Terms and Conditions
RATES: Rates are subject to change without prior notice until the room reservation is confirmed; reservations are considered confirmed only upon the deposit of security. Promotional rates or discount coupons are valid only when booking through the hotel’s website. Published prices may be paid in a currency other than the national currency, for which the conversion amount will be considered on the check-in date of the reservation, at the exchange rate of the day from Banco BBVA de México. The rate includes VAT and tourist taxes.
PAYMENTS: A security deposit equivalent to 50% of the total amount of the reservation is required, which will be charged at the time of making the reservation. The remaining amount of the rate must be settled at check-in and the client must pre-authorize a credit card as a deposit in case of possible damages to the facilities and/or accounts for services to be paid.
CHECK IN / CHECK OUT: The customer agrees that check-in or entry time is at 2 PM and check-out or departure time is no later than 12 PM. Likewise, check-out after the permitted time may be allowed, subject to availability.
CHANGES OR MODIFICATIONS TO RESERVATIONS: In case of wishing to make changes to any reservation, there will be a service charge equivalent to one night’s stay, and it will be subject to room availability / re-quoting the rates. This can be done by calling or directly contacting the hotel through its official channels.
CANCELLATIONS AND NO-SHOW POLICY: The customer has the option to cancel their reservation free of charge up to 31 days before the arrival date. In the case of cancellations made between 30 and 7 days before the arrival date, a penalty equivalent to 50% of the total deposit will apply. In situations of cancellation with less than 7 days’ notice before the arrival date, 100% of the deposit will be charged as a cancellation fee. In this case, Ennea Hotel may immediately provide the reserved room to another client without the client who made the reservation being able to claim any compensation from Ennea Hotel. Guests who have booked with an existing promotion or a non-refundable rate will adhere to the cancellation terms of the selected rate and/or promotion. Reservations made through third-party websites are subject to their policies. Please note that in case of a no-show, the total amount of the reservation deposit will be charged to the received credit card.
OPERATING HOURS: The hotel reception and Enna Restaurant operate from 8 AM to 11 PM. Please note that these hours should be considered when making reservations, inquiries, or any service requests. Outside of these hours, our staff will do their best to assist your needs, subject to availability and prior coordination. The pool hours are from 8 AM to 10 PM. The use of the pool facilities implies that guests swim at their own risk, exempting the hotel from any liability for injuries or accidents that may occur.
PARKING: The use of parking is at the sole responsibility of the vehicle owner. Ennea Hotel does not assume responsibility for damages, losses, thefts, or any other incidents that may affect parked vehicles. The customer acknowledges and accepts that Ennea Hotel does not offer express or implied guarantees about parking security and that any security measures implemented, such as lighting or surveillance cameras, do not guarantee the prevention of incidents.
NO SMOKING POLICY: Smoking is strictly prohibited inside all rooms and within ENNEA Hotel premises. Smoking is permitted outside the hotel premises.
RESTRICTIONS: Ennea Hotel is exclusively for guests over 18 years old. The hotel infrastructure is not suitable for persons with disabilities or limited mobility. We urge you to consider this information, as neither the staff nor the hotel management assumes responsibility for cancellations related to these circumstances. Pets or livestock and/or assistance dogs are not allowed in the Hotel, otherwise, the hotel may immediately terminate the reservation with the client and require them to leave the hotel without any refund for the room rates paid for the contracted period of stay.
GUEST BEHAVIOR: Guests are expected to behave in an orderly and respectful manner at all times, avoiding disturbing the enjoyment and peace of other guests. Ennea Hotel reserves the right to cancel the reservation of one or group members if the behavior is deemed to violate these rules. Inappropriate behavior includes excessive noise levels, drunkenness, or rebellious behavior. Cancellation involves leaving the accommodation immediately without any right to a refund and assuming responsibility for any damage or loss caused. If a guest is found using narcotics, Ennea Hotel reserves the right to immediately cancel their reservation without compensation. Additionally, we reserve the right to inform relevant law enforcement authorities about any illegal activity by guests.
REGULATIONS AND CONDITIONS OF TOURIST SERVICES: The Customer undertakes to comply with and respect the regulations and service conditions established according to the contracted room reservation.
