Information & Reservations: +52 (777) 382-3909

Frequent Questions

FAQ's Hotel


How far in advance can a reservation be made?
We recommend minimum reservation with 72 hrs of anticipation to guarantee the lodging.

What is the check in time?
Check in time is from 12:00 to 22:00 hrs.

What is the departure time?
Check out time is at 13:00 hrs.

Can I request more time for departure time?
Yes, we have the LATE CHECK OUT mode with departure until 18:00 hrs (subject to availability) paying an additional account.

Does the hotel allow pets?
Yes, only small dogs, apply extra charges. Please ask us before booking.

Do they have a smoking area?
Yes, we are a smoke-free hotel, in rooms and common areas. We have designated smoking areas.

Can I change the reservation date?
If, as a requirement there must be a request and confirmation of at least 15 days before the date reserved. Apply additional charges.

Do they make refunds?
No refund in any proportion WITHOUT exceptions.

What happens if I do not arrive the first night according to the reservation?
In case of not arriving the first night, subsequent nights are automatically canceled.

What happens if I do not make the deposit of the reservation in the established time?
If the deposit or bank transfer is not made within the established period, the reservation is automatically canceled.

Spa FAQ's


Is there a reservation for the Spa service?
Yes, the service is only with prior reservation by company policies.

How far in advance do I have to make the reservation at the Spa?
We recommend a minimum reservation with 48 hrs in advance, if you are a guest, you can book the same day.

What is the spa schedule?
We handle the schedule from Monday to Sunday from 9:00 a.m. to 6:00 p.m.

How much time do I have to make the deposit after making the reservation?
It has as a lapse for one day. We must cover 100% of the payment and send us an email to let us know that the deposit was made.

Does the payment for the Spa service include gratuities?
No, payment for the service does not include gratuities.

Do they make refunds?
There is no refund in any proportion, no exceptions.

Should I arrive in advance?
Yes, it is recommended to arrive 15 minutes before your appointment, for your registration. If you arrive just at the time of your appointment, or minutes later, the time will be reduced.

How much time do I have for tolerance?
It has 15 minutes of tolerance, after this time the service is automatically canceled.

Can the date or time of service be changed?
If, as a requirement there must be a request of at least 48 hours in advance, additional charges apply.

Galeana 606, Col. Ocotepec,
C.P.: 62220 Cuernavaca, Morelos
Phone: +52 (777) 382-3909
WhatsApp: +52 (777) 341-3104

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