Dear guest, it is very important that you take a few minutes to review the hotel policies. Please consider that when confirming, you are accepting that you agree to all the policies detailed below.

The policies apply both for reservations made directly at the Hotel via telephone, via email or through our booking engine, as well as for those made through a previously authorized travel agency or through authorized online booking channels

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

Guests 16 years and older are welcome. Some exceptions may apply, depending on the child’s age and season. To authorize stays of minors under 16 it is necessary to receive a prior confirmation (via e-mail), from our bookings office.

Guests must be a minimum of 21 years of age to reserve a room under their name.


Early Check In and Late Check Out services have an additional cost. The options for these services are:

Arrival between 11:00 am and 3:00 pm: No cost. The room will only be delivered before 3:00 p.m. if available.
Arrival between 8:00 a.m. and 10:59 a.m., with or without use of the room (the room will be delivered, only if available): A minimum consumption of $ 500 MXN will be charged during that time.

Departure between 12:01 p.m. and 2:00 p.m.: Only in case the room is not reserved, guests can stay there without cost, with prior authorization from the Management. In case the room is already booked, they must leave the room at 12:00 pm at the latest. Guests can stay at the facilities at no additional cost.

Departure between 2:01 pm and 6:00 pm, with use of the room (only if available): $ 950 MXN

Departure between 2:01 pm and 6:00 pm, with no use of the room $ 700 MXN minimum consumption.

Departure between 6:01 pm and 9:00 pm, with use of the room (only if available): $ 1,750MXN

Departure between 6:01 pm and 9:00 pm, without use of the room: $ 1,200 MXN minimum consumption.

All options depend of availability. It is necessary to request the service by this means, at least 24 hours before the date of arrival or departure according to the case. If available, you will receive a confirmation email of the requested service, with details and cost.

Reception hours: 8:30 a.m. to 4:00 p.m. and 7:00 p.m. to 9:30 p.m.

The hotel does not have a 24-hour reception service. If you need to check-in after 9:30 p.m., please let us know in advance, via e-mail or by phone.

Cell phone: +52 553 231 2272

Cell phone: +52 554 348 4677

Telephone: +52 5552902288

Rooms are guaranteed until 9:29 p.m. the day of your arrival. After this time (and in case that the Hotel has not received any notification by the guest by email), the reservation will be considered as a no showed. In these cases no refund applies.

The rates that appear in the booking engine of our website are estimated in US dollars.

The exchange rate published by the Bank of Mexico in the Official Gazette of the Federation will be taken into account to settle obligations denominated in foreign currency payable in the Mexican Republic, on the day of the transaction except in the following case:

In advance, non-refundable bookings (5 months or more), the hotel will define the exchange rate for the transaction (average exchange rate for the last 3 months).

The total price shown in your confirmation in direct bookings already includes 19% taxes. It is important that you consider that in reservations made through any booking channel such as or Expedia, taxes of 19% are not always included in the total shown.

The service is not included in any of our rates. The amount per service will be suggested in your account at the end of your stay.

We ask you not to tip the staff of the hotel directly since the Management and the owners are directly responsible for making a fair distribution among all the staff members who have attended you during your stay.

Without exception, only registered guests have access to the Hotel facilities. If one of our guests wishes to invite someone to their room or common areas, they should notify the Hotel Management.

We have a special Day Pass rate, so that our guests’ guests can have access to the Hotel facilities. Please check the rate at reception or by phone at the reservations office.

If you disregard this policy, the cost of the Day Pass will be automatically charged to your account.

NOTE: Service subject to availability according to occupancy.

Pets are welcome At ZOA Hotel. We request our guests to consult our internal regulations for pets. It is necessary that you accept the agreement before staying and to carrying it out during the stay.

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

The cost per for a pet in the room is USD 50 per night. Includes bed, special dishes and food once a day.

Guests must be at least 21 years of age and must present a valid ID to consume alcohol within our facilities.

Under no circumstances it is allowed to introduce alcoholic beverages from outside to the Hotel facilities. If you do, the corresponding uncorking will be charged.

The Hotel reserves the right to restrict the sale of alcoholic drinks to people whose behavior disturbs the order and / or causes inconvenience to other guests.

All the rooms of the Hotel have safe deposit boxes, for the safekeeping of our guests’ belongings. The Hotel is not responsible for the loss or misplacement of any valuable object inside the room or in the common areas of the same.

The hotel is not responsible for any type of accident and / or event that the guest suffers inside the hotel facilities such as falls, hits, animal bites, among others.

The expenses incurred by this accident or event will be borne by the guest, exempting the hotel from any liability of a legal nature.

It is forbidden the consumption of toxic drugs, narcotics or psychotropic substances, within any area of ​​the hotel, of this infraction will be given notice to the corresponding authorities.

It is forbidden to alter the order or cause discomfort to other guests within the establishment with any behavior that violates the basic rules of social coexistence (excessive noise, nudity, bad words, etc).

It is not allowed to use the electrical current and the equipment installed in the rooms for other purposes than those to which they are intended.

In case of infringement of one or more of the conditions and / or prohibitions cited above, the Hotel has the right to immediately terminate the accommodation contract. The client is also obliged to pay for all the days of accommodation established in the conditions of the reservation.

The Hotel has restaurant service from 8:30 am to 9:30 pm. It is not allowed to introduce food from outside to the rooms or common areas in any case.

We have an uncorking service. The cost will depend on the type of bottle and will be confirmed to you at the time of requesting the service. In case of ignoring this policy the cost of uncorking will be charged to your account automatically.

The restaurant service works in a personalized way. If the chosen rate does not include lunch or dinner and you require the service, it is necessary to request it in advance from the Hotel Manager or the Chef, otherwise the availability can not be guaranteed.

