Terms and Conditions

Reservations

- Have I completed the reservation process, what should I do now?
Once your confirmation number is displayed on your screen and sent to you by email, your reservation is already registered in our system. We suggest keeping the reservation information for your personal records and any clarification.

- What is the minimum stay?
There is a minimum booking requirement for 2 nights. Reservations are subject to availability.

- How do I confirm my reservation?
You can confirm your reservation by paying in full.

- Do the prices include taxes?
Yes, taxes are included.

- Do I need to leave a credit card as a guarantee?
Yes, you will be asked for a guarantee card from the moment of your reservation.

- Can I cancel my reservation?
There is a 50% cancellation fee of the total reservation for any cancellation notice received up to 2 weeks before the reservation. And a 100% cancellation fee of the total reservation for any cancellation notice 2 weeks from the arrival date. To obtain a full accommodation fee refund, the cancellation must be made within 48 hours of the reservation.

- My travel plans have changed. How can I cancel or modify my reservation online?
In the Check Your Reservation section, you can make the necessary changes based on the change and cancellation policies, subject to availability.

- What happens if I break or damage something?
Each item and piece of furniture is inventoried along with its replacement value. If the broken or damaged item is an item for sale, you will be charged the cost of the item. If the damage is to a piece of furniture and it can be repaired, a quote will be made for the damage and the amount will be charged. In case it cannot be repaired, the replacement value will be reviewed and the charge will be processed. If damage is caused to the property, as in the previous case, a quote will be requested and the customer will bear the cost. It is much faster and easier to remedy cases of broken or damaged items if you inform us while you are still at Casa Itzimná Boutique.

- What is the minimum age for making a reservation?
To make a reservation in your name, you must be legally of legal age.

- Is Casa Itzimná Boutique prepared to receive guests with disabilities?
Being an old Mansion, Casa Itzimná Boutique is distributed on a single floor, which helps elderly or disabled people to move freely within the general areas, only adapting provisional ramps for these situations.

- When booking, they request personal information from me. What will it be used for?
The information you provide us will only be used to guarantee and register your reservation or, in the event of an unforeseen event, to contact you.

- What are the check-in and check-out times?
The check-in time at Casa Itzimná Boutique is from 3:00 p.m. on the day of arrival and ends at 12:00 p.m. Late checkouts will have an extra charge, as long as we have availability.

- What is the maximum guest occupancy?
Please note that the occupancy is from 6 to 8 people maximum, including in the prices of your reservation. Each additional guest will have an extra cost from the ninth onwards. You are responsible for not exceeding the maximum occupancy agreed at the beginning of the reservation; otherwise, access to the registered guests will be restricted, requesting that additional guests be removed from the property if you overlook this requirement.

- Can I smoke at Casa Itzimná Boutique?
No. Our Mansion is strictly non-smoking, 100% tobacco smoke-free space. In case we are aware that such activity took place inside the property, a penalty will be charged according to the current law for smoke-free spaces.

Payments

- Is it safe to provide my card number when booking?
Yes, the data provided on our site travels and is stored on our server through a secure or encrypted connection. This means that it is inaccessible from the Internet, and no one can intercept the transmitted information.

- Is the credit card charge made when confirming the reservation?
When confirming your reservation, the full charge is made.

- Can an additional charge be made to the card I left as a guarantee?
Due to the confidential information protection and management law, only charges for penalties are allowed. Any additional purchase or charge must be made directly on the website or through a deposit.

- What payment methods does Casa Itzimná Boutique accept?
Credit or debit cards, cash, deposits, and interbank transfers.

Website

- How can I find out the location of Casa Itzimná Boutique?
When entering the Casa Itzimná Boutique website and selecting the location section, you can find this data below the photograph of the property. You can also view a map.

- What type of information and services can I get from your Online Help?
Our executives can guide you with any questions you have about this website, reservations, information about our mansion, and can assist you in making a reservation.

- Im trying to get personalized online help, but nothing appears. Am I doing something wrong?
Check that your Internet browser (Internet Explorer, Safari, Firefox, etc.) is not blocking pop-ups or pop-up windows. If so, temporarily disable this function in the Internet Options section of your browser.

- Is it safe to shop on the website?
Yes, the data provided on our site travels and is stored on our server through a secure or encrypted connection.

- What is the origin of the products in the Online Store?
In the Boutique section of our website, you can find artisanal products from different states of Mexico.

- Do I receive the same product as shown in the photograph?
Yes, in our Store section, all products offered are unique as they are made artisanally. Therefore, it is the same as the customer receives. However, colors may vary depending on the device where the products are being displayed. Consequently, you should check the item you received to verify that it does not have any unusual detail that may alter its quality.

- How can I be sure that the purchase was made correctly?
At the moment you finish your purchase, the confirmation is displayed on your screen and sent to you by email with the details of your order; your purchase is already registered in our system. We suggest keeping the information for your personal control.

- Is it possible to know the status of my order?
Yes, once the purchase is confirmed, the confirmation will be sent to you by email, and later the tracking number will be sent to you according to the selected shipping method.

- What should I do if the item I received is incorrect or has defects?
At the moment you receive your product and it is incorrect or has a manufacturing defect, contact us at clientes@casaitzimnaboutique.com, where we will indicate how to proceed with the exchange or return. It is important to clarify that it can only be claimed within the first 7 days after receiving your product, as long as the damage is due to a defect and not to misuse or damage caused by the courier.

Services

- How often is Casa Itzimná Boutique cleaned?
Casa Itzimná Boutique is professionally cleaned and inspected before, during, and after each reservation to ensure that all guests have a comfortable and clean stay. The service is included.

- Are pets allowed to enter?
No, pets are not allowed as we have local natural fauna that we take care of. At Casa Itzimná Boutique, only guide dogs are accepted. It is necessary to present the documentation that accredits them, wearing the harness, provided that they are responsible for any damage to the property or any item.

- What type of fauna do you have?
We have opossums, iguanas, birds, frogs, and fish.

- What should I do if I need help or information during my stay?
You can contact us by phone or through WhatsApp, where we will be available to answer any of your questions during regular business hours.

- Do you have parking?
We have 5 private parking spaces at no extra cost for guests.

- Is there any extra activity?
Yes, we have different activities; we invite you to check all our available activities on the Experiences page.

- Do the activities have an extra cost?
Yes, you can check our Experiences section, where you can see all the information.

Billing

- How do I request an invoice?
To request your invoice, you can do it directly on the Casa Itzimná Boutique website in the Billing section, providing your tax information and reservation code. You can also share the information with us at clientes@casaitzimnaboutique.com. It is important to mention that the invoice can only be requested within the month of your stay/consumption for the preparation and/or correction of your invoice.

- Can I invoice a penalty charge?
Yes, it is possible to invoice them within the month of your stay. To do this, we ask you to share your tax information and reservation code with us at clientes@casaitzimnaboutique.com.

- Can I invoice a charge for breaking or damaging something?
Yes, it is possible to invoice them within the month of your stay. This only applies in the event that the item is an object for sale within Casa Itzimná Boutique. In case the damage is to a movable or immovable property, the billing will be borne by the store or service provider. To do this, we ask you to share your tax information and reservation code with us at clientes@casaitzimnaboutique.com.

- When can I invoice?
Since Casa Itzimná Boutique issues invoices for services provided, the invoice can be issued once the guest has left, made a consumption in the Additional Services section, or made a purchase in our Store section. To invoice, you can provide your information directly on our website in the Billing section or share your tax information and reservation code with us at clientes@casaitzimnaboutique.com.