La Casa de Maria 11:11 | Hotel Policies

HOTEL POLICIES

All stays in La Casa de María 11:11 are subject to our Terms & Conditions. Please read these terms and conditions carefully.

La Casa de María 11:11 reserves the right to change and/or modify any of these terms and conditions at any time without notice and such changes will become effective immediately. Please check these terms and conditions periodically for changes. Last update 11 May 2023.

Securing a reservation with your deposit means you agree and accept our terms & conditions including our Cancellation Policy and Booking Contract, and you are deemed to accept these terms and conditions on behalf of all persons staying at the reserved room or apartment.

DEFINITIONS

House Stay Inn 11:11, S.A. de C.V., refers to La Casa de María 11:11 and o n c e : o n c e brands, related bodies corporate, their current and former officers, employees, contractors, sub-contractors/consultants (including their respective employees and contractors) and agents.
“You” and “Your” refer to the person who makes or is making the reservation.
“We”, “Us” and “Our” refers to La Casa de María 11:11.

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ARRIVAL & DEPARTURE

Any request for early check-ins or late check-outs must be made in advance and are subject to availability of the room or apartment.

CHECK IN TIME
After 15:00h (3:00PM)

CHECK OUT TIME
Before noon (12:00PM)

Check-in/arrival time starts at 15:00 (3:00PM) at local time. Guests who arrive earlier are able to store any luggage and use our bicycles and pools while the room is ready.

Check-out/departure time is prior to noon (12:00PM) at local time. Late check-out may be possible (subject to availability) and may incur an extra fee.

CANCELLATION POLICY

All cancellations follow this policy unless specified otherwise on your booking confirmation.

Any request for a change of booking must be made at least two (2) days prior to arrival date and is subject to availability and approval. Please note that a higher rate may apply to an amended booking.

This Cancellation Policy does not apply to bookings with Non-Refundable Rates, amendments and cancellations on this bookings are not possible.

FULL REFUND
• Guests receive a full refund of the total booking value for cancellations made at least 7 (seven) days before the local check-in date and time which is specified in the booking confirmation email.

50% REFUND
• Guests receive a 50% refund of the total booking value for cancellations requested within 7 days of local check-in date and time.

NO REFUND
• No refund for no-shows, cancellations, early check-outs or changes requested after check-in date and time.

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EARLY DEPARTURE POLICY

If/when a guest checks out before the departure date for different reasons such as death of a family member, illness, cancelled flights or any other reason, will not be entitled for any partial refund.

EVICTION OF GUEST

La Casa de María 11:11 may refuse to accept the guests who grossly violated the Hotel Rules and Conditions during the last stay by damaging the hotel’s or guests’ property or by inflicting damage on other guests, hotel employees or other persons staying in the hotel or in other way violated the stay of other guests or the functioning of the hotel.

EXTRA PERSONS & MAX CAPACITY

Visits are allowed as long as the maximum capacity of the room is not exceeded. Visits must behave according to our policies. The guest who made the reservation is fully responsible for any damage caused by any of their visitors.

Studios & Loft Max 3 Guests
2BR Apartment Max 4 Guests
Penthouse Max 7 Guests

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EXTRA CLEANING/MAINTENANCE

If we consider the need of extra cleaning and/or repairs as a result of your occupancy, you may be charged an appropriate extra cleaning/maintenance fee.

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FAILURE TO PAY

If a guest fails to pay immediately upon demand any amount owing to La Casa de María 11:11, pursuant to the reservation (including but not limited to accommodation charges, additional services, room damage/smoking fines, other incidental charges), La Casa de María 11:11 may deny you and your guests access to the reserved room or apartment.

FREE WIFI

Broadband Satellite High Speed, Low Latency Starlink WiFi by SpaceX, Free of charge available in the rooms and common areas.

GROUP RESERVATIONS

More than five (5) reservations made by a single person or separate reservations made by a number of guests travelling together is considered by La Casa de María 11:11 as a Group Reservation and different terms and conditions apply to this reservations. If you wish to make a Group Reservation please contact us at hola@lacasademaria1111.com.

