GENERAL POLICIES

1. Cancellations

Cancellations without penalty must be made before the start of the check-in day. For example:

  • If check-in is on January 1 and the policy allows cancellations up to 2 days in advance, the cancellation must be made before 11:59 p.m. on December 29.
  • Exceptions may be considered with prior authorization from the hotel.

2. Early Departure or No-Show

Early departure or a no-show will incur a penalty of 100% of the total reservation. Exceptions may be considered with prior authorization from the hotel.

3. Reservation Changes

Reservations marked Non-Refundable do not allow changes of dates or names. Extending the reservation means keeping the original policies and restrictions. Exceptions may be considered with prior authorization from the hotel.

4. Refunds

No refunds will be made for late check-in or early check-out. For flexible reservations with partial or full refunds upon cancellation, the refund will be processed within 10 business days after the corresponding request and confirmation.

5. Important Information

  • Any stay extensions require a new reservation.
  • All guests must be properly registered at the time of booking; otherwise, additional charges may apply at check-in.
  • Accommodation availability is not guaranteed for additional guests.
  • Guests under 18 may only check in accompanied by a parent or legal guardian.
  • The price does not include additional charges for hotel services (minibar, phone calls, etc.) or taxes and other regulatory surcharges. These charges will be determined at check-out.

6. Non-Refundable Costs

By making your reservation, you agree that the transaction fees and the service charges associated are non-refundable. This means that, if you cancel your reservation, these costs will not be returned, as they correspond to services processed at the time of confirmation.

Force Majeure Policy

1. Natural Disaster

Guests will receive a return certificate, valid for the unused nights, within a period of 1 calendar year. This certificate is non-transferable, cannot be exchanged for cash, and is subject to availability and restrictions.

2. Natural Disaster Alert

No penalty will apply for date changes up to 72 hours after the alert is issued.

3. No-Shows

No penalty will apply from the issuance of the alert until 5 days after the hotel resumes normal operations.

4. Early Departure

Early departure will not incur penalties, and the guest will receive a certificate for the unused nights, valid for 1 year.

5. Rescheduling

The original rate will be honored for travel within one year of the original booking date. Rescheduling must be done within 30 days after the natural disaster, subject to the corresponding seasonal restrictions.

6. Policy Changes

This policy may be subject to change without prior notice.