Reservation Cancellation, Refund, and Modification Policy

 

Last updated: March 2026

 

1. Scope

 

This policy applies to reservations booked directly with Hotel Casa González through:

  • The official website.
  • Email.
  • Telephone.
  • Messaging services.
  • The front desk.
  • The Hotel’s direct reservation system.

Reservations made through travel agencies, digital platforms, or other intermediaries will be governed by the conditions accepted through those channels.

 

2. Reservations Made Through Travel Agencies

 

Reservations made through Booking.com, Expedia, Despegar, Hotels.com, or other agencies or platforms are subject to the cancellation, modification, payment, and refund conditions accepted at the time of booking.

Hotel Casa González cannot unilaterally modify those conditions.

Any change, cancellation, or refund request must be handled directly with the agency or platform through which the reservation was made, particularly when that company received the payment.

 

3. Direct Reservations During Regular Season

 

Unless the confirmation indicates a different rate condition, the guest may cancel a direct reservation without penalty by notifying the Hotel at least 48 hours before the established arrival time.

For purposes of this policy, the advance-notice period will be calculated using 12:00 PM (noon) on the arrival date as the reference time.

For example, if arrival is scheduled for Friday at 6:00 PM, the cancellation must be received no later than Wednesday at the same time to avoid a penalty.

 

4. Late Cancellation

 

When a cancellation is received less than 48 hours before the arrival date, the Hotel will apply the corresponding penalty in accordance with the reserved rate and the terms and conditions accepted at the time the reservation was made.

The penalty may be equivalent to one night’s accommodation or the total amount of the reservation, depending on the specific conditions of the rate booked.

The applicable cancellation policy and penalty must be expressly stated in the reservation confirmation sent to the guest.

 

5. No-Show

 

A no-show will be deemed to have occurred when the guest:

Does not arrive at the Hotel on the reserved date.
Does not cancel the reservation within the applicable period.
Does not notify the Hotel promptly of a delayed arrival.
Does not arrive before the deadline communicated by the Hotel.

In the event of a no-show, the penalty stated in the reservation confirmation will apply, in accordance with the rate booked and the terms and conditions accepted at the time of booking.

For refundable rates, the penalty may be equivalent to one night’s accommodation. For non-refundable rates, the total amount of the reservation may be charged.

The applicable conditions and penalties will be expressly indicated at the time the reservation is made.

 

6. High Season and Special Dates

 

During high season, special dates, high-demand events, or specifically identified periods, the guest may cancel without penalty by submitting the request at least 15 calendar days before the arrival date, unless the rate booked establishes different conditions.

These periods may include:

  • Day of the Dead.
  • Formula 1 Mexico City Grand Prix.
  • Christmas and New Year’s.
  • Holy Week.
  • Official long weekends.
  • Public holidays.
  • Special events or high-demand dates.

The Hotel must indicate in the confirmation whether the reservation falls within high season and specify the exact deadline for cancellation without penalty.

 

7. Non-Refundable Rates and Promotions

 

Rates identified as:

  • Non-refundable.
  • Full prepayment.
  • Special promotion.
  • Package.
  • Group.
  • Event.
  • High-season rate.

may be subject to different conditions.

These conditions must be shown to the guest before payment and included in the reservation confirmation.

When a rate is non-refundable, this must be expressly stated before the guest makes the payment.

 

8. Modification of Dates

 

Requests to modify the dates of a direct reservation will be subject to:

Availability.
The rate in effect for the new dates.
Price differences.
The conditions and restrictions of the originally booked rate.
The applicable cancellation policy.
The season and occupancy level.

For reservations with a refundable rate, modification requests must be submitted at least 48 hours before the arrival date. Requests received after this deadline may be subject to the penalty established in the reservation confirmation.

Reservations with a non-refundable rate do not permit changes or refunds unless expressly authorized by the Hotel. If a modification is authorized, rate differences, additional charges, or special conditions may apply.

