Terms & Policies

 

RESERVATION POLICIES:

We accept payments in cash (MXD, USD, EUR), transfers via Paypal or international bank-to-bank transfers. We do apologize but we do not accept credit cards due to limited on-site internet connection.

100% of price must be paid one month before arrival in case of groups or during check-in in case of individual guests. There are no exceptions.

CANCELLATION POLICY:

The cancellation policy differs if you book the whole house or not. The whole house is automatically booked when you have 10 or more guests. You cannot book the whole house with less than 10 people. The biggest advantage to booking the whole house is that the booking is closed for others, so no other people can book a room in the house at the same time. It means that the whole place is just for you even if you have only 10 guests and some rooms are not occupied.

If you book the whole house, you may reduce the size of your group down to 10 guests without any penalty, so you pay only for 10 guests, although you have originally booked 16 people for example. If your group is smaller than 10 people, you still pay for 10 people because it is the minimum for booking the whole house (and the reservations were closed for others).

CHECK-IN:

Check in is at 3pm and check out is at 11am. However, you may check in anytime and leave your bags with us until your room is ready so you can start enjoying your vacation right away. 

SPA POLICY:

We recommend you to schedule your spa services in advance. The spa personnel will gladly assist you. Please notify the therapist about any medical or non-medical condition you have that might influence the treatment: heart problems, allergies, claustrophobia, any skin condition or sensitivity, pregnancy, muscles or bone conditions, hormonal problems, respiratory problems, recent surgery, back injury or any other medical restriction for spa treatments.

It is contradiction to have any spa treatment while being under the influence of alcohol or any drugs that will affect your alertness.

In an effort to maintain a tranquil environment, the spa is a non-smoking area; we also ask you to switch your mobile phones off or on silent mode; any mobile phone calls should be taken in the reception area only.

In order to respect the privacy of our guests, taking pictures or videos in the spa area is strictly forbidden.

Nurture your spa experience and arrive 15 minutes prior to your treatment time.

Please keep in mind that arriving late for your treatment will limit the total treatment time so that other guests will be not be inconvenienced. If you have any preference for a male or female therapist, we encourage you to specify upon making the reservation and we will do our best to accommodate your request.

Gratuities are the matter of your personal discretion and should reflect the level of your satisfaction; customary gratuities are between 15 to 20%.

A deposit of 50% is required for all bookings made by visitors to ensure your treatment.

Treatments & Massages Cancellation Policy:

As a courtesy to other guests and our service providers, please give 3-hours’ notice if you must cancel or reschedule an appointment.  Less than 3-hours notice for cancellations or “no shows” we result in a charge of 50 % of the treatment price.

Temazcal & Ceremonies Cancellation Policy:

Upon reservation of any of these services, a 50% deposit is necessary to assure your place.  Cancellation can only be accepted 24 hours prior to your ceremony, otherwise we result in a charge of 50% of the ceremony price.