Manual de Ventas 2019 - 2020 Inglés

Manual de Ventas 2019 - 2020 Inglés

SALES MANUAL

VALID SINCE JANUARY 01 , 2019 UNTIL DECEMBER 31 , 2020

Table of Contents

W W W . C A S A L U N A H O T E L . C O M

General Information

02. 04. 03. 05. 06. 08. 07. 10. 09. 11. 13. 12. 14. 15. 16. 17. 18. 19. 20. 21.

Location ¿Who are we? Services Awards & Recognition / Certificate & associations

Guest Rooms Map

Standar Deluxe Volcano View Standard Deluxe Garden & Forest View Luna Superior

Luna Spa Luna Junior Suite Luna Grill Restaurant Meals Romantic Dinners Luna Bar & Coffee Luna Tropical Snack Bar Special Surprise Rates General Policies

01

General information

W W W . C A S A L U N A H O T E L . C O M

GENERAL INFORMATION: Commercial Name: Casa Luna Hotel & Spa Legal Name: Forestales del Milenio S&V S.A. Business License / CIF: 3-101-275306 Website: www.casalunahotel.com Telephone: +(506) 2479-7368 Post Office Box: 36-4417, La Fortuna de San Carlos Address: 1.5km south and 1.5km west of the La Fortuna Catholic Church, on the road to the La Fortuna Waterfall..

BANKING INFORMATION:

Forestales del Milenio S&V S.A

Account USD Dolars $ 100-02-170-000020-2 Interbank Transfers: 15117010020000208 Account CR Colones ¢ 100-01-170-000040-0 Interbank Transfers: 15117010010000400

SOCIAL MEDIA:

Account USD Dolars $ 907378798 Interbank Transfers: 10200009073787984 Account CR Colones 907376842 Interbank Transfers: 10200009073768426

CONTACTS: Reception: [email protected] / Tel. 2479-7368 / ext-0 Reservations: [email protected] / Tel. 2479-7368 / ext-201 Customer Service: Richard Camacho / [email protected] / Tel. 2479-7368 / ext-0 Accounting: [email protected] / Tel. 2479-7368 / ext-301 Marketing Manager: [email protected] / Cel. 2479-8333 / ext-102 Agency Marketing: Grethel Guerrero / [email protected] / Cel. 8722-3737 Human Resources: Marian Carvajal / [email protected] / Tel. 2479-8333 / ext-104 General Manager: Paul Valenciano / [email protected]

02

Who are we?

With an enormous ecological conscience, a clear commitment to the environment, a the visionof being a role model of sustainable tourism, we created Casa Luna Hotel & Spa , located in La Fortuna, San Carlos, with incredible views of the majestic Arenal Volcano. But rest assured,despite these incredible views of the nearby colossal, according to studies performed by volcanologists, our property resides in the safe zone, away from any possible danger. Casa Luna Hotel & Spa opened its doors with the aim to provide each guest with comfort and peace in a family friendly atmosphere. We are completely convinced that caring for the environment is job #1 and work hard to offer a tourism option that is in harmony with our surroundings, recognizing that the future of our planet depends on our actions today.

03

Location

Casa Luna Hotel & Spa is located in La Fortuna, San Carlos with incredible views of the Arenal Volcano, Cerro Chato, and the “Los Perdidos” Volcanic Mountain Range, giving you the sensation of being nestled in the mountains. Location: is located in La Fortuna, San Carlos with incredible views of the Arenal Volcano, Cerro Chato, and the “Los Perdidos”

/ Casa Luna Hotel & Spa.

04

SERVICES

• 24 Standard Deluxe room, Garden o Forest View • 12 Standard Deluxe room Volcano View • 4 Luna Superior • 2 Luna Junior Suite • Luna Spa • Luna Grill Restaurant • Luna Bar & Coffee

• Luna Tropical Snack Bar • Adult and children’s pools • 4 Jacuzzis • Complementary WiFi • Laundry service • Tour & travel information

• 24 hour security • Private parking • Nature trails & Organic Green House

• Romantic dinners • Wedding planner

05

AWARDS AND RECOGNITION

• Winner of Traveler's Choice 2016. Top 20 most popular hotels in Costa Rica. • Winner of Traveler's Choice Award 2013.       Top 25 most popular hotels in Costa Rica. • Certificate of Excellence on TripAdvisor 2014, 2015, 2016 and 2017. • Expedia Insiders Select 2014. • Booking.com Awards 2015, 2016 and 2017.

