Refund Policy
Legal notice
Last update: 11/19/2025
This Refund Policy establishes the terms under which Hotel Boutique Casa Vivaldi, located in Mérida, Yucatán, Mexico, issues refunds related to accommodation reservations made through the website www.hotelcasavivaldi.com, as well as through the hotel's official contact channels.
1. Application of this Policy
This policy applies to all reservations made through:
• the official website.
• authorized communication networks (WhatsApp, telephone, and institutional email).
• advance payments, deposits, promotional rates, and guaranteed reservations.
📌 It does not apply to reservations made through external agencies, third-party platforms, or unofficial channels. Such reservations must be requested directly from the corresponding provider (e.g., Booking, Expedia, Airbnb, etc.).
2. Cancellation Conditions with Right to Refund
Guests may request cancellation of their reservation with the right to a refund up to 72 hours before the scheduled check-in date. The refund will be 100% of the amount paid, minus any bank fees or processing charges, if applicable.
📌 Fees charged by payment platforms are non-refundable when they are not affiliated with the hotel.
3. Cancellations Without Right to Refund
There will be no right to a refund in the following cases:
• cancellations made less than 72 hours before check-in
• no-shows (guest does not show up on the reserved date)
• early departures after check-in
• non-refundable rates or special promotions in which this condition is specified in the notice.
4. High Season and Special Rates
During holiday seasons, festivals, or periods of high occupancy, some rates may be:
• Non-refundable
• Subject to special conditions not subject to free cancellation
These specific conditions will be communicated before booking. In these cases, the guest acknowledges and accepts that no refunds or modifications will be made, except in documented cases of force majeure.
5. Refunds due to Force Majeure
If the guest presents a justified cause of force majeure (serious illness, inability to travel due to border closures, natural disaster, etc.), they must send supporting documentation to:
The hotel will evaluate each case individually and may grant:
• a change of date at no cost
• a credit note for future use
• a partial or full refund, as appropriate
The guest will be informed of the outcome in writing.
6. Refund Procedure and Timeframe
If a refund is granted, it will be made using the same payment method used by the guest. The time it takes for the refund to appear in the guest's account depends on the bank or platform in question.
📌 For card payments or international platforms, the time may be extended up to 30 days, beyond the hotel's control.
7. Guest Security and Fraud Prevention
To protect user information, the hotel may request additional data confirming the identity and ownership of the payment before making any refunds.
📩 8. Contact for Cancellations and Refunds
Requests must be made in writing, indicating your full name, reservation date, confirmation number, and payment method:
📌 hotelcasavivaldi@gmail.com
📞 +52 999 222 8057