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

Hotel Mousai is responsible only for your accommodation reservation. For flight-related communication, please contact ReservHOTEL.
Flights are non-refundable and non-transferable. In some cases, a voucher for future travel may be available. Please contact the airline directly for cancellations. Penalties may apply.
For flight information, call 1 800 219 2727 (US/Canada), 01 800 099 0214 (Mexico), or +1 305 354 3563 (other countries). Email: [email protected].

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 credit/debit card is required at the time of booking.
All payments should be made to Hotel Mousai.
Credit card information will be handled confidentially.
A Guarantee Deposit (including room rate, taxes, service, meals, and any extra services requested) will be required to confirm your reservation.

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.