Policies, terms and conditions

Welcome to the Policies, Terms and Conditions that apply to the MBH Maya Bacalar website and to every person who stays at MBH Maya Bacalar (guest). By accessing this website or staying at MBH Maya Bacalar, regardless of the booking channel, you accept all of these terms of use without limitation or exception.

Check-in / check-out, prices and rates

An additional Environmental Sanitation Fee (Derecho de Saneamiento Ambiental) equal to 0.5 UMA per room, per night, applies. This amount is set by the local authority and may change without notice. It must be paid in cash on arrival (check-in) at the hotel and is not included in the room rate.

• Check-in time is 3:00 pm.
• Check-out time is 11:00 am.
• If you need an invoice (CFDI) for your stay, request it at check-in by filling out this form: https://app.mbhmayabacalar.com/facturacion/hospedaje. Otherwise MBH Maya Bacalar will not be able to process the request.
• To request an invoice for restaurant charges, go to: https://app.mbhmayabacalar.com/facturacion/restaurante.
• Late check-out: subject to availability, considered from 12:00 pm and never later than 2:00 pm; ask the front desk or write to reservaciones@mbhmayabacalar.com for the rate. The hotel reserves the right to vacate the room according to the day's needs and reservations secured by other guests. If check-out does not take place before 2:00 pm, one night at the daily rate will be charged.
• The hotel will ask for a credit card at check-in to guarantee any damage, uncovered charges or any other balance the guest may incur during the stay, and will charge that amount to the card registered at check-in.
• Prices are in Mexican pesos (MXN) or their equivalent in US dollars. The exchange rate is posted at the front desk.
• Room prices may vary depending on the number of guests, room type, length of stay, season and services requested.
• We accept cash (Mexican pesos or US dollars), debit or credit cards, Apple Pay and online payments through the website.
• Rates published on the MBH Maya Bacalar website are per night.
• Promotional rates are valid only when booking through our website or call center, and cannot be changed or cancelled.
• Children are considered as such up to 12 years of age.
• Rates do not include Value Added Tax (IVA), the Lodging Services Tax (IPSH) or other government charges.
• Room rates are correct at the time of publication and may change without notice.

Deposit (open voucher)

At check-in, a credit card will be requested to guarantee your stay at MBH Maya Bacalar. If you arrive with a pet, a $1,000.00 MXN security deposit is required, refunded at check-out as long as housekeeping does not report any damage or dirt inside or outside the room.

Reservation and stay policies

To make a reservation, we will collect personal and contact details and the exact dates of your stay through our website or by calling +52 993 274 6715. Full payment of the stay is required to secure your reservation. If the guest prefers to pay at the hotel, 100% of the accommodation total must be paid at check-in.

The hotel charges local taxes (IPSH) of 5% on the reservation price, plus 16% Value Added Tax (IVA).

Only the person(s) who completed the check-in process are considered guests of MBH Maya Bacalar. The guest agrees to abide by this document in order to maintain harmony and respect for the hotel's facilities, furniture and property.

The guest is responsible for any damage caused to the hotel's facilities, furniture and property during the stay, which entitles the hotel to take the necessary measures to uphold the general interest of keeping other guests at peace and the hotel running smoothly.

The guest is responsible for the misuse or loss of any room item or linen (towel or sheet) and must pay for it at check-out, as follows:

The guest must accept these Policies, Terms and Conditions at check-in. This document entitles MBH Maya Bacalar to remove any guest who does not respect the established rules.

Pet-friendly policy

At MBH Maya Bacalar pets are welcome; we accept dogs and cats. One pet is allowed per reservation, small and medium breeds only (up to 25 kg). The hotel charges a non-refundable fee of $400.00 MXN plus IVA per night, which covers deep cleaning and disinfection of the room.

• Your pet may stay in the room as long as it meets all national health requirements.
• Pets must be on a leash at all times on hotel grounds, except inside the room.
• Pets must be accompanied in the room at all times by at least one adult.
• Any disturbance pets may cause, such as barking, must be kept in check to ensure the comfort of other guests.
• Guests assume full responsibility and release the hotel from any claim or lawsuit arising from damage the pet may cause to the property. The hotel reserves the right to charge the cost of any such damage or injury.

Seasons

• High season: July 10 – August 20, December 1 – January 31, Holy Week and Easter, and Mexican public holidays according to the Mexican calendar.
• Low season: the rest of the year.