CERTIFICATE AND ASSOCIATIONS

• PAS 2060 Neutral Carbon Certificate. • Tourism Sustainability Certificate. • World Code of Ethics.

06

Map

Recepción Front Desk 6:00am - 10:00pm

Check In: 2:00pm Check Out: 12:00pm

Restaurant Des / Bkf: 7:00am - 9:30am Rest: 9:30am - 10:00pm

Luna Spa 1:00 pm - 8:00pm

Servicio de Lavandería Laundry Service

Servicio de Internet Internet Service 7:00am - 9:30am

WiFi (Contraseña: casaluna2007 ) WiFi (Password: casaluna2007) 24hs.

Área de Piscinas Swimming Pool 8:00am - 9:00pm

Libre de Tabaco Non Smoking

Servicio de Minibar (no incluído) Minibar Service (not included)

Happy Hour - Piscina Pool Happy Hou r 12:00md - 5:00pm

Happy Hour Luna Bar & Coffee Luna Bar & Coffee Happy Hour 5:00pm - 6:00pm

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Guest Rooms

Our distinctive style is felt throughout the harmonious architecture throughout the property. This rustic, colonial style is achieved using a combination of woods, metals, and textured walls with cream and terracotta earth tones, adobe tile roofs, and fountains. Casa Luna Hotel & Spa have 42 rooms in all categories, offers 18 guest rooms on the first floor, and 18 guest rooms on the second floor, for a total of 36 standard deluxe rooms (38 m2), with their respective balconies or terraces, also 4 Luna Superior Rooms (57m2) with 2 queen beds, ideal for families, and 2 beautiful Luna Junior Suites (62m2).

08

ESTÁNDAR DELUXE GARDEN & FOREST VIEW

The rooms are full of small details that provide tranquility and warmth to the room as quality bedding and blackout curtains, were built and organized with the smallest details in mind to ensure the greatest comfort and privacy to our customers. All our standard deluxe garden & forest view rooms are distributed in 4-room modules, strategically located between a spring of water that runs through the property and our lush tropical garden that provides the feeling of being in contact with nature.

Our standard deluxe garden & forest view rooms are equipped with:

• Two double beds • Private bathroom with hot water

• Phone • Flat screen 32 '' • HD Digital Television • Coffee maker • Minibar • Snacks (not included)

• Hairdryer • Safe box • Air conditioner • Complementary Wifi

Maximum capacity:

Single or Double: 2 adults + 2 children

Triple: 3 adults + 1 child

Quadruple: 4 adults.

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STANDARD DELUXE VOLCANO VIEW

These rooms promise a unique experience with high quality elements such as high-end bedding, decoration, special ameni- ties and blackout curtains, they were built and organized thinking of offering a magnificent view of the Volcano & Cerro Chato, their location in our property privileges them with a scenic beauty from the balcony or terrace offering our guests an unforgettable experience of their visit to Casa Luna. The perfect combination between comfort and location.

Our standard deluxe volcano view rooms are equipped with:

• Two double beds • Private bathroom with hot water

• Phone • Flat screen 32 '' • HD Digital Television • Coffee maker • Minibar • Snacks (not included) • Welcome Drink Ticket

• Hairdryer • Safe box • Air conditioner • Complementary Wifi

Maximum capacity:

Single or Double: 2 adults + 2 children

Triple: 3 adults + 1 child

Quadruple: 4 adults

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LUNA SUPERIOR Enjoy a warm stay to connect you with the nature in our four spacious, rustic and modern rooms with a connecting system among them (57m2), ideally suited for families and groups of friends. Those comfortable rooms are surrounded of small water mirrors and spectacular grounds with amazing colorful plants and tropical flowers, which will keep you in contact with nature. Our cozy Luna superior rooms offer a nice view to the surrounding mountains and partial view of Arenal Volcano and Cerro Chato from the balcony or terrace.