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GUEST ROOM DAMAGE

The person making the reservation is responsible for any damage caused (by the guest or any of their guests staying or visiting the room) to the room or any of its contents such as equipment, furniture or accessories.

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GUEST CONDUCT

Conduct of guests and persons using services of the hotel should not disturb the peaceful stay of other guests. The hotel may refuse to render services to a person violating their rule. Parties and loud noise or music are strictly forbidden.

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HOW TO CONFIRM YOUR RESERVATION

A reservation is considered confirmed when a deposit of 50% of the total reservation amount has been made. To book online go to our website www.lacasademaria1111.com you can pay the deposit via PayPal using any debit or credit card. In order to complete the payment for the deposit, the reservation will be on hold for 60 minutes, after this the reservation will be canceled automatically if the payment for the deposit is not completed.

The remaining 50% should be paid at check in upon arrival with any debit card, credit card or in cash, currencies accepted are Mexican Pesos (MXN) or United States Dollar (USD) only.

LIABILITY

Any delay, cancellation, illness or other event that may occur to the guest during the period of the reservation, including medical and hospital expenses will be responsibility of the guest.

No Refund will be made for cancelled flights due to any circumstance.

La Casa de María 11:11 is not responsible for any loss or damage of personal belongings left in the room or hotel facility arising out of any occurrence or conditions beyond its control including acts of God, war, terrorism, government regulations, natural disasters, strikes, civil disorder, thefts, third party delays, vehicle failure or third party transportation matters.

Any money or other valuables, goods or vehicles brought by you into the hotel, all travel arrangements and observance of laws and government regulations remain your responsibility.

NON-DISCRIMINATION POLICY

For us at La Casa de María 11:11, non-discrimination and the idea of a safe place for everyone have always been important topics. Everyone is welcome and treated with kindness and respect at La Casa de María 11:11 and we firmly believe everyone should be treated equally regardless of race, sex, gender identification, sexual orientation, national origin, native language, religion, age, disability, marital status or any other characteristic.

We do not support nor tolerate any form of violence or discrimination against any of our guests or employees. We are committed to create a space where people from every background feel welcome and respected, no matter who they are, where they come from, how they worship, or whom they love.

Proud Certified

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NON-REFUNDABLE RATES

In the case of Reservations with a Discounted Non-Refundable Rate, the reservation will be charged in full at the moment of booking in order to be confirmed. This reservations are non cancellable and non refundable.

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PARKING

Parking is available on street premises and free of charge. No parking spot can be reserved and is subject to availability. La Casa de María 11:11 is not responsible for any damage or loss to your vehicle.

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PAYMENT

For bookings made on flexible terms, a 50% deposit is required at the moment of booking. The remaining 50% must be paid upon arrival.

For non-refundable reservations full payment is required at the time of booking. Incidental charges incurred during your stay are charged upon check out. La Casa de María 11:11 accept the following payment forms:

Debit or Credit Card on Hotel premises: Visa, MasterCard, American Express, Diners Club.

Cash: Mexican Pesos (MXN) and United States Dollar (USD).

Wire Transfer (from Mexican Bank Accounts)

For Online Payments: Paypal

PET POLICY

La Casa de María 11:11 accepts guests traveling with dog and cats. No more than 2 pets are allowed per room or apartment and the guest bears full responsibility for any damage caused by their pet. Pets must be leashed in common areas. Due to hygienic reasons, pets are not allowed inside the swimming pools.

Is full responsibility of the reservation holder to cover the expenses to repair any damage and/or unexpected cleaning procedures caused by his pet or the pet of his guests or visitors.

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PHOTOGRAPHS & DESCRIPTIONS

Whilst care is taken to ensure that the description of facilities and services of La Casa de María 11:11 is accurate, facilities are continually being changed, upgraded, and on occasion taken out of service. If any feature/facility is essential to you in choosing a particular room or apartment, it is your responsibility to confirm with the property prior to making your booking that the feature/facility will be available during your stay.