Change, cancellation and no-show policies

• To change the date of your reservation, notify us through our contact channels, by email or by phone, with your reservation details.
• Changes must be requested at least 2 days before your arrival date in low season, and at least 14 days before in high season.
• Changes are subject to the hotel's availability.
• By confirming your reservation with a credit/debit card or online payment, you accept these Policies, Terms and Conditions and acknowledge that no refund or credit will be issued for legal reasons, missing travel documents, missed flights or family emergencies, including any inconvenience or complication that may arise.
• The guest is responsible for the consequences of delays or confusion and for the charges for not showing up on the arrival date.
• No credit will be issued for departures earlier than the date on the reservation.
• If the guest does not arrive on the check-in date, a "No-Show" charge for the amount of the reservation, plus local taxes, will be applied to the credit/debit card.
• If the guest arrives later within the reservation dates, the hotel will charge the full amount of the reservation.

Changes or cancellations not made in due time and form will incur a penalty equal to the full deposit, charged to your credit/debit card.

Overbooking

If our rooms are oversold due to errors in MBH Maya Bacalar's computer systems or in the channels that sell our rooms: if the reservation has been paid, MBH Maya Bacalar will refund the applicable amount; if it was pending payment, it will be cancelled. In either case, MBH Maya Bacalar will not be liable for any further compensation.

Use of hotel services

Our rooms require at least 1 adult and hold up to 2 or 4 people, depending on the room type. Children are considered as such up to 12 years of age. If a reservation does not meet these occupancy limits, MBH Maya Bacalar may deny access to the room.

Some hotel services are free while others carry a minimum fee. Please confirm when booking or contact us to avoid confusion. The hotel is not and will not be liable for any loss of or damage to property owned by or in the custody of the guest or their clients, employees, agents, contractors or outside suppliers. Safes are provided at the guest's own risk, and the hotel accepts no liability for their contents. Items left behind at the hotel will be kept by MBH Maya Bacalar for 30 calendar days; however, the hotel is not responsible for them, and the guest must collect them at the hotel within that period.

Hotel services are available at the following hours:

• Kayaks, pontoons, paddle boards and bicycles: 7:00 am – 7:00 pm.
• Access to the Bacalar lagoon: 7:00 am – 7:00 pm.

Common areas and hotel services

Use of MBH Maya Bacalar's facilities and services is at the guest's own risk, and the hotel will not be liable for any situation that may arise.

The following may not be brought into the hotel:

• Non-domestic animals, and pets larger than small/medium breeds (up to 25 kg).
• Pillows, sheets, comforters or other bedding.
• Heating and/or cooking appliances or equipment.
• Outside food and drinks other than from our restaurant.
• Sound systems and large speakers.

MBH Maya Bacalar reserves the right to remove and/or confiscate any of the items above found in any room, immediately and without notice, and to charge the costs incurred in doing so.

In keeping with MBH Maya Bacalar's general rules of conduct, guests must take particular care to avoid behavior we reasonably consider inappropriate, including but not limited to:

• Making disturbing noise, causing altercations, bringing in musicians or non-native animals, and in general any act that disturbs or inconveniences other guests.
• Drunkenness or unruly behavior.
• Smoking inside the rooms.
• Using the rooms for gambling prohibited by law or for gatherings that disturb public order.
• Lodging in the room a number of people different from those registered at check-in. Where applicable, and if the room's occupancy limit is not exceeded, the "extra person" daily rate for that room must be paid at the front desk.
• Damaging the hotel's facilities, furniture and property by using them other than as intended.
• Any act that causes damage or harm to the hotel, other guests or any hotel employee, or that is contrary to the decorum of good coexistence.

MBH Maya Bacalar reserves the right to immediately terminate your reservation and those of your group members if we (acting reasonably) consider your conduct a breach of this clause.

If we cancel your reservation, you will be required to leave your accommodation immediately. You will be responsible for any damage or loss caused by you or a member of your group, and full payment for it must be made before you leave. If you are unable to pay, you will be responsible for any claim (including legal costs) subsequently brought against us as a result of your actions, together with all expenses we incur in pursuing any claim against you.

Our obligations to you end when the reservation is terminated. We will have no obligation to refund the lost accommodation and are not responsible for expenses or costs incurred as a result of the termination.

We may send you news and information about special offers and promotions by electronic means. Every message we send includes an unsubscribe link if you do not wish to receive these emails. MBH Maya Bacalar will not share your data with third parties. These Terms and Conditions are governed by and construed in accordance with the laws of Mexico.