Reservation Policies
Check-In: from 3:00 PM to 7:00 PM
Check-Out: 12:00 PM
Guarantee Policy:
To guarantee the reservation, a bank transfer or deposit of 50% of the total amount is required. The remaining balance may be paid at check-in with cash or any major credit card (VISA, MASTERCARD, or AMEX).
Check-out time is strictly at 12:00 PM.
Late check-out is NOT available.
Cancellation Policies
1. To confirm a reservation, a 50% deposit or transfer of the total amount is required. The remaining balance must be paid upon check-in at reception.
2. No refunds are available.
3. Reservations may be modified with at least 10 days’ notice prior to arrival.
4. Once the deposit or transfer has been made, no refund will be issued for last-minute cancellations.
5. To receive a full refund of the accommodation fees, cancellations must be made within 48 hours of booking or receiving the confirmation email, provided that the cancellation is made at least 14 full days before the arrival date. Otherwise, no refund will be granted. To receive a 50% refund of the accommodation fees, cancellations must be made at least 7 full days before the check-in day and time (3:00 PM). Otherwise, no refund will be granted. For example, if your arrival is on a Friday, you must cancel before 3:00 PM the Friday of the previous week.
6. If the guest cancels with less than 7 days’ notice or decides to leave earlier than expected after arrival, the unused nights will not be refunded.
Reservations may be modified within the specified cancellation period (10 days before arrival). Guests may reschedule their stay to earlier or later dates, subject to full payment of their stay or package and to hotel availability. If the guest arrives at the property and decides to cancel, 100% of the total reservation will be charged as a NO SHOW.
No Show Policy
NO SHOW If the guest does not show up on the scheduled arrival date, the full amount of the reservation (100%) will be charged.
Extra Person Policy
An additional charge will apply per extra guest: $830.00 MXN (low season) $1,030.00 MXN (holidays and high season)
Children Policy
The hotel only accepts guests 16 years of age and older, and they will be charged as adults.
Pet Policy
Pets are welcome with an additional charge of $400.00 MXN per stay, per pet. Maximum: 2 small to medium-sized pets or 1 large pet per room. In our Shanti and Copal rooms, only 1 pet is allowed. In the Super Estrella room, pets are not allowed. Guests must supervise their pets at all times. Pets may not be left alone in the room, placed on furniture, or taken into the pool or jacuzzi under any circumstances.
Overbooking Policy
In the event that the hotel cannot provide the contracted accommodation service due to overbooking from any booking platform, the hotel will assist in relocating the guest to another property with a similar or lower rate, subject to availability.
2. No refunds are available.
3. Reservations may be modified with at least 10 days’ notice prior to arrival.
4. Once the deposit or transfer has been made, no refund will be issued for last-minute cancellations.
5. To receive a full refund of the accommodation fees, cancellations must be made within 48 hours of booking or receiving the confirmation email, provided that the cancellation is made at least 14 full days before the arrival date. Otherwise, no refund will be granted. To receive a 50% refund of the accommodation fees, cancellations must be made at least 7 full days before the check-in day and time (3:00 PM). Otherwise, no refund will be granted. For example, if your arrival is on a Friday, you must cancel before 3:00 PM the Friday of the previous week.
6. If the guest cancels with less than 7 days’ notice or decides to leave earlier than expected after arrival, the unused nights will not be refunded.
Reservations may be modified within the specified cancellation period (10 days before arrival). Guests may reschedule their stay to earlier or later dates, subject to full payment of their stay or package and to hotel availability. If the guest arrives at the property and decides to cancel, 100% of the total reservation will be charged as a NO SHOW.
No Show Policy
NO SHOW If the guest does not show up on the scheduled arrival date, the full amount of the reservation (100%) will be charged.
Extra Person Policy
An additional charge will apply per extra guest: $830.00 MXN (low season) $1,030.00 MXN (holidays and high season)
Children Policy
The hotel only accepts guests 16 years of age and older, and they will be charged as adults.
Pet Policy
Pets are welcome with an additional charge of $400.00 MXN per stay, per pet. Maximum: 2 small to medium-sized pets or 1 large pet per room. In our Shanti and Copal rooms, only 1 pet is allowed. In the Super Estrella room, pets are not allowed. Guests must supervise their pets at all times. Pets may not be left alone in the room, placed on furniture, or taken into the pool or jacuzzi under any circumstances.
Overbooking Policy
In the event that the hotel cannot provide the contracted accommodation service due to overbooking from any booking platform, the hotel will assist in relocating the guest to another property with a similar or lower rate, subject to availability.
