Hotel policies
Reservations, cancellations, arrival and departure, pets and house rules.
These policies apply to reservations and stays at Hotel Aurelia (“Aurelia”), located at Valentín Gómez Farías 17, C.P. 48980, San Patricio Melaque, Jalisco, Mexico.
For questions or complaints, call us at +52 315 355 6335, message us on WhatsApp at +52 33 1129 6816 or write to aurelia.melaque@gmail.com.
The essentials
Check-in from 3:00 pm; check-out by 12:00 noon.
Flexible and Standard rates: cancel free of charge up to 72 hours before arrival (14 days in high and AAA seasons).
Non-refundable and promotional rates: paid in full at booking, with no refunds or date changes.
Rates do not include taxes (16% VAT and 5% lodging tax), unless stated otherwise. The total including taxes is shown before you confirm your reservation.
Smoking is not allowed inside the rooms. Quiet hours from 10:00 pm to 8:00 am.
Pets are not allowed, except for exceptions agreed with the hotel.
1. Reservations and payment
Flexible and Standard rates. To book, we ask for a credit or debit card as a guarantee. Payment for the stay is made on arrival.
Non-refundable and promotional rates. Payment in full is made when the reservation is confirmed. Without full payment, the reservation is not confirmed.
High and AAA seasons. During the dates described in section 2.3, all reservations, regardless of rate, require payment in full at confirmation.
Taxes. Rates do not include taxes (16% VAT and 5% lodging tax), unless stated otherwise. Taxes are added to the total of your reservation and of any additional charge. The total including taxes is shown before you confirm your reservation.
Dynamic rates. Our rates change with season, demand and availability. When you book, you lock in the rate in effect at that moment.
If the price later goes down, the difference is not refunded.
If the price goes up, you are not charged the difference.
If you change your dates, the rates in effect apply and you cover any difference.
Currency. Any refund is made in Mexican pesos (MXN) for the amount received on the day of payment.
Invoices. If you need a Mexican tax invoice (factura), request it within the month of your stay.
Third-party bookings. If you booked through an agency or platform, the conditions of the rate you purchased apply.
2. Changes and cancellations
All deadlines are counted from 3:00 pm on the day of arrival, hotel local time.
2.1 Flexible and Standard rates
These conditions apply only if you chose one of these two rates when booking.
You may cancel free of charge up to 72 hours before arrival.
Within the 72 hours before arrival, or if you do not show up (no-show), the first night is charged to the guarantee card. The charge is made manually.
Date changes are subject to availability.
If you cancel, leave early or do not show up once the stay has begun, unused nights are non-refundable and do not generate credits or vouchers.
2.2 Non-refundable and promotional rates
No refunds or date changes, in any season.
No-shows, early departures and nights cancelled during the stay do not generate a refund, credit or voucher.
Exception: if you cancel at least 72 hours in advance (14 days in high and AAA seasons), you may convert the full amount of your reservation into a voucher, under section 4.
2.3 High and AAA seasons
We have three seasons: low, high and AAA. Exact dates are confirmed at the time of booking.
AAA season: from December 25 to the first working Monday of January, and Holy Week and Easter.
High season: the winter season (December to March, outside the AAA dates), summer holidays and long weekends.
Low season: the rest of the year.
In high and AAA seasons:
Payment in full at booking.
Free cancellation up to 14 days before arrival.
Within the 14 days before arrival, the first night is retained and the rest is refunded, if applicable.
Non-refundable and promotional rates follow section 2.2.
2.4 Extending your stay
You may extend your stay subject to availability. The room’s current rate applies, which may differ from the rate you booked.
3. Arrival, departure and occupancy
Check-in: from 3:00 pm. Check-out: by 12:00 noon.
On arrival, please present an official photo ID and the card you left as a guarantee.
Early check-in and late check-out. Both are subject to availability and must be confirmed by the hotel in writing.
Early check-in: between 9:00 am and 3:00 pm, 50% of the nightly rate plus taxes is charged. Before 9:00 am, the full previous night is charged.
