Dear guest, to provide you with better service, we kindly ask you to consider the following recommendations and internal hotel regulations.
Use your bracelet for hotel access; it identifies you as a guest. Please note that its use is individual and non-transferable. We recommend being careful to avoid replacement charges.
During your stay, we are at your service through the operator at Ext. 9 for any requests or requirements.
Additional person in any room: $1,000 MXN per person per night for accommodation only.
All-Inclusive supplement with an additional cost according to the reception's rack rate. (Not applicable at Luna Palace).
Loud noises, high-volume recorded music inside and outside your room, palapas, and pools are not allowed at any time.
Any damage caused in the room or hotel area will be charged to your account according to the price list of room items on the back of this regulation.
No pets are allowed on any of the establishment's premises.
We kindly ask not to hang any garments on the balcony of your room.
In the event of receiving reports of disturbance to the order and peace of the establishment, the hotel may request eviction or refer individuals to the competent authorities, without the right to a refund for unused nights.
The hotel promotes 100% smoke-free spaces, so we kindly ask not to smoke in any area of the establishment.
It is not allowed to bring in food, coolers, and drinks to the pool areas, except for those consumed in our restaurants and bars.
Please only wear swimwear. Shorts, cotton shirts, and denim are not allowed.
We provide pool towels from 09:00 hrs. to 17:00 hrs. These must be requested and returned at the hotel where you are staying. In case of loss, there is a charge of $700.00 per towel not returned. Please do not reserve lounge chairs.
The hotel is not responsible for items left behind in the pool area.
Maximum 10 people. Use is the responsibility of the guest. For your safety, use is not recommended for people with heart problems, diabetes, high or low blood pressure, pregnant women, the elderly, or under the influence of drugs and alcohol.
The hotel provides complimentary parking for guests; however, the hotel is not responsible for lost items, damages, or theft of vehicles. External parking for buses or sprinter-type vehicles is subject to charges.
Parking subject to availability
Access to rooms and facilities is exclusively for guests, so the hotel reserves the right not to allow visits.
In case of having visitors, you have to notify the Reception and they can only access by purchasing the Day Pass. Subject to availability.
All our rooms have a safe, the hotel is not responsible for refunds or returns, of values that have not been safeguarded in it.
The All-Inclusive plan starts at 1:00 pm and ends at 11:00 am on the day of your departure.
Reservations for specialties are made with the concierge from 9:00 am to 3:00 pm or until locations are exhausted. One specialty per room. Please respect the schedule of your reservation to avoid losing it.
We appreciate not entering our restaurants wet.
It is strictly forbidden to share food and drinks with guests who do not have an all-inclusive plan.
Alcoholic beverages for adults only.
Services that you will not be able to enjoy within the Hotel if you hire them on your own, such as babysitters, secretary, medical taxi, music band etc. According to 6.1.1 NOM 010 – Tur 2001.
Room check-out is at 11:00 hrs, please return bracelets, keys and pool towel cards to avoid additional charges.
The deadline to request an invoice is on the day of your departure.
If you wish to extend a Half Rent until 5:00 pm (Time limit), the cost would be half of the rack rate of the reception tariff with accommodation only. Not applicable with all-inclusive plan.
If you do not comply with what is mentioned in this regulation, the hotel may request eviction without the right to a refund.