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See OffersThese Regulations are mandatory for compliance by AVA Resort Cancun (the "Hotel"), operated by Corporación Inmobiliaria KTRC, S.A. de C.V. ("KTRC"), located at Lote 15-15, manzana 60, Boulevard Kukulcán, Zona Turística, Benito Juárez, Quintana Roo, Estados Unidos Mexicanos, C.P. 77500, and applies to individuals contracting the Hotel´s services. All individuals staying at or accessing the Hotel during their stay shall be subject to these Regulations, which are mandatory. Should any violation of the provisions and terms in these Regulations be detected, the Hotel reserves the right of admission and may take the necessary measures to maintain the general interest, ensure the tranquility of other guests, and ensure the proper operation of the establishment.
These Regulations establish the general rules of conduct for all guests, without exception, with the purpose of providing a comfortable stay, regardless of their race, religion, country of origin, language, sexual identity, or beliefs.
Every person accessing the Hotel must properly identify themselves (valid official identification in Mexico, passport, or government-issued photo identification), provide their general information, and sign the registration card and any other documentation provided by the personnel responsible for the check-in process. Furthermore, the guest holding the reservation must provide a credit card as a guarantee for additional charges, authorizing an advance charge of $100.00 USD (one hundred dollars 00/100, legal tender in the United States of America) per night, at the official exchange rate published at the Hotel’s reception on the day of registration. In cases of reservations for more than one guest or individuals traveling as part of a group, the primary guest or group representative must provide the names of all accompanying individuals or group members, who will also be required to sign the corresponding documentation and provide the identification documentation required by the Hotel staff, except for minors. The Hotel will refuse accommodation to any guest who fails to meet these requirements and reserves the right to request identification from the applicant and their companions, if deemed necessary.
In cases where individuals are traveling with minors, in addition to the minor's official identification, sufficient evidence (in digital or physical format) must be provided to demonstrate the relationship between the minor(s) and the accompanying adult(s) (e.g., birth certificate, CURP, passport, letter from the minor's legal guardians authorizing the trip with the accompanying adults). The Hotel reserves the right to deny the stay and/or act in accordance with the guidelines of the Child Protection Protocol in case of suspected sexual exploitation.
Groups of young people or schoolchildren under 18 years of age must travel with at least one responsible adult for each room being occupied. The group leaders must stay at the Hotel and must also provide identification for each minor, along with sufficient evidence of the signed permission from the parents or legal guardians. The organizer or accompanying person of the groups, or any person traveling with minors, will be jointly responsible and, in this regard, releases KTRC and the Hotel from any liability for actions or omissions by the minors, which could result in material or physical damage, injury, or harm to the minors, KTRC, the Hotel, or other guests.
At check-in, the Hotel will provide the guest, their companions, and, if applicable, authorized visitors, with a wristband after the signature of the corresponding registration card. This wristband will allow the Hotel and its staff to identify the aforementioned individuals as guests, and it will be collected upon check-out. Any person not wearing the wristband issued to them will be denied services within the Hotel and will be expelled from the premises. Therefore, the use of the wristband is mandatory for the entire duration of the stay of the guest, their companions, and authorized visitors. Furthermore, guests acknowledge that wearing the wristband could identify them, their companions, and authorized visitors as clients of the Hotel in front of third parties. They hereby express their consent to this situation and release KTRC and the Hotel from any potential claims in this regard. Loss, misuse, or failure to return the wristband at the end of the stay will obligate the guest to pay $120.00 USD (one hundred twenty dollars 00/100, legal tender in the United States of America) per wristband (plus the applicable VAT), at the official exchange rate published at the Hotel's reception on the day the replacement is made.
Payment for the stay shall be made at the time of check-in, in accordance with the previously reserved rate or the walk-in rate if no prior reservation exists. The Hotel will have the current lodging rates clearly displayed in Mexican pesos and U.S. dollars at the reception area. Guests acknowledge that certain services at the Hotel may incur additional charges beyond the main rate, which will always be disclosed at the time the service is contracted. Failure to pay any amount due will result in immediate termination of the accommodation contract, and the Hotel may call on law enforcement to require the removal of the guest and their companions from the property.
