 30 days for the original pre-authorization amount to be removed. It is your responsibility to be aware of how your bank, credit card company, or institution handles all of your transactions, including pre-authorizations. The hotel will not be responsible for any delay in releasing funds, or returning availability or any fees or charges by your bank, credit card company, or institution as a result of your use of a credit or debit card. We are unable to remove pre-authorizations directly through our hotel. We do not accept any third-party billing. This policy applies for all reservations.<\/p>\n<\/div>\n\n

    \n

    CANCELLATION POLICY<\/h2>\n<\/div>\n\n
    \n

    Full deposit due 7 days prior to arrival. If you cancel inside of 7 days prior to arrival the full deposit will be forfeited.<\/p>\n<\/div>\n\n

    \n

    For stays during holidays and special events a full deposit is due 30 days prior to arrival. If you cancel 30 days prior to arrival the full deposit will be forfeited.<\/p>\n<\/div>\n\n

    \n

    ALCOHOL POLICY<\/h2>\n<\/div>\n\n
    \n

    Alcoholic beverage service is restricted to those 21 years or older (with valid identification).<\/p>\n<\/div>\n\n

    \n

    AGE REQUIREMENT POLICY<\/h2>\n<\/div>\n\n
    \n

    Guests must be 21 years or older to reserve a room & check-in.<\/p>\n<\/div>\n\n

    \n

    CHECK CASHING POLICY<\/h2>\n<\/div>\n\n
    \n

    Check cashing services are not available.<\/p>\n<\/div>\n\n

    \n

    EARLY DEPARTURE POLICY<\/h2>\n<\/div>\n\n
    \n

    Early departures result in a charge of a full night’s room and tax. If during a minimum stay requirement period, guest will be charged for entire stay.<\/p>\n<\/div>\n\n

    \n

    ENVIRONMENTAL POLICY<\/h2>\n<\/div>\n\n
    \n

    The Capitana Key West is dedicated to educating, promoting and encouraging our guests and staff to be ecologically conscious by reducing water and energy consumption as well as reducing solid waste.<\/p>\n<\/div>\n\n

    \n

    ENVIRONMENTAL COMMITMENTS:<\/h3>\n<\/div>\n\n
    \n
      \n
    • A certified Green Lodging establishment<\/li>\n\n\n\n
    • We encourage reducing solid waste efforts by placing recycling receptacles in our guest public areas<\/li>\n\n\n\n
    • We participate in environmental projects to improve our community and educate our neighbors<\/li>\n\n\n\n
    • We reduce water and energy consumption by participating in centralized, off-site laundry processing<\/li>\n\n\n\n
    • We provide an area on the resort property for guests to recharge electric cars<\/li>\n\n\n\n
    • We provide all guests with the option to re-use linen and bath towels<\/li>\n<\/ul>\n<\/div>\n\n
      \n

      POOL POLICY<\/h2>\n<\/div>\n\n
      \n

      For safety reasons, coolers, ice chests, glass containers or outside food and beverages are not allowed in the pool area.<\/p>\n<\/div>\n\n

      \n

      FIRE SAFETY POLICY<\/h2>\n<\/div>\n\n
      \n

      The resort is fully equipped with smoke detectors and emergency evacuation plans in all rooms and public areas.<\/p>\n<\/div>\n\n

      \n

      PACKAGE HANDLING POLICY<\/h2>\n<\/div>\n\n
      \n

      Handling fees will be applied to packages both being sent to the property and being sent from the property. Please contact Guest Services for more information.<\/p>\n<\/div>\n\n

      \n

      DOG POLICY<\/h2>\n<\/div>\n\n
      \n

      The Capitana Key West welcomes well-mannered dogs 30 lbs. or less. Guests bringing dogs must have them leashed at all times when outside of the room and will be charged a non-refundable fee of $100 per night, per dog; maximum of two dogs per room. Room type and location restrictions may apply, including the restaurants and pool. Guests will be responsible for any property damage inadvertently caused by their dogs. Housekeeping service during your stay should be arranged either when you and your dog are not in the room, or if you are, the dog must be leashed or crated. <\/p>\n<\/div>\n\n

      \n

      <\/p>\n<\/div>\n\n

      \n

      Certified service dogs that provide assistance to individuals with disabilities are welcome at the hotel and are not subject to the policies and restrictions described above.<\/p>\n<\/div>\n\n

      \n

      ROOM CONDITION POLICY<\/h2>\n<\/div>\n\n
      \n

      A damage recovery fee will be charged after check out if the room and\/or its contents are damaged.<\/p>\n<\/div>\n\n

      \n

      SMOKING POLICY<\/h2>\n<\/div>\n\n
      \n

      All guest rooms, guest room patios, balconies, and the pool area are non-smoking. In addition, the restaurant and bar areas, inside and out, are also non-smoking.<\/p>\n<\/div>\n\n\n

      <\/div>\n","protected":false},"excerpt":{"rendered":"

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