ZOA
ZOA
TERMS AND CONDITIONS
Dear guest, we kindly ask that you take a few minutes to review our terms and conditions. Please note that by confirming a reservation, you are agreeing to all the following terms. These terms and conditions apply to reservations made directly with the hotel via telephone, email, or through our booking engine, as well as those made through a previously authorized travel agency or online booking platforms.
IDENTIFICATION
A valid ID must be presented by the person under whose name the reservation was made, along with the registration name and signature of any accompanying guest.
MINIMUM AGE
Guests aged 16 and older are welcome. Some exceptions may apply depending on the season and the minor’s age. Prior written approval from management via email is required for guests under the age of 16.
Guests must be at least 21 years old to reserve a room in their name.
CHECK-IN Y CHECK-OUT
Check-in: 3:00 pm / Check-out: 12:00 pm.
Early check-in and late check-out are subject to availability and come with an additional cost. Available options include:
Early Check-In:
We always try to accommodate early check-ins when possible. However, we can only assign a room before 3:00 pm if it is available at the time of your arrival. Guests are always welcome to use the hotel facilities upon arrival under the following conditions: Arrival more than 2 hours before check-in: a minimum consumption of 800 MXN in food and beverages is required. Arrival within 2 hours of check-in: no minimum consumption is required.
Late Check-Out:
Between 12:01 pm and 1:00 pm: If the room is not booked, guests may stay in the room free of charge with prior approval from front desk staff. If the room is reserved, it must be vacated by noon.
Between 1:01 pm and 4:01 pm: With room use (if available): 1,200 MXN.
Without room use: minimum consumption of 800 MXN.
Between 4:02 pm and 9:00 pm: With room use (if available): 2,000 MXN.
Without room use: minimum consumption of 1,200 MXN.
After 9:00 pm: full daily rate for the room will be charged.
All late check-out requests are subject to availability. Please help us by requesting the service at least 24 hours in advance. A confirmation email with details and cost will be sent if approved.
FRONT DESK
Reception hours: 8:30 am – 9:30 pm. The hotel does not have 24-hour front desk service. If you plan to check in after 9:30 pm, please notify us via email or phone:
Message y llamadas de WhatsApp: +52 958-187-0347
Solo mensaje de WhatsApp: +1 573-520-3799
Rooms are guaranteed until 9:29 pm on the day of arrival. After this time (and if no communication has been received via email), the reservation will be considered a No-Show. In this case, no refund will apply, and the hotel is no longer obligated to hold the room. For multi-night stays, if the hotel is not contacted by 9:00 am the next day (local time), the room will be released and made available for resale. No refund of the deposit will apply.
GUARANTEE AND CREDIT FOR INCIDENTALS
At ZOA Hotel, we accept all credit/debit cards and cash payments in local currency. As illy our safety and guarantee policies, all guests — without exception — must present a valid credit card at check-in, regardless of the final payment method. If paying in cash at check-out, a valid credit card is still required to cover additional charges, damages, or incidents, or a cash deposit must be left as a guarantee.
A deposit of $3,000 MXN per night of stay is required. This deposit will be temporarily held and cannot be used to cover the total amount of the bill at check-out. At the end of the stay, and once the housekeeping team has fully inspected the room, the deposit will be refunded in full, provided there are no outstanding charges, damages, or incidents.
For refunds issued to credit cards, please note that they may take 3 to 5 business days to be reflected, depending on the issuing bank. We appreciate your understanding.
PROPERTY DAMAGE
Any damages to hotel property or furnishings (including linens and glassware), as well as lost keys, cards, or towels, must be paid by the person responsible. For group bookings, the organizer or representative is held accountable. Theft or intentional damage will be reported to local authorities. Any behavior that causes damage to the hotel or its guests is prohibited.
RESERVATION AND CANCELLATION POLICIES
- NON-REFUNDABLE RATE
Para confirmar una reserva con política no reembolsable, solicitamos el 100% del pago anticipado.
To confirm a reservation with a non-refundable policy, we require 100% prepayment. If the automatic payment option was not available during the booking process, we will send payment instructions via email. Booking requests are valid for only 24 hours. If payment is not received within this period, the request will be automatically canceled.
