Hotel Policies


-The general terms and conditions herein together with the privacy policy, bookings & cancellations policy, fee schedule & hotel schedule and add-ons available on the hotel website and the booking confirmation issued by the hotel confirming your booking ("booking confirmation") shall constitute a legally binding contract between you and the hotel and shall be further supplemented by the internal rules and regulations that apply specifically to the hotel where you have booked your stay.
In these terms and conditions, the words "we" or "us" means hotel and its employees, officers, agents, suppliers and vendors, and use of the words "you" or "guest(s)/guest(s)" means any and all persons for whom a hotel room is booked.

Deposit policy

Depending to the selected rate during the booking process, a deposit fee will be collected according to the conditions indicated in their policies.

By completing this booking request, you certify that you are the cardholder and authorize us to charge your credit card automatically with the amount due at that time.

All non-refundable rates will be collected in full upon booking.

In case of having problems to make this balance in your credit card we will contact you by email to request updated information of your payment method.

You understand that any non-refundable rates and special reservations mentioned in the hotel cancellation policy are charged in full on the date reservation is made and can’t be modified or cancelled.

Peak season (Dec 20th – Jan 10th) is a non-refundable period. Group reservations, booking two or three suites, are non-refundable aswell.


-Bookings may be made online at (“hotel website”), through online and offline travel agencies, through our call centers or directly at the hotel.

-All prices are quoted in US dollars and do not include 19% hospitality taxes.

-The hotel accepts payment by Visa, Mastercard and American Express credit/debit cards. The available payment options are displayed during the booking process on our hotel website. For walk-in bookings at a hotel, we also accept cash payments. Payment by check is not accepted.

-Once your booking has been successfully completed, a booking confirmation will be issued with reference to each room booked and sent to the email address provided in your booking reservation. You must produce your booking confirmation(s) upon check-in at the hotel, together with your original valid photo identification document (national registration identity card, passport, driver's licence or other identification card or document as the hotel may require).

-If you do not receive your booking confirmation(s) within twenty-four (24) hours from the time of booking, please contact us via the hotel website, by phone or by email. The 'guest' named in the booking confirmation must be the person staying at the hotel otherwise we reserve the right to cancel the booking.

-At all times during the booking process, you will be advised to ensure the accuracy of your booking details (guest details, stay dates, room types, room rates, number of guest(s), add-ons). Hotel will not be responsible or liable for errors in booking details. Bookings are accepted subject to room availability.

At what time can I check-in?

We welcome our guests as of 3pm. In case of early arrival we will gladly keep your personal effects in a storage while you enjoy the facilities of our property. Subject to availability we will allow you to enter your room prior to 3pm.

Until what time can I check-out?

-Our check-out time is 12pm (noon). In case of later departure we will gladly keep your personal effects in a storage while you enjoy the facilities of our property. Subject to availability we will allow you to stay in your room later, with a fee of 100 USD + taxes and until no later than 4pm.

Non-refundable rates

-Do not allow for changes or cancellations at any time.

-The total costs for all room nights including taxes (16% vat and 3% hospitality taxes) will be charged directly after your reservation is made.

-Peak season (Dec 20th – Jan 10th) is a non-refundable period. Group reservations, booking two or three suites, are non-refundable aswell.


-Due to our small size and intimate atmosphere, we only allow children over 12 years old in the hotel.


-All bookings and promotions made for packages are not refundable. Full amount is billed at time of booking in your credit card.

Room rates

-Room rates shown on the hotel website are charged on a per room per night basis. Meals and add-ons are not included. Room rates do not include service tax, service charge, vat or other similar charges or tax subject to the requirements of the country or location where the hotel is located. These will be charged at in USD, independently then where the hotel is located.

Active rates and policies

The deposit and cancellation policies will apply according to the selected by the guest during the booking creation process. Their name and description will be added in your confirmation e-mail sent after the reservation is created.

Please note that during the time your reservation is active, the conditions on each rate may change. However, we will strictly respect the conditions active at the time when your reservation was created and whose policies are described in the confirmation email.

Hotel rooms

-Hotel room types are as follows:

-4 beach front suites: 2 beach front upper and 2 beach front lower with king beds

-2 ocean view suits: 2nd floor with king beds and additional twin pull-out bed

-2 garden view suits: 1st floor with king beds and additional twin pull-out bed

-All rooms and property are non-smoking.

-We welcome children age 12 and over. Pets are not allowed.

-The following amenities are available in our rooms:

-Air conditioning, fans, room service, wi-fi, internet radio, wardrobe, room safe, soap, shampoo, after shampoo, body cream, towels, hairdryer, bathrobe, mini-bar, tea or coffee making facilities.


-We strictly enforce a no-smoking policy throughout all designated hotel guest rooms (including private patios and balconies) and public spaces.

-A $200 deep cleaning fee will apply to any guest for smoking in rooms or on patios/balconies that are designated non-smoking. Additionally failure to comply with this policy entitles us to terminate your booking and stay at the hotel at our sole discretion and you must leave the hotel immediately without compensation or reimbursement.

