Hola from Isla Mujeres,

Thank you for choosing to spend your vacation with at Casa de los Suenos,
we appreciate your business.
We pride ourselves in extraordinary personal customer service and are
here to make sure your stay with us is perfect.
Again thank you for choosing to stay with us. We look forward to welcoming
you to Casa de los Suenos and Isla Mujeres. If there is anything else we
can do to make your stay perfect, let us know and we will do our best to
make it happen.
Regards,
Cancellation Policy
There will be no refunds given or credits issued for cancellations during
designated holiday periods. These periods are:
CHRISTMAS and NEW YEARS (December 14 through January 3)
THANKSGIVING (November 15 through November 30)
EASTER (10 prior to Easter through 5 days past Easter)
For all other reservations, we will refund your full deposit (rooms – or rooms
and taxes), less any bank charges, if you cancel 7 days in advance of
arrival.
We do not issue refunds for flight cancellations under any circumstances.
We do not issue refunds for cancellations made within 7 days of arrival
date.
There are no refunds or credits issued for early checkouts, or reservation
changes within 14 hours of arrival that reduce nights stayed.
We do allow you to transfer your reservations to other friends or families up
to one week prior to arrival.
There are no refunds issued due to bad weather or hurricanes; including
any inconvenience or complication caused by a hurricane’s direct hit, near
miss, or significant threat of a hurricane strike. Hurricanes are by nature
unpredictable and acts of God. We strongly recommend Travel Insurance
for these types of unforeseen events. In the event that a Tropical Storm or
Hurricane warning is ‘issued’ for Isla Mujeres and Casa de los Suenos is
notified that it must evacuate its guests, we will issue you with a credit 1)
equal to your paid deposit if you have not checked in; or, 2) equal to the
unused balance of your reservation if it is necessary to close the hotel. This
credit will be valid for up to one year from the date of issue. The credit will
be issued by us even if you carry Travel Insurance.
Casa de los Suenos is not liable for any damages caused mentally or
physically as a result of, or in connection with:
Any delays or cancellation due to illness, flight cancellations, etc. In the
event of a traveler becoming ill during a vacation, or having to cut their
vacation short, all hospital and medical expenses are the traveler’s
responsibility and said traveler Monetary crises, social unrest, political,
labor problems, economic changes, electrical outages due to weather,
mechanical maintenance or construction difficulties, for any claims, losses,
damages, costs, expenses, delays or loss of enjoyment, of any nature or
kind whatsoever resulting from events beyond our or a supplier’s
reasonable control, including but not limited to hurricanes, mudslides,
earthquakes, flight cancellations or changes, strikes, labor disputes,
lockouts, threats or acts of terrorism, acts of war or declared war,
hurricanes or weather conditions, diseases or epidemics/pandemics, novel
or unexpected conditions and local laws. Absence of travel documents,
visas, passports, health certificates where required. Casa de los Suenos is
not responsible for advisement of travel and entry requirements.
Loss of items that are not secured in the hotel safe, or for losses incurred
when rooms are not locked.
Thank you for booking with us! We look forward to seeing you.
Kind Regards,
Casa de los Sueños