Villa Group Terms & Conditions – Villa La Valencia

1 Reservations

The Villa Group offers its vacancies for reservation through multiple channels. We work with all the leading vacation resellers, travel agencies and wholesalers. You will find our rooms and packages at different prices depending on the channel displaying it. You will always receive our best price on our own website.

If you booked your reservation through a third-party reseller, their Terms and Conditions as well as their Cancellation Policies will apply. Please check with your booking agent how to see those.

2 Guest Portal

The Guest Portal offers our guests a self-service connection with our reservation system. Guests can not only view all information regarding their reservations, but also enjoy services like Pre-Check-In and Online Checkout.

2.1 Pre-Check-In

After completion of your reservation, you will receive a Reservation Confirmation email. Even if you made your reservation through a reseller of our services and they provide a reservation confirmation, you will receive a confirmation letter from the Villa La Valencia as well. In our confirmation letter you will receive a link to our Guest Portal where you can see all your reservation details and facilitate your Pre-Check-In.

The Pre-Check-In is a way of bypassing the lines when arriving at the resort. You can do your complete check-in online from the comfort of your home. When you arrive at the resort you only need to pick up your room keys.

2.2 Digital Signature

At the Villa Group properties, we are improving the customer experience to contactless and paperless processes. For your convenience we have implemented the use of Digital Signatures.

In the Pre-Check-In process you will be asked to sign online. With this signature you agree to the validity of your online signature and to its extension for your contactless payments within the resort.

Instead of signing several receipts for each consumption within our resort you may now comfortably confirm your identity, reservation, and meal plan with your wristband (see §4.3) or keycard.

With the acceptance of these Terms & Conditions, the Digital Signature, and the Use of Wristbands, you agree to accepting the legal validity of the complete paperless process as described in these Terms & Conditions.

2.3 Credit Card Tokenization

At all Villa Group Resorts, we use a process called Credit Card Tokenization.

You authorize us to use your credit or debit card to guarantee any and all charges and, if you do not settle your account upon to your departure, you hereby authorize us to charge your credit or debit card or apply funds you have on deposit with us against what you owe to the resort.

Credit Card tokenization is used to make your experience more convenient. There is no need for you to again and again enter your card details. We will keep your card details completely safe (PCI compliant) and encrypted in a virtual token for future use. You even have the liberty of keeping several cards on file with us should you decide to do so.

3 Credit Card Processing

3.1 Reservation Deposit

Upon booking, a deposit is processed, usually the first night’s charges or about 20% of the full reservation amount will be applied to your credit card. This varies depending on where the reservation was made.

3.2 Pre-Check-In and Check-In

Upon Pre-Check-In or if you check in upon arrival, the rest amount of the full reservation cost including resort fees, service charges and taxes will be applied to your credit card on file. If you have no credit card on file with us, you are required to enter one during the Pre-Check-In process.

3.3 Credit Card Processor and Payment Gateway

When using our Guest Portal (see §2) either for Pre-Check-In, Online Checkout or a room upgrade, you will be using your credit card through the Payment Gateway of Stripe.

When checking in or checking out at the Front Desk, you will be using your credit card through the Payment Gateway of Stripe.

When paying with card directly at any of our restaurants or outlets on property, you will be using your credit card through the Payment Gateway of Stripe.

3.4 Accepted Forms of Payment

Our integration with Stripe allows you to pay with the following Forms of Payment:

Credit & Debit Cards	Payment Apps	Virtual Currencies
VISA	PAYPAL	BITCOIN
MASTERCARD	GOOGLE PAY	ETHEREUM
AMERICAN EXPRESS	APPLE PAY	RIPPLE
DISCOVER	AMAZON PAY	TETHER
DINERS CLUB	SAMSUNG PAY
MAESTRO	VENMO	Additional Payment Options
UNIONPAY	ZELLE	ACH Payment Solutions
KLARNA	SKRILL	Affirm – buy now, pay later

4 Arrival

4.1 Check In

When you arrive at the Villa La Valencia you are required to Check-In. You can do this at the front desk or comfortably with one of the Concierges in the Lobby. If you have completed your Pre-Check-In online, you will still need to get your wristbands. You can do this at the front desk or comfortably with one of the Concierges in the Lobby. We recommend completing your Pre-Check-In online before your arrival at the resort. It will let you skip this process and allows you to start enjoying your vacation the moment you arrive.

