Policies, terms and conditions

Check-in and check-out policies

At Sereno Art Hotel we handle the following check in and check out times.

Limited Check in time: from 15:00 to 19:00 hours..

Check out: maximum 12:00 hours.

In the event of early check-in or late check-out outside of established hours, requests must be made directly to the hotel using any of the available means of contact. The hotel reserves the right to confirm or deny the request based on availability. If confirmed, an additional fee will apply, which must be paid directly to the hotel.

Minimum check-in age: 18 years old.

You must present a valid official ID (INE, passport, driver's license) to check in at the hotel reception.

The hotel offers safe deposit boxes in each room for your convenience and protection.

Sereno Art Hotel is pet-friendly. If you wish to stay with an emotional support animal, you must request it in advance by sending a document that certifies it, certified and issued by a professional or health organization. The request is subject to confirmation and acceptance by the hotel, and you must comply with the hotel's established policies.

Cancellation and payment policies:

1. For free cancellations with stays during low-season dates (any other date that is not holiday season, holidays, or specific dates established by the hotel), you may cancel free of charge up to 72 hours prior to your check-in date. If you cancel less than 72 hours prior to your arrival date or in the event of a no-show, a penalty fee equivalent to one night's stay plus taxes will be applied, based on the rate confirmed in your reservation.

2. If your stay falls during holiday periods such as Easter, Christmas, and New Year's, as well as long weekends and holidays, these periods are considered high season. You can cancel free of charge up to 7 days prior to your check-in date. Cancellations requested less than 7 days prior to your arrival date or in the case of a no-show will be subject to a penalty charge equal to the total amount of your stay plus taxes.

3. When booking NON-REFUNDABLE rates or promotions specified in your booking confirmation, full payment for the stay may be required in advance by any of the payment methods made available by the hotel. In case of requesting cancellation, there will be no refund of the amount paid without exception. In the event of a no-show, the amount paid will be forfeited and cannot be used on subsequent dates, nor will it be credited as a balance.

4. Sereno Art Hotel may request a guarantee payment in advance if it is mentioned in the conditions of your reservation at the time of confirming it, or if the Hotel stipulates it according to internal occupancy policies or group reservations.

5. Sereno Art Hotel reserves the right to decide whether or not to apply an advance payment guarantee to your reservation. If this is not required, you must pay the full amount of your reservation at the reception desk upon check-in.

6. The Hotel offers the following payment methods for reservation guarantees: via bank deposit or transfer to the account provided by the Hotel, charged to your card either directly on the payment platform on our website, through payment links, or at our POS (Point of Sale Terminals) at reception.

7. It is your responsibility to review the room and rate details carefully during the reservation process to understand the conditions before confirming your reservation.

8. For group contracts, a specific contract will apply with its special clauses and conditions established by the Hotel.

Terms and conditions

The terms and conditions are subject to change over time and apply to all direct or indirect services available online, through any computer, mobile device, by email, or by telephone. By accessing, browsing, and using our website or any of our applications available through platforms and/or making a reservation, you agree that you have read, understood, and agree to the terms and conditions described below, including the section regarding the privacy section. These pages, their content, structure, infrastructure, and the accommodation and online service reservations provided through this website belong to, are managed, and provided by Operadora de Estancias Creativas S.A. de C.V. (legal name), hereinafter referred to as Sereno Art Hotel (trade name) and/or "The Hotel". They may only be used for personal, non-commercial purposes, in accordance with the following terms and conditions.

1. Our Service. Through this website, we (Sereno Art Hotel) provide an online platform through which website users can make room reservations. From the moment you make your reservation on our website, you establish a direct (legally binding) contractual relationship with the establishment. We receive the reservation information and send you a confirmation email. The information displayed is based on the establishment's actual information and may be updated at any time. Although we try to make our service as accurate as possible, we cannot verify or guarantee that all information is accurate, complete, or correct. We are also not responsible for errors (such as obvious and typographical errors), interruptions due to temporary and/or partial server outages or repairs, updates, and maintenance of our website or other reasons, inaccurate, misleading, or false information, or lack of information. The Hotel is responsible at all times for the precision, accuracy and correctness of the information, both descriptive and referring to rates and availability, that appears on our website. Our services are for personal, non-commercial use only. Therefore, you are not permitted to resell, deep-link, use, copy, monitor, display, download or reproduce the content, information, software, products or services available on our website for any commercial or competitive activity.

