Cancellation Policy

All rates published in our web page Sirenas Comfort are rates for this year 2025. If you pay with a non-Mexican credit card, you will have to pay a percentage of 10% more.
All rates, promotions and discounts are subject to change without prior notice. For this reason it is important that those interested in making a reservation contact one of our receptionists by phone or by email at comfortsirenashotel@gmail.com to receive more information about room types, prices, monthly promotions, discounts (only if applicable). As well as to receive indications on how you can make your payment. In addition, we will also send you this document via email.
All rooms are subject to availability unless the guest has guaranteed his/her reservation by making a deposit, transfer or via telephone with a credit card. As long as this requirement HAS NOT BEEN FULFILLED, rooms will be available for sale and prices and/or promotions are subject to change without prior notice.
To guarantee a room, the payment options are exclusively those indicated below:
Credit or debit card details (Visa or Master Card).
Payment by wire transfer or bank deposit.
In the case of deposits and/or bank transfers, it is mandatory that the guest notifies the front desk at least 48 hrs. prior to the date of your reservation by email including your scanned receipt, or by means of a photograph via WhatsApp. In addition, for the reservation to be valid you must receive an email or a WhastApp message from the hotel confirming it. Failure to do so 48 hrs. before then the reservation will be subject to availability. Subsequently, our front desk will contact you via phone, WhatsApp message or email to confirm that the transaction was completed.
Only reservations for which the charge has been completed are considered GUARANTEED.
We recommend that all persons interested in reserving rooms read the Cancellation Policy section carefully BEFORE proceeding to reserve your room.

IMPORTANT NOTES:

Upon completion of the reservation process, both the guest and Sirenas Comfort agree to comply with the internal regulations of the hotel; as well as to respect and act in accordance with our Reservation and Cancellation Policies.
Sirenas Comfort disclaims any liability in the event of any misunderstanding on the part of the guest caused by the guest's failure to carefully read this document. This is detailed information that we provide to all guests at the time their reservation is confirmed.
This information is also posted for your reference on our website.

YOU BOOKED DIRECTLY WITH
SIRENAS COMFORT:

If you wish to modify or cancel your reservation contact our front desk immediately via phone, WhatsApp message or email. We suggest you consult the section corresponding to Sirenas Comfort Cancellation Policies before contacting us.

OUR GENERAL CANCELLATION POLICIES ARE DESCRIBED BELOW:

Reservations cancelled at least 12 days prior to the reservation date will be exempt of charges PROVIDED THEY HAVE BEEN PAID IN CASH. In the event that the payment has been made by credit card, debit card, deposit, bank transfer, A CHARGE OF 6% OF THE TOTAL PAYMENT FOR BANKING COMMISSION WILL APPLY. All refunds will be made via deposit or bank transfer.

However, the client also has the option to modify the date of their reservation WITHOUT PENALTIES as long as they contact us via telephone, WhatsApp message or email AT LEAST 3 DAYS BEFORE THE DATE THEIR RESERVATION WAS ORIGINALLY SCHEDULED, so that we can make the appropriate changes. All cancellations or modifications must be confirmed electronically by the hotel in order to be considered valid. *Restrictions apply. ** Subject to availability.

Reservations cancelled 5 to 11 days prior to the reservation date will be subject to a penalty equivalent to 35% of the total amount of one night's lodging. All refunds will be made exclusively via bank deposit or electronic transfer.

However, the client also has the option to modify the date of his/her reservation WITHOUT SUFFERING PENALTIES as long as, he/she communicates with us via telephone, WhatsApp message or email AT LEAST ONE DAY BEFORE THE DATE WHEN YOUR RESERVATION WAS ORIGINALLY SCHEDULED so that we can make the pertinent changes. All cancellations or modifications must be confirmed by the hotel electronically in order to be considered valid. *Restrictions apply. ** Subject to availability.
Reservations cancelled 2 to 4 days prior to the reservation date will be subject to a penalty equivalent to 50% of the total amount of one night's lodging. All refunds will be made exclusively via bank deposit or electronic transfer.

However, the client also has the option to modify the date of his/her reservation WITHOUT SUFFERING PENALTIES as long as, he/she communicates with us via telephone, WhatsApp message or email AT LEAST ONE DAY BEFORE THE DATE WHEN YOUR RESERVATION WAS ORIGINALLY SCHEDULED so that we can make the pertinent changes. All cancellations or modifications must be confirmed by the hotel electronically in order to be considered valid. *Restrictions apply. ** Subject to availability.
Reservations cancelled 1 day prior to the reservation date will be subject to a penalty equivalent to 100% of the total amount of one night's accommodation. However, the client also has the option to modify the date of his/her reservation WITHOUT SUFFERING PENALTIES as long as, he/she communicates with us via telephone, WhatsApp message or email AT LEAST ONE DAY BEFORE THE DATE WHEN YOUR RESERVATION WAS ORIGINALLY SCHEDULED so that we can make the pertinent changes. All cancellations or modifications must be confirmed by the hotel electronically in order to be considered valid. *Restrictions apply. ** Subject to availability.

All reservations that HAVE NOT BEEN CANCELLED IN ADVANCE will be subject to a charge equivalent to 100% of the cost of one night's lodging WITHOUT THE RIGHT TO CHANGE THE DATE OF YOUR RESERVATION.

All reservations may be modified (date, type of room, etc.) WITHOUT EXTRA CHARGE PROVIDED THAT THE GUEST MAKES IT KNOWN TO THE RESERVATIONS DEPARTMENT IN ADVANCE.

IMPORTANT NOTES:

All modifications related to change of dates, room type or number of rooms must be requested in advance.
The new reservation date must not exceed 3 months after the date originally reserved and cannot be modified more than once.

REFUND POLICIES

A refund will only be made in case of errors attributable to Sirenas Comfort, which would be the following cases:

When a charge has been made in excess of the charge that would correspond to the type of room the guest has reserved.
When the number of nights charged to the guest exceeds the number of nights the guest has stayed.
When, in accordance with Sirenas Comfort's Cancellation Policies, the guest is entitled to receive a refund.

ALL refunds will be made exclusively by bank deposit or wire transfer directly to the guest's account. NO CASH REFUNDS WILL BE ISSUED.
Refunds may take 5 to 15 days before being reflected in the client's account statement. If not, please contact our accounting department to verify the status of your refund.