RESERVATION PROCEDURES AND CANCELLATION POLICY 1. How can I make a reservation?
The easiest way to make a reservation is through the Internet on our web page or with our affiliate agencies. Once you have made the reservation you will receive an e-mail with the confirmation. The reservation can also be made by calling from Mexico 011 52 (646) 175 0000, 01 (800) 026 3100, and from the USA 1 (800) 862-9020. (We do not accept e-mail reservations).
2. How can I make any changes to my reservation?
You can call our reservation department or send an e-mail. Make sure that you have your reservation information with you or include it in the e-mail.
3. What is your cancellation policy?
To cancel your reservation without a penalty, you should call our reservation department or send an e-mail at least 72 hours before your arrival date. If you wait and notify the hotel 24 hours in advance you will be charged for 1 night per room booked. (This is known as the "Rate of no show").
RATES AND PAYMENTS
1. Do you have any discount?
If you are a member of any of these clubs (Se turista en tu estado, AAA, Senior Rate, Marina Guest) or you are part of a company that has an agreement with us, you can enjoy many of our great discounts.
2. What is included in the room rate?
The room rate includes many amenities such as a coffee maker, safe, refrigerator and maid service. Spa services include a gym, sauna, steam room indoor and outdoor pools and jacuzzis, plus there are tennis courts and free Wi-Fi internet.
3. Does the price include taxes?
Our published prices do not include taxes. The federal taxes are 16% and state taxes are 3% (19% total).
4. Which forms of payment can I use?
You can pay in cash, credit card (VS, MC, AX and Disc.) debit card, deposit or bank transfer.
5. In case I change my plans, can I pay my reservation day by day?
No, you cannot. If you are going to pay in cash, you must pay the total amount for your reservation when you arrive at the hotel. If it is not a payment by cash you can leave an open voucher.
6. Do you have refunds for the hotel?
Reservations paid with cash do not receive refunds. Only the reservations canceled according to the cancellation policy and with a previous request will be refunded.
1. What is the difference between the junior suite and the standard suite?
The junior suite has a separated room and living room and it is bigger than the standard suite. The standard suite is only equipped with two beds and in the junior suite you can choose one or two beds.
2. What types of suite does the hotel have?
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.
1. What are the check in and check out time?
The check in time is at 3:00 pm and the check out is at 12:00pm. We also offer an extension fee, which is 50%, but is subject to availability.
2. Do you have a schedule for the pool?
Yes and it changes according to the season.
3. Do you allow… … visits?
Visitors can go to specific areas as the lobby, restaurant, marina (without access to the docks) and common areas. For security and hotel morality visitors are not allowed in the hotel suites unless they have previously registered at the front desk.
… drinks in the pool area?
Yes, if you buy it in our point of sells and they are in containers that avoid any damage.
… smoking in the suites?
No, it is not allowed to smoke in any indoor areas. You can smoke in our gardens or balconies.
No, we do not allow pets in the hotel, but there are special services within the city.
1. Can you keep the luggage after the check out time?
Yes, as long as this is collected the same day and has been saved by the Concierge.
2. Do you offer tours?
Yes, this must be booked 72 hours in advance. (Please contact us for more information or to confirm)
3. Do you have transportation service?
Yes. This must be booked 72 hours in advance or at least 24 hours before. (Please contact us for more information or to confirm)
4. Do you have safes?
Yes, but only in the suites.
5. What does the hotel have to offer?
We have two tennis courts, a volleyball court, board games such as billiards and ping-pong, an indoor pool and two indoor Jacuzzis as well as two outdoor pools and an outdoor Jacuzzi.
6. Which services are offered in the spa?
The spa features a beauty salon, gym, sauna, steam room and massage services.