Guest Regulations

These Regulations are mandatory for compliance by UNICO 20°87° Riviera Maya (the "Hotel"), operated by Corporación Inmobiliaria KTRC, S.A. de C.V. ("KTRC"), located at Lote 084, Manzana 22, Carretera Federal 307, Km. 260, Solidaridad, Quintana Roo, Estados Unidos Mexicanos, C.P. 77710, and applies to individuals contracting the Hotel´s services. All individuals staying at or accessing the Hotel during their stay shall be subject to these Regulations, which are mandatory. Should any violation of the provisions and terms in these Regulations be detected, the Hotel reserves the right of admission and may take the necessary measures to maintain the general interest, ensure the tranquility of other guests, and ensure the proper operation of the establishment.

These Regulations establish the general rules of conduct for all guests, without exception, with the purpose of providing a comfortable stay, regardless of their race, religion, country of origin, language, sexual identity, or beliefs.

 

I. RATE, GUEST REGISTRATION, AND HOTEL ACCESS

FIRST. 

Every person accessing the Hotel must properly identify themselves (valid official identification in Mexico, passport, or government-issued photo identification), provide their general information, and sign the registration card and any other documentation provided by the personnel responsible for the check-in process. Furthermore, the guest holding the reservation must provide a credit card as a guarantee for additional charges, authorizing an advance charge of $100.00 USD (one hundred dollars 00/100, legal tender in the United States of America) per night, at the official exchange rate published at the Hotel’s reception on the day of registration. In cases of reservations for more than one guest or individuals traveling as part of a group, the primary guest or group representative must provide the names of all accompanying individuals or group members, who will also be required to sign the corresponding documentation and provide the identification documentation required by the Hotel staff, except for minors. The Hotel will refuse accommodation to any guest who fails to meet these requirements and reserves the right to request identification from the applicant and their companions, if deemed necessary.

SECOND. 

Upon check-in, the Hotel will provide guests, upon signing the corresponding registration card, with an access card which will serve as the room key (the "Access Card"), which must be returned upon check-out. Guests acknowledge that they will be solely responsible for any loss, damage, misuse, or failure to return the Access Card, including access to the respective room, and agree to use it exclusively for its intended purpose and not allow any other person to use it. In the case of loss or misplacement, the guest agrees that the Hotel may apply the corresponding charge to their total account.

THIRD.

Payment for the stay shall be made at the time of check-in, in accordance with the previously reserved rate or the walk-in rate if no prior reservation exists. The Hotel will have the current lodging rates clearly displayed in Mexican pesos and U.S. dollars at the reception area. Guests acknowledge that certain services at the Hotel may incur additional charges beyond the main rate, which will always be disclosed at the time the service is contracted. Failure to pay any amount due will result in immediate termination of the accommodation contract, and the Hotel may call on law enforcement to require the removal of the guest and their companions from the property.

FOURTH. 

Room access will be available from 3:00 PM on the day the stay begins (check-in) and will end at 12:00 PM (check-out) on the departure day, with a maximum tolerance of 60 minutes after the checkout time. In the case of a late check-out, guests agree that an additional charge will apply for each extra hour from 13:00 PM until 18:00 PM, according to the rate indicated at the Hotel's reception. Check-out after 18:00 PM will incur a charge equivalent to an additional night based on the current walk-in rate and subject to room availability. After check-out, guests may remain on the Hotel premises until 15:00 PM on the day of their departure, with the possibility of extension upon the guest's request or by direction of Hotel staff, with the luggage stored in the designated area for such purposes.

FIFTH. 

For security reasons, access to rooms is prohibited for individuals not staying at the Hotel. If a guest receives visitors, they must remain in the Hotel's lobby or register at the reception, paying the corresponding fee. No guest has the right to accommodate any other person or allow them to enter the property through unauthorized means or procedures contrary to those outlined in these Regulations.

SIXTH. 

