POLICIES

POLICIES CASA VACACIONES SUITES CRISTAL HOTEL BOUTIQUE

Below you will find a detailed document outlining our policies on reservations, check-in and check-out, pet acceptance, non-smoking, cancellation, facilities and services, cleaning and maintenance, and key management. These policies are designed to provide a safe and comfortable environment for all our guests.

RATES AND EXTRA CHARGES POLICIES

The price per night is $20,000 pesos per day of stay, plus applicable taxes. Please note that rates may vary depending on the dates and days of your stay. Additional charges may apply for the use or loss of facilities or items, as detailed in our policies.

To ensure a pleasant and transparent experience, we inform our guests of the following additional fees:
Jacuzzi: A fee of $2,000 will be charged for heating and cleaning the jacuzzi. The cleaning fee is a one-time charge, and usage will cost $2,000 for each 24-hour period or fraction thereof.
Safe: The use of the safe in each room is free of charge. However, we are not responsible for the loss of items inside the rooms or in the safes.
Daily Cleaning: The daily cleaning of the room costs $150 for two people and $200 if the room accommodates more than two people.
Additional Occupancy: The established price is for a maximum of 15 people, while the total allowed capacity is up to 30 people. An additional fee of $1,000 per person, per day will be charged for extra guests.
Key Card: In case of loss or damage, the cost for each key card is $500.
Parking Control: In case of loss or damage, a fee of $2,000 will be applied for the parking control.
Remote Controls and Air Conditioning: In case of loss or damage, each remote control or air conditioning control will cost $500.

We appreciate your understanding and cooperation.

PET POLICY

At Casa Vacaciones Suites Cristal Hotel Boutique, we understand that pets are part of the family, and we want to ensure that your stay is comfortable and safe. Below are our policies regarding the admission and care of pets:

Pet Admission: Pets are allowed in the hotel, subject to the following conditions.
Training: All pets must be adequately trained. This includes behaving appropriately in common areas and not causing disturbances to other guests.
Cleaning Responsibility: Guests are responsible for cleaning any waste or mess caused by their pets within the hotel and its surroundings. This includes all common areas of the hotel as well as the nearby neighborhood.
Size Restriction: Pets must not exceed 10 kilograms in weight.
Mandatory Supervision: Pets must be supervised at all times during their stay in the hotel.
No Leaving Pets Unattended: It is strictly prohibited to leave pets unattended without supervision in the hotel rooms.
Liability for Damage: Owners will be responsible for any damage to hotel property or injuries to staff caused by their pets.
Damage Charges: Any costs related to repairs, cleaning, or medical treatment resulting from the pet's behavior will be charged to the responsible guest's account.
Pet Nanny Service: We offer an optional pet nanny service for guests who require additional supervision and care for their pets. This service must be requested at least one week in advance to guarantee availability. Additional charges will apply, which will be detailed at the time of booking or at reception.
Jacuzzi Areas: Access for pets to the bar and jacuzzi areas is prohibited unless the guest renting the accommodation is the owner.
Disturbance Control: Any disturbances caused by your pet, such as barking or noisy behavior, must be controlled immediately. It is important to ensure that other guests are not inconvenienced by these disturbances.

Our goal is to ensure that both you and your pet enjoy a pleasant stay at Casa Vacaciones Suites Cristal Hotel Boutique. We appreciate your understanding and cooperation regarding our pet policies.

CHECK-IN AND CHECK-OUT POLICY

At Casa Vacaciones Suites Cristal Hotel Boutique, we strive to provide you with a comfortable and convenient experience during your stay. Below are our policies regarding check-in and check-out:

Documents and Requirements: Upon check-in, guests must present a valid identification document and a credit card. All special requests are subject to availability at the time of check-in, are not guaranteed, and may incur additional charges.
Check-In: Check-in is only permitted in the name of an adult present. Check-in hours are from 3:00 PM to 10:00 PM. If you plan to arrive outside of these hours, we recommend informing us in advance to arrange your arrival.
Check-Out: Check-out must be completed by 12:00 PM (noon). A late check-out may be requested, subject to availability and an additional charge. Please consult the reception for more details and to coordinate your extended departure.
Early Departure: In the event of early departure, all originally confirmed nights will be charged.
Credit Card Guarantee: All reservations must be guaranteed with a valid credit card (American Express, Visa, or Mastercard).