Date changes are not allowed, and no full or partial refunds apply in case of cancellation or no-show for any night(s) of the stay.
- STANDARD RATE
Available only for bookings made more e 30 days in advance.
The reservation can be canceled or modified up to 30 days before the arrival date. No deposit is required until the free cancellation period expires (29 days before arrival).
After that, the booking becomes non-refundable, and a 100% prepayment will be required to confirm it.
Payment instructions will be sent by email.
NOTE: The reservation will remain active for only 24 hours from that moment. If payment is not received during that period, the reservation will be automatically canceled. In some cases, the Hotel may request the following documents as support:
- Authorization letter signed by the cardholder (a file will be sent).
- ID with the cardholder’s signature.
- Proof of credit card ownership.
The original card and cardholder's will be required at check-in. If you are booking and paying on behalf of someone else and will not be present at check-in, please let us know at the time of booking.
DATE CHANGES
Date changes are only allowed for REFUNDABLE RATES, and only before the free cancellation period ends. Any rate differences will apply to the new dates.
WEATHER AND FORCE MAJEURE
In the event of a hurricane, tropical storm, or any extraordinary situation that presents a real danger to our guests and prevents us from operating normally, guests will be contacted as soon as an official local or federal alert is issued.
If the free cancellation period has already expired (depending on the rate type), the reservation will be forcefully canceled, and guests will be offered the opportunity to reschedule their stay, subject to availability.
The new stay must be scheduled within one year from the original arrival date. No refunds will be granted under these circumstances, as hurricanes are considered force majeure events beyond the hotel’s control. This policy applies equally to both parties.
The Pacific hurricane season runs from June to November. If you choose to book during this period, please consider the associated risks. Should the guest decline to reschedule, the penalty specified in the cancellation policy for the selected rate will apply. NO SE NO EXCEPTIONS..
Cancellations or date changes due to rain or mild weather conditions are not accepted.
In the case of forced cancellations, the hotel will issue a credit for the full amount paid. This credit may be applied in full to a future reservation at the current public rates for the new dates. It cannot be used for high-season bookings.
RATES, TAXES, AND HOTEL SERVICE FEE
The rates shown on our website’s booking engine are listed in U.S. dollars. The exchange rate published by Oanda.com will be used to settle foreign currency transactions payable in Mexico on the day of the transaction, except in the following cases: For non-refundable advance bookings (5 months or more in advance), the Hotel will define the exchange rate to be used (based on the average rate of the last three months).
The total price shown in your confirmation for direct bookings already includes 19% tax. Please note that for bookings made through third-party platforms such as Booking.com or Expedia, the 19% tax may not always be included in the total shown in your confirmation .
For early, non-refundable bookings (5 months or more), the Hotel will define the exchange rate for the transaction (average exchange rate of the last three months).
An additional hotel service fee of 500 MXN per night is not included in any of our rates. This daily fee will be added to your account at the end of your stay. Room service has an additional cost that varies depending on what you order. Please check with the manager or restaurant staff for more information.
We kindly ask that you refrain from tipping staff directly, as the hotel management and owners oversee a fair distribution among all team members who have served you during your stay.
GUESTS AND VISITORS
Only registered guests are allowed access to hotel facilities. If guests wish to invite someone, a Day Pass must be requested in advance and is subject to availability.
Cost: 2,000 MXN per guest (1,000 MXN can be used as credit at the bar or restaurant). Hours: 10:00 am – 6:00 pm. Failure to comply will result in automatic charges for the Day Pass.
PETS
At ZOA Hotel, pets are welcome; we are a pet-friendly hotel with a few restrictions:
- Only dogs up to 30 lbs (approx. 14 kg) are allowed.
- Only one pet per suite is allowed.
- Pets are only allowed in certain designated suites (please check with our reservation team before booking).
- Rooms with private pools are not pet-friendly. No exceptions apply for service animals.
Guests must review and agree to our pet policy prior to arrival and comply with it throughout their stay.
Pet owners are fully responsible for their pet's behavior, as well as any damages caused to the property, other guests, or pets.
The nightly pet fee ranges between 30 and 50 USD depending on the breed and size. Please consult our reservations team to confirm which suites can accommodate pets, along with any restrictions, policies, and applicable charges.
