Terms and conditions

Thank you for choosing Hotel Casa Moctezuma for your stay! We want to ensure you have all the necessary information regarding our Terms and Conditions when booking with us.

  1. Check-in and Check-out Times: Check-in time is from 3:00 p.m. onwards, and check-out is until 12:00 p.m. Please respect these times to facilitate room cleaning and preparation.
  2. Required Documents: Upon check-in, all guests must present a valid photo ID and a credit or debit card in their name.
  3. Minimum Age: The minimum age required for check-in is 18 years old. Minors must be accompanied by an adult.
  4. Pet Policy: We regret to inform you that pets are not allowed on our premises.
  5. Parking: Please note that we do not have parking available for our guests. We recommend checking nearby options for parking your vehicle.
  6. use of Personal Information: By using our services, you agree that we may collect, use, and store your personal information in accordance with our Privacy Policy. This information may include your name, address, phone number, email address, payment information, and personal preferences. We use this information to process bookings, improve our services, send communications related to your stay, and offer special promotions. Your personal information will never be sold, shared, or rented to third parties without your consent, unless required by law or in the normal course of providing our services (e.g., processing credit card payments).

By accepting these terms and conditions, you expressly consent to the use of your personal information as outlined above. If you have any questions or concerns about the use of your personal information, please contact us through the means provided on our website. Upon completion of the booking process, guests agree to comply with the hotel’s internal regulations and to respect and act in accordance with the terms and conditions stated above. Casa Moctezuma disclaims any responsibility in the event of misunderstandings on the part of the guest caused by the guest’s failure to carefully read this document. By making a reservation, you automatically accept our terms and conditions.

We appreciate your understanding and look forward to providing you with an unforgettable experience at Casa Moctezuma.

Thank you for choosing Hotel Casa Moctezuma for your stay! We want to ensure that you have all the necessary information about our cancellation and refund policies:

Reservation Policies:

All rates published on our website casamoctezuma.com are rack rates. That is, they are the maximum rates charged per room at any time of the year. The rates already include VAT.

All lofts, suites, and/or studios are subject to availability unless the guest has guaranteed their reservation by making a deposit, transfer, or by phone with a credit card. Until this requirement has been met, the loft, suite, and/or studio will be available for sale and prices and/or promotions are subject to change without notice.

We recommend that all people interested in booking a loft, suite, and/or studio read the Cancellation, Modification, and Refund Policies section carefully before proceeding to book their room.

Cancellation, Modification, and Refund Policies of Reservations:

Free Cancellation:

If you cancel your reservation at least 15 days before the arrival date, no charges will apply, and the amount of your reservation will be refunded if you have made a deposit.

Late Cancellation:

Cancellations made before 10 days of the arrival date will be subject to a charge of 50% of the total cost of the reservation.

Last Minute Cancellation:

For cancellations made within 7 days prior to the arrival date, the total amount of the reservation will be charged.


If you wish to modify or cancel your reservation, please contact one of our reservation agents immediately by phone or email. Any modification to the reservation dates is subject to availability and may have an additional cost.

No Show:

In case of a no-show without prior notice, the total amount of the reservation will be charged, and the room will be considered available for other guests after the first night of the reservation.

Group Policy:

Special cancellation policies apply for bookings of more than 4 rooms. We recommend that you contact our team for detailed information.

-A group is considered from 4+ reserved rooms.
-To confirm a group reservation, a credit card guarantee is required.
-Free Cancellations: Cancellations are allowed free of charge up to 30 days before the arrival date.
-Late Cancellations: Cancellations made within 15 days before arrival will incur a charge of 50% of the total stay cost.


Refunds will be processed within 7 business days after cancellation, and the exact time for the money to appear in your account will depend on your financial institution.

Intermediary Reservations:

If you have made your reservation through an OTA (booking, expedia, hotels.com, etc.), a travel agency, or another independent means of the hotel, it is important to clarify that the Reservation, Cancellation, and Refund policies are subject to the same application. That is, you must communicate directly with the intermediary.


For any inquiries and/or clarifications, please contact one of our reservation agents via email at reservaciones@casamoctezuma.com or by calling 55 5433 0576.