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Terms and conditions

Welcome to the Policies, Terms, and Conditions

These Policies, Terms, and Conditions apply to the MBH Maya Bacalar website and to any individual staying at MBH Maya Bacalar (guest). By accessing this website or staying at MBH Maya Bacalar, regardless of the reservation method or channel, you accept all terms of use without limitation or exception.

CHECK-IN/CHECK-OUT, PRICES, AND RATES

  • Check-in time: 3:00 PM.

  • Check-out time: 11:00 AM.

If you require an invoice for your stay, it must be requested at check-in by completing the following form:
https://form.smartsuite.com/sj85rv2s/5pjHY5Ck7i.
Otherwise, MBH Maya Bacalar will not be able to process the request.

To request an invoice for restaurant charges, visit:
https://mbh-maya-bacalar.facturacion.f-ambit.mx/.

  • Late check-out is subject to availability and applies from 12:00 PM to 2:00 PM, at an additional charge of $600.00 MXN + tax.

  • The hotel reserves the right to vacate the room based on daily demand and confirmed reservations.

  • If check-out is not completed by 3:00 PM, an additional night’s stay will be charged at the full daily rate.

The hotel requires a credit card guarantee for any damages, unpaid consumption, or outstanding balance incurred during the guest’s stay. This amount will be charged to the card registered at check-in.

PRICES AND PAYMENT METHODS

  • Prices are listed in Mexican Pesos (MXN) or their equivalent in US Dollars (USD), with the exchange rate displayed at the reception desk.

  • Room rates may vary based on factors such as number of guests, room type, length of stay, season, and additional services requested.

  • Payment is accepted via:

    • Cash (Mexican Pesos or US Dollars)

    • Debit or credit cards

    • Apple Pay

    • Online payments through the hotel website

  • Rates on the MBH Maya Bacalar website are per night of stay.

  • Promotional rates are only valid for reservations made through the official website or call center and are non-refundable and non-changeable.

  • One child under 12 may stay free of charge with at least one adult. Children aged 13 and older will be charged as adults.

  • Rates do not include VAT (16% IVA) or 5% Lodging Services Tax (IPSH).

  • Published rates are correct at the time of posting but subject to change without notice.

SECURITY DEPOSIT (OPEN VOUCHER)

  • A deposit equivalent to the total number of nights reserved is required at check-in.

  • Guests arriving with a pet must provide a security deposit of $1,500.00 MXN, refundable at check-out, provided there is no damage or excessive dirt reported by housekeeping.

RESERVATION AND STAY POLICIES

  • Guests must provide personal information, contact details, and exact stay dates via the hotel website or by calling +52 993 274 6715.

  • To confirm a reservation, full payment of the stay is required. If guests prefer to pay at the hotel, they must pay 100% upon check-in.

  • An additional charge for local taxes (IPSH) applies at 5% of the total reservation price, plus 16% VAT (IVA).

  • One pet per reservation is allowed. Only small to medium-sized breeds (up to 30 kg) are accepted, subject to a non-refundable charge of $400.00 MXN + tax per night. This covers deep cleaning and disinfection of the room.

Guests must adhere to these policies and respect the hotel's facilities, furniture, and property.
Any damage caused by the guest will be financially compensated, and the hotel reserves the right to take necessary measures to ensure a peaceful environment.

DAMAGED OR LOST ITEMS

Guests are responsible for any lost or damaged hotel items, which must be paid for at check-out at the following rates:

ItemPrice (MXN)

Body towel$180

Hand towel$70

Face towel$30

King-size sheet$600

Queen-size sheet$500

Pillowcase$70

Bath mat$100

TV remote$500

AC remote$600

Gate card$700

Hairdryer$800

Room/restaurant glass$50

By completing check-in, the guest agrees to the hotel's Terms and Conditions, including the right of the hotel to evict any guest who violates these rules.

PET-FRIENDLY POLICY

Guests bringing an approved pet must complete and sign the corresponding document at check-in.

SEASONAL PERIODS

  • High season: July 10 – August 20, December 1 – January 31, Easter/Pascua, and Mexican public holidays.

  • Low season: The rest of the year.

CHANGES, CANCELLATIONS, AND NO-SHOW POLICY

  • Guests must request date changes via email or phone, providing reservation details.

  • Changes must be made at least 2 days before arrival in low season and at least 14 days before arrival in high season.

  • Changes are subject to hotel availability.

By confirming a reservation with a credit/debit card or online payment, guests agree to the hotel’s terms and acknowledge that no refunds or credits will be issued for:

  • Legal issues, missing travel documents, flight cancellations, family emergencies, or other unforeseen circumstances.

If a guest fails to check in on the reservation date, a "No-Show" charge will be applied to the credit/debit card for the full reservation amount, plus local tax charges.

In cases of early departure, no refund or credit will be issued.

OVERBOOKING POLICY

If an overbooking occurs due to system errors, the hotel will:

  • Refund the full amount if the reservation has been paid.

  • Cancel the booking if payment was pending.

  • MBH Maya Bacalar is not responsible for any additional compensation.

COMMON AREAS AND HOTEL SERVICES

  • Guests use MBH Maya Bacalar facilities at their own risk. The hotel is not liable for any incidents.

  • Guests must avoid disturbing behaviors, such as:

    • Loud noises, altercations, hiring musicians, bringing unauthorized animals, or disrupting other guests.

    • Drunkenness or rebellious behavior.

    • Smoking inside rooms.

    • Using rooms for gambling or unlawful gatherings.

    • Exceeding the room’s registered occupancy.

    • Damaging hotel property, furniture, or decoration.

  • MBH Maya Bacalar reserves the right to immediately cancel a guest’s reservation without refund for any rule violations.

  • The hotel is not responsible for lost or damaged personal belongings.

  • Safe deposit boxes are available for guest use at their own risk.

  • Lost items are stored for 30 days, but the hotel is not responsible for them.

Hours for hotel services:

  • Kayaks, pontoons, paddle boards, and bicycles: 7:00 AM – 7:00 PM

  • Bacalar Lagoon access: 7:00 AM – 7:00 PM

Restricted items:

  • Large sound systems, external food and drinks, electric cooking appliances, and non-domestic animals.

LIABILITY RELEASE

Guests acknowledge that they waive any legal claim against the hotel for damages, dissatisfaction, or risks associated with MBH Maya Bacalar’s activities.

These Terms & Conditions are governed by Mexican law.

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