Terms and conditions

These terms apply to bookings at our five houses in San Juan del Sur: Casa Oro, Nuestra Casa, Casa Andalucía, El Pacífico Hotel and Casa Ruth. They also apply to the surf and yoga packages and to the experiences you ask us for.

Last updated: 11 October 2026.

1. Who we are

The houses are operated by Casa Oro Internacional S.A., domiciled at Avenida Vanderbilt, San Juan del Sur, Rivas 48600, Nicaragua.
Contact: WhatsApp +505 5758 7862 and hi@casaorogroup.com.
By booking or asking for an experience you accept these terms. Please read them before you pay.
If the Spanish and English versions differ, the Spanish version applies.

2. Prices and currency

Prices are per room or per bed, per night, unless stated otherwise.
Breakfast is included at all five houses. Tours and activities are paid separately, except what a package includes.
Online prices are in US dollars (US$). The booking system shows you the final total, with every charge, before you confirm. That total is what you pay.
Your price is fixed once you receive your booking confirmation. Prices you see before you confirm can change.
If a published price has an obvious error, we tell you before charging and you can cancel free of charge.
Discount codes apply only on each code's own conditions and cannot be combined, unless we say so.

3. Whole house or by the room

Every house can be rented whole or by the room. For groups, message us before you book and we'll put together a proposal.
Only the people included in the booking stay overnight, up to the capacity of each room or house.

4. Deposit and payment

Rooms and beds: the first night is charged to confirm the booking.
Whole house and groups: 50% of the total is paid to confirm, and the balance 15 days before you arrive. If you book a whole house online, the booking system charges the first night and we write to you to complete the 50%.
If the balance for a whole house or a group is not paid on time, we let you know. If it is still unpaid, we may cancel the booking under the cancellation rules below.
We ask for a credit or debit card to guarantee the booking.
For rooms and beds, the rest is paid at the house.
At the house you can pay in córdobas or in dollars. If you pay in córdobas, we use the official exchange rate of the Central Bank of Nicaragua on the day of payment as the reference, or the rate commonly used in San Juan del Sur that day. We tell you the amount in córdobas before we charge.
We accept Visa, MasterCard and American Express. We don't accept checks.
We don't add a surcharge for paying by card.
You get an invoice or receipt for every payment.
If you don't recognize a charge or think it is wrong, message us first: we check it and refund it if it is due. If you dispute with your bank a charge made under these terms, we send the bank your booking confirmation and these terms.

5. Cancellations and changes

Rooms and beds: you can cancel free of charge until 12:00 noon, Nicaragua time, 7 days before you arrive.
Whole houses and groups: free of charge until 12:00 noon, 30 days before you arrive.
If you cancel in time, we refund the deposit. We refund it to your card within 5 business days; your bank may take a few more days to show it.
After that, or if you don't show up, the deposit is not refunded.
If you leave before the booked date, the nights you do not use are not refunded. If it is because of an emergency you can document, we may, at our discretion, let you use them on another date within the next 12 months.
To cancel, message us on WhatsApp at +505 5758 7862 or email hi@casaorogroup.com. We'll confirm in writing.
Date changes depend on availability and are charged at the rate for the new dates.
If you booked through Booking.com, Expedia, Airbnb or another site, that site's terms apply.
If we have to change or cancel your booking, you can accept the change, pick other dates or get a refund of what you paid us.

6. Surf and yoga packages

The all-inclusive surf and yoga packages are exactly 3, 5 or 7 nights, at Casa Oro, Nuestra Casa, Casa Andalucía and El Pacífico Hotel. Casa Ruth has no packages.
A package includes what its description in the booking system says on the day you book.
Deposit, cancellation and changes for a package follow the rules for rooms and beds.
Package classes and activities are scheduled with the house team, depending on weather, sea and availability.
If a package activity cannot happen because of weather or the sea, we move it to another day of your stay or give you another activity. If neither is possible before you leave, we give you a credit for that activity to use within the next 12 months. It is not refunded in money, because the weather and the sea are not in our hands.
Anything you choose not to use is not refunded or exchanged for cash.

