Confirmation and Service Delivery Timeframes
Last updated: March 2026
1. Purpose
This document outlines the estimated operating timeframes for confirming payments, reservations, modifications, cancellations, invoices, and other services requested from Hotel Casa González.
These timeframes may vary when the request:
- Is received outside administrative hours.
- Requires bank verification.
- Depends on an agency or external service provider.
- Contains incomplete information.
- Is received during a weekend or public holiday.
- Requires additional security review.
2. Confirmation of Reservation Requests
Submitting a request does not guarantee availability and does not, by itself, constitute a confirmed reservation.
The reservation will be considered confirmed when the Hotel sends the guest a written confirmation that includes, as applicable:
- Reservation number or reference.
- Dates.
- Room type.
- Rate.
- Payment conditions.
- Applicable cancellation policy.
Requests received during administrative hours will be handled within a maximum period of two business days.
Requests received outside these hours may be handled on the following business day.
3. Confirmation of Card Payments
After completing a payment through Openpay, PayPal, or Stripe, the guest may receive an electronic transaction receipt.
The Hotel will verify:
- Transaction status.
- Amount.
- Currency.
- Reference.
- Payment description.
- Correspondence with the reservation.
Approved payments will be verified and associated with the reservation within a maximum period of two business days.
A payment receipt does not replace the written reservation confirmation.
4. Pending Payments or Payments Subject to Review
If a payment appears as pending, under review, or unidentified, the Hotel may request additional information.
The guest should not repeat the payment without first verifying its status.
The Hotel will communicate the result of the review within a maximum period of three business days, unless the resolution depends on Openpay, PayPal, Stripe, or a banking institution.
5. Declined Payments
When a payment is declined, the service will not be considered paid or confirmed through that transaction.
The guest may:
- Try another payment method.
- Verify the information provided.
- Contact their bank.
- Contact the Hotel.
For security reasons, the Hotel may display the general message “Card declined” without disclosing sensitive banking information.
6. Modifications
Modification requests will be subject to availability and the applicable rate conditions.
Requests will be answered within a maximum period of two business days.
A modification will only be valid once the guest receives a new written confirmation.
7. Cancellations
The Hotel will acknowledge receipt of cancellation requests submitted through the authorized channels.
The cancellation acknowledgment will be sent within a maximum period of two business days.
The effective date and time used to calculate any penalty will be the date and time when the Hotel receives the complete request, unless the confirmation states otherwise.
8. Refunds
When a refund is applicable:
- The Hotel will review the request.
- It will confirm the authorized amount.
- It will submit the refund instruction to Openpay, PayPal, Stripe, or the corresponding service provider.
- It will inform the guest once the refund has been requested.
Timeframes subject to approval:
- Review of the request: up to seven business days.
- Submission of the authorized refund: up to an additional seven business days.
- Bank processing: depends on Openpay, PayPal, Stripe, and the issuing bank.
The Hotel cannot guarantee an exact crediting date when the process depends on external financial institutions.
9. Invoicing
Invoices will be issued after the payment has been verified and complete tax information has been received.
Requests received on business days will be handled within a maximum period of two business days.
Requests received on weekends or public holidays will begin to be processed on the following business day.
10. Provision of Accommodation Services
The service will be provided on the dates and under the conditions stated in the confirmation.
The guest must arrive on the scheduled arrival date with:
- Official identification.
- Reservation confirmation.
- Payment method or guarantee, when applicable.
The applicable times are:
- Check-in: 4:00 PM
- Check-out: 12:00 PM (noon)
Early check-in and late check-out are subject to availability and may incur additional charges.
11. Additional Services
Additional services, events, food services, transportation, or special requests will be subject to:
- Availability.
- Operating hours.
- Prior confirmation.
- Specific conditions.
- Required payments or deposits.
The applicable timeframe will be stated in the corresponding quotation or confirmation.
12. Administrative Hours
Administrative hours are:
- Monday through Friday: 9:00 AM to 2:00 PM.
- Saturdays, Sundays, and public holidays: service is subject to the availability of administrative personnel.
The Hotel’s front desk operates 24 hours a day, but certain administrative, tax-related, or refund requests can only be processed during business days and administrative hours.
13. Contact
To verify a reservation, payment, or request:
- Telephone: +52 55 5514 3302
- Email: info@hotelcasagonzalez.com