Room access will be available from 3:00 PM on the day the stay begins (check-in) and will end at 12:00 PM (check-out) on the departure day, with a maximum tolerance of 60 minutes after the checkout time. In the case of a late check-out, guests agree that an additional charge will apply for each extra hour from 13:00 PM until 18:00 PM, according to the rate indicated at the Hotel's reception. Check-out after 18:00 PM will incur a charge equivalent to an additional night based on the current walk-in rate and subject to room availability. After check-out, guests may remain on the Hotel premises until 15:00 PM on the day of their departure, with the possibility of extension upon the guest's request or by direction of Hotel staff, with the luggage stored in the designated area for such purposes.
For security reasons, access to rooms is prohibited for individuals not staying at the Hotel. If a guest receives visitors, they must remain in the Hotel's lobby and follow the instructions of the Hotels’ staff or voluntarily register at the reception, paying the corresponding fee to be able to have access and use the Hotel’s installations according to the Hotels’ fee selected. No guest has the right to accommodate any other person or allow them to enter the property through unauthorized means or procedures contrary to those outlined in these Regulations.
The Hotel reserves the right of admission if guests, their companions, or visitors engage in immoral acts or disturbances, are intoxicated or under the influence of drugs or narcotics, possess prohibited or dangerous materials, or behave in a manner that violates the Hotel's internal policies, Mexican laws, or applicable international codes of conduct.
Guests, their companions, and authorized visitors must behave decently and morally within the Hotel, including but not limited to refraining from disturbing the peace, making excessive noise, playing audio or video equipment at high volumes, or using the room for illegal activities or activities prohibited by law. It is the responsibility of guests to keep conversations at a moderate volume in common areas and ensure that minors accompanying them do not disturb the rest of the guests. Furthermore, it is the sole responsibility of the guests to verify that upon temporarily or permanently leaving their room, all doors, windows, and water outlets are properly closed, and that all electrical equipment is turned off and unplugged.
The carrying of firearms of any kind is strictly prohibited within the Hotel premises. In cases where Hotel staff detects firearms at access control points, the authorities will be notified, and the Hotel reserves the right to deny the guest entry.
In compliance with the General Tobacco Control Law and its Regulations, the Hotel is a 100% smoke-free establishment. Smoking, consumption, or possession of any tobacco or nicotine products, including electronic cigarettes and similar devices, is strictly prohibited in the rooms and areas open to the public or common areas, except in designated outdoor smoking zones.
In case of non-compliance, a penalty equivalent to $300.00 USD (three hundred dollars 00/100 U.S. currency) will be applied for cleaning charges, at the exchange rate posted at the Hotel’s reception on the date the charge is made, in addition to any other fines or sanctions determined by the relevant authorities, as well as any damages caused to the Hotel.
The Hotel does not permit access to pets, and therefore, introducing any companion animal or other type of animal into the Hotel's facilities will be considered a violation of these Regulations, except for service animals, duly certified as assistance animals.
Guests shall be responsible for the use of rooms and common areas, including all items, objects, or equipment provided as part of the lodging service. This includes, but is not limited to, sheets, towels, pillows, curtains, audio/video equipment, screens, portable devices, lamps, furniture, kitchen appliances, refrigerators, microwaves, stoves, grills, dishwashers, glassware, and similar items. Guests agree to cover the cost of repair or replacement for any object, furniture, equipment, or property of the Hotel that is damaged, in whole or in part, either through negligence or intentional acts by the guests, their companions, assistance animals, or authorized visitors. Prior to using any items or equipment, guests must confirm that they are in working order and report any defects immediately to Hotel staff for replacement or removal.
Guests, their companions, and authorized visitors understand and agree that, in addition to other provisions in these Regulations, the following are strictly prohibited during their stay at the Hotel:
Hanging clothes or towels on windows or balconies of rooms.
Making excessive noise in rooms or other Hotel facilities, especially between 22:00 PM and 7:00 AM.
Participating in, facilitating, or covering up activities related to human trafficking, sexual or labor exploitation of children, or minors within the Hotel.
Introducing, selling, consuming, being under the influence of, or possessing illegal drugs, narcotics, psychotropic substances, or intoxicants in any area of the Hotel or beach area. Any violation of this policy may result in immediate termination of the guest's stay and notification of the relevant authorities.
Using electricity, water, or other goods, equipment, and objects in rooms and common areas excessively or for unauthorized purposes, or removing them temporarily or permanently from their designated locations.
