ZOA

TERMS AND CONDITIONS

GENERAL POLICIES

These policies apply to all reservations made directly with ZOA or through any channel (OTAs, agencies, third parties).
By confirming a reservation or staying at ZOA, the guest acknowledges and accepts these conditions. ZOA reserves the right to update these policies without prior notice; the version in force at the time of booking shall apply, unless otherwise required by law.

1) IDENTIFICATION AND GUEST REGISTRATION

To ensure security, access control, and regulatory compliance:

A valid official photo ID (passport or equivalent) of the reservation holder is required at check-in.
All accompanying guests must register with their full name and sign the lodging registration form.
If the reservation holder does not present themselves at check-in, the hotel may deny access or request additional documentation to validate the reservation (see section “Payments and Guarantees”).

2) MINIMUM AGE AND CONDITIONS FOR MINORS

ZOA is designed as a space for rest and tranquility; therefore:

Guests are accepted from 16 years of age, only with prior authorization from management confirmed by email before arrival.
The reservation holder must be 21 years of age or older.
ZOA may grant exceptions at its discretion, depending on season, occupancy, and operational conditions. Without prior written confirmation, accommodation for minors cannot be guaranteed.

Guests must be at least 21 years old to reserve a room in their name.

FRONT DESK, SERVICE HOURS, AND LATE ARRIVALS

Front desk hours: 8:30 am – 9:30 pm
ZOA does not offer 24-hour front desk service.

If your arrival will be after 9:30 pm, it is essential to notify the hotel in advance by email or phone in order to coordinate access.

Official Contacts:

Email: [email protected]

WhatsApp Reservations (messages only): +1 573 520 3799
Hours: Mon–Sat 9:00 am–7:00 pm / Sun 9:00 am–3:00 pm

WhatsApp Concierge (messages only): +52 553 231 2272
Hours: Mon–Sun 8:00 am–10:00 pm

Phone (calls only): +52 958 187 0347
Hours: Mon–Sun 9:00 am–10:00 pm

3.1 Room Guarantee and No-Show

Rooms are guaranteed until 9:29 pm on the day of arrival.
If ZOA does not receive prior notification by email before that time, the reservation will be considered a No-Show, with no refund, and the hotel may release the room.
For stays longer than one night: if the hotel is not contacted before 9:00 am local time the following day, the room may be released and sold for that and subsequent nights, without refund.

4) RATES, TAXES, EXCHANGE RATE, AND ADDITIONAL CHARGES

Rates displayed on the website booking engine are shown in USD.
The exchange rate published by Oanda.com on the transaction date is applied, except in the following case:
- For advance non-refundable reservations (≥ 5 months), the hotel may define the exchange rate (average of the last three months).
For reservations made through Booking.com, Expedia, or similar platforms, the 19% tax may not be included in the total shown by the channel.
ZOA Hotel applies a hotel service charge of $500 MXN per night, per room, which is not included in any published rate for direct bookings or bookings through other channels or agencies. This charge will be added to the guest’s account at the end of the stay. Guests are kindly requested to refrain from tipping staff directly, as management oversees an internal and fair distribution among team members based on services provided during the stay.
Room service carries an additional charge (see Food & Beverage section).

5) CHECK-IN / CHECK-OUT AND USE OF FACILITIES

Standard Hours:
- Check-in: 3:00 pm
- Check-out: 12:00 pm
These schedules are enforced to ensure proper cleaning, quality control, and room preparation. Any exception is subject to availability and hotel confirmation.
5.1 Early Check-in (before 3:00 pm)
- Early room assignment is confirmed only if the room is available upon arrival.
- If guests arrive before check-in, they may use hotel facilities under the following conditions:
  - Arrivals more than 2 hours early: minimum consumption of $800 MXN in food and beverages at the restaurant/bar is required.
  - Arrivals within 2 hours prior to check-in: use of facilities without minimum consumption.
The minimum consumption is not a fixed fee; it is applied toward actual food and beverage consumption and reflected on the guest’s account.
5.2 Late Check-out (after 12:00 pm)
All late check-out options depend on availability and housekeeping/arrival schedules. Requests should be made at least 24 hours in advance.
12:01 pm – 1:00 pm
If the room is not reserved that night, the guest may remain at no additional charge, subject to prior approval from the front desk.
If the room is reserved, it must be vacated no later than 12:00 pm.
1:01 pm – 4:00 pm
With room use (if available): $1,500 MXN
Without room use: minimum consumption $1,000 MXN

4:01 pm – 6:00 pm
With room use (if available): $2,200 MXN
Without room use: minimum consumption $1,500 MXN
After 6:00 pm: the full nightly rate for that date will apply.
“Without room use” means the room must be vacated at 12:00 pm; however, the guest may remain in common areas under the conditions outlined above.

