- CAMINO REAL GROUP -
GENERAL
The published rate is for a maximum of 2 adults and 2 free minors up to 11 years old. In case of soliciting a 3 adults rate, the third person will be considered with an additional charge, which will be reflected at the moment of checking availability on the website.
In case of soliciting a crib and/or extra beds, this may generate an additional cost, which will be quoted and paid in the hotel at the moment of registration (subject to availability in the property).
Parking, for some properties, has an additional cost per day with a preferential rate for guests. Please ask in Reservations or at Front Desk the applied cost in every hotel and destination.
It is not allowed to introduce outside food and beverages into the hotel’s facilities.
Please take into consideration that at the moment of registration it is necessary to show an official ID (voter identification card, passport, driver’s license, professional license). In the case of Company Partnership rates, it will be necessary to show company employee ID, under which the reservation was made.
Reservation will only be valid as indicated and confirmed in the system. The hotel may reject any other written or printed confirmation that may have been altered.
RATES WHIT MEALS INCLUDED
The breakfast included within the rate is per paid adult and up to 2 minors below 8 years old accompanied by an adult.
CHECK-IN / CHECK-OUT
The room will be available to be used at 15:00 hrs of the day of your arrival. The limit hour to deliver your room the day of your exit is at 12:00 hrs. Should you wish to have access to your room at an earlier time or deliver it after the time of your exit, we suggest contacting the department of reservations or directly to the hotel so they can indicate the additional cost for these services.
CHANGES & CANCELLATIONS
In case of realizing a date change to your reservation (provided that the previously purchased rate allows it, and is within the allowed date to make said change) it may suffer modifications according to the availability of it at the moment of making the change, consequently at the moment of the change you will be offered the best available rate for that day.
In case of extending the stay, the previously confirmed rate may not be available, therefore, the rate confirmed for the extended nights will be the best available rate for that day.
In case of early departure from the confirmed dates, the hotel reserves the right to charge the rest of the nights not used, according to the booked rate’s cancellation policy.
In case of soliciting your booking’s cancellation, please verify the mentioned policies within your confirmation letter, since they may vary according to the selected hotel and rate.
In case of any changes in the hotel room tax or the value added tax, the difference will be refunded or added to the total cost of the reservation.
The time mentioned to make changes and cancellations is according to the local Mexico City time zone (GTM-06:00 Central Standard Time).
RATE PUBLISHING
The published rates have been calculated in American Dollars (USD). Payment for the reservation must be made in national currency (MXN). All charges are subject to the hotel’s exchange ratio for each of the nights of lodging.
Changes in taxes or implemented fees upon reservation may affect the total price of the room.
The rate is confirmed according to the number of indicated guests at the moment of checking availability on the website. Any increase or decrease in the number of guests may cause a modification in the rate.
NO-SHOW
In case the guest does not show up at the moment of check-in, the hotel reserves the right to make the corresponding charge to a NO-SHOW and cancel the reservation.
This charge applies to any type of purchased rate. For reservations where cancellation does not apply, the 100% of the stay charge will be made; for reservations where cancellations are applied, only the charge for the first night of the stay will be made.
The NO-SHOW charges will be made directly to the credit card given at the moment of booking.
WEBSITE PAYMENT
To enhance your experience and make your reservation with security and ease, currently we have our payment getaway through PayPal.
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Payment Method
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Full Payment: the full charge of the stay will be made, at the moment of generating the reservation.
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Partial Payment: only the charge for the first night of the stay will be made, at the moment of generating the reservation and will have to be fully paid at the moment of check-in in the property.
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Payment Options
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PayPal Check-out Payment: you will have to log into your PayPal account, select the card with which you wish to pay and make the corresponding payment to the reservation according to the selected payment method. Remember that by logging into your PayPal account and continuing the payment process, you authorize Camino Real Hotels to make the corresponding charge to your reservation.
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Credit or Debit card Payment: you will have to make a regular e-commerce transaction by entering the data of your credit or debit card and make the corresponding payment to your reservation according to the selected payment method. Remember that by entering your banking information, you authorize Camino Real Hotels to make the corresponding charge to your reservation.
*All charges made via website are with taxes included.
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RESERVATION GUARANTEE
To guarantee the reservation, we ask for 100% of the stay (FULL PAYMENT) or the payment of 1 night (PARTIAL PAYMENT) depending on the payment option selected at the moment of making the reservation.
For rates where cancellation does not apply or one night reservations, the charge for 100% of the stay will be made.