Late check-out: until 3:00 pm, 50% of the nightly rate plus taxes is charged. After 3:00 pm, the full night is charged.
The charge is made to the guarantee card.
We are happy to store your luggage before check-in or after check-out.
Occupancy, children and beds. Minors must always be accompanied by a responsible adult. Each room’s maximum occupancy, the ages that count as children, and the availability and cost of extra beds or cribs are shown with the rate and room you choose when booking, and form part of the conditions of your reservation.
4. Vouchers
When a non-refundable rate is converted into a voucher under section 2.2:
Its value is the full amount of the original reservation.
It is valid for 6 months from the original arrival date, with no extensions.
It may be transferred to another person by notifying us from the same email address used for the reservation, so that we can validate the new holder.
It cannot be combined with other promotions or exchanged for cash.
Any balance remaining after redemption is neither refunded nor credited.
Lost or stolen vouchers are not reissued.
Late cancellations, no-shows and early departures are not eligible.
5. House rules
No smoking. Smoking is not allowed inside the rooms. If smoking is detected, a deep-cleaning fee of MXN 2,500 is charged.
Quiet hours. From 10:00 pm to 8:00 am. Speakers or music audible outside the room are not permitted, nor are parties or events without prior authorization.
Pets. Pets are not allowed. Ask us about possible exceptions before booking. Assistance dogs are welcome.
Kitchen or kitchenette. If the kitchen or kitchenette is left with dirty dishes or needs extraordinary cleaning, a cleaning fee applies.
Visitors. Visitors must check in at the front desk and may not stay overnight without paying the corresponding rate.
6. Pool
The pool is for registered guests only; visitors may not use it.
You may use it during the hours posted at the front desk.
There is no lifeguard: you use the pool at your own risk.
Minors must always be supervised by a responsible adult.
For safety, glass containers and objects are not allowed in the pool area, and running and diving are not permitted.
Please shower before entering and wear swimwear.
Loungers may not be reserved with towels or personal items.
Speakers or music audible to other guests are not permitted.
7. Beach
The beach in front of the hotel is public and has no lifeguards: swimming in the sea is at your own risk.
Follow warning flags and any guidance about currents and surf, and avoid swimming at night or after drinking alcohol.
Minors must always be supervised by a responsible adult.
If we lend you beach towels, please return them at the end of your stay; lost or damaged towels are charged.
8. Parking
We have private parking for guests, with limited spaces subject to availability. We recommend requesting it when you book.
The hotel is not responsible for damage to or theft of vehicles or items left inside them.
9. Liability
Safe. Rooms have an individual safe, free of charge, which you operate with your own code. We recommend keeping documents, cash, jewelry and electronic devices in it. The hotel is not responsible for what you keep in it or for valuables left outside it.
We are not responsible for the loss of or damage to personal belongings, except in cases of intent or negligence on our part.
Damage caused by the guest (wine stains, burns, cuts, among others) is charged to the guarantee card, with prior notice and photographic evidence.
We are not responsible for injuries that occur outside our premises or for situations arising from tours or outings booked with third parties.
We reserve the right of admission and continued stay on objective grounds: conduct that endangers the safety or peace of other guests, or failure to comply with these policies.
10. Special circumstances
In the event of extreme weather (such as hurricanes or tropical storms), road blockades or other causes beyond the parties’ control, please contact us. We will review each documented case individually, without this guaranteeing a refund on non-refundable rates.
11. If we are unable to provide the service
If, for reasons attributable to the hotel, we cannot accommodate you on the dates of your confirmed reservation, we will let you know as soon as possible and offer you accommodation at an establishment of similar or higher category, covering any additional cost and transfer. If you do not accept the alternative, you may choose a full refund of what you paid for the affected nights or reschedule your stay at no charge, keeping the original rate. This policy applies to all rates.
12. Privacy
The processing of your personal data is governed by our Privacy Notice, which is provided to you when you book.
This is a translation for convenience. In case of discrepancy, the Spanish version prevails.