PAYMENT INFORMATION

Charges for No Show or cancellation penalties will be applied automatically to the credit card provided at the time the reservation was made, according to the applicable policy.

At check-in, guests must present a valid government-issued photo ID and the same credit card used for full payment or for the guarantee on the website.

GENERAL POLICIES

1. Cancellations

The cancellation window without penalty depends on the terms of the selected rate.

Clear example:

If check-in is on January 1st and the rate allows cancellations without penalty up to 2 days prior, the cancellation must be completed before 11:59 p.m. on December 29th.

Cancellations made after the allowed period will incur the corresponding penalty, unless otherwise specified in the rate conditions.

Exceptions may be considered for refunds, subject to hotel review and approval.

2. Early Departure or No Show

Early departures or No Shows will result in a 100% charge of the total reservation.

Exceptions may be considered without additional charge, subject to hotel review and approval.

3. Reservation Modifications

Non-Refundable reservations do not allow date or name changes.
Extending a reservation carries over the original policies and restrictions.
Any exception will be evaluated and approved by the hotel based on availability.

4. Refunds

No refunds will be issued for late check-in or early check-out.
For flexible rates that allow partial or full refunds, processing will occur within 10 business days after the request and confirmation.
The final credit time may vary depending on the payment method and banking or financial institutions.

5. Important Information

Stay extensions require a new reservation or advance notice at the front desk, subject to availability.
All guests must be correctly registered at the time the reservation is created. Missing guest information may result in additional charges at check-in.
Accommodation availability for additional guests is not guaranteed.
Guests under 18 years old may only check in with a parent or legal guardian.
Prices do not include additional hotel service charges, such as minibar consumption, telephone calls, laundry, damages, or other incidentals. These will be assessed and charged at check-out.

FORCE MAJEURE POLICY

1. Natural Disaster

A return certificate will be issued for unused nights, valid for 1 calendar year.
Non-transferable and not redeemable for cash.
Subject to availability and restrictions.

2. Natural Disaster Alert

No penalty will apply for date changes requested within 72 hours after the official alert is issued.

3. No Show Due to Force Majeure

Penalty may be waived if:

The hotel is notified at least 5 days before the arrival date.
The request is subject to hotel evaluation and approval.
Not applicable during high seasons, including:
Easter Week, Guelaguetza, Day of the Dead, Christmas, and New Year’s.

4. Early Departure Due to Force Majeure