Frequently Asked Questions

Do I need to give my credit card to make an online reservation? Is it secure?

Yes, a credit card is required for all reservations made via the Internet. To protect against the unauthorized use of your credit card, the reservations process is handled on a secure server that encrypts your credit card information. For more information, please refer to our Privacy Notice.

Will my credit card be charged if I don’t cancel and don’t show up?

Yes, reservations are automatically guaranteed to your credit card. You will be charged for the first night’s stay only. To avoid being charged, reservations must be canceled in accordance with the cancellation policy outlined by the hotel for the rate and dates booked.

How do I view or cancel a reservation that I reserved online?

For cancel a reservation you should contact us at the phone (+52) 99 99 42 69 00, 24 Hrs. before, the call has no charge.

What is the cancellation policy?

On the same day of the reservation, cancellations cannot be made.

How do I notify the hotel that I will be arriving after the check-in time?

All reservations that are guaranteed with a credit card are held for late arrivals. If you know in advance that you will be arriving late, please make a note of this in the “Special requests” section of the reservation form. If your late arrival is for the next day, please contact the hotel directly.

I am traveling with a child. Will this affect my reservations?

It does not affect the reservation. When making a reservation, be sure to indicate the number of adults and children when requested. 2 adults and 2 children maximum per room. If you have any questions, contact the hotel directly.

What if I want to reserve a group of rooms?

For reservations of 10 or more rooms, contact the group or sales area at the hotel directly to give a preferential rate.

How do I find out what kind of accommodations a specific hotel has for the physically challenged?

The hotel has special rooms, ask directly when making your reservation.