Terms and Conditions

RESTAURANT TERMS AND CONDITIONS

La Terraza Gran Hotel/Restaurantes Gran Hotel Ciudad de México

Address: 16 de Septiembre 82, Centro Histórico de la Cdad. de México, Centro, Cuauhtémoc, 06000 Ciudad de México, CDMX

Service Hours: Monday to Friday from 07:00 to 23:00 under normal conditions, with variable hours under extraordinary conditions.

Estimated Delivery Time: The estimated wait time for the Restaurant Bar is 30 to 35 minutes under normal conditions and 30 to 45 minutes under extraordinary conditions for food, while the wait for drinks is approximately 5 minutes under normal conditions and up to 15 minutes under extraordinary conditions. In no case do we commit to guaranteeing the time accurately due to possible factors that may alter it. Orders are not usually delayed, but if it happens, you can contact our staff.

Sale of Alcohol and Cigarettes: Gran Hotel Ciudad de México’s restaurants strictly comply with the law regarding the sale of alcohol to minors, prohibiting the sale of alcoholic beverages.

Gran Hotel Ciudad de México is a 100% smoke-free space and complies with the regulations of the General Law for Tobacco Control, strictly prohibiting smoking, consuming, or having any tobacco or nicotine product lit.

The company is not responsible for the improper acts of consumers under the influence of alcohol and/or cigarettes, nor is it responsible for diseases caused by them.

Allergens: While we guarantee the quality of our products through collaboration with secure distributors, selection of natural ingredients and top-level brands, as well as their conservation, handling, and preparation in our establishment according to the Punto Limpio, Distintivo H, and the Mexican Standard NMX-F-605-NORMEX-2018, Gran Hotel Ciudad de México’s restaurants do not assume responsibility for allergic reactions due to our dishes.

The customer is responsible for knowing their own health status and the dietary conditions that apply to them. However, at the customer’s request, the company will provide detailed information about our products and ingredients.

Rates, Promotions, and Discounts: Prices in Gran Hotel Ciudad de México’s restaurants are interconnected, and prices may vary between the terrace, banquets, special events, etc. Similarly, products with promotions and discounts may have different prices.

Promotions and discounts are not cumulative, depending on each case specified in each promotion.

Each promotion will have its value in the description, as well as its validity.

Ticket and Billing: We provide customers with a ticket or invoice for each service we perform. It is essential to keep the ticket or invoice for any possible claims and use of the after-sales service.

The billing request must be made immediately upon receiving your bill, for which you need proof of tax status and the specification of CFDI Use.

Cancellation and Refund: Gran Hotel Ciudad de México’s restaurants have the fundamental principle of satisfying our customers.

Cancellations and refunds are allowed only with a justified reason, without malicious intent or abuse. The company reserves the right to identify such cases; for special events reservations, a 48-hour notice is required for cancellation.

Cancellation and refund are processed within a maximum of 15 business days under normal conditions and 15 to 20 business days under extraordinary conditions through a refund by check for amounts over $2,000 MXN and in cash for amounts under $2,000 MXN; for foreign customers, the refund is through interbank transfers.

Right of Admission: Gran Hotel Ciudad de México’s restaurants will not reserve the right of admission based on:

Racial and/or Ethnic origin.
Religious, philosophical, and/or moral beliefs.
Union affiliation.
Political opinions.
Sexual preference and/or gender.

The company reserves the right of admission based on:

Protocols established by Municipal, State, and/or Federal Government.
Sobriety.
Aggression and/or hostility.
Risky behavior for company employees and/or diners.

Products and Images: All images of the products shown on our menu and website are our own, taken of our dishes and drinks at the time of service, and the company reserves full rights to their use.

Customers should be aware that our dishes are entirely artisanal and cooked over an open flame at the time of ordering, making it challenging for them to have exactly the same appearance as in the photo.

Communication with the Company: You can contact us through customer service phone numbers:

5510837700

Via email: [email protected]

Miscellaneous: The company reserves the right to make modifications to its website without prior notice.

It reserves the right to change promotions, always respecting their validity.

It reserves the right to change prices.

BANQUET TERMS AND CONDITIONS

Booking Policies: Rates displayed on the website are valid only at the time of quotation and are subject to change without prior notice until they have been reserved and confirmed.

Reservations are subject to availability and rate variations until confirmed.

