Del Carmen Concept Hotel logo in color

Cancellation Policy & Terms and Conditions

Full payment for the reservation is due at check-in. If you arrive after 6:00 p.m., the amount will be charged to the credit card on file.

  • Deposit: Reservations require a deposit equal to the cost of the first night's stay .
  • Flexible Cancellation: The deposit is refundable if the cancellation is made before 3 :00 p.m. (CST) six (6) days prior to the arrival date, subject to a $90 MXN administrative fee.
  • Late Cancellation: For cancellations made within six (6) days prior to arrival , the deposit is non-refundable.
  • Last-Minute Cancellations and No-Shows: If a cancellation occurs within 24 hours of arrival, the guest will be responsible for paying the full amount of the reservation. The outstanding 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 change policies.
  • Smoking Policy: All of our rooms are 100% smoke-free. A cleaning fee of 1,500 MXN will be charged in the event of a violation.
  • Pets: Pets are not allowed. Failure to comply with this policy will result in an automatic charge of 1,500 MXN to the registered credit card.
  • Hours: Check-in begins at 3:00 p.m., and check-out is at 12:00 p.m. If you stay longer, you will be charged an additional fee of 20% of the room rate. If you have any questions, please call us. We’ll be happy to help!

Terms and Conditions of Arrival: 

  • Check-in begins at 3:00 p.m.
  • If you arrive after 6:00 p.m., we will leave your check-in card and keys at the entrance with one of the cashiers at CHAI Café, or our night attendant will assist you.
  • The total amount must be paid upon arrival. If you arrive after 6:00 p.m., the charge will be processed on the credit card on file.
  • Upon check-in, the guest acknowledges that the obligation to pay for the total number of nights reserved is non-waivable, agrees to abide by the hotel’s internal regulations, and accepts that additional charges may apply for any damage caused to the room or other areas of the hotel. 
    If an invoice is required, it must be requested on the day of payment and check-in.
  • If you would like to open a dining account (to have your charges at the CHAI restaurant billed to your room), please notify the front desk and provide a registered credit card—one for each guest who wishes to use the service—with your first and last name, so that we can prepare your bill in advance. If several people are opening an account for the same room, please remember to give your name as well as your room number when you tell the waitstaff your room number!

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 hold your

personal belongings at the office.

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

Hotel Rules and Regulations

  1. CONTRACTUAL TERMS AND PAYMENTS. By checking in, the guest agrees that the total rate for the stay is nonrefundable in the event of early checkout or cancellations outside the periods specified in the reservation policy.
  1. RESPONSIBILITY AND MAINTENANCE OF PROPERTY Guests receive the room and its furnishings in excellent condition and are jointly and severally liable for any damage, deterioration, or missing items 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 CHARGES AND GUARANTEE To ensure compliance with the obligations assumed, the guest expressly authorizes the charging of any outstanding balance, damage, or missing items through the following methods:
  • Direct Charge: To the credit or debit card provided during registration.
  • Cash Guarantee: Application of the cash deposit or transfer made.
  • Digital Platforms: For reservations made through OTAs (Booking.com or similar sites), this signed document constitutes binding proof for the processing of payments through their respective payment gateways.
  1. SECURITY AND VALUABLES For security reasons, the hotel assumes no liability for valuables, jewelry, or cash that have not been stored in the in-room safe, nor for incidents involving vehicles on the premises.
  1. STAY SCHEDULES
  • Check-in: Starting at 3:00 p.m.
  • Check-out: No later than 12:00 p.m. Use of the room after the check-out time (Late Check-out) will result in an automatic charge of 20% of the daily rate, subject availability.
  1. PRIVACY AND PERSONAL DATA Your personal data is protected in accordance with the Federal Law on the Protection of Personal Data Held by Private Parties. Our comprehensive Privacy Notice is available at the front desk and on our official website.