Amenities:

• 2 Queen Size Beds • Terrace or Balcony with partial view of the Arenal Volcano • Terrace table and chairs • Large private bathroom with hot water • Hairdryer

• Air conditioner • Complementary Wifi • Phone • Flat Screen 50 '' (Smart TV) • HD Digital Television • Coffee maker • Minibar • Snacks (not included)

Maximum capacity:

Triple: 3 adults + 1 child Single: 1 adult + 1 child

Double: 2 adults + 2

Quadruple: 4

11

LUNA JUNIOR SUITE

Within our lush gardens and greenery of Casa Luna Hotel & Spa t two Junior Suites (62m2) are situated in a strategic hidden spot, surround- ed of beautiful nature, at the same time combined with our rustic colonial characteristic of our hotel and a touch of modernity from within. This spacious room offer all the comfort and details to enjoy of a relaxing stay in La Fortuna. Tastefully designed for you to enjoy a relaxing nap while listening the falling water sound on the weeping wall from our natural springs or enjoy on the terrace a delicious tropi- cal breakfast with a breathtaking view of the Arenal Volcano and Cerro Chato.

Amenities:

• King size bed • Sofa bed • Terrace with view to the Arenal Volcano • Terrace table and chairs • Large private bathroom with hot water

• Phone • Flat Screen 50 '' (Smart TV) • HD Digital Television • Desk • Coffee maker • Minibar • Snacks (not included) • Wall fountain • Private outdoor Jacuzzi

• Hairdryer • Safe box • Air conditioner • Complementary Wifi

Maximum capacity:

Single: 1 adult + 1 child

Double: 2 adults

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Body treatments • T ropical fruit body wrap. • Organic Costa Rican coee exfoliation. Facial Treatments • Luna Spa facial with local chocolate. Massages • Swiss massage with volcanic mud from the Arenal Volcano. Special packages • For individuals, couples, or families Luna Spa provides our guests with a variety of relaxing treatments in our specially designed massage rooms, open to let the sounds of the birds, the smells of the rainforest, and the gentle breeze in, to help you achieve complete relaxation and ll at one with nature. The treatments we oer are without the use of any instruments, in compliance with our natural and organic treatment concept. You can enjoy service like:

Download Menu

13

Luna Grill Restaurant possesses a charming rustic style and is surrounded by beautiful gardens and impressive views of the Arenal Volcano. Enjoy breakfast from 7:00am to 9:30am, where the buet is lled with traditional Costa Rican favorites like gallo pinto and tortillas, American favorites including a toast station, and classic European favorites; all combined with an egg station and fresh fruit to help you start your day o incredibly. For lunch and dinner, experience a variety of national and international dishes. Open daily from 10:00am to 10:00pm. Enjoy our special selection of hot and cold appetizers, pastas, rich dishes, seafood, chicken, and beef. We also oer special options for children and vegetarians. Our specialties include juicy, grilled steaks, from locally grown cattle, which are renowned as the best cuts of beef in Central America. Accompany your selection with a avorful international wine. A big part of our food are grown on our organic farm and our tilapia and prawn ponds. Ask for our free sostainable production tour.

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MEALS

Your clients deserve high quality meals at a fair price, at our Luna Grill Restaurant we oer a select menu with delicious meal options prepared with quality organic ingredients like “Casados”, cream soups, Chicken parmigiana, ceviche elaborated with fresh tilapia from our ponds, and much more. LUNCH:  Price: $17,22 per person 50% child  Include: appetizer, main dish, dessert, natural drink, sales tax and service charges. DINNER:  Price: $12,14 per person 50% niños  Include: appetizer, main dish, dessert, natural drink, sales tax and service charges. BOX LUNCH:  Precio: $11,30 per person 50% niños  Include: sandwich, fruits (Apple or mandarin), mixed seeds, cookies and beverages. BOX BREAKFAST:  Price: included upon prior request. Restrictions apply  Include: sandwich, fruits (Apple or mandarin), yogurt, cookies, and juice. ADDITIONALS:  $200 for 2 hours of live music for special events.