The modification will not be considered confirmed until the Hotel sends a new written confirmation.

If the rate for the new dates is higher, the guest must pay the difference.

If the new rate is lower, the difference will not be refunded unless the specific conditions of the reserved rate or the confirmation issued by the Hotel expressly provide otherwise.

 

9. Modification of the Guest’s Name

 

A name change will be subject to verification and must be requested before arrival.

The Hotel may require:

  • Confirmation from the original reservation holder.
  • Identification.
  • Details of the new guest.
  • Verification of the payment method.
  • Additional authorization for fraud-prevention purposes.

 

10. Early Departure

 

When a guest decides to end their stay before the confirmed departure date, the conditions of the booked rate and the policies accepted at the time the reservation was made will apply.

For reservations with a refundable rate, any refund for unused nights will be subject to compliance with the applicable cancellation period, including at least 48 hours’ advance notice. If this notice period is not met, the charge or penalty stated in the reservation confirmation may apply.

For reservations with a non-refundable rate, unused nights will not be refunded, and the total amount of the reservation may be charged.

In all cases, the specific rate conditions and the terms and conditions accepted by the guest at the time of booking will prevail. These conditions must be stated in the reservation confirmation.

 

11. Cancellation Requests

 

Direct reservations must be cancelled through:

  • Email: info@hotelcasagonzalez.com
  • Telephone: +52 55 5514 3302
  • Another method expressly authorized in the confirmation.

The request must include:

  • Guest’s name.
  • Reservation number.
  • Stay dates.
  • Email address used to make the reservation.
  • Reason for the request, when applicable.

The cancellation will only be considered confirmed when the Hotel sends a written acknowledgment or cancellation number.

 

12. Refunds

 

When a refund is applicable, it will preferably be issued through the same method used to make the payment, unless there is an operational or legal reason to use another method.

The refunded amount may be subject to:

  • Expressly accepted penalties.
  • Non-recoverable third-party charges, when legally applicable.
  • Exchange-rate differences attributable to the bank or card issuer.
  • Processing times established by Openpay, PayPal, or Stripe and financial institutions.

The Hotel will not charge a penalty other than the one disclosed in the reservation and in this policy.

 

13. Refund Processing Period

 

Once authorized, the Hotel will request the refund within a maximum period of seven business days.

Final crediting of the refund may take longer depending on:

  • Openpay, PayPal, or Stripe.
  • The acquiring bank.
  • The issuing bank.
  • The type of card.
  • The financial institution’s processing procedures.

The Hotel will inform the guest when the refund has been requested but cannot control the final bank processing time.

 

14. Duplicate Payments

 

When a duplicate charge has been confirmed, the Hotel will verify both transactions and process a refund for the improper payment.

The guest must provide:

  • Name.
  • Approximate date.
  • Amounts.
  • Last four digits of the card.
  • Available references or receipts.

The Hotel will never request the security code or online banking password to investigate a duplicate charge.

 

15. Cancellation by the Hotel

 

If the Hotel is unable to provide a confirmed service for a reason directly attributable to the establishment, it will offer, as appropriate:

  • A reasonable alternative.
  • A change of date accepted by the guest.
  • A refund of the amounts paid for the service that was not provided.

The foregoing will apply without prejudice to the rights granted under applicable law.

 

16. Force Majeure

 

When the stay or service cannot be provided because of events beyond the reasonable control of the parties, the Hotel will review the available alternatives in accordance with:

  • Applicable law.
  • The rate booked.
  • The specific circumstances.
  • Services that have already been provided.
  • Payments recoverable from third-party providers.

This section does not limit the consumer’s non-waivable rights.

 

17. Contact

 

Hotel Casa González

69 Río Sena, Colonia Cuauhtémoc, ZIP Code 06500, Mexico City.

Telephone: +52 55 5514 3302

Email: info@hotelcasagonzalez.com