The hiring of an event is considered confirmed when 30% of the total payment has been covered, and the contract is signed by both parties. Otherwise, availability and rates cannot be guaranteed.

By signing the service contract, you authorize in writing the chosen method for making your payment and expressly confirm that you know and accept our reservation, payment, disclaimer, and cancellation policies.

If you wish to modify or cancel your event, it is necessary to contact your sales executive at INMOBILIARIA VALIANT XTRA as soon as possible, having your contract on hand. Any changes to the organization of the event are subject to availability, re-quoting of rates, and, in certain cases, a service charge for changes. In the case of cancellation, we ask you to read our CANCELLATION POLICIES, and we also remind you that certain services are non-refundable or do not accept any changes or cancellations.

Payment Policies: For the payment of your event, we accept Visa and MasterCard credit/debit cards, bank deposit, bank transfer, and cash. For security reasons, backup documents may be requested, with the aim of confirming the cardholder’s identity—official identification with a photograph and a copy of the card. If the required documentation is not sent within the specified period, the reservation will be considered canceled and subject to the site’s cancellation policies.

The client undertakes to guarantee an amount equivalent to 100% of the stipulated price to ensure payment for additional services, unforeseen events, or damages, if applicable. This deposit will be returned to the customer if none of these situations occurred at the end of the event.

The customer agrees to send via email the proof of payment(s) made to INMOBILIARIA VALIANT XTRA when these are made by deposit, link, or bank transfer.

INMOBILIARIA VALIANT XTRA is released from any responsibility in case the client does not make the pending payment for their contracted package or service within the specified terms above.

The client will have a period of 5 (five) business days after signing the contract for their event to cancel the operation without any responsibility on their part, in which case INMOBILIARIA VALIANT XTRA undertakes to return 100% of the amount.

The client is responsible for any excess people who have entered the event with their express authorization.

All extraordinary expenses resulting from the event, such as breakdowns, imperfections, destruction, or disappearance of supplies from Inmobiliaria Valiant Xtra, as well as from suppliers, will be the responsibility of the customer, provided that these occurred during the event and were caused by the customer or their guests. These expenses must be settled at the end of the event.

If you require a tax invoice, you must request it from the sales executive in charge of your event in the same month in which you made your payment. It should be noted that, for tax reasons, invoices will be issued after generating the corresponding payment. To carry out the billing, we need the following information:

Legal Entity: Fiscal Data, proof of tax status, or tax identification (name, address, and tax regime).
Individual: Fiscal Data, proof of tax status, or tax identification (business name, address, and tax regime).

Cancellation Policies: All cancellation requests must be made to the sales executive responsible for the event.

Services canceled within 5 (five) business days after signing the contract will be affected without penalty or charge, and the company is obliged to refund all amounts paid within a period not exceeding 5 (five) business days after the date of the cancellation request.

INMOBILIARIA VALIANT XTRA disclaims any responsibility arising from the user’s non-compliance with the regulations, rules, or conditions established by each of the contracted service providers.

Refunds: When INMOBILIARIA VALIANT XTRA cancels an event of any nature due to reasons beyond the client’s control, it is obliged but limited to refunding the total of the advances or payments made.

In case of cancellation by the client, the applied refund will be calculated according to the Cancellation Policies. The fact that the client provides an advance and/or payment for the chosen service implies their acceptance of the conditions and responsibilities specified in the contract.

Disclaimer of Responsibilities: INMOBILIARIA VALIANT XTRA carefully selects the most qualified and prestigious providers to provide the best service; however, INMOBILIARIA VALIANT XTRA cannot assume any responsibility with customers when they hire services with providers external to the company, as it has no control or legal relationship over their operations.

Likewise, INMOBILIARIA VALIANT XTRA will not be responsible, and you release this site from all liability:

For the accuracy of the photographs shown on this website, as they are only representative and do not guarantee that everything will be exactly the same as they appear and/or the site describes upon arrival at the event.
For the descriptions of the various promoted services, which are updated by INMOBILIARIA VALIANT XTRA constantly and to the best of its knowledge but do not guarantee that everything will be exactly the same upon arrival.
For any failure on your part to indicate in the specific Contract the type of services, providers, food, and furniture required for your event.
For any failure on your part to confirm your guests. Any additional guest on the day of your event will imply an additional cost that must be paid by the customer at the beginning of the event.