2. Prices and Rates. The prices displayed on our website are competitive. All prices on the Sereno Art Hotel website are per room based on single, double, triple, or quadruple occupancy and for the full stay as quoted or booked, plus taxes (VAT and Lodging Tax), unless otherwise indicated on our website or in the confirmation email. Rates created by the property may have special restrictions and conditions, for example, regarding cancellation and refunds. Please check the room and rate details carefully for the conditions before making your reservation. Currency exchange is for informational purposes only; it does not show a precise or up-to-date amount, as exchange rates can fluctuate constantly. Obvious errors (including typos) are not binding. All special offers and promotions are marked as such.

3. Privacy and Cookies.

Sereno Art Hotel respects your privacy. It collects and processes the personal data you provide to us, adhering, as the data controller, to the provisions of the Federal Law on the Protection of Personal Data Held by Private Parties and its regulations.

It will process your personal data for the following purposes: (i) to request, contract, change, or cancel services; (ii) to make payments; (iii) to request a digital invoice or tax receipt; (iv) to contact customer service; (v) to send you information about our products and services for marketing, advertising, or commercial prospecting purposes; and (vi) to collect information from debit or credit cards used to pay for services.

You may exercise your rights to access, rectify, erase, and object to the processing of your personal data, as well as limit its use and disclosure, through the means made available by our personal data protection department in our full privacy notice, which you can view, along with any amendments, at the Hotel Front Desk. Please see our privacy policy for more information.

4. Credit card or bank transfer. To reserve a room through the Sereno Art Hotel website, it is necessary to enter a credit or debit card information to guarantee the room reservation. Depending on the high or low season, the reservation may only be guaranteed with a credit card, and payment is made directly at the property upon check-in. Please review the room and offer information carefully for any special conditions before confirming your reservation.

In some cases, the option to pay for reservations in full or in part, depending on the property's payment terms, is offered during the booking process using a secure online payment system (as long as your bank offers it and supports it). Payment is securely processed directly from your credit/debit card or from your account to the property's account through a third-party payment processor. For some (non-refundable) rates or special offers, the property may require prepayment by bank transfer (if available) or credit card. In this case, your credit card may be pre-authorized or charged (sometimes with no refund option) after your reservation has been made. Please review the room and offer information carefully for any special conditions before booking. In the event of fraud or unauthorized use of your credit card by a third party, most banks and credit card issuers cover all charges resulting from such fraud or misuse. You should report any anomalies to your credit/debit card issuing bank.

5. Cancellation. By making a reservation at Sereno Art Hotel, you agree to its cancellation and no-show policies, as well as any additional delivery terms and conditions of the establishment that may affect your reservation or stay. These include the services and/or products offered by the establishment (please consult the delivery terms and conditions directly with the establishment). The establishment's general cancellation and no-show policies are available on our website, both on the establishment's information pages and during the booking process and in your confirmation email. Please note that some rates or special offers do not allow changes or cancellations. Please check the details for each room and rate to see the conditions before booking. Please note that a reservation requiring a deposit or prepayment (full or partial) may be canceled (without prior notice) if the remaining outstanding amounts cannot be collected in full on the relevant date, in accordance with the establishment's payment terms and conditions and the booking conditions. Delays in payment, incorrect bank details, credit or debit card details, invalid credit or debit cards or those with insufficient balance are your responsibility and you may not benefit from the return or refund of the advance payment (in non-refundable reservations) if any of these cases occur, unless the establishment accepts or allows it in its cancellation and advance payment conditions. We recommend that you read these policies carefully before booking and remember to make subsequent payments on time, as they may be required to maintain your reservation. If you wish to review, modify, or cancel your reservation, please check your confirmation email and follow the instructions provided.

6. Additional Correspondence. By making a reservation, you agree to receive:

A) An email, which we may send you shortly before your arrival date, containing information about offers and other services at the property (which may include offers from third parties, provided you have agreed to receive them) relevant to your reservation and destination.

B) You also agree to receive an email, which we may send you after your stay at the property, inviting you to complete a feedback and suggestions form. See our Privacy and Cookie Policy for more information on how we can contact you.

7. Regarding service comments. Comments may be displayed on the property's information page on our website in order to share your opinion of the property's service level and quality with future guests. Sereno Art Hotel may also use them, in whole or in part, at its discretion, for marketing, promotion, or service improvement on our website or on social platforms, newsletters, special offers, applications, or other channels used or owned by the Hotel. We reserve the right to adapt, reject, or delete comments as we deem appropriate. Comments are considered a survey and do not include commercial offers, invitations, or incentives of any kind.

