Reservation policies
GENERAL POLICIES
1) In accordance with the federal law on the protection of personal data held by private individuals, we inform you that your data is protected. For more information, please consult our privacy notice on the website www.hoteleshb.com.
2) European rate plan, meals not included.
3) Check-in 3:00 PM
4) Check-out 12:00 PM
5) Rooms with quadruple and family occupancy are based on sharing beds, using an extra bed or sofa bed.
6) If you require an invoice, please provide your information upon check-in and request it at reception, which will be issued upon check-out.
7) If traveling with pets, the Pet Friendly accommodation policy applies.
8) Two children under 12 years of age stay complimentary in a double room or higher (meals not included) (teenagers under 13 years of age are charged an extra person rate).
9) Pool use is from 9:00 a.m. to 8:00 p.m., Monday through Sunday.
10) Food and beverages are not allowed in public areas of the hotel.
11) The hotel has safety deposit boxes for your convenience; therefore, the hotel is not responsible for lost or forgotten items in any area of the hotel.
12) Property damage or damage to the hotel will be the responsibility of the guest who caused the damage, based on the current commercial value of the damaged furniture or equipment.
13) Payment for the room must be made in advance using any of the payment methods currently available at the front desk: cash, credit card, debit card, or bank transfer with supporting proof of payment. For payments made with a foreign card, the charge will be converted to the local currency at the current exchange rate. Personal checks or other credit instruments are not accepted.
14) Use of the room is exclusively for guests who entered their information on the registration form. Access is prohibited to anyone not affiliated with the room or stay contract.
15) 100% smoke-free hotel. In the event of a violation of this regulation due to any use of tobacco or vaping, the hotel will charge a penalty of $1,000.00 pesos for cleaning and sanitizing the room.
16) Free parking is available; parking is provided in reverse; our staff will preferably be responsible for parking the vehicle.
17) The hotel has an insurance policy for your protection, number CY 42004038, valid until November 5, 2023.
18) CANCELLATIONS
Reservations can be cancelled 24 hours in advance without charge.
Cancellations on the same day of arrival will be subject to a charge for the first night (No Show).
19) Reservations can be cancelled without guarantee after 6 p.m. The hotel is not liable.
20) Cancellations to group reservations (policies in the service contract apply).
21) RESERVATIONS
Room reservations are guaranteed with payment for the first night.
22) To guarantee your reservation, you must send a copy of the bank receipt to reservacionesxalapa@hoteleshb.com.
23) The following clauses are grounds for termination of contract and vacating rooms without obligation to refund:
a) Violation of these regulations.
b) When the guest causes a disturbance, disrupting the rest of the guests' rest, commits moral offenses, or disturbs other visitors/guests.
c) If the guest causes material damage to the establishment, without prejudice to payment of the corresponding compensation.
d) If the guest commits a crime.
e) When the room expires without a balance to support it.
f) Loans to other persons not registered as regular guests.
g) Using the room for purposes other than the exclusive use of lodging and rest.