Miscellaneous: The company reserves the right to make modifications to its website without prior notice.

It reserves the right to change promotions, always respecting their validity.

It reserves the right to change prices.

HOTEL ACCOMMODATION TERMS AND CONDITIONS

Guarantee: All non-refundable rates will be charged in full at the time of booking.

For stays of more than 7 days, the first night must be guaranteed, and for more than 10 nights, 30% of the stay must be guaranteed.

If there are issues processing this balance on your credit card, we will contact you by email to request updated payment information.

You understand that non-refundable rates and special reservations mentioned in the hotel’s cancellation policy are charged in full on the reservation date and cannot be modified or canceled.

Reservations: Reservations can be made online at: Hotel Booking Website and through our telephone service centers: 551083-7700, social media, or directly at the hotel.

All prices are in Mexican pesos and include 19% hospitality tax, 16% VAT (Value Added Tax), and 3% lodging tax.

The hotel accepts payments with Visa, MasterCard, and American Express credit/debit cards. Payment options are shown during the booking process on our hotel’s website. Payment by check is not accepted.

Once your reservation is successfully completed, a booking confirmation with reference to each reserved room will be issued and sent to the email address provided in your reservation. You must present the confirmation(s) of your reservation at check-in at the hotel, along with your original and valid photo identification (national registration identity document, passport, driver’s license, or another card or identification document that the hotel may require).

If you do not receive the confirmation(s) of your reservation within twenty-four (24) hours after booking, contact us through the hotel’s website, by phone, or by email. The ‘guest’ mentioned in the reservation confirmation must be the person staying at the hotel; otherwise, we reserve the right to cancel the reservation.

At all times during the booking process, you will be advised to ensure the accuracy of your booking details (guest details, stay dates, room types, room rates, number of guests, add-ons). The hotel will not be responsible for errors in booking details. Reservations are subject to room availability.

The only valid booking sources are the links provided on our active website, official social media, and directly at the hotel. Any other booking source is not valid, and the hotel reserves the right to reject any booking from these sites. Also, the hotel will not be responsible for any damage caused by a reservation created on these unauthorized sources.

Accommodation Prices: Room rates displayed on the hotel’s website are charged per room per night. Meals and add-ons are not included.

Check-in – Check-out: Our hotel operates with a strict check-in and check-out policy. Minimum check-in age: guests must be 18 years or older with valid photo identification to check in.

Identification requirement: the hotel will accept any government-issued photo identification at check-in, such as a passport or a valid driver’s license, with the corresponding credit card.

It is the guest’s obligation to settle the accommodation service in advance or when required by the hotel, in accordance with the approved rates. The lack of payment by the guest will cause instant termination of accommodation, and the hotelier may use public force to demand and carry out the eviction of the room, retaining the luggage as collateral until obtaining payment and executing it judicially or extrajudicially, or appropriating the goods in two-thirds of their appraised value when the sale is impossible.

Check-in: Reserved rooms will be held for check-in until 3:00 PM the day following the scheduled check-in date, after which the reservation will be considered canceled if not presented, and the hotel has the right to release the reserved room(s) for the remaining stay dates to other guests. The cancellation clause will be applied depending on what was contracted.

It is the obligation of guests to inform the hotel management of any contagious illnesses, deaths, infractions, or crimes that occur on the premises and are known to them so that the company can take appropriate measures and immediately report to the authorities when necessary.

The company does not authorize access to rooms occupied by guests by any person who has not been previously and expressly authorized by the client, in any case reserving the right not to allow visits by other persons to the room.

Early Check-in: We invite guests to check-in at 3:00 PM; early arrivals are granted upon request and are subject to availability. Luggage storage is available.

Check-out: The guest will specify in the registration card their length of stay, but a day is considered as a unit of time, with expiration set at 12:00 PM each day. The day of accommodation is considered fulfilled when the room is occupied before seven hours.

A guest who vacates the room after the term on the day of departure is obligated to a day’s stay. There will be a tolerance of 60 minutes.

The lack of payment by the guest will cause instant termination of accommodation, and the hotelier may use public force to demand and carry out the eviction of the room, retaining the luggage as collateral until obtaining payment and executing it judicially or extrajudicially, or appropriating the goods in two-thirds of their appraised value when the sale is impossible.

