Dear guest, it is very important that you take a few minutes to review our terms and conditions. Please note that by confirming a reservation, you are agreeing to comply with all of them. These terms and conditions apply to reservations made directly with the Hotel by phone, email, or through our booking engine, as well as those made through a previously authorized travel agency or authorized online booking channels.



It is necessary to present a valid identification of the person under whose name the reservation was made, as well as the registration with the name and signature of the companion.



Guests aged 16 and older are welcome. Some exceptions may apply, depending on the season and the juvenile age. To authorize stays for minors, prior confirmation (via email) from our reservation office is required.

Guests must be at least 21 to book a room under their name.



Check-in: 3:00 pm

Check-out: 12:00 pm

Early check-in and late check-out services have an additional cost. The options for these services are:


Early Check-In

We always try to make our guests as comfortable as possible when they need to check in early; however, we can only deliver a room before 3:00 pm if it’s available upon the guest’s arrival. Our guests are always welcome to use the hotel facilities upon arrival under the following conditions. If guests arrive more than two hours before check-in time, we request an 800 MXN minimum consumption of meals and beverages at our restaurant/bar. If guests arrive less than two hours before check-in time, no minimum consumption is required to use all facilities.


Late Check-Out

Exit between 12:01 pm and 1:00 pm: If the room is not booked, guests may stay in it without cost, subject to the front desk staff’s previous approval. If the room is booked, it must be vacated by noon at the latest. Guests may remain on the hotel premises with the following considerations:

Exit between 1:01 pm and 4:01 pm, with room use (if available): $1200 MXN.

Exit between 1:01 pm and 4:01 pm, without room use: We charge a minimum consumption of $800 MXN.

Exit between 4:02 pm and 9:00 pm, with room use (if available): $2,000 MXN.

Exit between 4:02 pm and 9:00 pm, without room use: Minimum consumption of $1,200 MXN.

After 9:00 pm, guest will be charged with the daily rate for that room on that date.


All late check-out options are subject to availability. Please help us by requesting the service at least 24 hours before arrival or departure, as applicable. You will receive a confirmation email with details and cost if service is available.



Reception Hours: 8:30 am to 4:30 pm and 6:30 pm to 9:30 pm.

The Hotel does not have 24-hour reception. If you need to check in after 9:30 pm, please inform us via email or phone.


[email protected]

WhatsApp Message and calls: +52 958-187-0347

WhatsApp Message only: +52 553-231-2272


Rooms are guaranteed until 9:29 pm on the day of arrival. After this time (and if the Hotel has not received any notification from the guest by email), the reservation will be considered a No-Show. In these cases, no refund applies, and the Hotel is no longer obligated to hold the room. For stays of more than one night, if the Hotel is not contacted by 9:00 am (local time) the next day, the room will be released, and Hotel has the right to sell the room for this and subsequent nights. No refund of any portion of the deposit will apply in that case.


Due to its location on a cliff, the hotel does not have wheelchair access and is not recommended for people with mobility restrictions. Access to rooms and common areas requires climbing and descending a considerable number of stairs and inclined paths.



The rates on our website’s reservation engine are shown in U.S. dollars. 

The exchange rate published by will be used to settle transactions denominated in foreign currency payable in the Mexican Republic on the day of the transaction, except in the following cases:

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). 

The total price shown in your confirmation for direct bookings already includes 19% taxes. It is important to consider that for reservations made through OTAs (, Expedia, Hotelbeds,, Agoda, Price Travel, Tablet Hotels, etc.), 19% of local taxes are not always included in the total shown in your confirmation. 


An extra hotel service fee of 500 MXN per night is not included in any of our rates. This daily fee will be added to your bill at the end of your stay. 


Room Service has an additional cost that varies depending on what you order. Please consult with the manager or restaurant staff for more information.


We invite you to refrain from giving tips directly to the Hotel’s staff as the management and the owners directly handle a fair distribution among all the staff members who have given you services during your stay.



Without exception, only registered guests have access to the hotel facilities. If guests wish to invite someone to their room or the common areas, they must notify the hotel management to request a Day Pass. 

The Day Pass is subject to availability based on the Hotel’s occupancy. Ignoring this policy will automatically charge the Day Pass to the registered guest’s account. 

Daypass cost is $2,000 pesos per guest (of which 1000 pesos are applied as credit for use in the bar and restaurant). The Daypass includes access to the Hotel’s shared facilities from 10:00 am to 6:00 pm. 



At ZOA Hotel, pets are welcome. Guests are requested to review our internal pet policy. They must agree to comply with it before staying and adhere to it strictly during their stay. 

The behavior of the pet, as well as any damage caused to the property, other guests, or other pets, is 100% the responsibility of the pet owners. 

The cost for a pet to stay in a room ranges from 30 to 50 USD per night (according to the pet’s race and size).



Guests must be at least 21 years old and present valid identification to consume alcohol within our facilities.

Outside alcoholic beverages are not permitted in the hotel. If this occurs, we will charge a corkage fee.

The Hotel reserves the right to restrict the sale of alcoholic beverages to individuals whose behavior disrupts order and/or causes disturbances to other guests.



All hotel rooms are equipped with safety deposit boxes for the safekeeping of our guests’ belongings. The Hotel is not responsible for the loss or misplacement of valuable items not secured in the safety deposit box or forgotten in common areas.



The Hotel is not responsible for any type of accident or incident that a guest may suffer within the hotel premises, such as falls, animal bites, among others. The costs arising from such accidents or incidents will be the guest’s responsibility, releasing the Hotel from any legal liability.



The use of toxic drugs, narcotics, or psychotropic substances within any area of the Hotel is prohibited, and any violation will be reported to the authorities. 

