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.
- 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:
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.