Dal 1 aprile 2021 è in vigore la VISITAX per i turisti stranieri. Il pagamento di 224 pesos messicani (o 10 USD a persona) può essere effettuato sul portale http://visitax.gob.mx/ I turisti stranieri possono pagare prima o durante il soggiorno presso Quintana Roo. Evidenza del pagamento deve essere presentata all'aeroporto prima della partenza.
TERMS AND CANCELLATION POLICIES
Please read our terms and cancellation policy carefully as we cannot make any exceptions to it.
Our receptionists are instructed to follow this policy and rules. Therefore, to avoid any misunderstanding, we would appreciate it if you pay attention to the following:
• This property charges the total amount of your reservation.
• The property reserves the right to cancel the reservation if the reservation payment cannot be processed or the guest does not pay or respond to the property regarding the charge.
• Rates are Non-refundable, so in case of cancellation or no-show, the reservation amount will not be refundable.
• If the guest arrives and decides to leave early, the nights paid for and not stayed will not be refundable.
• If the guest is unable to make use of their reservation, they may request a date change at least 72 hours in advance of the check-in date, which will be subject to availability and/or rate change.
• If the guest would like to transfer their reservation to another person's name, they may request this at least 72 hours in advance of the check-in date.
• The above requests must be sent by email informed in your booking confirmation email, indicating the reservation number, full name, check-in date and the text of the request.
• All cancellations, date changes or reservation transfers are confirmed by email immediately after the reservation is moved.
ABOUT THE RESERVATION
The price of your reservation includes:
• All taxes and fees.
• Bed linen, blanket, body gel and biodegradable hand soap.
• Utilities (water, gas and electricity).
• Internet use.
• Cleaning before and after your stay. Daily cleaning is available upon request with an additional charge of 100 MNX per day (does not include bed linen change)
• All services and facilities mentioned on the pages of our website.
Important:
When you make a reservation, you are reserving a specific room. Each room includes similar size and equipment, however, the interior design may be different.
Reservations can only be taken and confirmed by making an advance payment of the total amount of the stay. This can be paid with debit and credit cards, bank transfer or payment link (online).
We will process your reservation within 12 hours of receiving your request. Please note that your reservation is not made or verified until you receive a confirmation email.
Room cleaning will not be offered during your stay. If you need clean towels or sheets, please asl them at the front desk or email informed in your booking confirmation email.
TAXES AND FEES
The amount of your reservation includes the taxes corresponding to IVA 16%, municipal lodging tax 5% and by the tax law of the municipality of Bacalar, Quintana Roo, all non-resident visitors must pay the Environmental Sanitation fee, equivalent to $58 MNX per night of stay.
CHECK-IN
Check-in time is from 2 p.m. to 8 p.m.
If you wish to arrive early and use the facilities and/or room, you can do an early check-in with an extra cost and as long as the room is available. The amount of early check-in will depend on the type of room.
If you decide not to check in early, you will not be able to stay on the premises or use them until check-in time. Please note that we do not have a luggage storage area, so we are not responsible for your luggage if you decide to leave it before your check-in or after your check-out.
If you arrive after check-in time, please let us know so we can send you access instructions, as we do not have 24-hour service.
Upon arrival, we will request a security deposit and will return it upon check-out, as long as there are no damages or mishaps. You can choose one of the 3 options for the security deposit:
- Original and valid official identification document (INE for nationals / Passport for foreigners).
- Cash guarantee for an amount of $3,000 MNX
- Security deposit on credit or debit card for an amount of $3,000 MNX. which will be returned to your card, depending on your bank's policy, in 3-10 business days.
CHECK-OUT
The check-out time is from 9 a.m. to 12 p.m. You will have 10 minutes of grace (12:10 p.m.) to vacate the room and leave the premises.
If your check-out time will be before reception hours, we ask that you inform the reception staff in advance or by message or email to coordinate your early check-out.
You can request an extended check-out time, which will depend on the availability and/or occupancy of the accommodation. If an extended check-out time is possible, it will have an extra cost that will depend on the type of room.
Please note that after the grace period has passed, if you have not vacated the room and/or left the premises, without prior notice and payment for an extended check-out, we will charge you one more day of stay, not meaning that you will be able to stay one more night.