In case of non-compliance with the conduct rules applicable to the Hotel, both those outlined in these Regulations and any other duly notified by Hotel staff, guests shall be responsible for any damages or harm caused to themselves, other guests, staff, or the Hotel's equipment and infrastructure. Guests will be liable for the corresponding payment or compensation and may be subject to termination of their accommodation contract and immediate removal from the Hotel's premises. Also, the Hotel reserves the right to inform the authorities and provide all the necessary information for the clarification of the event.
The applicable rate for lodging covers only the accommodation, food and beverage and taxes as described at the time the corresponding reservation is made. Guests acknowledge that the services offered by the Hotel may be reduced or affected by force majeure, unforeseen circumstances, instructions from authorities, or other events beyond the control of KTRC and/or the Hotel, and such situations will be communicated to the guests in a timely manner.
Guests are aware that certain areas within the Hotel are specifically designated and clearly marked for private events and/or for the exclusive use of other guests whose stay is part of group events, membership in vacation clubs, or reservations in higher-tier categories. In this regard, guests guarantee that neither they nor their companions or authorized visitors will use such areas if they do not belong to the corresponding group or category.
The schedules, dress codes, and other applicable regulations for the food and beverage consumption areas within the Hotel, including room service, will be communicated to guests upon arrival and will be displayed in the corresponding areas and/or rooms. Guests must inform the Hotel staff of any relevant condition, illness, allergy, dietary restrictions, intolerances, or medical conditions affecting their ability to consume food and beverages. The Hotel serves alcoholic and non-alcoholic beverages. Services such as Market, Snack, or buffet are additional and will be provided only after payment by the guests. Excessive consumption of alcoholic beverages can be harmful to health, and the Hotel advises moderation in consumption. In order to maintain a safe and harmonious environment for all guests, the Hotel and its staff reserve the right to, among other actions, deny or limit the service of alcoholic beverages to individuals showing signs of intoxication. Each guest is responsible for their own alcohol consumption, releasing the Hotel from any liability related thereto.
Mexican law prohibits the consumption of alcoholic beverages by persons under 18 years old. Additionally, it is prohibited to provide alcoholic beverages to anyone who cannot prove they are over 18 years old. In all cases, the consumption of alcohol and food by all guests, their companions, and authorized visitors is at their own risk, with the understanding that any damages caused to the Hotel's property or to other guests, employees, or suppliers of KTRC due to excessive alcohol consumption must be covered by the guest prior to their departure from the Hotel, charged to their Total Account (as defined later herein).
Guests acknowledge that within the Hotel premises, they may contract and/or acquire certain activities, services, and/or products directly or indirectly from third parties not related to KTRC and the Hotel, including but not limited to taxis, private and public transportation, tours, shows, water activities, sale of handcrafts and visits to landmarks. Guests have been duly informed and understand that these activities, services, and/or products are not operated by KTRC or the Hotel, and hereby release both the Hotel and KTRC from any responsibility or claims related to the provision of the acquired services and/or the quality of the products or activities contracted.
The Hotel provides guests with a safe within their room; however, as there is no control or registry of the items guests store in it, neither KTRC nor the Hotel shall be responsible for such items. To request the personal item storage service under the responsibility of the Hotel as custodian, guests must deliver their items to the reception, against the issuance of a document signed by the Hotel staff member who receives the items and the guest making the delivery. The Hotel and KTRC will only be responsible for returning to the guest the item(s) that were detailed in the aforementioned document. The Hotel and KTRC shall not be held liable for any damage or loss of the guest's belongings arising from force majeure, fortuitous events, or actions attributable to the guest, their companions or visitors, or individuals not employed by the Hotel.
The Hotel will not be responsible for money or valuables not stored in the safe, or for items forgotten in the room or public areas. Items left behind by a guest will be held by the Hotel administration for 30 days; after this period, if there is no claim, it will be assumed the guest does not require the item, and the Hotel may dispose of it at its discretion. In the case of perishable goods or medications, the holding period may be reduced to 24 or 48 hours, depending on the nature of each item. In exceptional cases, and depending on the Hotel's availability, valuable items may be held for a longer period, but this does not constitute an obligation for the Hotel. The Hotel and KTRC are not responsible for damages or losses resulting from force majeure, events attributable to the guest, their companions or visitors, or actions by people other than the Hotel's staff.