You must present a valid ID and the same credit card used for the reservation at arrival. Cardholder must travel. In case that a different person shows up, the total stay will be due at the front desk and the original credit card will be used only for the guarantee.

During your Check-In process you will receive RFID Wristbands which function as your Room Key as well as your Contactless Payment Method at our restaurants and outlets.

4.2 Use of Wristbands & Keycards (RFID)

At the Villa La Valencia you will be equipped with an RFID Wristband or Keycard. The RFID Chip inside the Wristband or Keycard is programmed with your reservation information. It functions as your contactless key to open your room door. It also functions as your contactless identifier for any transactions at or restaurants and outlets on property. The wristbands are comfortable and waterproof. You can enjoy the comforts of digital payment without always carrying a wallet or a cell phone with you.

To take advantage of the benefits our new digital resort experience you will need to comply with the following obligations:

4.2.1 Setting up the RFID Wristband

During the Pre-Check-In or Check-In process you will be asked to provide some information necessary for the Digital Payment Experience to work properly and to safeguard your digital wallet from abuse. This information consists of:

For verification purposes each wristband holder must have a portrait image of themselves uploaded. This is part of the Pre-Check-In process.
Also, in the Pre-Check-In process you are prompted to enter any allergies any room inhabitant may have. This information is automatically conveyed to each restaurant order and the kitchen is made aware of this. Naturally our wait staff will still inquire for any allergies at each order. This is merely an option for your convenience
If you are travelling with minors, it is your decision when setting up the wristbands if you want your kids to have their own wristbands.

4.2.2 Acceptance of Terms & Conditions and Digital Signature

You agree that any guests in your room are authorized by you to charge to the room from anywhere in the Hotel or on hotel premises unless you advise the Front Desk otherwise.

4.2.3 Responsibility for all guests in the room

All wristbands for the same room, i.e., the same reservation contain the same information and book to the same Digital Wallet or Room Folio. The Reservation Owner whose credit card is on file is liable for all charges to this Room Folio.

You agree that any guests in your room are authorized by you to charge to the room from anywhere in the Hotel or on hotel premises unless you advise the Front Desk otherwise.

4.2.4 Responsibility for Minors

You agree that any guests in your room are authorized by you to charge to the room from anywhere in the Hotel or on hotel premises unless you advise the Front Desk otherwise.

4.2.5 Digital Restaurant Ordering Procedure

In our standard restaurant ordering procedure, all orders are processed digitally. Each order requires first the guest to identify themselves using their NFC wristband. Holding the wristband against the waiter’s tablet verifies the guest’s identity, the room number, the reservation information, the meal plan, any applicable discounts as well as the credit line on the guest’s account.

Only with a valid identification via NFC wristband can an order be processed. Only with the wristband identification process will the correct meal plan and discounts be applied.

When closing the bill, you will be asked to again scan your wristband to confirm you agree with the presented bill as well as your choice of tip if you wish to charge the bill to your room. You receive a receipt for each transaction sent to your email on file.

4.2.6 Failure to close a bill at Consumption Center

If you leave the restaurant without properly closing your bill, we reserve the right to charge your consumption to the room you identified while creating the order. Your failure to close the bill with your waiter results in you automatically accepting the resulting room charge and waiving your right to challenge the charge.

4.3 Incidentals

Incidentals are purchases, services and consumptions which are booked to the room in addition to the reservation itself. These can range from dinner at one of our restaurants to purchases at the Palmita Market or even an Honor Bar consumption. Incidentals also include guest liabilities such as objects missing from the room or damaged inventory.

