Legal notice
This Refund Policy establishes the terms under which Hotel Boutique Casa Vivaldi, located in Mérida, Yucatán, Mexico, issues refunds related to lodging 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:
- Official website
- Authorized communication channels (WhatsApp, phone, and institutional email)
- Prepayments, deposits, promotional rates, and guaranteed reservations
2. Cancellation conditions with refund entitlement
The guest may request the cancellation of their reservation with refund entitlement up to 48 hours before the scheduled check-in date. The refund will be 50% of the amount paid, deducting bank commissions or processing fees if applicable.
Commissions for payment platforms are non-refundable when unrelated to the hotel.
3. Cancellations without refund entitlement
There will be no refund entitlement in the following cases:
- Cancellations made less than 48 hours before check-in
- No show (guest does not show up on the reserved date)
- Early check-out after check-in
4. Refunds due to force majeure
If the guest presents a valid cause of force majeure (severe illness, travel impossibility due to border closure, natural disaster, etc.), they must provide supporting documentation to:
frontdesk@hotelcasavivaldi.com
The hotel will evaluate each case individually and may grant:
- Date change free of charge
- Credit note for future use
- Partial or full refund, as appropriate
The outcome will be communicated in writing to the guest.
5. Refund procedure and timeframe
If a refund is issued, it will be processed using the same payment method used by the guest. The crediting time depends on the corresponding banking entity or platform.
Usual timeframe: 5 to 15 business days.
For payments with international cards or platforms, the timeframe may extend up to 30 days, beyond the hotel’s control.
6. Guest security and fraud prevention
To safeguard user information, the hotel may request additional data to confirm the identity and payment ownership before processing any refunds.
7. Contact for cancellations and refunds
Requests must be made in writing, indicating full name, reservation date, confirmation number, and payment method:
