Cancellation policy

Refunds or credits issued for cancellations may not be granted during designated vacation periods. These periods are:

• CHRISTMAS AND NEW YEARS (from December 14 to January 3)
• THANK YOU (from November 15 to November 30)
• EASTER (10 before Easter until the last 5 days of Easter)

For all other reservations, we will refund your full deposit (rooms – or rooms and taxes), less any bank charges, if you cancel according to the penalty that applies about 30 days before the date of arrival (which also asks for total cost if you cancel within 15 days before arrival). Any Special Event services may be canceled 45 days in advance of the event but cancellation fees will apply. Please see your Special Event contract for details.

• -We do not issue refunds for flight cancellations under any circumstances.
• -No refunds or credits issued for early departures, or changes in reservations within 14 hours after arrival that reduce the nights of stay.
• -We allow you to transfer your reservations to other friends or family until one week before the arrival date.
• -No refunds issued due to bad weather or hurricanes; including any inconvenience or complication caused by the direct impact, the near failure or the significant threat of a hurricane. Hurricanes are by nature unpredictable and acts of God. We highly recommend travel insurance for this type of unforeseen events.
• -In the event that a tropical storm or hurricane warning is issued in Isla Mujeres and Casa de los Sueños is notified that you must evacuate your guests, we will issue a credit 1) equal to your deposit paid if you have not made the check in; or 2) equal to the unused balance of your reservation if it is necessary to close the hotel. This credit will be valid for up to one year from the date of issue. We will issue the credit even if you have travel insurance.

Casa de los Sueños is not responsible for any damage caused mentally or physically as a result of, or in connection with:

• -Any delay or cancellation due to illness, flight cancellations, etc. In the event that a traveler becomes ill during a vacation or has to shorten their vacation, all medical and hospital expenses are the responsibility of the traveler and said traveler
• -Money crisis, social disturbances, political, labor problems, economic changes, power outages due to weather, mechanical maintenance or construction difficulties, for claims, losses, damages, costs, expenses, delays or losses of enjoyment, of any nature or type . resulting from events beyond our reasonable control or from a supplier, including, but not limited to, hurricanes, avalanches, earthquakes, flight cancellations or changes, strikes, labor disputes, lockouts, threats or acts of terrorism, acts of war or war declared, hurricanes or weather Conditions, diseases or epidemics / pandemics, novel or unexpected conditions and local laws.

Absence of travel documents, visas, passports, sanitary certificates when necessary. Casa de los Sueños is not responsible for travel and entry requirements.

• -Loss of items that are not insured in the hotel safe, or for losses incurred when the rooms are not closed