4.4 Line of Credit

For your convenient use of the wristbands as your Contactless Payment Method and to cover any incidentals, the resort will put a hold or pre-authorization on your credit card on file. This charge will show of as your Line of Credit on your reservation. Your line of credit allows you to comfortably use your RFID Wristband to book any onsite charges to your room. Depending on your available Line of Credit, the hotel will make a second or third pre-authorization charge to your credit card.

4.5 Room Allocation

Every effort will be made to accommodate your requests for specific room type and location; however, we are unable to guarantee any requests as rooms are not assigned until check in. Additional fees may apply depending on the specific requests.

4.6 Changes to Your Reservation

Should your plans require you to adjust your departure date, please check with the Front Desk on room availability, but note that your rate is subject to change. Please notify the Front Desk immediately if there are any errors to name, rate, or length of stay.

You may also make alterations to your reservation yourself at any time. We offer three options for you to choose from:

Guest Portal: Access your Guest Portal with this link and your reservation confirmation code. There you may easily access and update your reservation online.
Villa La Valencia Website: On our website we offer a highly intelligent Chat Bot, Señior Valencia, who can assist you in making any changes or add-ons to your reservation. You can have Señior Valencia book upgrades for you as well as arrange for airport transfer or any desired activities. Just ask.
Call Center: call 800 522 0059 toll free to reach one of our call center agents.

5 Your Stay – On Site

5.1 Hygiene Policies

We know how important it is to always maintain high standards of cleanliness. Our resorts obtained advice from infectious disease specialists and certification from companies like PREVERISK as part of our preparations for your safety. In addition, the destinations of Cabo San Lucas, Puerto Vallarta, and Riviera Nayarit, as well as several our resorts, have all received the Safe Travels stamp from the World Travel & Tourism Council.

At The Villa Group Resorts, we have created our own health and hygiene program that goes above and beyond government recommendations. We are totally committed to upholding the highest standards regarding disinfection, hygiene, sanitation, and more.

5.2 Pet Policies

Villa Group Resorts are not considered “pet friendly” hotels. However, we are pleased to welcome your Emotional Support Animals (ESA), Therapy Dogs, or Service Animals on the property under the following Terms & Conditions:

Only 1 ESA/Service Animal permitted per suite.
ESA/Service Animal must always wear its identifying vest and be under the owner’s control and supervision.
ESA/Service Animals are not permitted in public areas such as the Spa, lounge chairs, restaurants, bars, or pools.
ESA may not be left unattended in the room or common areas at any time. If the animal must be left alone in the room, it must be placed into its transportation carrier.
Owner must inform housekeeping of special requirements for the suite cleaning.
Fee: There is a $100 US fee for deep cleaning for ESA or Service Animals per stay. Fee is applicable to each unique room in a consecutive stay.
ESA must be kept on a leash or in a carrier while on property and in public areas. Owner must always walk ESA or Service animal in designated areas and carry a cleanup kit for proper disposal of animal excrements.
Owner and ESA must respect the accommodations and comfort of other guests. Noise and disruptive complaints are not acceptable. Owners are fully responsible for any disturbances that may affect the stay of other guests of the resort.
Dogs are the only animal species that qualify as an ESA or Service Animal. Pets should weigh 20 pounds. (*Species and weight requirements not specified at all properties.)
Property damage will result in a fee to be assessed by Resort Management.
If ESA exhibits aggressive behavior towards other guests or hotel staff, owner agrees to remove the ESA. Hotel Management will make the final decision as to what constitutes “aggressive behavior,” and owner agrees to follow management’s decision.
ESA is not allowed to be on the bed in the room, use guests towels or kitchen utensils like bowls or plates. *Guest must have all ESA items needed (such as collar and leash, tags, blankets, food, bowls, toys).
Rooms for ESA or Service Animals may be restricted to certain buildings; each resort will determine this policy.
ESA must be current with all required shots and immunization. Resort is not liable for any illness or medical issue pertaining to an ESA.
Documentation – each resort will work directly with member/guest regarding paperwork needed including one or more of the following: ESA Waiver, Mental and/or Medical Health documentation, Veterinarian Certificate, Animal ID, Proof of Legitimate Service, ESA Kit. All relevant documents must be sent to the resort within 7 days in advance of arrival.
Non-compliance of any the rules above may result in Hotel Management terminating the reservation.

