RESERVATION PROCEDURES AND CANCELLATION POLICY

1. How can I make a reservation?

The easiest way to make a reservation is by Internet in our web page or in our affiliate agencies. Once you made the reservation you will receive an e-mail with the confirmation. The reservation also can be made by calling to +52 (646) 175.0000 or from Mexico 01 (800) 026-3100, and from USA 1 (800) 862 9020 or in the hotel. (We do not accept e-mail reservations).

2. How can I make any change in my reservation?

You can call to our reservation department or send an e-mail. Make sure that you have with you your reservation data.

3. Which is you cancellation policy?

To cancel your reservation without a penalty, you should call to our reservation department or send an e-mail at least 72 hours in advance to your arrival date. Otherwise at least 24 hours in advance and you will have a charge of 1 night to your credit card (this is well know as "Rate of no show").

RATES AND PAYMENTS

1. Do you make any discount?

If you have any of these cards (Se turista en tu estado, AAA, Senior Rate, Marina Guest) or you are part of a company that has an agreement with us, can enjoy many of our discounts.

2. What include the room rate?

The room rate includes coffee stations, towels, safes, maid service, Spa services (Gym, Sauna and steam room), tennis court and free Wi-Fi.

3. Does the price include taxes?

Our published prices do no include taxes. The federal taxes are 11% and stay taxes are 4.05%.

4. Which payment forms can I use?

You can pay in cash, credit card (VS, MC, AX and Disc.) debit card, deposit or bank transfer.

5. Can I pay my reservation day by day? In case I change my plans.

No, you cannot. If you are going to pay in cash, you must pay the total amount of your reservation when you arrive to the hotel. If is not a payment by cash you can leave an open voucher.

6. Do you make refunds in the hotel?

Reservations paid with cash do not receive refunds. Just the reservations canceled according to the cancellation policy and with a previous request.

HOSTING

1. What differenced the junior suite to the standard suite?

The junior suite separates the room to the living room; also it is bigger than the standard suite. The standard suite just has doubled beds and in the junior suite you can choose one or two beds.

2. What suite types the hotel has?

We have the Standard suite, junior site, deluxe suite, master suite, honeymoon suite, double master suite and presidential suites with two or three rooms.

3. Can minors stay in the hotel?

The minors (under eighteen years old) are welcome if they are supervised by a parent.

HOTEL POLICIES

1. At what time is the check in and check out?

The check in is at 3:00 pm and the check out at 12:00pm. Also we have the extension fee, 50% of your hosting. It is subject to availability.

2. Do you have a schedule for the pool?

Yes, we have. It changes according to the season.

3. Do you allow…

… visits?

Every visit can go to specific areas as lobby, restaurant, marina (without access to the docks) and common areas. For security and hotel morality it is no allowed persons without previous registration in the hotel suites.

… drinks in the pool area?

Yes, if you buy it in our point of sells and they are in containers that avoid any damage.

… smoke in the suites?

No, it is not allowed smoke in any indoor areas. You can smoke in our gardens or terraces.

…pets?

No, we do not allow pets in the hotel, but there are special services within the city.

SERVICES

1. Can you keep the luggage after the check out?

Yes, as long as this is collected the same day which has been saved by the Concierge.

2. Do you offer tours?

Yes. This has to be booked 72 hours advance or at least 24 hours before. (Please contact us to make a confirmation)

3. Do you have transportation service?

Yes. This has to be booked 72 hours advance or at least 24 hours before. (Please contact us to make a confirmation)

4. Do you have safes?

Yes, just in the suites.

5. What offers the hotel?

We have two tennis courts, volleyball court, board games such as billiards and ping-pong, an indoor pool and two indoor Jacuzzis as two outdoor pools and an outdoor Jacuzzi.

6. Which services offers the spa?

The spa offers beauty salon, gym, sauna, steam room and the massage services.