- Loyalty Program: REAL LOYALTY -
1. PROGRAM REGISTRATION
Registration to the Real Loyalty program is completely free and voluntary. By affiliating, each member accepts the present terms and conditions and the privacy notice. All data provided will be stored and protected under the Ley Federal de Protección de Datos Personales. Membership to the program is personal and non-transferable, and only people of legal age (18+) can participate.
2. MEMBERSHIP
The membership will be exclusively digital and non-transferable, and will be sent to the e-mail given at the moment of registration. If registration to the program is made via phone and/or in person, an e-mail will arrive to validate the given data by the member, for identification in the platform will be via the registered e-mail at the moment of affiliation. It is the member’s obligation to update their data to ensure the effective communication of the program. The members may check their account status in the website realloyalty.com or through the official app of the program.
3. LOYALTY ACCUMULATION
Program members earn Loyalties for each qualifying expense on hotel stays or food and beverage consumption at participating properties, even when not staying overnight, provided that their membership number is presented at the time of purchase. Loyalties will be credited within 72 hours after checkout or consumption.
Members earn 10 Loyalties for every MXN $20.00 spent before taxes and service charges. The following transactions are excluded from earning Loyalties: banquets, special events, additional services, tips, taxes, and certain rate types such as wholesale, crew, group, online travel agency (OTA) rates, exclusive promotions, and package rates.
Loyalties will not be earned for stays, products, or services purchased prior to the member’s enrollment date in the Real Loyalty program.
To be eligible for earning Loyalties, the reservation or consumption must be under the registered member’s name.
If, at checkout, charges are transferred between rooms (for example, when one guest assumes payment for multiple rooms), Loyalties will be credited only to the member whose name appears on the final paid account. Rooms or expenses whose charges were transferred to another account will not generate Loyalties, even if the original guest is a registered member of the program.
If the monthly accumulation of Loyalties exceeds the identification threshold established under the Federal Law for the Prevention and Identification of Transactions with Illicit Funds (LFPIORPI), the member will be required to provide additional information and documentation to comply with the law. Failure to comply or providing false information will result in the cancellation of the membership and forfeiture of all accumulated Loyalties, without liability for Real Loyalty.
4. LOYALTY REDEMPTION
The accumulated points have no monetary value and their sale is forbidden, except under the stipulated conditions. Loyalties can be redeemed for hotel nights, consumptions in restaurants, products from the prize catalog, and other services offered by Real Loyalty. Loyalties' redemption is subject to availability and program’s policies.
Bookings made through loyalties' redemption must be made with at least 72-hour anticipation, and cancellations will be subject to each hotel’s policies.
The Real Loyalty program will not hold any responsibility for the non-compliance of a reservation due to reasons outside of it, such as fortuitous events or acts of God, which imply the member of the program will not have the right to demand any type of compensation.
Loyalties' redemption made for catalog prizes, services, experiences, certificates, coupons or vouchers are definitive and will not be canceled nor refunded under any circumstances. Once the transaction is confirmed, the member accepts that no loyalty returns nor changes will be made in the selection of the redeemed reward.
5. EXPIRATION OF LOYALTIES
For Blue-level members, Loyalties are valid for 24 months from the date they were earned. Loyalties not redeemed within this period will automatically expire. Members are responsible for monitoring their account balance and expiration dates.
For Gold and Platinum-level members, Loyalties do not expire as long as the member maintains that level. If a Gold or Platinum member is downgraded to Blue, the expiration policy for the Blue level will apply.
6. MEMBERSHIP INACTIVITY & CANCELLATION
Members that do not show activity during an 18-month period will be eliminated from the program automatically. Furthermore, Real Loyalty reserves the right to suspend, cancel or temporarily or definitively remove a member’s membership for non-compliance of the general established conditions. In case of membership cancellation, all the accumulated loyalties will be annulled without any responsibility for the program.
7. CONDITION MODIFICATION
Real Loyalty reserves the right to modify, suspend or terminate the program at any given point and without any responsibility. In case of program termination, loyalties not used will be annulled. Any change will be communicated through the program’s official channels, such as the website, mobile app or e-mail.
8. PARTICIPATION IN PROMOTIONS
Members must verify the specific terms and conditions of each promotion. Some promotions or special rates are not eligible for loyalties' accumulation.
9. BALANCE VERIFICATION & ADJUSTMENTS
Real Loyalty reserves the right to verify and adjust the loyalties balance accumulated by members. In case of detecting discrepancies, the emission of rewards might be suspended temporarily until satisfying resolution of any anomaly.