5.3 Guest Behavior

You are on a well-deserved vacation, and you want to enjoy yourself. We are all for that and want to make your stay a divine experience. To ensure this for all our guest we must insist on a certain code of behavior.

Please follow the rules, operating hours, dress codes and staff instructions as presented to you.
Please treat other guests and our staff with respect and politeness.

5.4 Room Inventory

Each room type comes with a specific inventory of fixed installations, non-fixed items, and commodities.

Fixed installations include beds, bed stands, tables, TVs, refrigerators, microwaves, dishwashers, washers/dryers, and such.
Non-fixed items include bathrobes, towels, bed sheets, pillows, coffee makers, glassware, cutlery, and similar items.
Each guest is responsible for their room inventory.

5.5 Security

For your safety the Villa La Valencia uses a state-of-the-art Security System with 4K video and audio capabilities for night and day. By accepting these Terms & Conditions you agree to our monitoring procedures and you agree to having yourself captured in video and audio.

5.6 Honor Bar Policies

At all Villa Group Resorts, we provide a refrigerator or mini/fridge with drinks and snacks in each room. The drinks and snacks provided are considered the Honor Bar.

The items of the Honor Bar are not for free.
The Honor Bar has a price list. This price list is displayed as a QR Code in the room and on the Info Screen of your TV.
All Honor Bar consumptions will be charged to the room.
All Honor Bar items are labelled with an Honor Bar sticker. Guests may not replace Honor Bar items with store purchased products.
A team from Room Service refills the Honor Bar each day to continuously offer you the full selection.
Should you use our online Checkout option and consume any Honor Bar items after Checkout, these items will be charged to your card on file.

5.7 Smoking Policies

At all Villa Group Resorts, we have a non-smoking policy. Smoking as well as vaping is not permitted in any public areas or within the guest rooms. This includes the terrasses and balconies. Each Resort has designated smoking areas. Any form of smoking is limited to these designated smoking areas.

5.7.1 Room Cleaning Cost

If guests smoke or vape in their rooms, the resort is required to have those rooms professionally deep-cleaned. This includes steam cleaning the carpets, mattresses, pillows, linens, curtains, and towels as well as all wooden furnishings. This effort comes at a cost of USD 190.- to USD 290,- per room, depending on room size, which will be billed to the guest’s credit card. By accepting these Terms & Conditions the guest acknowledges this responsibility.

5.8 On Site Services

The Villa La Valencia offers many services on property. The most important ones are listed below.

5.8.1 Spa / Gym / Beauty Salon

All guests at the Villa La Valencia may enjoy the Gym as well as our Spa and Beauty Salon. Make sure to book in advance as our treatments are very well popular and schedules fill up quickly. You may comfortably make your reservation by dialing Premium Guest Services at extension 1000.

5.8.2 Premium Guest Services

At the Villa La Valencia the Premium Guest Services function as your single point of contact for all your desires. You may use Premium Guest Services (extension 1000) to order Room Service, ask for Housekeeping, make a reservation for a restaurant or spa treatment. Our Premium Guest Services will either execute your assignment directly or connect you with the desired service.

5.8.3 Room Service

Room Service is available to our guests 24 hours a day and 7 days a week. Simply dial Ext. 100 for Premium Guest Services and they will gladly take your order.