ROMANTIC DINNERS Enjoy an unique dinner experience with your own Private Chef and Waiter, just you and your loved one in your own private location involved by exotic rainforest.

-Appetizer -Main Dish -Dessert -Wine Bottle -Bottled Water -Coffee

-Digestives -Chef -Waiter -Special Decoration -Taxes

$200 per couple $125 additional for live romantic guitar music *Commissionable 10% - Restrictions apply.

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Luna Bar & Coee is located just o to the side of Luna Grill, surrounded by exotic gardens. is little nook holds the same rustic colonial style of the hotel with a warm atmosphere. Open daily from 10:00am to 10:00pm with a Happy Hour from 5:00pm to 6:00pm. In our bar, you can enjoy a light lunch accompanied by a delicious cocktail prepared with fresh tropical fruit and the largest selection of national and international liquors. In the aernoon, come in for a select glass of wine, or a savory cup of Costa Rican coee, just the way you like it. We oer expresso, latté, and delicious iced coees and wonderful snacks and desserts to accompany them.

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Luna Tropical Snack Bar is located in our pool area, which is strategically situated in the center of the hotel with incredible views of the Arenal Volcano and Cerro Chato, as well as of our beautiful tropical gardens. Enjoy the pools from 8:00am to 9:00pm daily, and accompany this treat with a refreshing cocktail and a savory snack. Luna Tropical offers 2 happy hours daily, where you can enjoy 2x1 cocktails from 12:15pm to 1:15pm and 3:00pm to 5:00pm. In the evenings, come back to Luna Tropical Snack Bar for a refreshing dip in the pool or a to sip a cocktail while enjoying relaxing hydro-massage under the moonlight in one of our 4 private hot water jacuzzis, immersed deep in the beauty of the tropical gardens.

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SPECIAL SURPRISE

• Greeting cards. • Tropical Fruits. • Romantic decoration with tropical flowers.

• Greeting cards • Small cake. • Balloons decoration

*Restrictions apply

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Rates

W W W . C A S A L U N A H O T E L . C O M

Year

High season

Low season

Peak Season

From January 01 to April 13 From July 1 to August 31

From April 20 to June 30 From September 01 to December 19

From April 14 to April 20 From December 20 to December 31

2019

From January 01 to April 4 From July 1 to August 31

From April 12 to June 30 From September 01 to December 19

From April 05 to April 11 From December 20 to December 31

2020

ROOMS

RACK

NETA

RACK

NETA

RACK

NETA

STANDARD DELUXE GARDEN VIEW OR FOREST VIEW

Triple Doble

$160.00 $180.00 $200.00 $175.00 $195.00 $215.00 $199.00 $225.00 $250.00

$160.00 $180.00 $200.00 $175.00 $195.00 $215.00 $199.00 $225.00 $250.00

$104.00 $117.00 $130.00 $113.75 $126.75 $139.75 $129.35 $146.25 $162.50

$180.00 $200.00 $220.00 $195.00 $215.00 $235.00 $225.00 $250.00 $275.00

$135.00 $150.00 $165.00 $146.25 $161.25 $176.25 $168.75 $187.50 $206.25

$120.00 $135.00 $150.00 $131.25 $146.25 $161.25 $149.25 $168.75 $187.50

Quadruple

STANDARD DELUXE VOLCANO VIEW

Triple Doble

Quadruple

LUNA SUPERIOR

Triple Doble

Quadruple

LUNA JUNIOR SUITE

Doble

$250.00

$187.50

$250.00

$162.50

$265.00

$198.75

Rates are in USD $, and are per room, per night, with breakfast and 13% sales tax included. Christmas and New Years’ Eve dinners will be offered for $40 per person, taxes and service fee Notes: Additional person pays $20 pp/ Children 0-3 yrs are free of charge/ Children 4-11 yrs pay $10 each/ Children 12 and up are considered adults.

