Hotel Policies

Cancellation policies.

Cancellations are accepted as long as they are requested within 72 hours before your arrival, otherwise, a charge equivalent to one night (1) plus taxes will be charged as a penalty.

No show policy. (abandoned reservation)

In case you do not show up to your reservation (without prior notification) then the Hotel will charge 100% plus tax per room abandoned.


The prepayment of 15% is required to guarantee your reservation. Please consider that this is non-refundable. The balance (85% of your reservation) will be payable upon your arrival.

Children policy.

Children from 0 to 11 years old with 11 months can stay in the room without any charge, as long as the maximum capacity of this is not exceeded. Children who are 12 will be considered adults for accommodation purposes.

Refund Policy.

The advance payment of 15% of all reservations is non-refundable.

Any refund of 85% of the total value of the reservation will be refundable provided that it is requested at least 72 hours before arrival.
Otherwise, refunds will not be accepted.

Check-in and check-out.

All times are indicated in local time in Cancun, Quintana Roo Mexico (GMT -05: 00)

Check-in: From 4 pm

If your flight arrives before that time, do not worry that you will be able to keep your bags at reception as long as the room is ready at the appointed time

Check-out: 12:00 hrs (noon)

The scheduled departure time is at 12:00 noon. If your flight is scheduled in the afternoon or evening, then we suggest you to check out at the set time and safeguard your luggage at reception (at no charge). In the meantime, you can stay in the hotel’s public areas if you wish.

Fraud protection.

The Hotel will be able to request a copy of the official identification of the holder of the credit card that has been used, in order to avoid a risk of fraud.
The Hotel reserves the right to cancel the reservation in case the guest does not comply with this request.

Maid service policy.

The hotel is part of a sustainability program that involves reducing the impact of our operation on the environment, therefore; towel and white changes are changed every 3rd day. Nevertheless; general cleaning is carried out daily.

Special Requests

In case you have a special request (ground floor, first floor, adjoining rooms, etc.) you must mention it when confirming your reservation. In the same way, you can send it by e-mail to

All requests of this nature will be subject to hotel availability.

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