Room Service features 4 different menus depending on the time of day:

Breakfast Menu: 7:00am till 12:00pm
Lunch Menu: 12:00pm till 11:00pm
Dinner Menu: 12:00pm till 11:00pm
Night Menu: 11:00pm till 7:00am

For Room Service there is an extra charge of 15% for delivery to the room. By accepting these Terms & Conditions you agree to this extra charge.

Room Service is one of our most popular outlets. Please order early as demand may create wait times.

5.8.4 Restaurants

The Villa La Valencia offers 6 options for your culinary needs. These are:

La Jolla – Lobby Bar open daily from 10:00am till 10:00pm
Palmita Market & Deli open daily from 7:00am till 10:30pm
El Patron – Mexican Cuisine open daily from 7:00am till 11:30pm and 5:30pm till 10:30pm
Latitud 23.5 Steakhouse open daily from 5:30am till 11:00pm
La Taberna – Seafood & Spanish Cuisine open daily from 12:00pm till 4:00pm and 6:00pm till 10:30pm
Coralle – Pool Restaurant & Bar open daily from 11:30am till 5:00pm

Opening hours and availability may vary depending on seasonality and weather conditions.

5.8.5 Palmita Market

The Palmita Market is your onsite mini market where you can buy groceries, pharmacy, and boutique articles. The Palmita Market & Deli is open daily from 7:00am till 10:30pm.

5.8.6 Kid’s Club

Enjoy some hours without your kids while knowing they are in good hands, and they are having the time of their life. The Kid’s Club is open daily from 10:00am till 5:00pm.

5.8.7 Activities

The Villa La Valencia offers a variety of activities cost free. Ask at the reception our directly to the Activities Team which activities would best appeal to you.

5.8.8 Currency Conversion Booth

The Villa La Valencia is a cash free resort. We encourage you to use the wristbands as your Contactless Payment Method. But we do offer the service of a Currency Conversion Booth. Due to governmental regulations, you must present a valid ID when changing foreign currencies and you are limited to no more than USD 500 per day. Please check at the booth for the applicable daily currency exchange rate.

5.8.9 Laundry Services

Should you require Laundry Services at the Villa La Valencia, we have got you covered. We offer regular Laundry Services in house a swell as Dry-Cleaning Services through a third-party provider. Simply call Premium Guest Services at Ext. 1000 and they will help you get your laundry taken care of.

5.8.10 Weddings & Events

Cabos is a very popular wedding location, and the Villa La Valencia offers some of the best beach views possible. To book your dream wedding check https://villalavalencia.com/weddings

5.9 Third Party Services

We offer several third-party services like Taxis, Tours & Activities, Nanny Services and much more. Ask your concierge or dial Premium Guest Services at Ext. 1000 to solicit the service you desire.

For all Third-Party Services the Terms & Conditions as well as the Cancellation Polices of said Service Providers apply.

5.10 Availability of Services

Availability of services as well as their opening hours may vary depending on seasonality as well as the daily weather. There is no guarantee of availability of services. Non available services are no justification for any refunds or compensations.

5.11 Vouchers, Coupons & Gift Cards

The Villa La Valencia uses vouchers, coupons, and gift cards for various purposes. Each voucher, coupon, or gift card has unique conditions of where and how they can be used for. Should you be in possession of such a value or discount certificate please read the terms displayed on it.

Vouchers, Coupons and Gift Cards may not be cumulated or transferred.

6 Checkout

6.1 Checkout

We strive to make your checkout as simply and convenient as possible for you. You may choose to do your checkout at the front desk or online from the comfort of your room.

6.2 Online Checkout

At the Villa La Valencia we offer a hassle-free Online Checkout. In the night before your stay with us ends you will receive an email with your provisional Statement attached. Please review the statement carefully. If you agree with everything listed on the statement, you may digitally sign right in the email, hit send and you are already checked out.

Should you not agree with the statement provided please see the front desk and they will help you clarify any charges in doubt.