We appreciate your cooperation regarding our check-in and check-out policies. These measures are designed to ensure a smooth experience for all our guests at Casa Vacaciones Suites Cristal Hotel Boutique.

SMOKING POLICY

At Casa Vacaciones Suites Cristal Hotel Boutique, we maintain a smoke-free environment to ensure the health and comfort of all our guests. Below are our policies regarding smoking:

Smoking Prohibition: Smoking is not allowed in any interior area of the hotel or near doors leading to common areas.
Designated Areas: Guests wishing to smoke may do so only in the designated area, which is clearly marked (upper terrace). Please ensure you use these designated smoking areas.
Cleaning Fee: A cleaning fee will be applied if smoking is detected in unauthorized areas. This fee will be charged to the registered credit card to cover the additional cleaning costs.
Consumption Restrictions: For the safety and respect of our guests and children, the use and consumption of any type of drugs, including marijuana (even for medical use), is strictly prohibited within the hotel premises.

We appreciate your cooperation in maintaining a clean and safe environment for all our guests at Casa Vacaciones Suites Cristal Hotel Boutique.

CANCELLATION POLICY

At Casa Vacaciones Suites Cristal Hotel Boutique, we understand that plans may change, and we are here to assist our guests. Below are the details of our cancellation policy:

Cancellations: Any cancellation made less than 14 days before the reserved date will not be refundable and will be charged in full.
Refunds: For cancellations made more than 14 days in advance, a full refund will be provided minus any applicable processing fees.
Procedure: To cancel your reservation, please contact our reservations team as early as possible to avoid additional charges, or contact the company through which the reservation was made directly.
CANCELLATIONS DURING HOLIDAY DATES: At Casa Vacaciones Suites Cristal Hotel Boutique, we understand the importance of planning ahead during holiday periods. To ensure availability and proper management of reservations, cancellations for the following dates will be non-refundable. The minimum stay for these dates during holidays is 4 days; on other days, it’s a minimum of 2 days.
2024
- Day of the Dead: From October 31 to November 4.
- Thanksgiving: From November 22 to November 29.
- Christmas and New Year: From December 19 to January 3.
2025
- Holy Week: From April 13 to April 20.
- Christmas and New Year: From December 19 to January 3.
- Thanksgiving: From November 23 to November 30.
- Day of the Dead: From October 31 to November 3.

Cancellations will not be refundable. We appreciate your understanding and cooperation to ensure efficient management of our reservations during these special dates.

ROOM CLEANING AND MAINTENANCE POLICY

At Casa Vacaciones Suites Cristal Hotel Boutique, we strive to provide a clean and comfortable environment for all our guests. Below are our policies regarding room cleaning and maintenance:

Towel Change and Trash Removal: Towel change and trash removal services will be performed as requested by the guest, ensuring comfort and maintaining the room in optimal condition.
Bedding Service: Each room is equipped with sheets, comforters, and pillows. Additional blankets can be requested. Sheets will be changed only for stays of 4 days or more.
Cleaning Service: Room cleaning will be conducted according to the service contracted. Cleaning is provided every 4 days, including a complete cleaning of the room and bathroom, as well as replenishing bathroom items and amenities. If daily cleaning service is requested, a tip of 150 to 200 pesos per room will be expected, depending on the number of guests.
Cleaning Supplies: Cleaning supplies and fresh sheets will be available upon request.

These measures are designed to maintain a clean and orderly environment throughout your stay at Hotel Suites Cristal. We appreciate your cooperation and understanding regarding our cleaning and maintenance policies.

