Hotel policies

These policies apply to reservations and stays at Hotel Boutique Casa Eduviges (“Casa Eduviges”).

1. Reservations and payment

Flexible and Standard rates. To book, we ask for a credit or debit card as a guarantee. Payment for the stay is made on arrival.

Non-refundable and promotional rates. Payment in full is made when the reservation is confirmed. Without full payment, the reservation is not confirmed.

High season. During the dates described in section 2.3, all reservations, regardless of rate, require payment in full at confirmation.

Taxes. Rates do not include taxes, unless stated otherwise. Taxes are added to the total of your reservation and of any additional charge. The total including taxes is shown before you confirm your reservation.

Dynamic rates. Our rates change with season, demand and availability. When you book, you lock in the rate in effect at that moment.

• If the price later goes down, the difference is not refunded.

• If the price goes up, you are not charged the difference.

• If you change your dates, the rates in effect apply and you cover any difference.

Currency. Any refund is made in Mexican pesos (MXN) for the amount received on the day of payment.

Third-party bookings. If you booked through an agency or platform, the conditions of the rate you purchased apply.

2. Changes and cancellations

All deadlines are counted from 3:00 pm on the day of arrival, hotel local time.

2.1 Flexible and Standard rates

These conditions apply only if you chose one of these two rates when booking.

• You may cancel free of charge up to 72 hours before arrival.

• Within the 72 hours before arrival, or if you do not show up (no-show), the first night is charged to the guarantee card. The charge is made manually.

• Date changes are subject to availability.

• If you cancel, leave early or do not show up once the stay has begun, unused nights are non-refundable and do not generate credits or vouchers.

2.2 Non-refundable and promotional rates

• No refunds or date changes, in any season.

• No-shows, early departures and nights cancelled during the stay do not generate a refund, credit or voucher.

• Exception: if you cancel at least 72 hours in advance (14 days in high season), you may convert the full amount of your reservation into a voucher, under section 4.

2.3 High season

Applies to Holy Week and Easter, summer holidays, Christmas and New Year, and long weekends. Exact dates are confirmed at the time of booking.

• Payment in full at booking.

• Free cancellation up to 14 days before arrival.

• Within the 14 days before arrival, the first night is retained and the rest is refunded, if applicable.

• Non-refundable and promotional rates follow section 2.2.

2.4 Extending your stay

You may extend your stay subject to availability. The room’s current rate applies, which may differ from the rate you booked.

3. Arrival, departure and occupancy

• Check-in: from 3:00 pm. Check-out: by 12:00 noon.

• On arrival, please present an official photo ID and the card you left as a guarantee.

• Early check-in and late check-out. Both are subject to availability and must be confirmed by the hotel in writing.

  • Early check-in: between 9:00 am and 3:00 pm, 50% of the nightly rate plus taxes is charged. Before 9:00 am, the full previous night is charged.

  • Late check-out: until 3:00 pm, 50% of the nightly rate plus taxes is charged. After 3:00 pm, the full night is charged.

  • The charge is made to the guarantee card.

• We are happy to store your luggage before check-in or after check-out.

• Occupancy, children and beds. Each room’s maximum occupancy, the ages that count as children, and the availability and cost of extra beds or cribs are shown with the rate and room you choose when booking, and form part of the conditions of your reservation.

4. Vouchers

When a non-refundable rate is converted into a voucher under section 2.2:

• Its value is the full amount of the original reservation.

• It is valid for 6 months from the original arrival date, with no extensions.

• It may be transferred to another person by notifying us from the same email address used for the reservation, so that we can validate the new holder.

• It cannot be combined with other promotions or exchanged for cash.

• Any balance remaining after redemption is neither refunded nor credited.

• Lost or stolen vouchers are not reissued.

• Late cancellations, no-shows and early departures are not eligible.

5. House rules

Smoke-free hotel. Smoking is not permitted in rooms or in any indoor or outdoor area of the property. If smoking is detected, a flat fee of $3,500 MXN plus taxes is charged for cleaning and deodorizing.

Quiet hours. From 10:00 pm to 8:00 am. Speakers or music audible outside the room are not permitted, nor are parties or events without prior authorization.

Pets. We welcome dogs and cats, up to 2 per room with a maximum combined weight of 15 kg, and none over 15 kg. Please let us know when you book.

• A fee of $1,000 MXN plus taxes per pet applies for stays of up to 7 nights ($500 MXN plus taxes for each additional week), for specialized cleaning.

• You must present a current vaccination record and sign our pet rules on arrival.

• Pets must be leashed and under your control in common areas.

• Pets may not be left alone in the room, enter food areas, or get on beds or furniture.

• You are responsible for any damage or extraordinary cleaning they cause, which will be charged to the guarantee card.

• Assistance dogs are exempt from the fee and the weight limit.

Visitors. Only registered guests may enter, unless authorized by the front desk.

6. Liability

• Safe. Rooms have an individual safe, free of charge, which you operate with your own code. We recommend keeping documents, cash, jewelry and electronic devices in it. The hotel is not responsible for what you keep in it or for valuables left outside it.

• We are not responsible for the loss of or damage to personal belongings, except in cases of intent or negligence on our part.

• Damage caused by the guest (wine stains, burns, cuts, among others) is charged to the guarantee card, with prior notice and photographic evidence.

• We are not responsible for injuries that occur outside our premises or for situations arising from tours or outings booked with third parties.

• We reserve the right of admission and continued stay on objective grounds: conduct that endangers the safety or peace of other guests, or failure to comply with these policies.

7. Special circumstances

In the event of extreme weather, road blockades or other causes beyond the parties’ control, please contact us. We will review each documented case individually, without this guaranteeing a refund on non-refundable rates.

8. If we are unable to provide the service

If, for reasons attributable to the hotel, we cannot accommodate you on the dates of your confirmed reservation, we will let you know as soon as possible and offer you accommodation at an establishment of similar or higher category, covering any additional cost and transfer. If you do not accept the alternative, you may choose a full refund of what you paid for the affected nights or reschedule your stay at no charge, keeping the original rate. This policy applies to all rates.

9. Privacy

The processing of your personal data is governed by our Privacy Notice, which is provided to you when you book.

This is a translation for convenience. In case of discrepancy, the Spanish version prevails.