By completing the Online Checkout, you authorize the resort to process your remaining line of credit against the charges listed on the provisional statement. At the same time, you also authorize the resort to process any charges occurring after your online checkout and before you vacate the premises.

Upon departure, please deposit your wristbands and keycards at the reception. Once we have received your wristbands and registered your departure you will receive your final statement sent to your email.

6.3 Challenging a Room Charge

Where people work, mistakes may happen. Should you find a position on your statement you do not agree with, please go to the front desk and they will help you clarify any doubts.

Our Resort has a state-of-the-art Point of Sales System which captures and logs every transaction and every interaction with our guests’ wristbands. We also monitor our restaurants and outlets with 4K video and audio surveillance. We can deliver a report containing the POS logs as well as the CCTV footage for each charge.

6.3.1 Documentation Cost Charge

To protect you and the resort against frivolous charge challenges we will ask for a Documentation Cost Charge of USD 190.-, should you challenge a charge which clearly turns out to have been transacted by you.

With the acceptance of these Terms & Conditions you agree to this practice.

7 Cancellation Policies

Our Cancellation Policies are dependent of the season and may differ for some Special Deals. Following you will find the General Cancellation Policies per season for the Villa La Valencia:

Jan 3rd – Mar 6th, 2022

If you cancel or modify the reservation up to 3 days before your arrival, no penalty will be charged. If you cancel or modify your reservation outside that period or in case of no-show, you will be charged the 100% of 1 night. One night including taxes and resort fees will be charged to the credit card provided at the time the reservation was made.

Mar 7th – Apr 10th, 2022

If you cancel or modify the reservation up to 7 days before your arrival, no penalty will be charged. If you cancel or modify your reservation outside that period or in case of no-show, you will be charged the 100% of 2 nights. Two nights including taxes and resort fees will be charged to the credit card provided at the time the reservation was made.

Apr 11th – 16th, 2022

If you cancel or modify the reservation up to 14 days before your arrival, no penalty will be charged. If you cancel or modify your reservation outside that period or in case of no-show, you will be charged the 100% of 2 nights. Two nights including taxes and resort fees will be charged to the credit card provided at the time the reservation was made.

Apr 17th – Nov 22nd, 2022

Nov 23rd – 28th, 2022

Nov 29th – Dec 20th, 2022

If you cancel or modify your reservation 24 hours prior to arrival, no charges of penalty will apply. If canceled or modified after the deadline it will be charged 100% of the first night. In case of no show will be charged 100% of the first night. One night including taxes and resort fees will be charged to the credit card provided at the time the reservation was made.

Dec 21st – 26th, 2022

Dec 27th, 2022 – Jan 2nd, 2023

If you cancel or modify the reservation up to 21 days before your arrival, no penalty will be charged. If you cancel or modify your reservation outside that period or in case of no-show, you will be charged the 100% of 4 nights. Four nights including taxes and resort fees will be charged to the credit card provided at the time the reservation was made.

8 Contact & Personal data

I hereby accept that OPERADORA PALMAR CABO, S.A. DE C.V., or any of its affiliate companies can contact me/us by telephone, mail or e-mail in order to inform me/us of any future promotions for special rates, vacation packages, vacation property packages or any other offers and similar promotions; and that my personal information will be protected by the Federal Law For Protecting Personal Data Base Possessed By Particulars and that I can visit the http://www.villagroupresorts.com/info/privacy-policy web site for more information.

9 Limitation of Liabilities

To the maximum extent permitted by law, we, other members of our group of companies and third parties connected to us hereby expressly exclude any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with his/her use, or inability to use, a digital key, including, without limitation any liability for loss of income or revenue; loss of business; loss of profits or contracts; loss of anticipated savings; loss of data; loss of goodwill; and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

SAFETY DEPOSIT BOX: The management will not be responsible for any loss of money, jewels, and other valuables. For your convenience we offer our safety boxes in your room closet

Villa Group Terms & Conditions – Villa La Valencia