We have room service with an additional cost of 15% of the total consumption (even for foods included in a plan). The charge also applies to the plans with food included. The minimum consumption for room service is $ 500.00 MXN.

All rooms are considered NO SMOKING areas. Guests who ignore this rule will be charged a total of USD 75 (for textile cleaning).

Smoking is allowed in the common areas, although we recommend your discretion as a form of respect to other guests who could be disturbed by cigar or cigarettes smoke.

Music is not allowed in the common areas of the Hotel or on the terraces of the rooms.

After 10 pm, a moderate volume should be maintained out of respect for the other guests.

The Reception / Management staff works from 8:30 am to 9:00 pm. After this time, please report any requirements or emergencies to hotel security personnel (24 hours a day). We have at your orders our number to report any emergency:

Cell phone: +52 5543484677

The Restaurant / Bar, operates at the following times: 8:30 am to 9:30 pm (time of last order for our guests with prior reservation). The service staff retires at the latest at 23:00 hrs. It is not allowed to stay in the restaurant / bar area after this time.

ADDITIONAL SERVICES (Massages, Yoga and Tours)
The Hotel has the services of Massage and Yoga sessions prior reservation.

Once the service has been reserved, the cancellation period for it is a minimum of 12 hours before the reserved time. After this period the service will be charged in full.

In no case is it allowed for guests to hire external staff to receive these services within our facilities (rooms and / or common areas).

All of the Hotel policies apply to guests attending private events, ZOA rentals, weddings and other special events within our facilities.

We accept only Visa and MasterCard credit cards.

At the time of check-in, all guests, without exception, must present a valid credit card. If the guest wishes to pay his account at the end of the stay, in cash, he must also present a credit card as a guarantee for additional and unforeseen consumption or leave a deposit in cash as collateral. The amount of the deposit varies according to the conditions of your reservation:

Room Only: $ 2,000 MXN (per night)

Breakfast Plan: $ 1,700 MXN (per night)

Half Board Plan: $ 1,500 MXN (per night)

Full Board Plan; $1,000 MXN (per night)

This amount will be retained until the time of check-out. At that time you can close the charge to your card, only for the exact amount of consumptions made during your stay or, you can define another form of payment with which you want to settle your account, in which case, the voucher in warranty will be closed in zeros in your presence and you will be given the original of the document as proof.

Note: Quantities pre-authorized in the TC can be retained by financial institutions, between 3 and 30 days after the closing in zeros in the establishment (depending on the banking institution concerned). The hotel is not responsible for said withholding or for any additional charge made by the banking institution.

In case of damaging the property, hotel furniture (including textiles and glassware), as well as losing the keys to the room, towels, etc., the causant of such damage will be who pay for them. In the case of group reservations, the person in charge will be the organizer and / or representative of the event.

Theft or intentional damage will be reported immediately to the corresponding authorities.

It is forbidden to execute any act that may cause damages to the Hotel or to the other guests as well as any conduct contrary to decorum and social behavior.



The hotel is authorized to make the direct charge or verification for 100% of the amount of the stay (including taxes and meal plans contracted).

In order to carry out the transaction, the Hotel can request the following photographed or scanned documents as support.


*Letter of authorization signed by the holder of the TC (file will be sent).

* Identification with the holder’s signature.* Credit card covering security code.

NOTE: The original card and signature will be required during check-in.

For this type of rate, date changes are not accepted, and no refund is applicable in case of cancellation. No exceptions apply.



The hotel is authorized to make the direct charge or verification for 100% of the amount of the stay (including taxes and meal plans contracted).

In order to make the transaction, the Hotel may require the following photographed or scanned documents as support:

*Letter of authorization signed by the holder of the TC (file will be sent).

* Identification with the holder’s signature.

* Credit card covering security code.

To cancel without penalty the guest must give notice within the period established in the policy that will appear on our website at the time of confirming your reservation (24 hours, 72 hours or 30 days). The term will depend on the type of rate, room and season booked and will be specified in your confirmation email.

If the guest notifies the cancellation before the deadline is met, 100% of the deposit will be refunded.

Once the deadline has expired, in case of cancellation, the hotel will charge or retention of 100% of the deposit made. No exceptions apply.


The date changes are subject to availability.

If authorized, they are accepted one time only, as long as the reservation is canceled within the period without penalty (depending on the rate policy).

In all cases, rate differences may apply to the anticipated paid amount (always in Mexican pesos) to the new booking with the standard USD rate published on our website.

Date changes do not apply for non-refundable rates, except in the following circumstance:

If there is a threat of a hurricane or tropical storm that represents a danger to our guests, they 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 an alert for the area is issued by local authorities. Only in the event that all this occurs, and if the penalty-free cancellation period of the reservation has ended, the guest will be offered the option to change the date of the original reservation (subject to room availability and rate’s difference).  No refunds of advanced payments apply for this reason, since the cause is beyond the control of the establishment.  We do not accept cancellations or date changes due to rain, storms or bad weather in the area.

If the guest decides to cancel in any way and does not accept the offered date change, the penalty specified in the current cancellation policies for the contracted rate will be applied. No exceptions apply

For any case of cancellation with non-refundable rates in which a change of dates has been previously authorized by email, the new arrival date must be provided at the time of the cancellation or within a period no longer than 72 hours from that moment. The change will only be valid within six months after the cancellation date of the original reservation. The change is subject to availability and does not apply to high season dates.

In all of these cases, the amount paid (in Mexican pesos) for the original reservation will be added to the new reservation balance.  New reservation will apply with the current rates in USD with the valid exchange for those specific dates.

A certain cost for administrative expenses may apply as a penalty in some cases.