FACILITIES AND SERVICES CARE POLICY

At Casa Vacaciones Suites Cristal Hotel Boutique, we are committed to providing quality facilities and services to ensure a comfortable and pleasant experience for all our guests. Below are our commitments regarding the care and maintenance of our facilities:

Kitchenettes in All Suites: All suites are equipped with a refrigerator, microwave, toaster, coffee maker, and cooler, as well as basic dishware and utensils. It is the guests' responsibility to use these devices properly and report any issues to the reception staff.
Air Conditioning and Ceiling Fans: All our rooms are equipped with air conditioning and ceiling fans to ensure a comfortable environment during your stay. Please use these devices responsibly and turn them off when leaving the room to conserve energy. The remote control for the air conditioning will be left in the room; a replacement fee will apply if lost.
Grill on the First Terrace: We have a grill available on the first terrace for our guests' use. We request that it be used carefully and cleaned after use to keep the area tidy for everyone.
Equipped Bathrooms: All bathrooms come with clean towels, hair dryers, body and hand soap, shampoo and conditioner, as well as toilet paper. We appreciate your cooperation in keeping these items in place and in good condition for all guests' use.
Televisions: Each room is equipped with two televisions for your entertainment. Please use the remote controls carefully and turn off the televisions when leaving the room to conserve energy and prolong the equipment's lifespan. Each room has two television remotes; a replacement fee will apply if lost.

These measures are designed to maintain a clean, safe, and functional environment for all our guests at Casa Vacaciones Suites Cristal Hotel Boutique. We appreciate your cooperation and respect for our facilities and services during your stay.

LOCK AND KEY POLICY

At Casa Vacaciones Suites Cristal Hotel Boutique, we strive to provide secure and convenient access to our facilities. Below are our policies regarding the use of keys and access controls:

Key Card: At check-in, a key card will be issued based on the number of guests, which allows access to the hotel’s main door. Additionally, a code for the corresponding room will be provided. This card must be returned at check-out. In case of loss or the need for a replacement, an additional charge will apply to cover the reprogramming and replacement of the card.
Parking Access Control: For access to the underground parking, a remote control will be provided for each suite. This remote allows you to open and close the parking doors.
Responsibility: Hotel Suites Cristal is not responsible for damages, theft, or loss that may occur to your vehicle within the parking area.

These measures are designed to ensure the safety and comfort of all our guests during their stay at Casa Vacaciones Suites Cristal Hotel Boutique. We appreciate your cooperation and understanding regarding our access policies.

PAYMENT AND RATES POLICY

At Casa Vacaciones Suites Cristal Hotel Boutique, we provide clarity and transparency in our payment and rates policies. Below are our policies:

Base Rates: Rates do not include [taxes/additional charges] and are quoted in [local currency].
Payment Methods: We accept [credit/debit cards].
Open Receipt: Guests must leave a signed open receipt with their credit card, where charges for possible damages to property and/or rooms, any additional fees, and cleaning for smoke, if applicable, will be processed.
Rate Variability: Rates may vary based on the date of arrival and the length of stay. Quoted rates are not guaranteed and may change until the reservation is confirmed.

EVENT SPACE RENTAL POLICY

When renting the entire house for events, an ADDITIONAL CHARGE will apply based on the number of attendees. This extra cost will be CALCULATED BASED ON CAPACITY AND SPECIFIC EVENT REQUIREMENTS.

Additionally, reserving the entire house REQUIRES THAT ALL ROOMS BE BOOKED. It is NOT possible to rent just the event space without reserving the rooms.

The hotel must be rented for a minimum of two nights for events.

The necessary permits for the event will be requested by the person planning the event. If no specific person is available, we can recommend a company that specializes in event planning.

For more details on additional costs and reservation terms, please contact us directly.

BILLING POLICY

Invoice requests must be made during your stay at the hotel and will be sent via email. It will not be possible to request an invoice after your stay has ended.

Furthermore, only services provided by the hotel will be invoiced. Commissions charged by different companies, such as Expedia, Booking, among others, will be billed directly by those companies.

We appreciate your understanding.

CHILD POLICY

Children and all minors must be supervised at all times by their parents or guardians. They will be solely responsible for any incidents related to them during their stay at the hotel.

We appreciate your understanding and cooperation.