Within the Hotel there is a space for guests and their companions that provides the services of a medical professional authorized by Mexican authorities, who holds all the necessary licenses, authorizations, and permits to provide such services within the Hotel. In any case, medical services are operated by a third party, separate from the Hotel and KTRC, and in this regard, the guests and their companions understand, accept, and agree to release the Hotel, KTRC, and any of their owners, operators, affiliates, subsidiaries, patent entities, employees, collaborators, and/or agents from any liability or claims related to the medical services received, which are solely and entirely the responsibility of the authorized service provider.
The Hotel offers guests valet parking and parking services at no additional cost, complementary to their reservation. To use the valet parking service, guests may hand over the keys to their vehicle to the Hotel staff providing this service and will receive a ticket that they must keep and present upon checkout. Additionally, throughout their stay at the Hotel, guests may request access to their vehicle by showing the corresponding ticket. The Hotel disclaims any responsibility for any incidents that occur within the areas of the Hotel designated as parking lots, which result in theft, damage, and/or total or partial loss of the vehicle or any belongings inside it
Room cleaning will be performed daily, except in cases of reported sanitary emergencies. If the guest does not wish to be disturbed in their room, they may use the "Do Not Disturb" sign on the door. Housekeeping and other personnel responsible for room cleaning and maintenance will always announce their presence loudly before entering the room, even if the "Do Not Disturb" sign is not on the door, to confirm that the room's occupants are in a condition to receive the personnel. If a guest requires cleaning outside the established hours, an additional charge of $50.00 USD (fifty dollars 00/100 legal tender in the United States of America) may apply. The charge will be calculated at the official exchange rate published at the Hotel reception on the day the cleaning service is requested.
The rules for the use and access to pools, beach, spa, the gym, and other common areas within the Hotel are displayed at the entrance of each and/or will be communicated upon registration. Guests, their companions, and authorized visitors are obligated to know and comply strictly with the rules of use and any other requirements communicated by the Hotel staff before using such areas. They release the Hotel, KTRC, and its subsidiaries, employees, directors, and shareholders from any liability for incidents arising from non-compliance with the rules mentioned.
The guest must notify the administration of any contagious disease, death, infraction, or crime they are aware of, and the Hotel and guests reserve the right to report any illicit acts or situations that would result in liability for any of the parties concerning their persons and property while within the Hotel. In case of needing emergency medical attention, it will be at the guest's discretion to request the medical service available within the Hotel or from any other medical service of their choice, without the Hotel being responsible in any way for the decision made by the guest or the consequences thereof for their health, physical integrity, or property.
Hotel employees will respect guests' privacy at all times and will only have access to rooms for cleaning, maintenance, or in cases where the guest’s safety is at risk, at the guest’s request. Any visits, inspections, or procedures by authorities in the rooms in the course of their duties will be carried out strictly following constitutional guarantees. For better security and service, all guests must close the doors and windows when leaving their rooms. If Hotel security detects that a room is not properly secured, they will apply the corresponding protocol, ensuring respect for the guests' privacy.
KTRC has contracted and maintains active civil liability insurance with the insurer Grupo Mexicano de Seguros S.A. de C.V., under policy number 07000023, with a total amount calculated based on the number of rooms in the Hotel. In compliance with NOM-07 TUR-2018, KTRC and the Hotel guests are beneficiaries of said insurance. Any other insurance contracted for the benefit of the Hotel, guests, their companions, and authorized visitors will be duly communicated to said beneficiaries.
The Hotel continuously conducts cleaning, maintenance, and/or renovation activities. In these cases, affected areas will be properly marked to indicate risk situations, safety precautions, or restricted access, as applicable. Additionally, the Hotel has restricted access areas and security, maintenance, cleaning, transportation, and other similar equipment or devices, whose access and use are only permitted for Hotel employees. Guests, their companions, and authorized visitors are obligated to respect all signage and prohibitions, as well as not to manipulate, obstruct, disable, alter the functioning of, or damage in any way, without limitation, the fire safety systems, alarm systems, or emergency equipment. In the event of non-compliance, neither the Hotel nor KTRC will be responsible for any damages caused, and the guest will be liable for covering any damages caused by unauthorized handling of such equipment or devices, or by accessing restricted areas.
