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Hotel Rules

All guests are required to present a valid ID and complete the registration form upon arrival. Room payment must be made in advance.
Check-in is from 3:00 pm and check-out must be completed no later than 12:00 pm. Extensions to these times depend on availability and carry an additional fee. If the guest does not vacate the room, the hotel reserves the right to charge an additional night or remove the guest’s belongings from the room.
Access by visitors or unregistered persons is strictly prohibited. Pets of any kind are not allowed. The use of drugs or psychoactive substances is strictly forbidden, as is making disruptive noise or disturbing the peace of the property.
Quiet hours begin at 11:00 pm to protect the tranquility and rest of all hotel guests. Use of the terrace is limited to the hours of 7:00 am to 10:30 pm.
Guests must keep their room locked and ensure they check their belongings before check-out. Hotel Casa de las Abuelas is not responsible for items forgotten or lost in guest rooms or on the premises. The Hotel declines all responsibility for the loss of jewelry, money, documents, electronic devices, or valuables of any kind kept in the rooms; safety deposit boxes are available for safekeeping.
Guests may use the luggage storage service free of charge; however, the hotel is not responsible for damage or loss.
Guests must cover the costs of any damage to or loss of room supplies or furnishings (sheets, towels, mattresses, pillows, bathroom equipment, etc.) caused by them or their companions. The room will be inspected upon departure. We kindly ask you to leave it in good condition to avoid additional charges.
Smoking or vaping is not allowed inside the rooms. Failure to comply with this rule will result in a penalty fee for sanitizing and deodorizing the room.
Hotel Casa de las Abuelas reserves the right to evict guests without any refund in the event of non-compliance with these rules or if they disturb the order and safety of the property.

Cancellation Policy

You may cancel your reservation free of charge up to 48 hours before the arrival date.
If the cancellation is made less than 48 hours in advance, or on the day of arrival, 100% of the total reservation cost will be charged.
Cancellations of reservations with promotional rates, discounts, or non-refundable rates, as well as failure to show up for the reservation (No Show), will be charged in full at 100% of the reservation cost.

Privacy

At Hotel Casa de las Abuelas, we value your trust and protect your personal data. This Privacy Policy explains what information we collect, how we use it, and how you can exercise your rights.

1) Data Controller

Hotel Casa de las Abuelas (hereinafter, the “Hotel”) is responsible for the processing of personal data.
Address: Calle Sangre de Cristo 52, Centro, Guanajuato, Gto., Mexico.
Contact email: contacto@hotelcasadelasabuelas.com
Phone: +52 473 161 0120

2) Personal Data We May Collect

We may collect data when you make a reservation, contact us, stay with us, or browse our website:

a) Identification and Contact

First and last name
Email address
Phone number
Nationality/country of residence (if applicable)
Billing information (RFC, business name, tax address) if you request an invoice

b) Reservation and Stay Details

Check-in/check-out dates
Room preferences and special requests (e.g., bed type, arrival time, allergies if you provide them)
Reservation history and charges linked to your stay

c) Payment Data

To process payment, card data is used through a payment provider.

Important: The Hotel does not store your full card number or security code (CVV). Processing takes place on the payment provider’s platform, which may return confirmations such as payment status, amount, date, last 4 digits, or a reference token.

d) Browsing Data

IP address, browser/device type, pages visited, cookies and similar technologies (see Cookies section).

Sensitive data: We do not request sensitive data. If you share sensitive information (e.g., health data) in any free-text field, you do so at your own responsibility, and we will only use it to address your request.

3) Purposes for Using Your Data

Primary purposes (necessary)

We use your data to:

Manage your reservation, confirmations, modifications, and cancellations
Provide lodging services
Process payments and issue receipts/invoices
Customer service and communications related to your stay
Fraud prevention and transaction security
Comply with applicable legal obligations

Secondary purposes (optional)

If you authorize us, we may use your data to:

Send promotions, news, and offers from the Hotel
Satisfaction surveys and service improvement

You may refuse or withdraw consent for secondary purposes at any time by emailing contacto@hotelcasadelasabuelas.com.

4) Legal Basis

Processing is carried out mainly under:

Performance of a contract (your reservation/stay)
Compliance with legal obligations
Consent (e.g., marketing or non-essential cookies, when applicable)
Legitimate interest (security, fraud prevention, service improvement)

5) Transfers and Third Parties

We may share personal data only when necessary to fulfill the purposes described, for example with:

Payment provider / gateway: We use Stripe to process card payments on our website.
Technology providers: hosting, email, booking system, analytics (e.g., Google Analytics), with limited access and appropriate security measures.
Authorities: when legally required or to protect the rights of the Hotel and/or third parties.

We do not sell your personal data.

6) Data Retention

We keep your data:

For as long as necessary to fulfill the reservation/service
For the period required by tax, accounting, or security laws
Until you request deletion when applicable (and when there is no legal restriction)

7) ARCO Rights and How to Exercise Them

You have the right to Access, Rectify, Cancel, or Object to the processing of your data (ARCO Rights), as well as to withdraw your consent (when applicable) and limit its use/disclosure.

To exercise these rights, email: contacto@hotelcasadelasabuelas.com including:

Data subject’s name and a way to receive our response
The right you wish to exercise (ARCO / withdrawal of consent)
A clear description of the data and/or request
Official identification and, if applicable, proof of representation

We will respond within the timeframes established by applicable Mexican law.

8) Cookies and Similar Technologies

Our website may use cookies for:

Essential site functionality (e.g., session, reservation)
Measurement and analytics (performance, statistics)
User preferences
Marketing (only if enabled and you accept)

You can disable cookies in your browser settings. Some essential cookies may be required for the website to function properly.

9) Information Security

We apply reasonable administrative, technical, and physical measures to protect your data against damage, loss, alteration, destruction, or unauthorized use.
Payments are processed through the payment provider in environments designed for secure transactions (e.g., encryption and the provider’s security controls).

10) Minors

The website and services are intended for adults. If we detect information from minors without consent from a parent or legal guardian, we may delete it.

11) Changes to This Policy

We may update this Privacy Policy. We will publish the current version on the website and indicate the last update date.

12) Contact

If you have questions about this Policy or the processing of your data, contact us:
conctacto@hotelcasadelasabuelas.com
Calle Sangre de Cristo 52, Centro, Guanajuato, Gto., Mexico.