The hotel will not be responsible for any loss or damage to your belongings as a result of the action(s) taken.

Late Check-out: Late check-out can be arranged upon request, subject to availability. Please contact us to request a late check-out.

Right to Refuse Accommodation: The hotel reserves the right to refuse accommodation to you or anyone without prior notice and to cancel any reservation without being responsible for any refund or compensation for the following reasons:

The reservation has been paid for by fraudulent means.
The person checking in is not or cannot prove to be the person named on the reservation confirmation.
The reservation has no prepayment.

Restrictions:

No Smoking:
- We strictly enforce a no-smoking policy throughout the hotel, including rooms, restaurants, the gym, and public spaces.
- A deep cleaning fee of $3,000 MXN will be applied to any guest who smokes in the rooms or hotel areas.
- Non-compliance allows us to terminate your reservation at our sole discretion, and you must leave the hotel immediately without compensation or refund.
- You are responsible for any costs, losses, or damages incurred by the hotel, including those caused by other guests, arising from your violation of this policy.
Conduct:
- Guests are prohibited from making disruptive noise, causing disturbances, or introducing musicians, animals, chemicals, drugs, or food preparation in the rooms that may disturb other guests.
- Use of rooms for illegal activities or meetings that aim to disrupt public order or violate laws and regulations is strictly prohibited.
- Irrational use of electricity, water, and other items in hotel rooms and common areas is prohibited.
Authority and Compliance:
- Guests cannot accommodate others or employ staff without the administration’s consent, arranging proper registration and fees.
- Constitutional guarantees will be strictly observed during visits, inspections, and procedures carried out by authorities within the rooms.
- Violation of these regulations may lead to the termination of the contract, requiring immediate evacuation with the assistance of authorities, without the right to reduce the owed amount, and payment for damages and losses caused by the guest’s actions.

Pets:

The hotel reserves the right to deny admission to guests with animals that are not service or emotional support animals.

Damage:

You are responsible for any damage caused to assigned room(s), hotel facilities, or property during your stay.
The hotel reserves the right to retain your credit/debit card details and charge or debit amounts it deems appropriate to compensate or repair losses, damages, costs, or expenses incurred as a result of your actions.
The hotel also reserves the right to initiate legal proceedings against you without prior notice.

Limitation of Liability:

The hotel is responsible for providing the room(s) and amenities specified in the reservation confirmation and in accordance with these terms and conditions. The hotel assumes no responsibility for services not provided by third parties.

Deposit and Valuables:

The hotel acts solely as the depositary for values, money, jewelry, and other items deposited by guests. In no case should values be handed over to a person other than the depositor.

Insurance:

The hotel has Civil Liability Insurance according to the Official Standard NOM O7 TUR 2002, covering damages to third parties concerning their property and persons.

Lost Items:

Objects or valuables left by a guest in the hotel premises will be held by the administration for up to six months, after which they will be disposed of in accordance with the law.

Copyright and Trademarks:

The hotel’s website, including booking applications and other content, is the property of the hotel and/or its content providers.
Use of the hotel’s website and content is only permitted for personal, non-commercial, and private use, subject to applicable copyright laws.
All trademarks, trade names, service marks, and other trademarks, registered or unregistered on the hotel’s website, are the property of the hotel and its respective owners or are licensed and cannot be used, reproduced, or modified without the hotel’s prior written approval.

Changes to Terms and Conditions:

The hotel reserves the right to cancel, amend, or vary the arrangements and content presented on the hotel’s website and/or change, amend, vary, or add to these terms and conditions at any time without prior notice. Changes will be notified on the hotel’s website.

Cookie Policy:

This website, owned by INMOBILIARIA VALIANT XTRA (“Gran Hotel Ciudad de México”), uses its own and third-party cookies to create profiles based on User browsing habits and to offer content tailored to User interests.

Learn more: Cookie Policy

Privacy Policy:

In accordance with the Federal Law on Protection of Personal Data Held by Private Parties (the “Law”), and to comply with the obligation of INMOBILIARIA VALIANT XTRA (“Gran Hotel Ciudad de México”) to protect the personal data of its clients, affiliates, and/or beneficiaries of any products, services, or memberships belonging to “Gran Hotel Ciudad de México.”

Learn more: Privacy Policy

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