The Hotel has established procedures, policies, and protocols for addressing any emergencies that may arise during a stay, including but not limited to contagious disease response protocols, evacuation procedures in case of weather emergencies or fires, drills, emergency medical care in case of accidents, and other similar protocols. These rules, conditions, and procedures are in line with the requirements of the relevant authorities or applicable international standards, and they do not constitute discriminatory or abusive practices. Therefore, guests and their companions and authorized visitors agree to strictly follow the instructions of the Hotel staff regarding these protocols, policies, and procedures, understanding that any consequences arising from failure to comply with the instructions provided by the Hotel or KTRC staff will be the exclusive responsibility of the guest, releasing the Hotel, KTRC, and any of their owners, operators, affiliates, subsidiaries, patent entities, employees, collaborators, and/or agents from any claims, lawsuits, proceedings, and any complaints related to this matter, whether presented in Mexico or abroad.
In the event of a total or partial breach of one or more terms, rules, regulations, and provisions of this Regulation, the Hotel has the unilateral right to immediately terminate the accommodation contract. If such a situation arises, the guests shall still be obligated to pay the full rate for the total stay as set forth in the reservation, without any right to reimbursement or compensation. The Hotel reserves the right to report any facts constituting an offense or that may give rise to liability of any kind to the competent authorities.
The Hotel shall not be liable for any accidents and/or incidents that guests, their companions, or authorized visitors suffer within the Hotel's premises, including those arising from pre-existing hazardous conditions, such as falls, bumps, insect bites, among others, unless the accident or incident was directly caused by the omission or intentional act of the Hotel's staff.
Guests agree to make payment for accommodation, services, purchases, and additional charges generated in accordance with the Regulation, by the guests, their companions, and authorized visitors (the "Total Account"). In this regard, guests authorize the Hotel to charge the Total Account to the bank card presented by the guest upon arrival (this includes late check-out, charges for damages to the Hotel's facilities, special charges for room or common area cleaning, and last-minute charges), without prejudice to any other instructions regarding the method of payment. To request any modification to the corresponding invoice issued by KTRC, guests will have 72 (seventy-two) hours from the issue date. After this period, KTRC and/or the Hotel will not be able to make any changes to the issued invoice.
Guests acknowledge that the Hotel and KTRC operate under the highest standards of compliance with applicable regulations related to hotel operations and the relationship with their respective clients and suppliers. In this regard, guests, their companions, and authorized visitors are made aware of the RCD Code of Ethics, which is available for consultation at www.rcdhotels.com.
Any violation of the Code of Ethics will be considered sufficient grounds to terminate the accommodation contract and request that guests, their companions, and authorized visitors vacate the Hotel's premises. If a violation of the Code of Ethics is detected by any of the obligated parties, such an event may be reported to the Hotel's Management, or through the Anonymous Reporting Line using any of the following means:
Phone: 01 800 211 6500
WhatsApp: 998 275 3030
Email: linearcd@rcdhotels.com
Website: www.linearcd.com
Corporación Inmobiliaria KTRC S.A. de C.V. (the "Responsible Party"), located at Boulevard Kukulkán K.M. 14.5, Manzana 53, Lote 40, Sección "A", Zona Hotelera, Zip Code 77500, Cancún, Benito Juárez, Quintana Roo, Mexico, is responsible for the processing of personal data provided to the Hotel. Personal data is used for the purposes outlined in the Comprehensive Privacy Notice, which can be consulted at https://www.avaresortcancun.com/. Acceptance of the Comprehensive Privacy Notice, under the terms described on the aforementioned website, will be deemed tacit upon the guest's use of the services offered by the Hotel.
Specifically, regarding data processing, guests are informed that the Hotel has surveillance cameras operating 24 hours a day. Through these devices, the Responsible Party collects images, audio, and videos that may include the image of the guests, their companions, and authorized visitors, including minors, exclusively for security and monitoring of the Hotel's facilities, the safety of clients, employees, and visitors, and the monitoring of respective entries and exits. Furthermore, guests are informed that calls made to and from the Hotel rooms are recorded for monitoring and service quality purposes. The aforementioned personal data, and any other data obtained from the activities mentioned, are not shared with individuals or entities outside the Responsible Party's corporate group unless required by a competent authority, or when such data is necessary for the protection, security, and resolution of conflicts involving the Responsible Party, its employees, clients, suppliers, and other related parties.
