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Lodging Policies

Lodging Policies.


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Check In

Guests must present official identification at check-in.

The name of the reservation and the name of the guest must match in order to check in.

Only persons registered at the time of Check In may make use of the facilities. Once the Check In process has been completed, no additional persons may register.

The number of people to stay can only exceed in one extra guest the maximum stipulated on the website for each unit.

The extra person in each unit will be charged an additional 20% of the cost of it.

Payment must be made in Mexican pesos or at the exchange rate stipulated by the hotel.

The hotel does not take care of possible damage to vehicles.



Common Areas

In common areas the music can only be played on a schedule from 12:00 a day to 5:00 p.m. on a medium-low level, as both the common areas and the rooms and apartments are rest and noise-free spaces.

The establishment prohibits the excessive consumption of alcoholic beverages in common areas.

Cigar smoke is strictly prohibited within rooms and common areas, There are specific areas for smoking properly marked.

For no reason can bathing suit be used in common areas except the pool area.

It is forbidden any type of act (verbal or physical) that inconveniences and/or alerts third parties (whether guests or members of the staff of Casa Estrella).

Check out at the time indicated by the Casa Estrella staff. You can ask for the luggage storage service. Extra fees may apply if the CheckOut time is exceeded.

Do not use any kind of soap, foam or bath salt in the jacuzzi.



Refundes.

A 100% refund will be made in case of cancellations made more than 14 days prior to the check-in date.



Pet Friendly

Pets are welcome at Casa Estrella, however the guest is responsible for the possible damage that your pet may cause in the facilities or furniture.



Cancellations.

In case of No Show there will be a charge of 100% of the first night or the only night of stay.

If you cancel a reservation before 24 hours from the check-in date, a charge of 100% of the first night or the only night of your stay will be charged.

All cancellations will be charged $25.00 USD to cover processing costs for credit card use.

If within the high season period the reservation is cancelled before 14 days from the check-in date, a 50% charge will be made for the first night or the only night of stay.

If outside the high season period the reservation is cancelled before 14 days from the date of arrival, a charge of 25% of the first night or the only night of stay will be made.

If after check-in a refund is requested for the remaining period of stay booked, 100% of the total accommodation charge will be refunded and the guest will be required to pay in cash the equivalent of the 100% cost of the first night stay.

In case you have only booked one night you will pay in cash the equivalent of 50% of your cost.



Long Term

It is considered Long Term accommodation from a stay of 7 days or more.

If you cancel before 14 days from the check-in date, a fee of % of the total cost of the accommodation will be charged.

Before taking possession of the unit the guest must sign the accommodation contract and pay a damage deposit equivalent to one month’s lodging.

Not included is the replacement of: toilet paper, paper towels, laundry soap, soap for dishes, garbage bags or water bottles.

Cleaning of the unit does not include washing of frets, if required will have an extra cost and must be requested in advance.

Cleaning of the unit is done once a week, if more cleaning days are required you must request it at reception at least one day in advance.

The use of the laundry machines is included in the cost of lodging, the laundry service has an extra cost of $150 MXN per load of clothes (approximately 10 kgs) and must be requested in advance.

If breakfast service is required, it must be confirmed at the reception at least one day in advance.

The hotel reserves the right to admit visitors, companions or occasional visitors to its facilities, in no case will be allowed access of escorts to the rooms. It is a security measure of the guests and the hotel.



Please Check our Frequently Asked Questions too.

FAQ




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