6) PAYMENTS, GUARANTEES, AND DEPOSITS (CONSUMPTION / DAMAGES)

For security, identity verification, and coverage of additional charges:

All guests must present a valid credit card at check-in, even if the final payment will be made with a different card or in cash.
If the guest wishes to settle the bill in cash at check-out, they must provide:
- an active credit card as a guarantee, or
- a cash deposit.

6.1 Cash Deposit

Amount: $3,000 MXN per night
This deposit is used solely as a guarantee for unpaid consumption, damages, or incidents and cannot be applied toward the total bill.
At the end of the stay, once housekeeping inspection is completed, the deposit will be fully refunded provided there are no pending charges or damages.

6.2 Refunds

Credit card refunds may take 3 to 5 business days to appear, depending on the issuing bank.

7) DAMAGES, LOSSES, AND RESPONSIBILITY FOR HOTEL PROPERTY

Any damage to property, furniture, textiles, glassware, keys, towels, cards, or other hotel assets will be charged to the responsible guest.
For group reservations or events, responsibility lies with the organizer and/or designated representative.
Intentional damage or theft may be reported to the authorities.

8) RESERVATION AND CANCELLATION POLICIES

8.1 Non-Refundable Rate

Requires 100% advance payment for confirmation.
Does not allow cancellations, date changes, or refunds (partial or total).
In case of cancellation, no-show, or unauthorized modification, the full deposit is forfeited.

If automatic payment was not available, ZOA will send payment instructions. The reservation is confirmed only once payment is received. Requests are valid for 24 hours, after which they are automatically canceled.

8.2 Standard / Flexible Rate (30 days)

Available only for bookings made more than 30 days in advance.
May be canceled or modified up to 30 days prior to arrival.
At 29 days before arrival, the reservation becomes non-refundable and 100% advance payment is required.
Once payment instructions are sent, the reservation is held for 24 hours; if payment is not received, it will be canceled.

Payment Validation

In certain cases, ZOA may request documentation to validate the transaction:

Signed authorization letter
Cardholder identification
Proof of card ownership

In all cases, the original card and cardholder signature are required at check-in.
If you are paying for a third party and will not be present, you must inform the hotel at the time of booking.

8.3 Date Changes

Only permitted for refundable rates before the free cancellation deadline. Any rate difference will be adjusted according to the current rate for the new dates.

9) FORCE MAJEURE, HURRICANES, AND WEATHER EVENTS

If a natural event (hurricane, tropical storm, or similar) poses a real risk and official alerts prevent hotel operations:

The hotel will contact guests once official confirmations are issued.
If the free cancellation period has ended, the reservation will be forcibly canceled and a date change will be offered within 1 year from the original arrival date, subject to availability.

No refunds apply, as such events are beyond the hotel’s control.
Cancellations or date changes due to rain or unfavorable weather conditions alone are not accepted.

In forced cancellations, ZOA will issue a credit for the amount paid, applicable exclusively to a future stay at public rates, lodging only, and not valid for certain high-season dates.

10) GUESTS AND VISITORS (DAY PASS)

Without exception, only registered guests are allowed access to hotel facilities.

To receive external visitors:

A Day Pass must be requested in advance from management, subject to availability.
Cost: $2,200 MXN per person
- Includes $1,000 MXN credit for restaurant and bar consumption.
Hours: 10:00 am – 6:00 pm
Access is limited to common areas only.

Unauthorized entry of visitors will result in the automatic charge of the Day Pass to the registered guest’s account.

11) PETS (PET FRIENDLY)

Only dogs up to 14 kg (30 lbs)
Maximum of 1 pet per room
Only in selected rooms (prior confirmation required)
Not permitted in rooms with private pools
Pet accommodation conditions are governed by this internal policy. Any special request must be evaluated and confirmed in advance by management.
Fee: USD $30–$50 per night, depending on breed and size.

Any damage or incidents caused by the pet are the sole responsibility of the guest.

12) ACCESSIBILITY (LIMITED MOBILITY)

Due to its cliffside location, ZOA does not have wheelchair access and requires navigating stairs and slopes. It is not recommended for guests with limited mobility.

13) ALCOHOL

Alcohol consumption is permitted only for guests 21 years of age or older, with valid ID.
External alcoholic beverages are not permitted.
If external alcohol is brought in or consumed, a corkage fee will apply.
The hotel may restrict alcohol service if guest behavior negatively affects others’ experience.

14) VALUABLES

Rooms are equipped with safety deposit boxes. ZOA is not responsible for lost items not secured in the safe or items left in common areas.

