Terms and conditions

General

Please take time to read these terms and conditions governing the HotelMousai.com website. By accessing this website, you agree to accept, without limitation or exceptions, all of these terms and conditions of use.

Rates

Room rates shown on the Hotel Mousai website are charged on a per room, per night basis.
All rates quoted in US dollars will be converted into local currency (MXP) upon settlement.
All rates include Tourism Levy and/or any other applicable government taxes.
Room rates and details are correct at the time of publication and are subject to change without notice.

Reservations

Bookings may be made online at www.hotelmousai.com, through our call center, or by calling 1 800 931 4613 (US/CAN).
Reservations are required prior to arrival.
Reservations are only valid with a Guarantee Deposit.
Reservation inquiries are not confirmed automatically and will be replied to within 2 working days.
All reservations made via Hotel Mousai’s official website require presentation of the same credit card used to confirm the booking, as well as a valid government-issued ID, at check-in. This policy is mandatory to ensure the security and exclusivity of your experience.

Hotel + Flight Reservations

Flight and accommodation booking policy

MAARLAB RETHINKING SLU, with tax identification number B76811868, ATOL licence number 12023 and registered address at C/ Ramón y Cajal, 53, Santa Cruz de Tenerife (Tenerife), acts as a travel agency organising combined flight + hotel packages, in accordance with Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Protection of Consumers and Users and other complementary laws.

The following are the conditions applicable to combined travel bookings (flight + hotel) managed by MAARLAB through the booking engine enabled on this site:With regard to air travel· Non-refundable deposit.· Cancellation or modification of the contracted services may generate management and cancellation fees to be paid by the holder of the booking, as well as, where applicable, the payment of the amounts reported for such cases, subject to the fare conditions.

Regarding accommodation· Free cancellation policy according to the rate selected, where applicable.

Transportation booking conditions· Refunds: Transportation is non-refundable. · Online check-in: To avoid additional costs and save time at the airport, we recommend that you use the airline's online check-in, which is usually available on the airline's website 24-48 hours before the scheduled flight departure. Please contact us if you need our assistance. Transit visa: An airport transit visa may be required when you have booked connecting flights. If you do not have the necessary visas, the airlines may not allow you to board. Connecting flights: When traveling with multiple airlines, you generally have to collect your baggage and re-check it at each airport. As this means you must leave the airport transit area, please be aware that the risk of visa complications is higher.·Extra baggage fees are non-refundable. NOTE: If baggage purchase is not available during the booking process, please contact the airline for extra baggage.·For flights, we recommend checking in online using the airline's website to avoid extra charges and confirm your flight information with the airline.·The fare you have purchased may include the option to choose your seat. You can do this once you have made your reservation with your booking reference number on the airline's website.

ATOL Financial Protection (Only for departures from the United Kingdom).
“Your Financial Protection: When you purchase an ATOL-protected flight or a vacation that includes a flight with us, you will receive an ATOL Certificate. This indicates what is financially protected, where you can get information about what this means for you, and who to contact if something goes wrong.

We, or the suppliers identified in your ATOL Certificate, will provide you with the services listed in the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier can do so for reasons of insolvency, another ATOL holder may provide you with the services you have purchased or a suitable alternative (at no extra cost to you). You agree that in such circumstances the alternative ATOL holder will fulfill those obligations and you agree to pay any outstanding amount you owe under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or to your credit card issuer where applicable)."

If we, or the suppliers identified in your ATOL certificate, are unable to provide the listed services (or a suitable alternative, through another ATOL holder or otherwise) due to insolvency, the Air Travel Compensation Fund Trustees may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in exchange for such payment or benefit, you will assign absolutely to those Trustees any claim you have or may have as a result of or in connection with the non-provision of the services, including any claim against us, the travel agency (or your credit card issuer where applicable). You also agree that any such claim may be reassigned to another body if that other body has paid sums that you have claimed under the ATOL scheme.

Check-in/Check-out

Check-in is from 3:00 p.m. CST.
Check-out is at 11:00 a.m. CST.
Late check-out after 11:00 a.m. will incur a $100.00 USD per hour surcharge for All-Inclusive and Room-Only plans.

Guarantee Deposit Policy

A deposit is required to guarantee your reservation. Depending on the season, a greater deposit or full prepayment may be required. The remaining balance will be charged upon arrival.
Your deposit should be confirmed by emailing a copy of your transfer receipt to Hotel Mousai.
Packages and special reservations require a 50% guarantee deposit, with the balance due at check-in.
Government-issued photo identification and a credit card or cash deposit are required at check-in for incidental charges.

Payment

A valid credit/debit card is required at the time of booking. All payments must be made to Hotel Mousai Puerto Vallarta. Credit card information will be used confidentially for processing. A Guarantee Deposit covering the room rate, taxes, services, meals, and any extras requested is required to confirm the reservation.

To process the payment of your reservations on this website, American Sabio LLC acts as the merchant of record on behalf of Tafer Resorts. Therefore, by booking and paying for your reservations through the website, you accept and acknowledge the foregoing.

Change, Cancellation and No-Show Policy

Changes to reservations are subject to room availability.
Cancellations or changes must be made at least 3 days before arrival to avoid a charge equivalent to 1 room night or full stay, depending on the conditions.
Hotel Mousai reserves the right to debit your credit card with a cancellation fee equal to the reserved nights.

Cancellation fees are based on the season:

High Season: Changes or cancellations must be made at least 14 days prior to arrival to avoid a charge of 2 room nights.

Peak Season: Changes or cancellations must be made at least 45 days prior to arrival to avoid full stay charge.

Low Season: Changes or cancellations must be made at least 7 days prior to arrival to avoid a charge of 1 room night.

Our Seasons:

High Season: Selected dates typically around February, April, and November.
Peak Season: End of December to early January.
Low Season: Remainder of the year.

Minimum Stays:

Low Season: 1 night minimum.
High Season: 3 nights minimum.
Peak Season: 5 nights minimum.

Cancellations on the date of arrival or no-shows will incur a charge for the full reservation period. Shortened stays are charged in full. This cancellation policy does not apply to non-refundable promotions.

All-Inclusive Plan

Promotional bookings are non-cancellable and non-changeable unless otherwise stated.
Complimentary basic internet service (1MB) for unlimited devices. Premium internet service (6MB) available for a fee.

Hotel Facilities

Hotel Mousai is an adults-only resort (18+).
Some hotel facilities are complimentary; others may incur a surcharge. Please inquire for details.
The hotel is not liable for loss or damage to guest property. Safe deposit boxes are available for guest use at their own risk.
Except for assistance dogs, pets are not allowed.

Restrictions

No guests under 18 years old are permitted.
Prohibited items: pets, bedding, and heating/cooking electrical appliances.
Hotel Mousai reserves the right to confiscate prohibited items without prior notice and to charge for any related costs.
Drones and air cameras are prohibited throughout the property to ensure guest and staff privacy.

Guest Behavior

Guests must conduct themselves in an orderly and respectful manner at all times. Hotel Mousai reserves the right to terminate bookings without refund for disruptive or offensive behavior.

Examples of inappropriate behavior include but are not limited to:

Excessive noise.
Drunkenness or unruly conduct.
Behavior that disturbs other guests or staff.

In the event of termination, guests must vacate immediately and will be liable for any damages. Costs incurred in pursuing claims against guests will also be their responsibility.

We may send you promotional emails; an unsubscribe link will be included. Alternatively, you can email [email protected] to opt-out. Hotel Mousai will not share your information with third parties.

These Terms and Conditions are governed by the laws of Mexico.