POLICIES OF THE SITE
Hotel y Hoteles MX Reservation Center in Cancun and in all Hotels in

PRICES INCLUDE

HOTELS: Accommodation in rooms with private bathrooms in the hotels mentioned in the different programs. In the unlikely case in which for reasons of force majeure, our reservations would not be respected, because of a political event, congress or fair taking place at the same time, we would provide accommodation in hotels of similar or superior category.

HOTEL MX ROOMS: They have one or two beds. Triple or quadruple rooms have two double beds. Our hotels do not provide extra beds.

HOTEL MX MEALS POLICY:   As detailed in each program.

HOTEL MX VISITS AND EXCURSIONS: As detailed in each program.

HOTEL MX TRANSFERS: From airports, ports and terminals to hotels, as specifically detailed in the different programs.


PRICES DO NOT INCLUDE:

All services not clearly specified in the programs of this web catalogue or the above paragraphs, such as: extras in hotels, tips, food, drinks, ironing, phone calls, airport taxes, all taxes and extras in airfare tickets, insurance, excess luggage fees and all personal expenses. They do not include either the following, which are responsibility of each passenger: passport fees, entrance visa to the countries that require one, vaccinations and other documents necessary for the trip. The travel agency also declines any responsibility for problems and/or expenses that might be derived from any passenger’s lack of papers.

CHANGE OF RATES: The prices we mention are based on rates of service provided and exchange rates at the time we print this information. They are therefore subject to changes; in this case the passengers will be informed and they will have the right to choose between accepting the modifications or be released of their obligation.

CANCELLATIONS-MODIFICATIONS: All CANCELLATIONS cause administrative fees of 20% of the total of all services hired. 

HOTELS: If a cancellation occurs within 48 hours prior to the guest’s scheduled arrival, there will be a one night charge (at the corresponding rate) plus 20% administrative fees. 

During peak season (Christmas, New Year, Easter, July and August) within 72 hours prior to a guest’s scheduled arrival, there will be a 2-night charge (at the corresponding rate) plus 20% administrative fees or whatever results of each hotel’s own policy (accommodation center) since each hotel has its own policy and in some cases, especially during the peak season, no refund applies.

When a client does not use the space or service booked for whatever reason, it is subject to the NO SHOW policies applicable according to the policies of this accommodation center, plus 20% administrative fees. In case there is a balance in the guest’s favor, the online travel agency has to pay the guest this balance.

DURING THE STAY: When, for some reason, a passenger decides to end its stay during the scheduled period (once he is already in the hotel), it is under his own responsibility and the online Travel Agency remains free of any liability.

AIRFARE TICKETS CANCELLATION: We do not accept airfare tickets cancellations, change of names or change of dates, and they are not refundable.

PACKAGES WITH MINIMUM DEPOSIT PAYMENTS: The packages, services, tours, etc… the online Travel Agency offers and the clients buy with a 20% minimum down payment to guarantee their reservation, are subject to the total payment of the balance 20 natural days before their arrival during high season and 15 natural days before their arrival in low season.

1). The client binds himself to send via fax the proof (s) of payment made to the online Travel Agency and check himself that the online Travel Agency actually received such payment. The online Travel Agency is free of any responsibility in case the client fails to make the corresponding payment of his package or service within the above mentioned terms (see credit terms) and will not be entitled to any refund, since the 20% paid is considered as administrative fees.

2) In case the clients makes payments but fails to notify the online Travel Agency, the latter has not way of knowing about it and applying such payments, so that it is free of any responsibility derived from this situation, since it is the client’s responsibility to inform the online Travel Agency of the payments he might have made for the services he hired. The client has therefore no right to claim cancellation or refund since it is his responsibility to notify the agency of such payments.

REFUNDS
The online Travel Agency of the tourist packages mentioned in this site explicitly DECLARES that it acts as an intermediary between the user of this (these) package (s) on the one hand and the companies or persons supposed to provide the services included, such as Travel Agencies, Hotels, Condominiums, Transportation companies, Airlines, etc… on the other hand. Therefore the online Travel Agency binds itself to request the services in question and book them, on behalf of the user, according to availability. If for reasons of force majeure or unforeseen circumstances, the service providers were unable to provide part or all of a service, the online Travel Agency will only be responsible for obtaining a refund for the corresponding amount, without any additional obligation.

The online Travel Agency also declines any responsibility for damages, injuries, accidents, delays or irregularities that could occur during the execution of the services requested through the agency.

The online Travel Agency has the right to modify the order of the services mentioned in this brochure, list or web site, to provide a better service or for any causes that might justify it.

When the online Travel Agency cancels a trip or excursion, for causes that have nothing to do with the client, the agency shall refund the total amount paid by the client. The fact that a client makes a partial payment for a program implies his acceptance of the conditions and responsibilities included in this site.

Our goal is quality service and the total satisfaction of our clients. At Hotel y Hoteles MX online travel agency, we are committed to providing quality services at affordable prices. After living here for over 10 years and realizing that this destination is not affordable for some people, we have decided to reduce intermediaries so that prices are more accessible for many families. We have the most affordable rates on the market for hotel nights, tours to all parks, archaeological sites and sites of interest as well as transportation for different private or group activities.

CORPORATE OFFICES
Av. Tulum # 200 Plaza México Interior 306
Cancun 77500, Q. Roo México
Local phone numbers (998) 8928695 | (998) 8928696 | (998) 8981642
Office hours

Monday to Friday 9:00 am - 20:00 hrs. 
Saturdays 9:00 am - 13:00 hrs.

Email address: 
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