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Reservation / Cancellation Policy and Privacy Notice


By continuing your reservation process, making your payment or sending us your internet check in registration form, you agree that you know and agree to the following reservation / cancellation policies:

1.- For promotions, see the specific conditions of the promotion.

2.- In the event that the authority dictates the closure of activities, it may change its date to an available one or leave it open without charge, without requiring advance notice for said change.

3.- Except the previous point, cancellation or change of dates with less than 48 hours in advance is not allowed.

4.- Only cancellation or changes of dates with more than 48hrs, (except mandatory closing) of the reserved date, and for this, 50% of the amount of accommodation will be charged for each night reserved for cancellation costs.

5.- Cancellation or change of dates is not allowed in reservations that correspond to the Christmas season from December 20 to January 6, nor Easter and summer holidays. Regardless of the time in advance with which the cancellation is requested, as well as the cancellation for groups, that is, more than one suite, regardless of the time in advance with which it is requested. In these cases the total amount of accommodation will be charged. For these dates or in these cases the change of date is only allowed when the authority decrees the mandatory closure.

6.- In the event that the federal or local traffic light reduces the total permitted occupancy in whole or in part, the hotel may request the guest to change its date or leave it open for a period of one year. For date changes, the guest agrees to pay the rate difference, if different from the original.

7.- In case of compulsory admission to the hotel, the guest will pay for their accommodation and any other related expenses.

8.- In the event that the guest contravenes the rules of the hotel, which is available for consultation at the reception and in each room, their accommodation may be canceled without any refund.


Guests and staff are informed that the following information is collected through the registration form, the online or telephone reservation request, as well as the information provided by physical or online travel agencies: Guests and companions, number of adults and minors, day of arrival and day of departure, telephone, address, email, billing information, if you have any condition or allergy that the hotel should know. The data collected by other means are: payment method, payment dates, special requirements, consumptions or annotations, reservation codes, vehicle data, tax data for invoice management and delivery and to compare with SHCP, as well as digital images of the surveillance cameras of the hotel itself.

The use of the information is to be able to reserve the room, request the collection of outstanding balances, be able to contact the guest, to provide the important information that is required, assist him during his stay and manage the collection with the contracting agencies. The video surveillance images may be shared with authorities and with the association of hotels and restaurants in the municipality of Bacalar; employees and the general public, when the images include people or situations in which the commission of a crime or administrative offense is presumed, as well as regarding the proper use of hotel facilities. Surveillance images may also be used for internal purposes of supervision of personnel in the workplace, who are in the place they should be in the hour and complying with their obligations.

The person responsible for the data collection is Martha Torres González, the address for data collection purposes is Av. 3 number 981, Colonia Mario Villanueva, Bacalar, Quintana Roo. If you require more information, modify or cancel your data, please request it electronically to:

By filling out your registration form or providing us with your data directly, or through the booking agency, using the facilities or using this page, you AUTHORIZE the use of your data as described in this notice.

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