Policies
General Policies
Reservations:
- Your reservation is guaranteed until the day of arrival. After that time, it will no longer be guaranteed and the room may be reassigned.
- The hotel has the right to cancel your reservation if we do not receive any required Pre-Payment Deposit.
- We will send you a cancellation confirmation via email immediately after cancelling your booking.
- Group trips are fun! When booking, keep maximum occupancy rules in mind- two people max for rooms with a single bed (Queen or King) and four people max for rooms with multiple beds. Got babies? They stay free (but unfortunately, we do not have cribs or roll-away beds).
- All guests must be 21 years or older to confirm guest room accommodations. A valid photo ID must be presented at the time of check in for age verification.
- Should the hotel be unable to provide you with accommodations on a confirmed, paid reservation, the hotel will work to find you alternative accommodations or provide a refund of the amount already paid.
Prices and Taxes:
- Our room rates are always awesome, and they are subject to change
- All rooms are subject to a 16% IVA collected by the Mexican Government and a 2% tax collected by the City of San Cristobal de las Casas
Cancellations:
- Guests may cancel up to two days prior to check-in
- Cancellations less than two days prior to check-in will lose their deposit of one-nights stay
- Reservations made under non-refundable rates will be charged the full amount at time of booking, and is non-refundable
Payment and Terms at Check-in, Check-out:
- We are always here! Open 24 hours a day, seven days a week.
- Check-in time: 3:00 p.m. We’ll be ready for you.
- The balance due for your stay will be charged to your selected method of payment at check-in
- Check-out time: 12:00 p.m. Seize the day, friend!
Extending your Stay:
- After you have booked your stay, you are welcome to extend your stay (based upon availability).
- We will make every effort to accommodate your request which may include moving you to another room and/or different pricing.
Rooms:
- We want you to have a great time when you are here. But if things get too crazy, we go by the old-school rule of ‘you break it, you buy it’ and property damages or missing items will be charged to your credit card at market value.
- Pre-existing damages or room issues must be reported to the front desk immediately after registration to avoid responsibility and potential charges.
Traveling with Minors:
- Children 12 years or younger stay free. Maximum of two. However, we do not have cribs or roll-away beds available.
Parking:
- The hotel does not have a parking lot. There is street parking, and several public lots nearby.
Smoking Policy:
- There is no smoking of any kind (including electronic cigarettes and vaporizers) inside the guest rooms or lobby.
- Smoking is allowed on private balconies and terraces. Due to a change in Mexican law, smoking is no longer allowed in the open-air area of El Colibrí
- Please properly dispose of all smoking materials (ash trays available upon request) and use caution to avoid charges for smoke or fire damage
Pet Policy:
- We are pet friendly! Dogs and cats are very welcome!
- A maximum of two pets per room.
- All pets must remain on leash and under your control when outside of the room.
- Pets may not be left unattended in the room at any time.
- Please ensure they do their business in the designated areas, and pick up after your pets.
- A Pet fee of MX$1,000 per pet will be added to your room charges for normal required extra cleaning.
- Should your pet cause property or item damage, an incidental fee, at market rate, will be charged for repair or replacement.
Dispute/Resolution Problems:
- We want you to have an exceptional stay! If you encounter a problem, please ask to speak with the General Manager directly. We will make every effort to resolve the issue.
Use of Personal information:
- Security is our highest priority to ensure the confidentiality of the personal information you provide to us.
- We store any information you enter on our website. This includes personal information such as your first and last name, home or business address, telephone number, postal and e-mail addresses.
- The information you provide is not shared with non-authorized third parties.
- We may share your information, as only necessary as possible, with companies related to your travel itinerary such as airlines, hotels, ground handling companies, local tour companies, sponsors and other suppliers.
- When it comes to payments, please make sure to see the security lock on your browser to confirm the identity of the site before providing your credit card information.
Force Majeure:
Should events beyond the reasonable control of the Hotel, including but not limited to (1) acts of God, (2) war, including armed conflict, (3) strikes or labor disputes at the Hotel or in the San Cristobal area, (4) disease at the Hotel or in the San Cristobal area, (examples of disease: SARS, Legionnaires, COVID-19), (5) government regulation or advisory (including travel advisory warnings), (6) civil disturbance at the Hotel or in the San Cristobal area, (7) terrorism or threats of terrorism as substantiated by governmental warnings or advisory notices, (8) disaster, fire, earthquakes, or other natural disasters in the San Cristobal area, (9) unseasonable extreme inclement weather in the San Cristobal area, (10) shortages or disruption of the electrical power supply causing blackouts or rolling blackouts or other essential utilities in the San Cristobal area, or (11) any other cause reasonably beyond the parties’ control (collectively referred to as “occurrences”), making the operation of the hotel or the honoring of reservations commercially impracticable, impracticable to perform, illegal, or impossible to fully perform. In such case the hotel may terminate reservations, evacuate the hotel, or close it to guests and the public, without liability.
3rd Party Rights:
Nothing in these Terms and Conditions is intended to, nor shall it confer any rights on a third party.
Waiver:
Guests voluntarily agree to release, waive, discharge, hold harmless, and indemnify Hacienda Valentino, its affiliates, and each of their Team Members, directors, officers, affiliates, investors, insurers, successors, and assigns (collectively, the “Indemnified”) from any and all claims, demands, torts, contracts, obligations, suits, actions, causes of action, or damages (“Losses”) arising from illness (including those related to COVID-19), injury, death, or other loss connected in any way with my access or use of the Property, including, but not limited to, claims based on the alleged negligence of any Indemnified or any other person.