15) NATURAL ENVIRONMENT, LOCATION, AND ASSUMPTION OF RISK

ZOA Hotel is located in a privileged natural environment, on a cliffside and terrain with slopes, stairways, uneven surfaces, stone paths, railings, and natural access areas, which are an integral part of the experience and architecture.

By confirming a reservation and staying at ZOA, the guest expressly acknowledges and accepts that:

They have been duly informed that the hotel is not a conventional urban property and that its design and location involve inherent risks associated with a natural environment.
There are stairs, ramps, slopes, uneven paths, railings, and open areas that require constant caution when moving throughout the property.
Stairs, terraces, viewpoints, railings, and exterior access areas must be used responsibly, avoiding leaning, sitting, or placing weight on structures not intended for such use.
Access to the beach, rocky areas, or nearby natural zones, if undertaken, is voluntary and at the guest’s own risk, considering possible currents, waves, slippery surfaces, and changing natural conditions.
The hotel does not have on-site medical services, and due to its location, emergency services and first-level hospitals are located at a considerable distance.

ZOA Hotel is not responsible for accidents, falls, slips, impacts, injuries, insect bites, or incidents resulting from improper use of facilities, failure to follow staff instructions, guest negligence, or natural environmental risks.

Guests are especially advised to:

Wear appropriate footwear inside and outside the rooms.
Use caution when going up and down stairs.
Avoid moving through poorly lit areas.
Supervise companions who may require additional assistance at all times.

By staying at ZOA, guests accept these conditions, release the hotel from any legal liability arising from accidents related to the natural environment, and agree to act prudently throughout their stay. Any costs derived from such incidents shall be the responsibility of the guest.

16) CODE OF CONDUCT

The use of drugs and illegal substances is prohibited and will be reported to authorities.
Disturbing the peace is prohibited, including excessive noise, nudity in unauthorized areas, aggressive language, or similar behavior.
Using electricity or equipment for purposes other than intended is prohibited.

Failure to comply authorizes ZOA to terminate the stay immediately. The guest must pay for the total number of nights booked according to applicable conditions.

17) FOOD AND BEVERAGES (RESTAURANT / EXTERNAL / ROOM SERVICE)

Restaurant hours: 8:30 am – 9:30 pm

Breakfast: 8:30 am – 11:30 am
Brunch/Lunch: 12:00 pm – 5:00 pm
Dinner: 5:30 pm – 9:30 pm

External food policy:

External food is not permitted in rooms or common areas.
External beverages are subject to corkage; fees depend on bottle type and will be confirmed upon request.
Non-compliance will result in automatic corkage charges to the guest’s account.

Reservations:

If your rate does not include meals and you wish to dine at the hotel, advance reservations are recommended.

Room service:

Available for all consumption, including meal plans.
Room service charge: $250 MXN per service (ticket/order).

18) DRESS CODE (DINNER)

From 5:00 pm onward, to maintain the guest experience:

Swimwear is not permitted.
Sportswear or beachwear (including swim shorts and tank tops) should be avoided.
Comfortable, fresh, casual-elegant attire is recommended.

19) SMOKE-FREE AREAS

All rooms are non-smoking. Violation will result in a USD $75 specialized cleaning fee.
Smoking is permitted in common areas with discretion and respect for other guests.

20) QUIET HOURS AND MUSIC

Music is not permitted in common areas or on room terraces.
From 10:00 pm onward, guests are requested to keep voices and noise at a moderate level.

21) SECURITY AND NIGHT HOURS

For assistance outside service hours, guests may contact security staff at reception.
Emergencies: +52 958 187 0347 (dial twice for the call to be received).

Service staff departs at 10:00 pm.
Remaining in the restaurant/bar or common areas after this time is not permitted.

22) GROUPS, EVENTS, AND RENT ZOA

All policies herein also apply to guests attending private events, weddings, and special rentals, in addition to any specific agreements signed for each event.

23) ADDITIONAL SERVICES (MASSAGES / YOGA / TOURS)

Available by prior reservation only.
Minimum cancellation period: 24 hours; otherwise, 100% of the service will be charged.
External service providers are not permitted to offer these services within the property.

24) DRONES

The use of drones is prohibited throughout the property. For professional or media purposes, prior written authorization from management is required.

25) RIGHT OF ADMISSION AND STAY

Even upon acceptance of these policies, ZOA reserves the right of admission and continued stay in order to protect the safety, operation, and overall guest experience.

EVEN UNDER ACCEPTANCE AND COMPLIANCE WITH THESE POLICIES, ZOA HOTEL RESERVES THE RIGHT OF ADMISSION.