To the extent permitted by law, La Casa de María 11:11 is not responsible or liable for any errors or changes to property or facility descriptions nor any differences between the photos of facilities and the actual condition of facilities. The actual look and feel of the room you occupy may differ from the image shown on the website. In addition, property images and floor plans are indicative only and actual rooms occupied may vary in décor, standard of finish or layout.

Any map images are for general information and may not reflect actual routings, locations or services. La Casa de María 11:11 is unable to guarantee the accuracy of destination shots and is not responsible for any works which may be underway outside the property.

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PHOTO IDENTIFICATION

A valid form of photo identification (ID) matching the name of the guest in the reservation must be presented at the time of check in. This is required in order to verify your identity for security purposes and to protect the credit card holder. A valid passport, driver’s license or proof of age card are all valid forms of photo identification accepted by La Casa de María 11:11. This ID may be photocopied and stored securely as record due to increasing credit card fraud. As per our privacy policy, any personal information contained on the collected identification will not be on-sold to any third party and will be carefully disposed of together with all other documentation relating to your stay at the end of the period when records relating to your stay may be lawfully disposed of by La Casa de María 11:11. If you are unable to provide photo ID on check-in your booking may be cancelled and you will be liable to pay La Casa de María 11:11 an amount equal to the full reservation cost and all prepayments you have made in relation to the reservation will be forfeited to La Casa de María 11:11.

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RATES AND CHARGES

All rates are per night per room/apartment and change according to season and/or availability.

Prices shown are in Mexican Pesos. All quoted rates are subject to change at any time until a booking confirmation is issued.

Quoted rates do not include transportation or other services or products including laundry, telephone, taxis, room service, meals, airport taxes, unless otherwise indicated.

RELEASE, INDEMNITY & APPLICABLE LAW

To the extent permitted by the law, you agree to release, indemnify and hold harmless, La Casa de María 11:11 against, from and in respect of all expenses, costs, liabilities, claims, actions, proceedings, damages, judgments and losses of any kind whatsoever (including but not limited to consequential and economic losses, property loss/damage and damages for injury, including personal injury and death) arising out of, caused by, attributable to or resulting from your booking or your stay at La Casa de María 11:11 except to the extent such expense, cost, liability, claim, action, proceeding, damage, judgment or loss arose out of, was caused by, attributable to or resulted from La Casa de María 11:11 negligence, wrongful act/omission or breach of these terms and conditions.

To the extent permitted by law the aggregate of La Casa de María 11:11 liability to you is limited to an amount not exceeding the amount paid by you for your booking.

Each indemnity in these terms and conditions is a continuing and independent obligation and survives the termination or expiry of these terms and conditions.

To the extent permitted by law, all conditions, warranties, guarantees, rights, remedies, liabilities and other terms implied or conferred by statute, custom or the general law that impose any liability or obligation on La Casa de María 11:11 are excluded under these terms and conditions.

For major failures with the service, you are entitled:

to cancel your service contract with us; and
to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

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RIGHT TO ENTRY ROOMS BY THE HOTEL

La Casa de María 11:11 may enter guest rooms at any time but will knock and call out to guest before entering. Room may be entered for a variety of reasons including room servicing, maintenance, repair, or if La Casa de María 11:11 has a legitimate cause for concern such disturbing noises from the room or if the in-house guest has not been seen or heard from over a period of time.

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ROOM ALLOCATION

In the unlikely event that La Casa de María 11:11 cannot provide accommodation at the reserved room or apartment, La Casa de María 11:11 will relocate you into an alternative room or apartment of comparable quality at no additional expense to you. If a room or apartment of comparable quality is not available, La Casa de María 11:11 may relocate you to a room or apartment of less comparable quality in which case La Casa de María 11:11 will pay you an amount which it represents the difference between the rate payable for the alternate room or apartment and the rate paid by you for the room or apartment booked.

