Please read the following terms and conditions applicable to the website sierralagoresort.com. By accessing this page, you agree to all its terms, without limitation or any other criteria.
Reservations
Reservations can be made online at www.sierralagoresort.com or through our Call Center.
The hotel requires reservations to be made prior to arrival.
Reservations are considered confirmed only upon receipt of a Guarantee Deposit.
Reservation inquiries are answered individually, with a response within 2 business days.
The hotel reserves the right to refuse entry and accommodation for any behavior deemed inappropriate, either on arrival, during the stay, or based on prior visits.
All reservations are on an All-Inclusive plan. Room Only reservations are not accepted. Reservations made on the official Sierra Lago Resort website require presentation of the same credit card used for booking and a valid government-issued ID upon arrival.
Rates
Rates posted on the Sierra Lago Resort & Spa website are per two adults, per night.
Special promotional rates are valid only when booking online at www.sierralagoresort.com.
Prices published in USD will be converted into MXN upon payment.
All rates include VAT, tourism, and government taxes.
Rates are correct at the time of publication and subject to change without notice.
Check-in / Check-out
Check-in time is after 3:00 p.m.
Check-out time is before 12:00 p.m.
Late check-outs after 4:00 p.m. (All-Inclusive Plan) are subject to a fee of 50% of the nightly rate per person.
Deposit
A deposit is required to guarantee your reservation and may vary according to the season booked.
The outstanding balance is payable upon completion of your stay.
Special offers and promotional reservations require a 50% deposit, with the balance due on arrival.
Deposits may also be completed through a Letter of Authorization including your credit card information.
Payments
A credit/debit card is required to secure a reservation.
Credit card information will be handled confidentially and used solely for payment processing.
A Guarantee Deposit (including room rate, taxes, and service fees) is required at the time of reservation confirmation.
Government-issued photo ID and a credit card are required at check-in for incidental charges.
For your safety, cash payments are not accepted; all payments must be made via credit/debit card.
Changes, Cancellations, and No-Show Policy
Cancellation fees by season
High Season: Cancellations within 15 days of arrival will incur a fee equal to one night's accommodation.
Winter High Season: Cancellations within 30 days of arrival will incur a fee equal to the full stay.
Low Season: Cancellations within 3 days of arrival will incur a fee equal to one night's accommodation.
Our Seasons
High Season: February 3–5, March 15–18, April 16–22, September 13–16, November 15–19.
Winter High Season: December 23 – January 3.
Low Season: Rest of the year.
No-shows, cancellations on the day of arrival, and shortened stays will incur charges for the full cost of the reservation. Cancellation policies do not apply to non-refundable specials.
Minimum Stay
Holidays: Minimum stay of 2 nights.
Christmas and New Year: Minimum stay of 3 nights.
Easter: Minimum stay of 5 nights.
Hotel Services
Some hotel services are complimentary, while others require a minimal fee. Please confirm during booking to avoid misunderstandings.
The hotel is not responsible for any loss or damage to guest property. Safety deposit boxes are available for guest use at their own risk. With the exception of service dogs, pets are not allowed.
Restrictions
Bringing food or beverages of any kind without exception.
Preparing food inside the cabins.
Introducing pets or livestock.
Bringing pillows, sheets, quilts, or other bedding items.
Introducing heating or cooking appliances.
The hotel reserves the right to immediately remove and/or confiscate any prohibited items found without prior notice and charge for any costs incurred.
Guest Behavior
Guests are expected to maintain orderly and acceptable behavior at all times and not disturb the enjoyment of others. We reserve the right to immediately terminate your booking if your conduct breaches this policy.
Inappropriate noise levels or disturbances.
Drunken or unruly behavior.
Any behavior offensive to other guests or staff.
Use of speakers or music in hotel common areas including pools and restaurants.
Entering the pool wearing anything other than swimwear.
We will act reasonably when deciding on the enforcement of this policy. In the event of termination, you must leave the accommodation immediately, and you will be responsible for any damage or loss caused by yourself or members of your group. Full payment for damages must be made prior to departure.
Our responsibility ends when the booking is terminated. We have no obligation to refund lost accommodations or expenses resulting from termination.
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