NO WHEELCHAIR ACCESSIBILITY
not recommended for guests with mobility restrictions. Access to rooms and common areas requires going up and down a significant number of stairs and inclined paths.
ALCOHOLIC BEVERAGES
Guests must be at least 21 years old and present a valid ID to consume alcohol. Outside alcoholic beverages are not allowed. A corkage fee will apply if this occurs. The hotel reserves the right to restrict alcohol sales to anyone whose behavior disturbs other guests.
VALUABLES
All rooms are equipped with safes for secure storage. The hotel is not responsible for lost or stolen valuables not placed in the safe or left in common areas.
ACCIDENTS OR INCIDENTS WITHIN THE HOTEL
The hotel is not responsible for accidents or incidents that may occur within the premises, such as falls or animal bites. Any resulting costs are the guest’s responsibility, releasing the hotel from legal liability.
CODE OF CONDUCT
The use of toxic drugs, narcotics, or psychotropic substances is strictly prohibited in any area of the hotel. Any violation will be reported to the authorities. Disturbing the peace or causing discomfort to other guests by engaging in behavior that violates basic norms of social coexistence (e.g., excessive noise, nudity, vulgar language, etc.) is also prohibited. Using electricity or equipment in guest rooms for purposes other than their intended use is not allowed. If one or more of the above conditions or prohibitions are violated, the Hotel reserves the right to immediately terminate the lodging agreement. The guest will still be required to pay for all reserved nights as agreed upon in the booking terms.
ROOM SERVICE & FOOD POLICY
The restaurant is open from 8:30 am to 9:30 pm. Bringing outside food into rooms or common areas is strictly prohibited. We offer corkage service for outside beverages. Charges vary depending on the type of bottle and must be confirmed in advance. If this policy is ignored, the corkage fee will be automatically added to the bill.
If your rate does not include meals and you wish to dine with us, please make a reservation in advance, as availability cannot be guaranteed otherwise. Room service is available for all items, including meals included in meal plans. The service fee is 250 MXN.
DRESS CODE
At ZOA Hotel, our dinner experience takes place in a relaxed yet elegant barefoot beach environment.
To ensure the experience for all guests, from 5:00 pm to restaurant closure:
- Swimwear is not permitted.
- Athletic or beachwear (including swim trunks and tank tops) is discouraged.
- We recommend comfortable, casual attire suitable for our natural setting and climate.
SMOKING POLICY
All rooms are designated non-smoking. A cleaning fee of 75 USD will be charged for any violation. Smoking is allowed in common outdoor areas; however, guests are asked to be considerate of others nearby who may be disturbed by smoke.
QUIET HOURS
Playing music in common areas or on room terraces is not allowed. After 10:00 pm, guests must maintain a quiet volume to avoid disturbing others.
24/7 SECURITY
For any assistance outside our regular service hours, please contact the security staff located in the reception area – they will be happy to help you. In case of an emergency, you may call the following number. Please note: You must call twice for the call to be received.
📞 Contact: +52 958 187 0347
Service staff retires at 11:00 pm. Guests are not allowed to remain in the restaurant/bar area or any common areas after this time.
GROUP RENTALS & EVENTS
All policies mentioned above also apply to guests attending weddings, private events, or Rent ZOA bookings.
ADDITIONAL SERVICES
We offer massages, yoga, and tours — available by reservation only. Cancellations must be made at least 12 hours in advance. Late cancellations will be charged in full. External providers are not allowed to offer these services inside the property.
DRONES
To protect the privacy, tranquility, and safety of all our guests and staff, the use of drones is strictly prohibited anywhere on ZOA Hotel property — including common areas, gardens, the beach, and private suites.
This policy applies to both guests and external visitors. We kindly ask for your cooperation in helping us maintain a peaceful and respectful environment.
For professional or media purposes, any aerial recording must be requested and approved in advance by hotel management in writing. Each request will be individually evaluated under safety and privacy guidelines.
EVEN UNDER ACCEPTANCE AND COMPLIANCE WITH THESE POLICIES, ZOA HOTEL RESERVES THE RIGHT OF ADMISSION.