It is forbidden to disturb the peace or cause inconvenience to other guests in the establishment by engaging in behavior that violates basic social coexistence rules (excessive noise, nudity, foul language, etc.). 

Using electricity and equipment in the rooms for purposes other than their intended use is prohibited. 

If one or more of the conditions and/or prohibitions are violated, the Hotel has the right to terminate the accommodation contract immediately. The client must also pay for all days of accommodation established in the reservation conditions.



The Hotel has a restaurant service available from 8:30 am to 9:30 pm. Bringing outside food into the rooms or common areas, is prohibited. 

We offer a corkage service. The cost depends on the type of bottle and will be confirmed when you request the service. Ignoring this policy will result in the automatic charge of the corkage fee to your account.

If your rate does not include meals and you want to have lunch or dinner at the Hotel, you must request this in advance, as availability cannot be guaranteed without a previous reservation.

Room service is available for any consumption, even for food included in meal plans with an additional cost.



All rooms are designated as non-smoking areas. Guests who violate this rule will be charged a total of 75 USD for textile cleaning. 

Smoking is allowed in common areas, but we recommend discretion as a form of respect for other guests who may be bothered by cigarette or cigar smoke.



Music playing in the hotel’s common areas or the rooms’ terraces is not allowed. 

After 10:00 pm, guests must maintain a moderate volume of noise so other guests are not disturbed. 



The Reception/Management staff works from 8:30 am to 9:30 pm. After this time, please report any requirements or emergencies to the Hotel’s security staff (available 24 hours). Our emergency contact number is: 

WhatsApp: +52 958-187-0347 

The Restaurant/Bar operates from 8:30 am to 9:30 pm (the last order for guests with prior reservations is 9:00 pm). The service staff leaves at a 11:00 pm. Staying in the restaurant/bar area after this time is not permitted.


ADDITIONAL SERVICES (Massages, Yoga, and Tours)

The hotel provides massage services and private yoga classes, but only with prior reservation.

Once the service is booked, the cancellation period is a minimum of 12 hours before the booked time. After this period, the service will be charged in full. 

Under no circumstances are guests allowed to hire external personnel to provide these services within our facilities (rooms or shared areas).



All previously mentioned hotel policies apply to guests attending private events, Rent ZOA, weddings, and other special events within our facilities.



We accept all credit cards and cash (only local currency MXN).

At check-in, all guests without exception must present a valid credit card. If the guest wishes to pay their bill at the end of the stay in cash, they must still present a credit card as a guarantee for additional and unforeseen consumptions or leave a cash deposit as a guarantee. The deposit amount is $2000 MXN per day. 

This amount will be retained until the time of check-out. The remaining amount (if any in favor) will be refunded to the credit or debit card used for payment. The refund may take between 3 and 5 days.



In case of damage to the property, hotel furniture (including textiles and glassware), as well as losing room keys, cards, towels, etc., the person who caused the damage will be responsible for paying for it. In the case of group reservations, the responsible party will be the organizer and/or representative of the event. 

Thefts or intentional damages will be immediately reported to the local authorities.


It is prohibited to perform any act that may cause damage or harm to the Hotel or other guests, as well as any conduct contrary to decorum and social behavior.




To confirm a reservation with a non-refundable rate, we require 100% prepayment. 
If an automatic payment option was not available for you during the booking process, we will send payment instructions to the provided email. In such cases, the reservation is not yet confirmed until payment is made according to the provided instructions. 
Reservation requests are valid for 24 hours only. If payment is not received within this period, the request will be automatically canceled.

For all rates with a non-refundable policy, date changes are not accepted, and no parcial or total refund applies in case of cancellation or no-show for any nights of the stay.

It will only be available for booking more than 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 calendar days before the chosen arrival date). 
The reservation becomes non-refundable on that date, and it is then that we will request 100% prepayment to confirm it. We will send payment instructions to the provided email.

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.


In all cases, the original card and the cardholder’s signature will be required at check-in. If you are booking and paying for the room on behalf of a third party and will not be present at the time of check-in, please let us know at the time of booking.



Date changes are only allowed for REFUNDABLE RATES, before the free cancelation period expires.

In all cases of date changes the rate difference (if it exists), will be applied to the new reservation dates.


In the event of a hurricane, tropical storm, or any other extraordinary situation that poses a real danger to our guests, you will be contacted by our staff as soon as the trajectory and intensity of the phenomenon in the area are confirmed by official sources and a local or federal alert is issued, preventing the establishment from offering the contracted services.

If something of this nature occurs, and the cancellation period without penalty of the reservation has ended (according to the type of contracted rate), the reservation will be immediately and forcibly canceled, and the guest will be offered the possibility to change the reservation date (subject to room availability at the time of the change). The period to make the new reservation will be one year from the original arrival date.

Recognizing that a hurricane is considered a force majeure event, completely beyond the control of the Hotel, and recognizing that both parties are equally affected, no refunds of the prepayment will be applied in any case.

The rainy and hurricane season in the Pacific begins in June and ends in November, every year. If you choose to book during these months, consider the risk of a situation like the one mentioned. In the event that the guest decides not to accept the offered date change, the penalty specified in the cancellation policies for the contracted rate will apply. NO EXCEPTIONS APPLY.

Under no circumstances are cancellations or date changes accepted due to rain or bad weather in the area.

For any forced cancellation under these circumstances, the Hotel will extend a credit for the exact amount paid for the reservation. That credit will be applied in full to the new reservation at the time it is confirmed and with the current public rates for those dates. The credit is only valid for accommodation and cannot be applied for any high season dates.