Should you wish to be relocated to an alternative room or apartment other than the one booked, you will be required to pay any difference.

If La Casa de María 11:11 and you cannot agree on an alternative room or apartment then La Casa de María 11:11 will cancel your booking and will refund to you any prepayment you have made.

Specific rooms or apartments (within the type reserved) and floor allocations are subject to availability upon arrival and cannot be guaranteed. Higher and/or upgraded room types need to be reserved at time of booking.

ROOM CLEANING

All reservations include cleaning after departure. The rates do not include daily room cleaning service. Additional room cleaning service is available at additional charge and must be arranged at least one day in advance.

SEASONS

• High Season:
Summer, easter and national holidays.

• Premium Season:
December 15th – January 15th

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SECURITY AND LOSS PREVENTION

La Casa de María 11:11 accepts no liability for any personal possessions that are lost, stolen or misplaced whilst on premises. La Casa de María 11:11 has the right to refuse to store money, securities and valuable belongings, especially valuables and items of scientific or artistic value if they pose a threat to safety or their value exceeds the standard of the hotel or if they take up too much space

SMOKE-FREE POLICY

For the benefit of all of our guests, smoking inside our rooms or apartments is forbidden, help us in keeping a smoke-free space. Any evidence of violation to this policy is subject to a fine of MXN $1,500.00.

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SPECIAL REQUESTS

Any special request is subject to availability.

Requests for Bed sheets & Towels

A complimentary change of bed sheets and towels for a clean & fresh set is made once every seven (7) nights^*. Any additional request will have an extra cost. The request should be made one day in advance and is subject to availability.

*Except Ave Fenix Penthouse.

No requests for Toilet paper and trash bags Please note that are provided as a courtesy at the beginning of the reservation only, while we prepare the space for your arrival. This are not provided during the rest of the stay. Remember to include this items on your grocery shopping list.

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THIRD PARTY

La Casa de María 11:11 reserves the right to accept or reject any reservations made through an unauthorized third party.

Third party products or services are sometimes sold together with accommodation provided by La Casa de María 11:11. In such circumstances the third party is entirely responsible for supplying the products or services to you and any involvement La Casa de María 11:11 has in facilitating your booking with the third party is as the third party’s agent. La Casa de María 11:11 is not the supplier of these third party products and services, La Casa de María 11:11 is not liable for any failure by the third party to provide the products or services, nor for any act, error, omission, default or negligence of the third party.

All third party coupons, vouchers, receipts and tickets are issued subject to the terms and conditions specified by those third parties. La Casa de María 11:11 does not warrant the accuracy of any information, statements or representations made by third parties.

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TRAVEL INSURANCE

La Casa de María 11:11 recommends that all guests purchase comprehensive travel insurance at the time of booking. This insurance needs to be arranged by guests from an insurer selected by them at the guest’s expense. La Casa de María 11:11 recommends that such insurance should cover all relevant items including loss of prepayments through cancellation, loss or damage to personal baggage, loss of money and medical expenses.

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UNACCOMPANIED MINORS

All minor under the age of 18 must be accompanied by a responsible adult (parent or authorized guardian) during the whole stay. La Casa de María 11:11 reserves the right to refuse check in or evict any individual under the age of 18 that is not accompanied by a responsible adult. In such case the reservation will be cancelled and 100% of total charges set out in your booking confirmation will be payable by you. Any prepayment will also be forfeited.

USE OF INFORMATION & PRIVACY

When you make a reservation on our website www.lacasademaria1111.com and during your stay, information will be collected about you and your preferences in order to provide you with the best possible service. This information will be retained to facilitate your future stays, for analysis purposes and to communicate news and promotions to you from La Casa de María 11:11.

You may request to access or correct your personal data at any time by contacting us at hola@lacasademaria1111.com. For more information about how we manage all personal information of our guests, please refer to our Data Promise.