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Hotel Policies

It is understood that at the time of booking the guest knows and accepts in full the present internal regulations of Casa Santo Domingo being in agreement with all the points mentioned.  Any doubt, suggestion or claim in reference to this document must be sent by mail to hotel@casasantodomingo.com.gt and will be answered within the following 24 hrs. (Mon-Fri)

  • To make a reservation the guest must confirm availability with the Hotel Reservations Dept.  (Mon-Sat – from 8 am to 6 pm.)  If made through Internet or Email, these will be answered within the  following 24 hrs. (Mon-Fri)
  • In order to make the reservation, payment or guarantee of 100% of the total value of the stay is required and for this purpose you can make a bank deposit, money transfer or charge to your credit card.
  • When using a credit card to secure a reservation, a preauthorization will be made for the total amount of stay and it will be cancelled the moment the guest checks in and opens credit (this process might take approximately 15 days depending on the issuing Bank.
  • The room will be reserved for the guest who made the reservation and if this is for another guest, the person’s data and personal guarantee must be provided.
  • It is necessary to contact the Hotel directly to request rooms with specific details such as number of beds, non-smoking, accessible for wheel chairs, with terrace or balcony, panoramic view, etc. since these are confirmed according to availability.
  • With a maximum occupancy for 1 or 2 adults or 2 adults and 2 children (13 years of age or younger.)  If the number of guests travelling exceeds the maximum occupancy please book more than one room. 
  • Cancellations or Changes in the arrival/departure dates are not accepted.  If a guaranteed reservation does not check in on the confirmed date or has an early departure, full stay rate will be charged as per original reservation.
  • Room check-in time is at 3 pm.  Early arrivals are subject to the Hotel’s availability.
  • At the moment of your registration in the Hotel, it is indispensable to present Passport or ID per person and open credit.
  • Debit cards:
    • Are not accepted to guarantee a reservation since they generate inconvenience with pre-block of balance.
    • You can use it to cancel your bill at check out.
  • Guests must:
    • Cancel total account before departure.
    • Leave the keys to your room at the reception desk every time you leave or when you make an express check-out.  In case of loss, US$25.00 will be charged to the account.
    • Respect the dress code in different areas.
  • On the day of the scheduled departure the guest must vacate the room by 12:00 pm.:
    • If check-out is done after this time, and the Hotel has availability, you are in obligation of the payment of the price of the lodging corresponding to another day and/or to the surcharge established by late check-out.
    • If the Hotel has no availability, the luggage will be removed from the room and the room will be assigned to the next guest – this without assuming any responsibility.
    • Firearms are not accepted.
  • Guests are strictly prohibited from making loud/annoying noises, causing altercations, allowing entrance to musicians/other guests, entering any type of pets and in general, any act that disturbs other guests in the Hotel.
  • It is forbidden to deteriorate the furniture, decoration or property of the Hotel giving it an improper destination from its service.
  • It is not allowed to carry out any act that causes damages to the Hotel or to the guests or is contrary to decorum of social behavior.  The company reserves the right to terminate the hosting service in the event of a breach of the prohibition, therefore the guest is not entitled to a reduction in the lodging account or service received being also obligated to the payment of compensation for damages caused by his own actions.
  • Minors must be under the supervision of a parent or guardian at all times.
  • Sexual and/or commercial exploitation of children or adolescents is prohibited.
  • Use a moderate tone of voice in room or hallway areas.
  • Use courtesy, respect and good manners towards workers and other guests.
  • Entering restricted areas.
  • Entering food or beverages.
  • Entering the pool with objects that endanger your safety and the safety of other guests (e.g. glass…)
  • Entering or using drugs.
  • Entering pyrotechnic articles.
  • Entering firearms, explosive, inflammable, narcotic materials, or similar substances.  If youhave a weapon, you must report it and register it upon entry.
  • Prolonged stays of persons in the vehicle and/or in the area of the parking lot.
  • Feeding the birds.
  • Extracting flora or fauna species.

 

Hotel Museum Spa Casa Santo Domingo in provision of its hosting services, complies with what has been expressly agreed upon in accordance with the nature of accommodation and rules attached to the use and practice existing in ordinances and laws of the country.

CONDITIONS

  • The certificates are not redeemable for cash.
  • The original document must be presented at the time of entering the venue.
  • The credit card provided to guarantee the reservation will be charged with the total value of service if:
    • The original certificate is not presented at check-in or if guest doesn't check-in the confirmed date and/or a late cancellation is made.
  • Date restrictions apply.
  • Prior reservation is required and all confirmations are subject to availibility of venue (Restaurant, Canopy, Accomodations or SPA) at the time of requesting the space.
  • It is necessary to contact the Hotel directly to make any reservation.