7. Experiences and tours

Experiences (surf, shuttles, tours, catamaran, fishing, canopy, horses, turtles, massages and more) are requested on WhatsApp at +505 5758 7862. They are not sold in an online shop.
Your experience is booked when we confirm it in writing, with the day, the time, the price and who you pay.
Depending on the experience, you pay Casa Oro or the operator that runs it directly. We tell you which when we confirm.
Some experiences are run by our team and others by independent local operators. If an operator runs it, we tell you which one before confirming. The operator is responsible for its service, its equipment and its staff; we are responsible for the information we give you and for handling your booking properly.
Each experience has its own requirements: minimum age, health, weight, being able to swim, or others. We tell you before confirming.
Cancelling an experience is free until 7 days before, the same as rooms. If you book it less than 7 days ahead, it is free until 24 hours before departure. After that, or if you do not show up, it is charged in full, because we have already reserved your place.
If an experience is called off for weather, sea or safety, we offer another date or refund what you paid us for it. If you paid the operator, we help you get it back.
If you bought an experience in our former online shop, your purchase is honored on the terms you bought it under. Message us to schedule it.

8. Sea, surf and adventure: the risks

The sea, surfing and outdoor activities carry their own risks, even with good care: currents, waves, rocks, strong sun, animals, heights, horses, boats and roads.
Before you take part, tell the instructor or us if you can't swim, are pregnant, have a health condition or take medication.
Always follow the instructor's or guide's instructions. They can turn you away, or end the activity, if they see a risk to you or others, for example alcohol, sea conditions or weather.
Guests under 18 take part only with permission and under the supervision of a responsible adult.
We recommend travel insurance that covers health and adventure activities.
None of this limits our liability, or the operator's, when harm is caused by our fault or negligence.

9. Arrival and departure

Check-in from 2:00 p.m. Check-out by 11:00 a.m. Late check-out is possible if there's availability.
There's always someone from the team at the house, day and night. If you're arriving late, let us know ahead.
When you arrive we ask for each guest's passport or ID.

10. House rules

No smoking inside the houses. Each violation carries a US$ 250 fine.
Quiet hours: 10:00 p.m. to 8:00 a.m. Respect the rest of the other guests and the neighbours.
If you drink, drink responsibly. We don't serve alcohol to anyone under 18 or allow them to drink it in the houses.
Illegal drugs are prohibited by Nicaraguan law and in our houses. If we find drugs, we end your stay without a refund and may inform the authorities.
Outside visitors come in only with the house manager's permission.
No pets allowed.
Guests under 18 must be accompanied by a responsible adult.
We ask you to go easy on water, power and trash, and to respect the neighbors and nature.
If someone puts other people at risk, causes serious damage or keeps breaking these rules after a warning, we may end their stay without refunding the remaining nights.

11. Damage and belongings

Each guest is responsible for any damage caused by them or their companions.
We show you the damage and what it costs to repair before we charge it. We may charge it to the booking card.
Look after your belongings, especially money, documents and devices. We are not responsible for lost or stolen items not in our care, unless the loss is our team's fault.
Where parking is on the street, it is at the vehicle owner's risk.
Anything left at the house is kept for three weeks. We can ship it for a US$ 50 fee plus shipping.

12. What is outside our control

We are not responsible for failures or delays caused by events outside our control: hurricanes, storms, earthquakes, eruptions, dangerous seas, general water or power cuts, epidemics, unrest, political situations, orders from the authorities, or closed roads, borders or airports.
If one of those events means we can't host you, you can pick other dates or get a refund of what you paid us.
If the house is open but you can't travel, the cancellation rules apply. Message us and we'll look for a way to move your dates.

13. Privacy: your data

Who uses your data

Casa Oro Internacional S.A. is responsible for your data. For anything about your data, email us at hi@casaorogroup.com.

