Reservation Policy

Credit card guarantee at check in: At the time of check-in at the hotel, all customers, without exception, must leave a credit card deposit (VISA or MC) which will be cancelled when checking out. A damage deposit of $150 USD per stay per room is to be accepted at the time of your arrival time by opening a credit card voucher.

This deposit must be guarantee with your VISA OR MASTERCARD CREDIT CARD (not accept debit card / cash for deposit) and will be cancelled or refunded 48hrs after check out (during weekend may take more days). The refund must apply if  there are no damages reported in your room.

You agree to be responsible for all damages not covered by your initial damage deposit. You will not be held responsible for normal wear of items in the room.

We reserve the right to charge for extra cleaning if the room was not left in reasonable condition, this include: linens, tattoo ink, pencil ink or hair dye, is considering a damage in linnes. Pen or inks stains in the sheet or towells are considered damage in the hotel.

  • STAINED SHEET-PILLOW COVER-PILLOW COST $20 USD

  • STAINED TOWEL COST $20 USD

  • LOST KEY CHARGE: $30 USD/LOST KEY

  • LOST SECURITY BOX : $50 USD PER LOST ITEM 

IF YOU ARE ARRIVING LATE: you must leave a deposit of $ 1000 Mexican pesos to the hotel security staff and you must register the next day at the first hour, this deposit is 100% refundable in the next few days after opening your voucher.

  • Rates are based on double occupancy and are quoted in USD.

  • Tips and services not included.

  • Smoking is only allowed in open areas, not inside rooms.

  • Pets of any kind are not allowed inside the hotel facilities.

  • Rates subject to change without notice.

  • Credit Card Fraud Control Policy: To protect credit card owners from fraud, the guest is required to present the actual credit card used in making the online booking and a valid government issued PHOTO ID of the card owner upon check-in. The hotel reserves the right to refuse the guest to check-in for failure to comply with this requirement. If the card owner is not the one staying at the hotel, the guest is required to present clear photocopies of the front and back of the credit card used, a valid government issued photo ID of the card owner along with a authorization letter stating that the credit card holder has allowed the guest to use his/her card for the reservation. The hotel may cancel a confirmed reservation if a booking is suspected to be made using a fraudulent credit card.

  • Early check out: If early departure/check out during stay, there will be a 1st night penalty fee in addition to the stayed nights.

  • Exchange rate: Exchange rate will be based on property's current posting.

  • Late check-out: Late check-out may be permitted based on availability. Additional charges may apply.

  • Pet Policy: No pets are allowed

Cancellation Policy

  • CANCELLATION: We don't charge you a cancellation fee if you choose to cancel 47 hrs before arrival date (before 3:00 pm Mexico Central time of your arrival date). You must contact us directly by email or by phone if you want cancel your reservation and proceed ith your refund. Refund will cost you 3% due bank transaction. If you doesn´t  contact us in the next 5 days of your booked date, we will not refund.

  • MODIFICATION: We don't charge you a modification fee if you choose to modify before 3:00PM Mexico Central time of your arrival date. Otherwise you will be charged the cost of the first night. Rates may change due different seasons.. If you doesn´t  contact us in the next 5 days of your booked date, we will not refund.

  • NO-SHOW: Guests who do not arrive within 24 hours of the check-in date and time of the hotel will be charged the first night of the reservation. You must contact us directly by email or by phone if you want cancel your reservation and proceed ith your refund. Refund will cost you 3% due bank transaction.  If you doesn´t  contact us in the next 5 days of your booked date, we will not refund.

  • EARLY CHECK OUT: If early departure/check out during your stay, there will be a 1 night penalty fee in addition to the stayed nights.

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Av Nicolás Bravo 2, Centro, 77400

Isla Mujeres, Quintana Roo, México

         info@rocamar-hotel.com

         + 52 998 877 0101

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