TERMS & CONDITIONS

Rules and regulations

To ensure a pleasant and safe stay for all our guests, we appreciate your cooperation in complying with the following hotel rules and regulations:

 

I. RESERVATIONS

Reservation Procedure:

To make a reservation, guests may inquire about availability by sending us an email or by a phone call. We promise to respond within 24 hours or immediately, depending on the situation.

Reservation payment can be made by wire transfer, credit card charge or cash.

The room will be reserved for the guest who made the reservation or, failing that, for the person designated by him/her.

- Cancellation Policy 

In case of cancellation by the guest (in individual reservations), the refund of the deposit is guaranteed, IF the cancellation is notified to the company at least 72 hours before the scheduled date. The cancellation can be made in writing, via e-mail addressed to: haciendasusula@gmail.com.

If the client does not use the reservation on the scheduled date or does not notify the hotel of the cancellation at least 72 hours in advance, the amount of the deposit equivalent to two nights will be forfeited if the cancellation requirements are not met. 

- Group bookings

For group reservations, the final number of guests must be notified by email to haciendasusula@gmail.com at least 15 days prior to your arrival date.

Cancellations can be made in writing (via email) at least 7 days prior to the guest's arrival.

Groups composed of youth or students under 18 years of age must be accompanied by at least one responsible adult for every 8 minors. Those responsible for the group must stay at the hotel.

The organizer or companion of the groups will be held legally responsible in case of damage to the property or inventory of the rooms, in accordance with the regulations in force.

- Check-in 

Each guest, both individual and group, must complete a registration form individually or for each room. This sheet will be provided at the hotel reception desk upon arrival.

The hotel is committed to honor reservations duly confirmed and paid for by guests prior to their arrival in the room. All reservations must be paid before the guest checks into the room. 

The lodging service must be paid in advance. Therefore, at the time of check-in, all guests must provide a credit card, debit card or make payment in cash to guarantee their credit. In case of non-payment, the guest will lose the right to any reimbursement.

II. Obligation of information on the part of the guest

It is the guest's responsibility to inform the hotel management of any contagious disease, death, infraction or crime occurring on the premises of which he/she is aware. This will enable the hotel to take appropriate action and notify authorities as necessary.

In the event that a guest becomes ill, the hotel's front desk will arrange for a physician to be contacted and the guest may receive care in his/her room at the guest's expense. If the illness is contagious, the guest must be taken to an appropriate place at his/her own expense.

III. Check-in and Check-out

Check-in to the room shall be from 3:00 p.m. onwards, and check-out shall be no later than 12:00 noon. Otherwise, an additional charge equivalent to one additional night's stay will be applied.

If for any reason the guest needs to check in after 8:00 pm, 24 hours notice is required prior to arrival.

It is strongly recommended that upon arrival, the guest check the room inventory. Upon check-out, an inventory check will be conducted, and any shortages or damages must be covered by the guest.

The room key must be handed in at the front desk at check-out. In case of loss, a recovery fee will be charged.

IV. Responsible use of services

The services provided by the hotel (water, electricity, gas, etc.) must be used responsibly and according to principles of good conduct. The established price does not include the excessive or disproportionate use of these services. Your collaboration in their moderate use not only helps to maintain affordable rates, but also contributes to the preservation of the environment.

We ask our guests to make measured and careful use of the room furnishings, ensuring that they are properly cared for. When leaving the room, please make sure to close windows, access doors, lock the keys and turn off the lights.

V. Stay in the hotel

Do not stay in the hotel.

• Partial Cargo - Value of the First Night - If you cancel up to 2 days before the arrival date
• No cost - If you cancel up to 3 days before the arrival date