Every person who stays at the resorts must register their own information, and their companions’ information, on the designated cards.
Check-in time is 3:00 p.m. and check-out time is 12:00 p.m., with a 60-minute grace period allowed for leaving the suite after the indicated departure time. Guests who wish to stay for an additional period of time must advise Reception and make arrangements to guarantee the payment of the corresponding per person / per night charges. Guests who decide to invite an additional person to their suite after the initial registration process is complete must notify Reception to make arrangements for the corresponding payment.
It is only with the permission of the manager of the establishment that a guest may bring a service employee to the resorts. The person named on the reservation of the suite will be responsible for this person and their conduct, and the resort may cancel the service and remove the service employee from the premises should any adverse issues arise.
If a guest should fall ill, the Concierge will call a doctor. The guest will be attended by the doctor in their suite. If the illness is contagious for reasons not attributable to the resorts, the person will be transferred at their own expense to an adequate treatment facility.
The resorts will not be held responsible for loss of cash or valuables not deposited in the safety deposit boxes provided in each suite. Additional safety deposit boxes are available in Reception, where a unique, unduplicated key will be provided. Loss of the key or security access code for the safety deposit box results in an additional charge.
Guests may not, at any time, have any type of animal in their suite without authorization from management.
The resorts are obliged to respect the reservations of guests properly confirmed and guaranteed. Management must immediately notify the appropriate authorities of any danger of contagion or infection or in the case of any unusual occurrence, as established in the fourth paragraph of this policy.The Reception Manager will provide a detailed account of all services rendered and their corresponding costs.
Lodging services must be paid in advance or daily when the stay is less than 7 days. If the stay is longer, the guest may pay weekly. If payment is not received punctually, the guest will lose their right to use the suite. The administration will provide proof of payment upon request.
The use of furniture, garments and other service items must be rational and reasonable, with proper care taken of the items. Upon leaving their suite, guests are obligated to leave the doors and windows closed, and faucets off. Keys should be returned to Reception.
The resort has taken proper security measures by installing a sufficient number of fire extinguishers, water spigots and hoses to be used in case of emergency. If a guest sees the need to use one of these items, they must inform the operator by dialing 0. Guests must behave decently within the facilities. Disturbing the peace, conducting activities that annoy or cause discomfort to other guests or committing any offense punishable by Mexican law (ex. gambling, using drugs) is prohibited.
The resorts are tobacco smoke-free establishments with only certain specific areas authorized for smoking. They are:
We ask that you respect this policy and smoke only in the designated areas.
Out of respect for other guests, the use of music players or any other sound devices is prohibited in the pool areas, resort beach areas, gardens and suite terraces.
Our resort services are provided without discrimination on the basis of sex, race, political or religious beliefs, nationality or social class.
The resorts may refuse service if a guest arrives in a state of intoxication, under the influence of drugs or narcotics, or if they appear to intend to abuse the facilities or services.
Employees of the establishments must respect the privacy of guests during their stay. Resort personnel will only have access to occupied suites if it is obvious that the security or safety of the guest is compromised, if the guest is threatened in any way, or if the guest requests personnel to enter.
Guests are strictly prohibited from preparing foods within the suite, using the electricity in the suite for anything out of the ordinary, and washing and hanging clothes inside the resorts. Use of coolers or ice chests in the pool area, resort beach area, and suite terraces is also prohibited.
Guests are prohibited from hanging portraits, images or other objects on the walls or having medicines or substances with unpleasant odors that may contaminate their suite or bother other guests.
Guest vehicles must be parked in the appropriate location and allow space for other vehicles to park. The resorts are not responsible for partial or total loss of the vehicle or objects in its interior, or any type of damage to the vehicle.
Items or belongings forgotten by a guest and found by resort employees will be kept for three months. Items of value such as jewelry or electronics will be kept for six months. If the item is not claimed within the prescribed time frame the resort will not be responsible for it.
The resorts are protected by a general civil responsibility policy, abiding the NOM-07, provided by a legally authorized insurance company. In circumstances not anticipated by our current policies and rules, the Federal Tourism Law, rules of lodging establishments, and other a regulations that apply to the specific case will be followed.