TERMS AND CONDITIONS
TERMS AND CONDITIONS
1. Maximum Capacity per Room:
For the safety and comfort of our guests, each room has a maximum occupancy limit. All adults and children aged 3 and over are counted as occupants.
· Room with 2 double beds: Maximum capacity of 4 people.
· Room with 1 King Size bed: Maximum capacity of 3 people.
· Room with 1 double bed 1 single bed: Maximum capacity of 3 people.
2. Policies for Minors:
· Up to 2 children aged 0 to 11 years are allowed free of charge per room, provided that the maximum capacity allowed for the type of room booked is not exceeded.
· If this limit of minors is exceeded without exceeding the total capacity of the room, an additional charge of $150 MXN per extra child per night will be applied.
· From the age of 12, guests pay the normal rate and are considered adults.
3. Services Included in the Reservation:
Reservations made only include lodging and access to hotel areas. They do not include breakfast or other meal plans.
If you wish to add breakfast service to your stay, you must request it directly from a sales executive through our customer service channels (via phone call or WhatsApp).
4. Low Season and High Season
4.1 Low Season: Low Season is defined as the regular non-vacation periods determined by the official school calendar of the Ministry of Public Education (SEP). All rates booked during these dates do not include meals.
4.2 High Season: High Season is considered to be all periods of highest demand throughout the year according to the official SEP calendar, which include:
4.2.1 School holidays: Such as Easter holidays, Summer holidays and Winter/Christmas holidays
4.2.2 Holiday Weekends: Long weekends, holiday weekends and national holidays such as:
The Constitution Day long weekend at the beginning of February
The Juárez Birthday Bridge in mid-March
The Labor Day festivities in early May
The Independence Day long weekend in mid-September
The Mexican Revolution Bridge in mid-November
Any other holidays marked or added to the official SEP calendar according to the year of publication
PAYMENT POLICIES
All transactions made within our website will be carried out through the OPENPAY payment gateway.
To secure your reservation, we ask that you make the payment online using your digital bank card. This method is faster and more secure, guaranteeing that your reservation will be confirmed without delay.
Reservations made directly (either by phone or via WhatsApp with a sales representative) must be confirmed using one of the following payment methods: OPENPAY, bank transfer, cash deposit, or direct charge to American Express (AMEX) cards only. Payment must be made within the timeframe indicated at the time of booking to guarantee confirmation. If proof of payment or authorization is not received within the deadline, the reservation may be considered invalid.
Payment Schedule:
50% deposit: Applies only to regular reservations (without promotion) during Low Season. The remaining 50% must be paid upon check-in.
100% Advance Payment: This is mandatory for High Season (holiday periods, long weekends, and holidays), as well as for all discounted rates and/or special promotions during Low Season (Flash Sales, Pre-Sales, weekend packages, etc.). The stay must be paid in full before the arrival date to guarantee entry.
DATE CHANGE AND CANCELLATION POLICIES
LOW SEASON
1. General Policy on Refunds and Credit Balances:
1.1. Reservations are non-refundable under any payment method (cash, bank transfer, or credit card refund). Therefore, the only way to use the deposit is as a credit towards a new reservation date or for services and purchases within the hotel, provided this option has been previously discussed and authorized by a sales representative. This credit can be applied to a future stay within 60 days of the original date, subject to availability.
2. Date Change and Modification Policies:
2.1 For modifications to your reservation such as a change of date, change in the number of people, nights or rooms, the request must be made with a sales executive via WhatsApp at least 48 hours in advance of the check-in date, subject to availability.
2.2 Only one (1) date change per reservation will be allowed.
2.3 If the change request is not made in writing with at least the established time, the stay cannot be rescheduled, and the credit balance will be lost without the possibility of a refund or credit.
2.4 If, once the 60-day period for rescheduling the stay has been granted, the credit balance is not used, the deposit will be permanently lost.
3. Specific Promotions:
3.1 For special promotions such as Flash Sale, Weekend, Pre-Sales, Birthday of the Month or other offer corresponding to specific days or months, the specific Terms and Conditions of each promotion apply.
