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Cancellation Policy & Terms and Conditions

The total payment for the reservation is made at the time of check-in. If arrival is after 18:00, the charge will be made to the registered credit card.

  • Deposit: Reservations require a deposit equivalent to the cost of the first night of stay.
  • Flexible Cancellation: The deposit is refundable if cancellation is made before 3:00 p.m. (CST) six (6) days prior to the arrival date, subject to an administrative fee of $90 MXN.
  • Late Cancellation: For cancellations made within the six (6) days prior to the arrival, the deposit will not be refundable.
  • Last-Minute Cancellation and No-Show: If the cancellation occurs within 24 hours Prior to arrival, the guest will be responsible for paying the total amount of the reservation. The remaining balance will be automatically charged to the credit card provided as a guarantee.
  • Special Reservations: Non-refundable reservations or those made through third parties (OTAs) are considered final and are subject to restricted modification policies.
  • Smoking Policy: All of our rooms are 100% smoke-free. A A cleaning fee of $1,500 MXN will be charged in the event of noncompliance.
  • Pets: Pets are not allowed. Failure to comply with this rule will result in a charge. automatic from $1,500 MXN to the registered credit card.
  • Schedule: Check-in is from 15:00 and check-out (Check-out) is at 12:00 p.m. If you stay longer, you will be charged an additional 20% of the room rate. If you have any questions, please call us. We'll be happy to help you!

Terms and Conditions of Arrival: 

  • Check-in begins at 3:00 p.m.
  • If you arrive after 6:00 p.m., we'll leave your key card for you Check in and pick up your keys at the entrance with one of the CHAI Café cashiers, or our night attendant will assist you.
  • The total amount must be paid upon arrival. If you arrive after 6:00 p.m., the amount will be charged to the credit card on file.
  • At the time of registration, the guest accepts that the responsibility for payment for the total number of reserved nights is non-waivable, agrees to the application of the hotel's internal regulations, and accepts extra charges for damages caused to the room or hotel areas. 
    If an invoice is needed, it must be requested on the day of payment and check-in at the hotel.
  • If you would like to open a consumption account (to access the room-charging service for purchases at the CHAI restaurant), please notify the front desk and leave a credit card on file—one for each guest wishing to use the service—with your first and last name so that we can prepare your bill in advance. In the event that multiple people open an account for the same room, when giving your room number to the servers, please remember to also provide your name!

Terms and Conditions of Departure:

  • The tour departs at 12:00 p.m.
  • No refunds are given for early departures.
  • If you know you'll be checking out before 9:30 a.m., please stop by the front desk the day before to settle any outstanding bills and let us know how your stay went.
  • If you'd like to enjoy the day and go out in the afternoon or evening, please let us know. We'll be happy to keep your

belongings in the office.

  • The hotel is not liable for damage to or theft of vehicles.

Hotel Rules and Regulations

  1. CONTRACTUAL TERMS AND PAYMENTS. Upon registration, the guest accepts that the total rate of The stay is non-refundable in the event of early departure or cancellations outside the periods specified in the reservation policy.
  1. RESPONSIBILITY AND INVENTORY MAINTENANCE The guest is shown to the room and its The guest is responsible for keeping the furnishings in optimal condition and is jointly and severally liable for any damage, deterioration, or loss caused by their own fault or negligence or that of their companions. This includes linens (irreparable stains on white items), equipment, and common areas. The cost of repair or replacement will be determined based on current market value.
  1. AUTHORIZATION OF CHARGE AND GUARANTEE To ensure compliance with the obligations incurred, the guest expressly authorizes the charging of any outstanding balance, damage, or missing item through the following methods:
  • Direct Charge: To the credit or debit card provided during registration.
  • Liquid Guarantee Processing of the cash deposit or transfer.
  • Digital Platforms: For reservations made through OTAs (Booking.com or similar sites), this signed document constitutes binding evidence for the execution of collections through their respective resolution centers.
  1. SECURITY AND VALUES Due to security regulations, the hotel assumes no responsibility for valuables, jewelry, or cash that have not been kept in the room's safe, nor for incidents related to vehicles on the premises.
  1. STAY SCHEDULES
  • Check-in: Starting at 3:00 PM.
  • Check-out: By 12:00 PM at the latest. Late room checkout (Late Check-out will result in an automatic charge of 20% of the daily rate, subject to Subject to availability.
  1. PRIVACY AND PERSONAL DATA Your personal data is protected in accordance with the Federal Law on Protection of Personal Data Held by Private Parties. Our Notice Privacy notice is available at the reception desk and on our official website.