TERMS & CONDITIONS

Cancellation Policy

Flexible Rate (Standard Rate):

Free cancellation at any time. Cancel and receive a full refund, minus any nights occupied and the service fee.

Non-Refundable Rate:

Reservations under this policy are non-refundable but are transferable. In case you have booked using the "Non-Refundable" cancellation policy, we can still grant you a date change. We will only allow one date change that cannot be modified again. If you want to request the change, you must request it at least 7 days in advance. You will obtain a credit for the amount of the total value of the reservation that will be valid for 6 months. This credit cannot be transferred to other guests.

1. Registration

As per the laws of the State of Veracruz, in order to provide accommodation services, we will require an official identification of the person under the reservation or main guest. Please bring your government-issued ID at the time of registration. We are also required to record the data and characteristics of your vehicle(s).

2. Arrivals and Departures

Check-in is after 3 pm. Check out is until 11am. We ask you to be punctual please. Early check in or late check out may be available upon request. Guests staying past their scheduled checkout time or delaying our cleaning staff will be responsible for any associated costs and expenses.

3. Cleaning

The apartment is thoroughly cleaned and sanitized before and after each reservation. We do not include cleaning during your stay. Housekeeping can be provided during your stay for an additional cost of $340 pesos per cleaning. This must be pre-arranged. Extra cleaning service also includes change of towels and linens.

4. No Smoking. No Parties. No Events

We remind you that it is not allowed to have parties or events of any kind. Commercial photography/videography without written consent is also prohibited. No loud noise or music is allowed after 10pm. Smoking is also prohibited inside the apartment. Smoking is allowed on balconies and outdoor spaces. The smoking violation is $1,000 pesos plus the cost of cleaning, deodorizing, and/or repairing any damage.

5. No Pets

Unfortunately, pets are not allowed in the apartment regardless of their type or size. Violation of our pet policy will result in a fine of $2,000 pesos plus any cost of cleaning, deodorizing and/or repairing any damage. 

6. Visitors

Visitors are allowed from 8:00am to 10:00pm. Each department is allowed up to 6 visitors at a time. Visitors must always be accompanied by registered guests and guests will be responsible for their visitors. Visitors are not allowed to stay overnight in the apartment.

7. Damage or Missing Items

Guests assume full responsibility for any damage, injury, or loss that occurs on the premises and in the apartment. The guest agrees to be liable for damages to the property caused by the guest's fault or negligence, or by persons to whom the guest has granted access. After each check-out a review is made of all items on the property, any missing or damage that requires to contract their repair or replacement will be charged at the current market value (for replacement or an equivalent new item). Guests should report any damage to the property to customer service. Undeclared damages will be deducted from the security deposit.

8. Security Deposit

We require a security deposit of $2,000 pesos for the reservation of each apartment to protect us from any damage to the property. An authorization hold for the amount of the deposit will be applied to your credit card on the day of your arrival. We will release the hold as soon as we have had an opportunity to inspect the property after your departure to ensure it was delivered in the same condition it was found and there is no new damage or missing items. This release can take up to 7 business days depending on your bank. In case we have found any damage to the property, we will contact you to review any damage with you and make the corresponding charge.

9. Good Use of the Property

The guest expressly declares and under oath to tell the truth, that he or she will use the property solely and exclusively for the use of lodging and accommodation. It is always necessary to follow the regulations published in the residential building and observe a conduct adherent to morality and good customs within the property.

10. House Free of Crime

Any illegal activity, possession of weapons, introduction of dangerous materials or illegal substances or of illegal origin in the property is strictly prohibited. Any of these activities will be reported to the corresponding authorities. We provide the accommodation and lodging servuce in good faith trusting in the honorability that is reputed between the parties. Therefore, the guest and his/her visitors pledge not to perform any unlawful act or acts typified in the Extinction of Domain Law of the Federal or State order inside the property. The guest and his/her visitors pledge not to use and dispose of the property for a different purpose, being fully and exclusively responsible for any other use that may be given to the property, releasing the property manager, owner and the property from any responsibility, in the event of the commission of a crime on the property. 

11. Pool Use

The pool hours are from 9:00am to 10:00pm daily. It is forbidden to bring glasses or bottles of glass to the pool area or introduce food or drinks inside the pool. Use of the pool is at your own risk. There is no lifeguard on duty.

12. Maintenance

We reserve the right to enter the apartment to attend to urgent maintenance issues or any other emergency even if the guest is not present.

13. Lost and Found

We assume no responsibility for the loss, misplacement or theft of valuables or damaged belongings. If you find that you have forgotten or lost something of value, please contact our staff immediately. We will store the forgotten items and garments of the guests for a maximum term of one month, after which it will be determined, what their destination will be, and the guest will not be entitled to any claim.

14. Responsible Use of Energy

To promote environmental care and energy saving, we ask that you turn off all lights and air conditioners when you leave. If we detect that they are not being turned off when leaving, we reserve the right to enter the apartment to turn off the lights and air.

15. Acceptance of Terms and Conditions

Your booking constitutes an agreement to comply with these terms and conditions. Guests who violate these rules will be held responsible for any damages, fees, penalties, costs, or expenses associated with them.

Last Modified: February 25th, 2022.