4. Last Minute Reservations:
4.1 No guarantee: Reservations made on the same day of arrival (or within 24 hours prior) without a guarantee payment will only be valid until 3:00 pm or 6:00 pm, subject to hotel availability.
4.2 Guaranteed: Last-minute bookings that have been paid for or guaranteed are non-refundable and cannot be credited. In case of no-show or cancellation, the full cost of the stay will be charged as a penalty (No Show).
5. No Show:
5.1 If the guest does not show up on the day of arrival and has not requested a change within the required 48 hours' notice, the full amount of the reservation will be charged as a penalty (No Show), without the right to a refund or credit balance.
HIGH SEASON
To confirm and make any reservation effective during High Season, the stay must be fully paid in full before the time of arrival at the hotel.
1. Cancellations, Refunds and Credit Balance:
1.1 Strictly Non-Refundable and No Credit Balance: All rates, advances and payments corresponding to High Season are strictly non-refundable in cash and do not generate a credit balance for future stays, out-of-time modifications or additional services, regardless of the reason for cancellation.
2. Date Change and Modifications:
2.1 Date changes or modifications to the reservation will only be permitted if the request is made at least 7 days prior to the check-in date, subject to availability. In these cases, the prepayment will be applied to the new High Season date.
2.2 It is not permitted to reduce the number of rooms or the number of nights originally booked.
2.3 If the change request is made less than 7 days in advance, the reservation cannot be modified and 100% of the payment made will be lost without the right to a refund or credit balance, applying as a No Show.
3. No Show:
3.1 If the guest does not show up on the day of arrival without a previously authorized written modification (requested at least 7 days in advance), the No Show charge equivalent to 100% of the total amount of the stay will be applied, without the right to a refund, credit balance or compensation.
HOTEL HOURS AND SERVICES
Check-in: 3:00 pm.
If you arrive before the official check-in time, you can pre-check in at reception. You will be given temporary wristbands to enjoy the facilities and common services while we prepare your room.
Check-out: 12:00 pm
After you hand over your room at 12:00 pm, you can use the pool or river areas until 3:00 pm the same day.
Don Manuel Restaurant and Bar: 7:00 am to 11:00 pm. À la carte service, room service, and breakfast buffet on weekends.
Arbolito Snack Bar: 3:00 pm to 11:00 pm. Specializing in cocktails and snacks, à la carte service and room service.
River Area: 7:00 am to 6:00 pm. Included in your room rate, along with on-site amenities such as life jackets (mandatory), chairs, tables, hammocks, lounge chairs, a children's playground, and restrooms with showers. We also offer additional services such as kayak rentals, grills, bonfires, and camping. Bringing your own food and beverages is permitted.
Family Pool and Pool Bar: 10:00 am to 9:00 pm. Access included for our guests.
Deep pool, wading pool and whirlpool. Swimwear is required.
Prohibitions: Bringing outside food and beverages into this area is strictly prohibited. Access to the pool is not permitted with cotton, polyester, denim, lycra, or any garments that may wash out.
Selva Serena – Spa and Wellness: Massage services (individual or couples), manicure, pedicure and wellness activities, requires prior appointment.
Parking: Free and exclusively for guests with 24-hour security.
Wi-Fi: Free and available exclusively in common areas of the hotel to encourage disconnection and contact with nature.
HOTEL RULES AND GENERAL POLICIES
1. Registration and Entry: Access to the rooms is not permitted without having completed the registration at reception with a handwritten signature, and without having paid the total cost of the stay (by bank card or cash) or opening a voucher that guarantees the stay.
2. Early Check-in / Late Check-out: Requests for early check-in or late check-out must be made at reception or with your sales representative. These services are subject to availability and occupancy, and may incur additional costs.
3. Pets: Access to pets or domestic animals is strictly prohibited in any of the hotel facilities.
4. Stored Food and Beverages: The entry of food and beverages not belonging to the hotel is prohibited in the pool area, restaurant and snack bar.
5. Use of Speakers: The introduction and use of speakers or music players in the hotel's facilities and common areas is prohibited to ensure the rest of all guests.
6. Smoke-Free Spaces: The rooms and common areas are 100% free of tobacco smoke or vapes.
