Updated: 3rd October 2024
Reservation Policy:
- Prepayment: A 100% prepayment of the total room cost, including taxes, is required to secure your reservation.
- Holiday Season (Dec 24th – Jan 3rd): A full, non-refundable payment is required during this period. A minimum 4-night stay is also required.
- Reservation Confirmation: After processing your booking, you will receive a Reservation Confirmation email. This email will include a summary of your booking and important travel information. Please review it carefully and contact us at contact@villasaquaresort.com if you have any questions or need to make changes.
- Payment Methods: We accept payments in Mexican Pesos, US Dollars and via credit card (Visa, MasterCard, and American Express). Traveler’s checks are not accepted.
- Travel Insurance: We highly recommend that all guests purchase Travel Insurance, which is generally inexpensive but can save a great deal of stress in case of unforeseen events.
- Additional Charges: The subtotal may include charges for services like Private Chef bookings, spa treatments, special guest requests, and other services.
Cancellation Policy:
- 60+ Days Before Arrival: If you cancel more than 60 days prior to arrival, you will receive a full refund, minus non-refundable processing fees and any add-ons.
- Holiday Season (Dec 24th – Jan 3rd): There are no refunds for cancellations made during this period. The full stay fee will apply.
- Flight Cancellations: The hotel does not offer refunds or credits for flight cancellations, regardless of the reason. We advise purchasing Travel Insurance to protect against flight-related issues.
- Reservation Changes: Any changes to your reservation must be received at least 5 days prior to your original arrival date via email. Changes are subject to availability. No refunds or credits are issued for reducing the number of nights within 4 days of arrival.
- Natural Disasters or Unforeseen Events: The hotel is not liable for costs or inconveniences caused by tropical storms, hurricanes, or other catastrophic events.
- Non-Refundable Rates: The cancellation policy does not apply to Non-Refundable Rates. If you book a non-refundable rate, no refunds or changes are allowed under any circumstances.
Damage Deposit and Missing Items:
- Any damages or missing items will be deducted from damage deposit.
- Any missing items or damages upon arrival must be reported to the administration within 24 hours via email. If not reported within this time frame, the claim will not be valid.
- All deductions for missing or damaged items are non negotiable.
Liability:
- Villas Aqua and its employees are not liable for any damages, losses, or inconveniences caused due to:
- Delays or cancellations.
- Illness or injury during your stay.
- Flight cancellations, changes, or other transportation-related issues.
- Events beyond the hotel’s or its suppliers’ control (e.g., hurricanes, earthquakes, strikes, social unrest, terrorism, etc.).
- Loss of items not secured in the hotel safe, or if rooms are not locked.
- Absence of required travel documents (visas, passports, health certificates, etc.). It is the guest’s responsibility to ensure all necessary documents are in order.
- Losses or damages associated with changes or cancellations of services, activities, or promotions, including any issues with hotel menus, schedules, or advertised promotions.
Pets Policy:
- Villas Aqua is happy to welcome pets, and we offer special services for them. Please inform us in advance if you plan to travel with your pet.
- Acceptance Conditions:
- Only dogs are allowed (preferable).
- Pets must be friendly, clean, and flea-free.
- Proof of current vaccinations must be provided at check-in.
- Pets may only relieve themselves in the parking area or the roundabout in front of reception. Gardens, pool area, and beach are prohibited.
- Guests must clean up after their pets and dispose of waste in designated trash cans outside the property.
- Pets must be removed from the room during housekeeping.
- The hotel will provide special dishes for feeding pets. Hotel dishes are not allowed for pet use.
- Restrictions:
- Pets cannot be left unattended in rooms.
- Pets are not permitted in the pools.
- Pets must be leashed in common areas at all times.
- Pets are not allowed on furniture or beds. Special cleaning fees may apply ($30 to $60 USD) if furniture or bedding is soiled.
- It is forbidden to use hotel linens, towels, mats, pillows, or cushions as pet beds or for cleaning pet waste.
- Bathing pets in the hotel shower is discouraged.
- Violations of the pet policy may result in fines of up to $50 USD per incident.
COVID-19 Measures:
At Villas Aqua, your comfort and protection is our priority. To ensure the safety of all guests and staff, we have implemented the following measures:
- Daily temperature checks for guests and employees.
- Mandatory face masks for employees in all areas.
- Room sanitization using chemical products during daily cleaning.
- Constant sanitization of common areas with special cleaning products that meet the health authority requirements.
- Sanitization mats at the entrance of the lobby and restaurant.
- Hand sanitizer stations available in reception and restaurant areas.
- Sanitization of tables before and after each service.
- Social distancing measures in common areas, with clear signage.