-You shall be liable for any costs, loss or damage incurred by hotel, including without limitation any loss or damage to the hotel room, premises or property or incurred by hotel guests or third party, arising from your failure to comply with this policy and hotel reserves the right to charge you for any such costs, loss or damaged incurred by hotel or any hotel guests or third party.

- The hotel is the only allowed provider of food and beverages on the property, no outside food & beverage will be allowed unless otherwise agreed on. In case outside food and beverages were to be brought on the premises with prior agreement, the hotel will charge a fee of 200 MXN per person and per meal or drink.

-You may not bring the following into our hotel:

-Pillows, besd sheets, duvets or other items of bedding.

-Any electrical appliances and/or equipment for heating and/or cooking purposes.

-Hotel reserves the right to remove and/or confiscate any of the above items found in any hotel room immediately without notice to you and to charge you for any costs incurred for taking such action or for any loss or damage caused to the hotel room, premises or property or to any hotel guests or third party as a result of your failure to comply with this policy.

-Hotel further reserves the right to ask you to leave the hotel and remove your belongings from the room immediately if we shall, in our sole opinion, deem that you have used the hotel room in an irresponsible manner or in a manner that will compromise the safety of, or cause damage and/or harm to the hotel room, the hotel premises, the other hotel guests, our staff or any other persons or the reputation of hotel, without any compensation and/or any reimbursement to you.

Check-in and check-out

-The hotel operates a strict check-in and check-out policy

-Minimum age for check-in: Guests must be 18 years or older with a valid photo id to check-in.

-Id requirement: the hotel will accept any government-issued photo id at the time of check-in, such as a passport or valid driver's license, with a corresponding credit card.

Check in

-Booked rooms will be held for check-in until 9.00 am the following day of the scheduled check-in date, after which the booking will be deemed cancelled upon no-show and hotel shall be entitled to release the booked room(s) for the remaining stay dates to other guests. No refunds will be provided for the cancelled booking.

-A pre-authorization amount of 100 USD per night will be held on your credit card upon check in as a guarantee for any incidentals during your stay, it will be released upon check out.

Early check in

-We invite guests to check in at 3pm—early arrivals are granted upon request, subject to availability. Luggage storage is available.

Check out

-Check out hour is noon. If you check out beyond 1.00 pm, hotel reserves the right, without further notice to you, to charge you an additional one (1) night's stay at the then prevailing room rate or remove your belongings into the luggage storage facility (luggage storage charges may apply) and deny you further access into the room. Hotel shall not be liable for any loss or damage to your belongings as a result of the action(s) taken.

Late check out

-Late checkout can be arranged upon request, based on availability. Please contact us to request a late checkout.

Changes and cancellations

-Payments made for bookings (including add-ons) are non-refundable.


Change of guest name on your booking is allowed if made three (3) full days or more before check-in date.
No changes to stay dates, room category or duration of stay may be made but you are entitled to cancel the booking and make a new booking with the hotel, subject to availability and to the terms of cancellation below.


Depending to the selected rate during the booking process, a penalty fee will apply according to the conditions indicated in their policies. 

A credit card fee of 8% will be retained from any refund.

Please note that any reservation for Peak season (December 20th to January 10th) is non-refundable and the payment will be charged at the time of the booking in the registered credit card. Group reservations booking two or three suites, are non-refundable aswell.

Please consider the following:

All cancellations must be done via email to //  We do not accept cancellation requests by phone // In case of early departure, the total amount of your stay will be charged and there will be no refund or credit offered // In case you make any changes to your reservation after the cancellation period or shorten your stay, we will charge the number of nights originally booked // If you book at a certain rate and during the time span between your reservation date and your arrival date the price changes, both parties will respect the rate of the original reservation // We are not responsible or liable for changes or cancellations made that relate to or arise as a result of fire, epidemics or health risks, technical problems with transport as well as flight delays due to weather or for mechanical reasons, closed or congested airports or ports or any unforeseeable or unavoidable events beyond Encantada control. We highly recommend to purchase a travel insurance for any inconvenience or emergency that could prevent visiting us as planned.


-You are liable for any damage howsoever caused to the allocated room(s) or to the hotel premises or property caused by you or any persons in your party (whether or not staying at the hotel) during your stay.
Hotel reserves the right to retain your credit card and/or debit card details and charge or debit such amounts as it shall in its sole discretion deem fit on the said card(s) to

-compensate or make good the loss, damage, costs or expenses incurred or suffered by hotel as a result of the aforesaid.

-Regardless, hotel further reserves the right to commence legal proceedings against you without notice.

Right to refuse accommodation

-Hotel reserves the right to refuse accommodation to you or any person(s) without any notice and terminate any booking without being liable for any refund or compensation for the following reasons:

-The booking has been paid through fraudulent means

-The booking has been altered by anyone other than hotel authorized agent or has been tampered with or the booking confirmation has been defaced (in which case hotel reserves the right to retain such booking documentation)

-The person checking in is not or cannot prove that he/she is the person named in the booking confirmation

Limitation of liability

-Hotel is responsible for providing the room(s) and add-ons stated in the booking confirmation(s) and according to these terms and conditions. We do not accept any liability for failure to provide the services contracted or any of them due to circumstances beyond our control.