8. Disclaimer of Liability. Subject to the limitations set forth in these terms and conditions, and to the extent permitted by law, we are only liable for direct damages suffered, paid, or incurred by you due to attributable defects in our obligations under our services, up to a total amount of the total cost of your reservation, as set out in your confirmation email, whether for one event or a series of events. However, and to the extent permitted by law, neither we nor any of our directors, employees, representatives, subsidiaries, affiliated companies, distributors, affiliates, licensees, agents, or other persons involved in the creation, sponsorship, and promotion of the website and its contents will be liable for: (I) any losses, damages, or costs (direct, indirect, consequential, or punitive) suffered, incurred, or paid by you arising from or related to the use, unavailability, or delay of our website; (II) any personal injury, death, property damage or other damages, losses and expenses (direct or indirect, consequential or punitive) suffered, incurred or paid by you, whether caused by (legal) acts, errors, breaches, (gross) negligence, willful misconduct, omissions, breaches, misrepresentations, strict extra-contractual liability or (wholly or partly) attributable to the establishment or other business partners (including any of their employees, directors, staff, agents, representatives or affiliated companies) whose products or services are (directly or indirectly) made available, offered or promoted on or through our website, including any (partial) cancellation, overbooking, strike, force majeure or other act beyond our control.

9. Intellectual Property Rights. Unless otherwise indicated, the software required for our services or used on our website and the intellectual property rights (including copyright) in the content, information, and materials on our website belong to Sereno Art Hotel, its suppliers, or distributors. Sereno Art Hotel exclusively reserves ownership of all rights, title, and interest in all intellectual property rights in the appearance, including the infrastructure of the website where the service is available, including customer reviews and translated content. You are not entitled to copy, compile, link to, publish, promote, sell, integrate, use, combine, or utilize the content (including translations and customer reviews) or our brand without our written permission. To the extent you wish to use (in whole or in part) our (translated) content, including customer reviews, or you own any intellectual property rights in the website or any (translated) content or customer reviews, you hereby transfer and assign all intellectual property rights to Sereno Art Hotel. Any misuse or any of the aforementioned actions or behavior will constitute an infringement of our intellectual property rights (including copyright and database rights).

10. Miscellaneous. To the extent permitted by law, these terms and conditions and the provision of our services shall be governed by and construed in accordance with the laws in force in the ESTADOS UNIDOS MEXICANOS, and any dispute arising from these general terms and conditions and our services shall be brought exclusively before the competent courts of the State of Chiapas, Mexico. The original English version of these terms and conditions has been translated into other languages. The translated version is a courtesy and unofficial translation; therefore, no rights can be derived from the translation. In the event of a dispute regarding the content or interpretation of the terms and conditions, as well as in the event of conflicts, contradictions, or discrepancies between the English version and any other language versions, the English version of these terms prevails and is conclusive to the extent permitted by law. You may view the English version on our website (by selecting the language) or request us to send it to you in writing. If any provision of these terms and conditions is or becomes invalid or non-binding, you will still be bound by all other provisions. If this occurs, the invalid provision shall be enforced to the maximum extent permitted by applicable law, and, to the extent possible, a provision with a similar effect as the invalid or non-binding provision shall be given, consistent with the letter and purpose of these terms and conditions.

11. About Sereno Art Hotel. The hotel provides online accommodation and service reservations. It is a Mexican company located at Av. 16 de septiembre 22, Zona Centro, C.P. 29200 in San Cristóbal de las Casas, Chiapas.

Sereno Art Hotel's main offices are located at the above address. Some affiliated companies or specific local representatives provide limited customer support services (by phone only). The affiliated companies or local representatives do not have a website (and in no way control, manage, maintain, or own the website). The affiliated companies or local representatives have no power or authority to provide the service, represent Hotel Sombra del Agua, or enter into a contract on its behalf. They have no relationship (legal or contractual) with the affiliated companies. The affiliated companies or local representatives do not operate and are not authorized to act as any type of agent for the process or service of Sereno Art Hotel. Sereno Art Hotel does not accept or assume any other address in any place, location or office in the world (not even in the office of its subsidiaries), other than its registered office in San Cristóbal de las Casas, Chiapas, Mexico.