Regulations and Code of Conduct

1. It is the guest’s responsibility to carefully read the Regulations and Code of Conduct that govern VALLE MÍSTICO, as this document has legal validity and applies without exception to all those staying at this establishment.
2. The Internal Regulations and Code of Conduct constitute the main clauses of the lodging contract between the Guest and the Hotel. Therefore, by signing the registration form, the guest agrees to fully comply with each of the terms and conditions stated herein, as well as to assume any consequences resulting from noncompliance.
3. Hotel VALLE MÍSTICO is a place of rest and relaxation. For this reason, it is strictly prohibited to disturb or disrespect the rest of other guests. Failure to comply with this rule implies that the guest forfeits their lodging contract and may be evicted immediately without any refund.

• GENERAL RULES

4. Valle Místico is a place of rest and relaxation; therefore, guests under 16 years of age are not allowed to stay.
5. Only the person or persons listed on the registration form are considered guests of VALLE MÍSTICO. No other person, except those registered, may stay overnight in the room.
5.1 VISITORS ARE NOT ALLOWED.
6. The guest must declare the exact number of people occupying the room and, if applicable, pay the corresponding extra person fee.
7. The guest is responsible for requesting a receipt from the front desk each time a payment is made. This protects the guest in case proof of payment is required.
8. All quotes and contracts for events or room rentals expire 15 days after the date they are issued.
9. During check-in, the guest must provide a valid ID upon request, as well as a phone number and email address for contact purposes if necessary.
10. Once registered, guests are subject to the same cancellation policies currently in effect, available to the public at www.vallemistico.com
11. Accommodation must be paid in advance. Therefore, upon registration, the guest must cover the total lodging amount. Failure to pay on time or comply with the cancellation policies results in loss of the right to use the room. The administration will issue an invoice upon request. The hotel is not responsible for external services contracted by the guest.
12. For safety reasons, guests must leave their room keys at the reception when leaving. In case of loss, the hotel will charge for lock replacement and three new key sets, at the hotel’s discretion.
13. If the guest requests a room change after being assigned a room, a penalty fee will apply. This penalty does not apply in cases of booking errors attributable to VALLE MÍSTICO or if the room has a defect justifying a last-minute change.
14. Room cleaning is performed only between 8:00 a.m. and 3:30 p.m. Requests outside this schedule will incur an additional charge.
15. The guest will be fully responsible for the cost of special cleaning or replacement of linens, towels, bedspreads, or any other item stained with blood, ink, shoe polish, hair dye, etc. The fee will be determined at the hotel’s discretion.
16. Guests must always maintain respectful and considerate behavior toward others, keeping conversation volume moderate to avoid disturbing others.
17. Guests must refrain from using sound devices, speaking loudly, or engaging in activities that disturb other guests.
18. The guest is responsible for covering the cost of repair or replacement of any hotel property damaged wholly or partially by negligence or intent. The amount will be determined by VALLE MÍSTICO.
19. Any defect in the room must be reported immediately; otherwise, the guest may be held responsible for the damage.
20. Missing towels, toilet paper, or amenities must also be reported immediately. Otherwise, it will be assumed that everything was in order at check-in, and the guest will be responsible for missing items at check-out.
21. Check-out time is at 12:00 p.m. NO EXCEPTIONS.
22. If by 12:30 p.m. the guest has not vacated the room, it will be assumed they will stay an additional night and will be charged accordingly, regardless of whether they remain or not.
23. If there are existing reservations for that date, VALLE MÍSTICO reserves the right to enter the guest’s room, collect their belongings, and store them safely so that the room can be made available for new guests.
24. If a guest becomes ill, the reception may call a doctor, and the guest will cover the cost of care. If the illness is contagious, the guest must arrange their transfer to another location at their own expense.
25. This property is located in a natural environment, and therefore, the presence of insects is inevitable.
26. Domestic animals in the area are harmless. If a guest feels uncomfortable, scaring them away is sufficient to keep them distant.
27. It is strictly prohibited to bring or consume outside food or beverages and to use any music-playing device in the gardens, pool, or jacuzzi area.
28. Spa treatments and temazcal reservations require a 50% deposit and cannot be canceled. In case of cancellation, 100% of the total cost will be charged.
29. Guests must respect the scheduled time for their therapies; late arrivals will only receive the remaining time of their session.

• PROHIBITIONS AND CONSEQUENCES OF NONCOMPLIANCE

30. The hotel reserves the right of admission. This includes individuals under the influence of drugs, alcohol, or exhibiting any behavior that poses a risk to other guests or hotel staff.
31. Bringing narcotic substances into the room will result in immediate reporting to the relevant authorities.
32. Guests wishing to bring alcoholic beverages into their room must obtain authorization from hotel staff. Failure to comply may result in cancellation of the lodging contract without refund.
33. Smoking is strictly prohibited inside rooms and the restaurant. Violations will result in a fine.
34. In addition to the fine, an extra charge for laundry and dry-cleaning services (curtains, bedspreads, blankets, etc.) will apply, at the hotel’s discretion.
35. Should a guest violate any rule in this document, VALLE MÍSTICO reserves the right to terminate the lodging contract. In such cases, no refunds will be issued.
36. The hotel has security cameras inside and outside the premises. All footage will be made available to the authorities if necessary.

• LUGGAGE AND PERSONAL BELONGINGS

37. VALLE MÍSTICO is not responsible under any circumstances for the loss of valuables or cash within the room.
38. The hotel is not responsible for items left in public areas or in the room after check-out.
39. Guests must return their room keys at check-out. Charges for damage or loss of keys are at the hotel’s discretion.
40. Guests agree to return borrowed items in the same condition they were received or cover the cost of repair or replacement, at the hotel’s discretion.
41. Receptionists do not have immediate information on lost items after a guest checks out. Guests must wait until housekeeping submits their end-of-shift report.
42. Guests have 15 days after check-out to claim any lost items. After this period, unclaimed items will be destroyed.
43. The hotel does not offer shipping services for forgotten items. Reclaimed items will be stored for a maximum of 15 days, during which the guest must arrange for their retrieval.

• PETS

44. Pet owners must ensure their stay is an exceptional experience for themselves, their pets, and other guests. Out of respect for other guests, pets are not allowed in the pool or jacuzzi.
45. The guest must sign the Pet Policy Agreement, confirming that they understand their responsibilities and the consequences of staying with their pet.
47. This regulation states that it is STRICTLY FORBIDDEN TO LEAVE PETS ALONE IN THE ROOM, EVEN FOR A FEW MINUTES.
47. The guest is fully responsible for covering 100% of the repair or replacement costs of any hotel property damaged by their pet. Therefore, all pet owners must leave a cash security deposit at check-in and an open credit card voucher for potential charges.
48. The amount of any charge for damages will be determined at the discretion of VALLE MÍSTICO.
49. Deposits will be refunded in full once housekeeping verifies the room’s condition.
50. A portion of the deposit, determined by the hotel, may be deducted for laundry services if blankets, bedspreads, or linens are found to smell bad, contain urine, feces, or excessive pet hair.
51. The guest is responsible for the care, hygiene, and feeding of their pet and must ensure that it does not disturb other guests.
52. Guests who bring pets without prior notice to Reception will face a penalty and must pay the corresponding pet admission fee, which varies depending on the animal’s size.

Failure to comply with this regulation gives MANAGEMENT the right to request the guest’s immediate departure without any refund.