Please note that a more detailed room inspection is usually performed after check-out time and we reserve the right to charge for any damages found before the room is reoccupied.
Pillows, cushions, bed linens and towels must be left in the room.
Pillows, cushions, bed linens and towels are NOT gifts and must remain on the property. If any of the above are lost, misplaced or missing, they will be subject to the corresponding charge for each of them.
SMOKE, TOBACCO AND NICOTINE FREE ESTABLISHMENT
By law in Mexico, all lodging and accommodation establishments must be 100% smoke-free, tobacco-free, nicotine-free and free of all electronic vapor devices with or without nicotine. Therefore, it is strictly forbidden to smoke any type of cigarette or device anywhere in the accommodation. Neither in rooms nor in open or free areas. You will be asked to sign a document in which you accept a fine of $500 MNX each time I do so or if we find ANY evidence that smoking was done inside the room or in any of the areas of the accommodation, reception, entrance or parking lot. Or we could even immediately terminate your reservation, requiring you to leave the accommodation facilities. Please note that we comply with the Regulations of the General Law for Tobacco Control.
BASIC RULES OF COEXISTENCE, USE OF FACILITIES AND PARKING.
Please read our rules carefully, as if you fail to comply with any of them we could immediately cancel your reservation and require you to leave the accommodation facilities.
The kitchen is for common use and you may use it at any time, as long as it is within the established hours. Keep it clean for yourself and the other guests. If you leave it dirty you will be subject to a $500 MNX deep cleaning fee. Please follow and respect the rules for its use, which you will find there.
We are very concerned about the care of the Lagoon and the environment, so PLEASE help us by separating the trash in the bins located behind the kitchen.
SMOKING is strictly PROHIBITED throughout the establishment, if you do so you will be fined $500 MNX for each time you do so or we find evidence of it.
We have indoor and outdoor parking. Respect the spaces and park your vehicle occupying only one space. Avoid blocking the exit of other vehicles, if you do not find space inside you MUST park in the outdoor spaces. In the event of blocking the access to the establishment or another vehicle, you will be fined $500 MNX and we may use a tow truck to remove your car.
It is prohibited to bring guests, people outside your reservation or bring more guests than agreed in your reservation to stay at the accommodation.
The garden lights turn off at 12:00 a.m. Please be respectful of the rest of others and avoid making noise after that time.
Entrance or locker keys, lost or not delivered at check-out, will have a charge of $200 each. Pets are not allowed. A fine of $1000 MNX will be charged if pets are brought into the rooms or accommodation.
The use of drugs or narcotics is prohibited in any part of the accommodation.
DAMAGES AND INJURIES
During your stay, the rooms, kitchen, all equipment and furniture must be treated with care and kept in order. Immediate notification to the reception staff will be expected about any damage you have caused. You (the tenant) are financially responsible for any damage to the room, bathrooms, outside furniture, third party cars. This includes losses caused by you (the tenant) or by the negligent behavior and actions of a third party.
A check-up will be done at check-out time of the room. However, a more detailed check of the condition of the room and all equipment and facilities will be done shortly after check-out and before another guest occupies the apartment.
The tenant is responsible for damages that are above normal wear and tear. In this case, a detailed damage statement will be sent immediately by email along with an invoice for the cost of repair or replacement. Any costs will be deducted from the deposit if this is still possible. Please note that we will send you immediate notification after check-out about damages to the accommodation.
The damage deposit is fully refundable upon check-out and is subject to inspection of the accommodation for damages. The deposit must be paid upon arrival, in cash or by credit card or by depositing your identification document and will be fully refunded upon departure if the room and/or accommodation is in good condition and the company has no claim. Costs of damage or cleaning beyond what would be expected after responsible use of the apartment will be deducted from the deposit.
El Búho Glamping can take the necessary measures to resolve any problems and ensure that all equipment and facilities are working and provided as expected.
LOST, FORGOTTEN OR DAMAGED ITEMS
The accommodation is not responsible for forgotten items or valuables. Or when there is damage or loss of your property or that of third parties due to chance, theft, force majeure or acts attributable to you and/or your companions, whether inside or outside the accommodation.
