Hotel Policies

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1. Services, Facilities, and All-Inclusive Plan

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When booking an all-inclusive stay, the guest accepts that the availability, operating hours, and number of restaurants, cafés, bars, pools, entertainment areas, shows, activities, and general services may vary during the stay.

These changes may depend on:

• Hotel occupancy.

• Season.

• Internal operations.

• Management decisions.

• Operating conditions.

Changes may occur without prior notice. During periods of low occupancy, the hotel may temporarily reduce the number of open restaurants, bars, or service points. During periods of high or full occupancy, it may expand food and beverage service points, operating hours, and service areas.

These adjustments are part of the hotel’s normal operations. By booking, the guest expressly accepts these possible variations.

The hotel agrees to maintain the contracted all-inclusive plan, providing food and beverages according to the category and conditions of the reserved service.

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2. Conduct, Safety, and Stay

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Guests must treat staff, other guests, and visitors respectfully throughout the hotel.

The following conduct is subject to the hotel’s internal safety and coexistence policies:

• Aggressive or violent behavior.

• Shouting or verbal insults.

• Inappropriate conduct.

• Theft.

• Any behavior that affects the peace, safety, or comfort of others.

In such cases, hotel management reserves the right to immediately remove the guest from the property without a refund.

By booking, the guest accepts these conduct rules and the decisions of the hotel’s security personnel and management.

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3. Room Type, Upgrades, and Check-In Changes

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The confirmed room type and rate are guaranteed once the reservation is completed.

If the guest requests an upgrade or a change to a higher-category room, a room with a better view, a luxury room, or an ocean-view room during check-in, the request will be subject to:

• Actual hotel availability.

• Occupancy at the time.

• Season.

• Current rate.

Superior rooms are not guaranteed to be available.

If an upgrade is available, any price difference must be paid directly to the hotel.

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4. Waiting Time for Guest-Requested Changes

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A room upgrade or change requires:

• Checking availability.

• Coordinating cleaning.

• Preparing and inspecting the room.

• Completing the assignment in the system.

This process may take between 1 and 3 hours.

By voluntarily requesting a change, the guest accepts this waiting period and may not file a complaint regarding delays resulting from this operational process.

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5. Force Majeure

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Events such as hurricanes, storms, earthquakes, weather phenomena, natural disasters, conflicts, health emergencies, or other force majeure events are beyond the control of Caribemos Travel.

In these circumstances, decisions regarding the following will be subject to the hotel’s policies and management decisions:

• Continuation of services.

• Relocation.

• Cancellation.

• Refunds.

• Credits for future stays.

Caribemos Travel will manage the corresponding requests with the hotel. However, the final decision belongs exclusively to the hotel’s management.

Travel insurance covering these types of events is recommended.

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6. Check-In, Check-Out, and Schedules

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• Official check-in and check-out times are determined by each hotel.

• This information will be provided when the reservation is confirmed.

• Early arrivals or late departures may result in additional charges payable directly to the hotel.

• Guests must present valid identification and their reservation confirmation during check-in.

7. Rates, Prices, and Availability

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• The listed prices are valid at the time of booking.

• Before final confirmation, the hotel may change rates without prior notice.

• Once the reservation is confirmed, the price is guaranteed.

• Rates may vary depending on the season, occupancy, and travel dates.

• Category changes requested during check-in will have a different price from the original reservation.

• Any upgrade will be charged according to the current rate and will be subject to availability.

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8. Cancellations and Refunds

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• Cancellation and refund policies are subject to the conditions of the reserved hotel.

• These conditions are shown before the reservation is completed and confirmed on the booking receipt.

• In the event of a no-show without prior notice, the hotel may charge the first night or the full stay, according to its policy.

• In cases of force majeure, the provisions stated in the corresponding section will apply.

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9. Timeshare Presentations and Marketing Activities

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• Vacation timeshare presentations are common marketing activities at all-inclusive hotels and tourist destinations in the Caribbean, Mexico, the Dominican Republic, Jamaica, and other destinations in the region.

• Participation is completely optional and voluntary.

• Guests are not required to attend or make any purchase.

• The staff conducting these presentations must maintain respectful and professional conduct at all times.

• The guest acknowledges that these activities may form part of the hotel’s commercial and promotional structure.

• The information provided is for informational purposes only and does not imply any purchase commitment.

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10. Special Rules for Spring Break and Peak Seasons

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During Spring Break, holiday periods, and special events, the hotel’s safety and conduct rules will be strictly enforced.

The following are strictly prohibited:

• Damaging hotel facilities or any property.

• Possessing or using illegal drugs.

• Excessive noise that disturbs other guests.

• Offensive or aggressive behavior.

• Any act that violates local laws or hotel policies.

The guest is responsible for any damage, expense, or penalty resulting from their behavior or the behavior of their companions.

In the event of non-compliance, the hotel may immediately remove the guest without a refund. When applicable, the hotel may report the incident to the appropriate authorities.

By booking, the guest accepts these special rules and the decisions of hotel management.

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General Information and Acceptance

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All reservations are subject to final confirmation by the hotel. Caribemos Travel acts as an intermediary and guarantees the management of the reservation.

Accommodation conditions are determined exclusively by the hotel.

By completing the reservation, the guest accepts all policies described above and the hotel’s general terms and conditions.

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Tours & Services  Polices​​

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Important Information — Please Read Before Booking

Punctuality and Pickup Times

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• Arrive at the indicated time.

• Transportation departs promptly at the scheduled time.

• There may be a brief 2–3-minute wait while all passengers are picked up.

• Thank you for your patience and understanding.

• We cannot wait beyond the scheduled departure time.

• Always follow the instructions of the guide, instructor, and tour representative.

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Lost Items

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• We are not responsible for belongings left behind in vehicles, parks, or visiting areas.

• Keep your personal belongings with you at all times.

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What to Bring

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• Comfortable walking shoes.

• Light, breathable clothing.

• Sunscreen.

• Hat or cap.

• Sunglasses.

• Towel.

• Swimsuit.

• Insect repellent.

• Reusable water bottle.

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Expenses Not Included in the Price

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• Marina permits and boarding fees.

• Admission fees to archaeological sites, parks, and protected areas.

• Local or government permits.

• Beverages, food, and personal expenses.

• Gratuities are not included.

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Gratuities

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• Guides, drivers, captains, and local staff depend on tourism for their livelihood.

• Gratuities are a way to thank them for their service and dedication.

• Gratuities are not mandatory, but they help support their families.

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Recommendation

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• Bring extra cash for direct payments at the destination.

• Thank you for supporting our local community.

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After the Tour

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• At the end of the tour, we will share a brief satisfaction survey.

• Your feedback helps us improve every day.

• Thank you for your time and trust.

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