What data we use and why

Booking: name, email, phone, country, dates, number of guests and anything you write to us. We use them to confirm and look after your booking.
Payment: your card details are received and processed by the booking system and its payment processor, for the deposit and the guarantee.
ID: the passport or ID we ask for on arrival, to check you in and keep the records the law requires.
Messages: what you send us on WhatsApp or by email, to answer you and arrange your stay and experiences.
Website assistant: if you choose to use the automated chat, we send your message and recent conversation context to Cloudflare to generate a reply. We keep conversations in our private WordPress database to review questions and improve our help. Only site administrators can review them. We keep conversations without automatic expiry until we delete them or you request their deletion. We keep the text, dates and technical data, including an identifier derived from the IP address; the chat history does not store the untransformed IP. We do not use conversations for advertising or automatically update the assistant from them. Do not enter card, ID, health or private booking details. Reloading the page clears the conversation in your browser but not the server record. To speak to a person or request deletion of a conversation, use WhatsApp or hi@casaorogroup.com.
Use of the site: we use Google Tag Manager and Google Analytics, through Google Site Kit, to learn how the site is used: pages viewed, device type and browser, approximate location and where you came from. They work with cookies. When you arrive we ask whether you accept measurement and advertising cookies; if you do not, Google receives only cookieless signals.
Clicks and booking steps: when you tap a booking or WhatsApp button, or search and book in the booking system, Google Analytics receives the house, the dates, the number of guests and, if you complete the booking, the total. It does not receive your name or contact details.
Requests: each time you ask us for something from the site (a WhatsApp button, the booking button, or the groups and experiences forms), we store in our own database the date and time, the language, the page, the house, the dates, the number of guests, the WhatsApp message exactly as the site prepares it, and where you came from (the link's campaign details, such as utm, gclid or fbclid, and the site that sent you, as you arrived on that visit).
On the groups and experiences forms we also store the name you type and, on the groups form, your email. We don't store your phone number or your IP address. We use these records to handle your request and to learn what works on the site.
To stop abuse and spam, the site counts your requests for 10 minutes with a code calculated from your IP address; the address is not stored and the code deletes itself. The group form uses Cloudflare Turnstile to check that a person is sending it.
Security and speed: the site runs through Cloudflare, which processes your IP address to deliver the pages and protect the site from attacks.
Advertising: if you accept advertising cookies, we use the Meta pixel (Facebook and Instagram) to measure our ads and show them to people who may be interested. If you do not accept them, the pixel does not load.
News: we only send you news if you give us permission. You can unsubscribe anytime, and booking never requires you to receive it.

Who we share them with

With the providers that help us operate: the booking system, its payment processor, Google, Cloudflare, WhatsApp and our email provider. They use your data only to provide that service to us.
With the operator of an experience you ask us for: only your name, how many of you, the date and where to pick you up. By asking us for the experience, you authorize us to pass those details on.
With your bank, if you dispute a charge.
With the authorities, when the law requires it.
We don't sell your data.
Some of these providers store data outside Nicaragua, for example in the United States. We use providers that protect it with security measures.

How long we keep them

Your booking and billing data, 4 years, the period Nicaraguan tax law requires. Your ID document data, up to 12 months after you leave, unless an authority asks us to keep it longer. Your requests and bookings stay in our internal customer record, to look after you and recognise you if you come back, for up to 4 years after your last contact. The site request logs, 24 months; after that they delete themselves. Google Analytics, 14 months.

Your rights

Under Ley 787, Nicaragua's Personal Data Protection Law, you can ask us to see your data, correct it, delete it or withdraw a permission you gave us. Message us on WhatsApp at +505 5758 7862 or email hi@casaorogroup.com and we reply within 10 business days.
Once your stay is over you can ask us to delete your data, except what the law requires us to keep.
You can change your cookie choice at any time from the Cookies link at the foot of every page, or block cookies in your browser. The site keeps working.
Bookings are made by an adult. We don't ask anyone under 18 for data through this site.

14. Using this site

The text, photos and brands on this site belong to Casa Oro or their authors. Please don't use them without our permission.
The photos are of our houses. Your room may look a little different from the photo.
The booking system, WhatsApp and sites like Booking.com have their own terms and privacy policies.

15. Complaints and contact

If something isn't right, tell the house manager so it gets fixed on the spot. If it doesn't, message us on WhatsApp at +505 5758 7862 or email hi@casaorogroup.com.

If you send us a complaint in writing, we reply within 10 business days.

16. Governing law and changes

These terms are governed by the laws of Nicaragua.
Nothing in these terms takes away the rights Nicaraguan law gives you as a consumer.
If any part of these terms is not valid, the rest still applies.
We may update these terms. Your booking is governed by the terms in force on the day you made it.