-To the extent permitted by law, hotel do not accept any liability arising out of any occurrences beyond its control including but not limited to acts of terrorism, natural disasters, epidemics, flood, war, strikes, riot, theft, delay, cancellation, civil disaster, government regulations or changes in itinerary or schedule (collectively, “force majeure”).

-Without affecting any statutory consumer rights or other laws that cannot be lawfully excluded or limited, hotel will not be liable for loss of any kind whatsoever arising out of, caused by, attributable to or resulting from your booking, use of the hotel website or stay at the relevant hotel even if caused or contributed to by hotel’s negligence, wrongful act / omission or breach of these terms and conditions or breach of duty or otherwise.

-All activities have inherent risks to health and safety and hotel will not be responsible for any eventualities related to any activities or services booked through the hotel website or during your stay at a hotel.

-Hotel will not be responsible for any loss or damage of property left in guest's room and/or the hotel property at all times. Guests are advised to obtain insurance to cover curtailment, and loss of luggage, personal effects, damages, personal injury and money/valuable belongings.

Privacy & data protection

-Hotel will retain all personal information you provide during booking. By making a booking with us or using the hotel website, you consent to our use and/or disclosure of your personal details to our franchisees, branches, related corporations, associates, subsidiaries, affiliates, assignees, proposed assignees, agents, commercial partners, service providers and/or any other parties engaged by us to enable or assist us in the provision of services or to exercise or enforce our rights hereunder and/or any other party as hotel may, in our sole and absolute discretion, deem necessary for the following purposes:

-To process your booking and for other administrative purposes

-To provide you customer support and services

-To send you information on products and services, and special or promotional offers, newsletters or customer survey forms and questionnaires. You may unsubscribe from these at any time by clicking on the “unsubscribe link” on the relevant email communications.

-We may also be legally obliged to disclose, and you irrevocably consent to our disclosing, your personal information to government and enforcement agencies, regulatory bodies and public authorities or as may be required by law. This may involve sending your personal information between different countries.

-We will use our best endeavors to use your personal information in the manner stated herein and will not otherwise disclose your personal information without your prior written consent.


-Hotel uses cookies in our webpages to:

-Maintain your session and required details when you browse the hotel website, during account registration and during the booking process (session cookie)

-Collect website usage data for statistical/analytics purposes (analytics cookie)

-Direct you to the correct landing page based on your geo-location (geo-targeting cookie)

-You may instruct your browser, by changing its settings, to stop accepting cookies or to prompt you before accepting a cookie from the websites that you visit. Hotel website will not function properly if cookie setting is disabled.

Copyright & trade marks

-The hotel website including the booking and other applications, text, graphics, designs, audio and video clips, hotel and destination information and all other content thereon are the property of hotel and/or its content suppliers.

-You may use the hotel website and its content solely for personal, non-commercial and private use subject always to applicable copyright laws.

-All trademarks, trade names, service marks and all other marks, whether registered or unregistered, on the hotel website are owned by or licensed to hotel and their respective owners and may not be used, reproduced or modified without the prior written approval of hotel.


-The hotel website, the services provided and all content thereon are supplied "as is" and "as available". Hotel provides no guarantee regarding the website and content.

-You are solely responsible for your use thereof.

-While we will make every effort to ensure that the information on the hotel website is accurate and published in good faith. Without affecting any statutory consumer rights that cannot be lawfully excluded or limited, hotel does not warrant or represent the accuracy of the information displayed and disclaims to the maximum extent permitted by law all warranties expressed or implied by statute, custom or usage.

-Hotel will not be liable for any direct, indirect, consequential, punitive losses or damage (including without limitation loss of revenue, loss of goodwill, loss of reputation and loss of, or damage to data), arising out of the

-Hotel website or the use thereof or any services purchased from the hotel website, or any errors, inaccuracies or omissions in the services or content provided howsoever caused.

-The various linked sites on the hotel website allows for further link-up and interaction between guests and the said sites for promotions and other interactive mediums. 

-The inclusion of all website links on our hotel website does not imply endorsement by hotel of such linked sites, or any association with their operations. These sites are outside the control of hotel. We will not be responsible for the content on the linked sites or your use thereof.

Governing laws

-Your contract with hotel is governed by the laws of the country where the hotel you booked your stay with is located and any disputes shall be settled in the courts of that country.

-All other matters concerning or relating to the hotel website shall be governed by the laws of Mexico and the Mexican courts shall have jurisdiction therein.

Changes to the these terms & conditions

-Hotel reserves the right to cancel, amend or vary the arrangements and content featured on the hotel website and/or change, amend, vary or add to these terms and conditions at any time without prior notice. You will be notified of any changes to these terms and conditions as made available on the hotel website. The terms and conditions hereby outlined may be subject to change.

-Conflict between English text and other language text

-If there is any conflict or discrepancy between the English text of these terms and conditions and any translation thereof into any other language, the English text shall prevail.