10. ADDITIONAL BENEFITS
The program may give additional loyalties as part of specific promotional campaigns, timely communicated to members. Said benefits will be assigned to determined groups, according to each promotion’s criteria or at the discretion of Real Loyalty, without this implicating the obligation to extend the to every member.
11. THIRD-PARTY RESPONSIBILLITY
Real Loyalty does not hold any responsibility for the availability of rewards or products offered by companies affiliated to the program.
12. LOYALTY TRANSFER AND LEGANCY
Accumulated Loyalties will not be able to transfer between different member’s accounts, except for the death of the accounts holder. In which case, the spouse or first line descendants may request the transfer of accumulated loyalties, by presenting the required documentation.
13. PAYMENT METHODS
Members may use their accumulated Loyalties to pay partially or fully for stays and services at participating hotels, under the following options:
- Full payment with credit card (or direct debit at the hotel)
- Full payment with accumulated Loyalties
- Hybrid payment (combining Loyalties with a credit card)
The hybrid payment option allows members to pay part of the total with Loyalties and the remaining balance with a credit card.
This option is available only at hotels connected to the WorldPay payment gateway.
Hotels currently operating with online payment via WorldPay include:
Camino Real Acapulco, Camino Real Aeropuerto, Camino Real Fashion Drive, Camino Real Guadalajara, Camino Real Mérida, Camino Real Monterrey, Camino Real Pachuca, Camino Real Pedregal, Camino Real Polanco, Camino Real Santa Fe, Camino Real Veracruz, Quinta Real Acapulco, Quinta Real Aguascalientes, Quinta Real Guadalajara, Quinta Real Huatulco, Quinta Real Monterrey, Quinta Real Puebla, Real Inn Celaya, Real Inn Perinorte, and Real Inn Tijuana.
For hotels operating only with on-site payment, guests must settle their bills directly at the property. These hotels do not support payments with Loyalties or hybrid payments:
Camino Real Huatulco, Camino Real Puebla, Quinta Real Oaxaca, Quinta Real Zacatecas, Real Inn Nuevo Laredo, Real Inn San Luis Potosí, and Real Inn Torreón.
The following hotels will not be available in the online booking engine and will not accept online payments or Loyalties due to their exit from the group:
Quinta Real Saltillo, Real Inn Cancún, Real Inn Ciudad Juárez, Real Inn Guadalajara Expo, and Real Inn Mexicali.
14. PARTICIPATION IN ALLIANCES
Real Loyalty may integrate new companies affiliated with the program. Communication about alliances will be made through the official channels. Loyalties’ transfers to affiliated programs will be subject to the policies of each associated program. The redeemed rewards or services will be the affiliated’s responsibility. Real Loyalty is not responsible for non-redeemed rewards.
15. MEMBERSHIP LEVELS
The program has three member levels:
- Real Blue: 0 - 19,999 loyalties
- Real Gold: 20,000 - 39,999 loyalties
- Real Platinum: 40,000 loyalties or more
Tier status is determined annually based on Loyalties earned during the period.
Each tier offers exclusive benefits:
- Real Blue
- 15% discount on public room rate
- 10% discount on food and beverages
- Exclusive member call center
- 10 Loyalties for every MXN $20 spent
- Real Gold
- 15% discount on public room rate
- 15% discount on food and beverages
- Exclusive member call center
- Complimentary room upgrade (subject to availability)
- 50% discount on parking during stay
- 10 Loyalties for every MXN $20 spent
- Loyalties do not expire while maintaining Gold status
- Real Platinum
- 15% discount on public room rate
- 20% discount on food and beverages
- Early check-in and late check-out (10:00 a.m. – 4:00 p.m., subject to availability)
- Exclusive member call center
- Complimentary room upgrade (subject to availability)
- Complimentary parking during stay
- Dedicated check-in line
- 20% discount on spa services
- Priority check-in
- Welcome amenity
- 10 Loyalties for every MXN $20 spent
- Loyalties do not expire while maintaining Platinum status
16. MEMBERSHIP LEVELS
In case of loyalty program termination, all the accumulated loyalties by the member will be voided, without responsibility for Real Loyalty in regard to accumulated loyalties and non-redeemed rewards. Reservations and consumptions made before said termination, with loyalties redemption, will be upheld according to applicable policies at the moment of booking. However, level benefits will also be canceled at that moment, without responsibility for Real Loyalty.