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General Policies

W W W . C A S A L U N A H O T E L . C O M

RESERVATIONS AND PAYMENTS:

CANCELATIONS:

• All reservations much be sent in writing to [email protected] and receive a written confirmation from our staff. • Casa Luna Hotel & Spa are only responsible for reservations which have been confirmed by our staff. No reservation will be confirmed over the telephone nor verbally. • Services that require PREPAYMENT are only guaranteed upon the receipt of the prepayment at least 4 weeks prior to the check in date. Prepayments not received on time will automatically liberate the rooms for resale, with no responsibility on the hotel’s part. • Reservations in Peak Season require a 120-day advance payment, for this period no reservations will be received on a credit basis. • For agencies with an open credit account in good standing, the client must have the original voucher at the time of check in, otherwise they will be charged on arrival. • We recommend bank transfers for all payments. If you pay with a credit card or Paypal, there will be a 5% reduction in your commission.

• All cancelations must be sent in writing to [email protected] and receive a written confirmation from our staff.

• NO SHOWS will be charged in full..

Individuals (FIT’s)

• All cancelations received with a minimum of 30 days’ notice will not be penalized. • All cancelations with 15-29 days’ notice will be charged 50% of the complete reservation. • All cancelations with 14 days’ notice or less will be charged in full. • In Peak Season, all cancelations received with less than 120 days’ notice will be charged in full. Groups • All cancelations received with a minimum of 46 days’ notice will not be penalized • All cancelations with 45 days’ notice or less will be charged in full. • In Peak Season, all cancelations received with less than 120 days’ notice will be charged in full.

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General Policies

W W W . C A S A L U N A H O T E L . C O M

COMMISSIONS:

EASTER AND CHRISTMAS SEASONS:

• Commission rates for Individuals and Groups are calculated at 25% of the rack rate, approximately. • For National Tourism the Special Rates for Nationals is applied having approximately 10% off over the General Rates and a 25% of commission on the rack national rate.

• All Reservations for Peak Seasons must be for a minimum of 2 nights. • Add $40 per person (sales tax and service fee included) for Christmas Eve dinner. Children pay $20. • Add $40 per person (sales tax and service fee included) for New Years’ Eve dinner. Children pay $20.

CHILDREN:

GROUPS:

• Children under 3 are free of charge, both in accommodations and meals.

• Reservations are considered groups when they are comprised of six or more guest rooms. • Group reservations required to partake in at least one additional mealtime in the hotel restaurant. • All Group Reservations require a minimum 2-night stay during High and Peak Seasons. • Tour Leader room will be charged at 50% of the current rack rate. • All groups must be reconfirmed with their respective “Rooming List” at least 30 days prior to check in.

• Children 4-11 years pay $10 each, breakfast included.

• Children ages 12 and up are considered adults.

• Max. 2 children per double room.

• For meal packages, children ages 4-11 pay 50% of the adult rate.

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Políticas Generales

W W W . C A S A L U N A H O T E L . C O M

GUIDES AND DRIVERS:

ALLOTMENTS:

• Allotments are granted to agencies which satisfy production and rate requirements, and are subject to Casa Luna Hotel & Spa availability.. • The Hotel will reserve the contracted number of rooms for any date other than Peak Season. • There is an Automatic Release System in effect, which will free unconfirmed allotments 45 days in advance, making the rooms available for sale through all of our channels (agencies, extranets, direct sales, website) in order to provide fair competition for last minute sales. * In order to keep this benefit, a minimum of 90% of the allotment must be used. Otherwise it will be eliminated or reduced. Also, when you reserve a room, it will be taken from your daily allotment. For this reason, it is necessary to check the availability of the dates that you do NOT have this benefit.

• Our hotel offers two double rooms dedicated to guides and drivers. These shared rooms are equipped with two individual beds, private bath with hot water, air conditioning and TV. • For groups with six or more rooms: Guide and driver receive complimentary lodging and breakfast. • For groups with five or less rooms: There is a $35 charge for the shared room and breakfast. • If the full group shares another meal in the hotel, guide and driver receive a 50% discount.

Paul Valenciano General Manager Forestales del Milenio S&V S.A

Name: Position: Legal Name:

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ÍNTIMO Y Natural

www. casa l unahote l . com

i nfo@casa l unahote l . com

/CasaLunaHote l

+506 2479-7368 La For tuna , Cos ta R i ca