The Hotel reserves the right of admission if guests, their companions, or visitors engage in immoral acts or disturbances, are intoxicated or under the influence of drugs or narcotics, possess prohibited or dangerous materials, or behave in a manner that violates the Hotel's internal policies, Mexican laws, or applicable international codes of conduct.

 

II. CONDUCT RULES

SEVENTH. 

Guests, their companions, and authorized visitors must behave decently and morally within the Hotel, including but not limited to refraining from disturbing the peace, making excessive noise, playing audio or video equipment at high volumes, or using the room for illegal activities or activities prohibited by law. It is the responsibility of guests to keep conversations at a moderate volume in common areas and ensure that minors accompanying them do not disturb the rest of the guests. Furthermore, it is the sole responsibility of the guests to verify that upon temporarily or permanently leaving their room, all doors, windows, and water outlets are properly closed, and that all electrical equipment is turned off and unplugged.

The carrying of firearms of any kind is strictly prohibited within the Hotel premises. In cases where Hotel staff detects firearms at access control points, the authorities will be notified, and the Hotel reserves the right to deny the guest entry.

EIGHTH. 

In compliance with the General Tobacco Control Law and its Regulations, the Hotel is a 100% smoke-free establishment. Smoking, consumption, or possession of any tobacco or nicotine products, including electronic cigarettes and similar devices, is strictly prohibited in the rooms and areas open to the public or common areas, except in designated outdoor smoking zones.

In case of non-compliance, a penalty equivalent to $300.00 USD (three hundred dollars 00/100 U.S. currency) will be applied for cleaning charges, at the exchange rate posted at the Hotel’s reception on the date the charge is made, in addition to any other fines or sanctions determined by the relevant authorities, as well as any damages caused to the Hotel.

NINTH.

The Hotel does not allow pets, and it will be considered a violation of these Regulations to introduce any companion animal or other type of animal into the Hotel premises, except for certified assistance animals recognized as service animals.

TENTH.

Guests shall be responsible for the use of the rooms and common areas, including all goods, objects, or equipment that are complementary to the lodging service. This includes, but is not limited to, linens, towels, pillows, curtains, sound systems, audio or video equipment, screens, portable devices, lamps, furniture, glassware, and similar items. Guests agree to cover the cost of repair or replacement of any objects, furniture, equipment, or material goods owned by the Hotel that are damaged, whether totally or partially, by negligence or intentionally by the guests, their companions, pets, or authorized visitors. Before using any objects, furniture, equipment, or goods provided by the Hotel, guests must confirm whether there is any malfunction, and if so, immediately report it to Hotel staff so that the items can be removed or replaced.

ELEVENTH.

Guests, their companions, and authorized visitors understand and agree that, notwithstanding other provisions of these Regulations, the following actions are strictly prohibited during their stay at the Hotel:

  • - Hanging clothing or towels on the windows or balconies of the rooms.

  • - Making excessive noise in the rooms and other Hotel facilities, especially between the hours of 10:00 PM and 7:00 AM.

  • - Engaging in, assisting with, concealing, or in any way participating in activities related to human trafficking, sexual exploitation, or child labor within the Hotel’s premises.

  • - Introducing, selling, consuming, being under the influence of, or being in possession of illegal drugs, narcotics, controlled substances, or psychoactive or intoxicating substances within any area of the Hotel or beach areas. Any violation of this policy may result in the immediate termination of the guest's stay, and the relevant authorities will be notified.

  • - Excessive use or use for unauthorized purposes of electrical or water services, or other goods, equipment, or objects found in the rooms and common areas of the Hotel, or removing such goods, equipment, or objects from their original location either temporarily or permanently.

TWELFTH.

In the event of non-compliance with the applicable conduct rules of the Hotel, both those included in these Regulations and any other rules that may be duly communicated by Hotel staff to guests, the guests will be responsible for any damages and/or losses caused to themselves, other guests, staff members, or the Hotel’s equipment and infrastructure. They will be obligated to pay for or indemnify the corresponding damages and may be subject to the termination of the lodging contract and removal from the Hotel’s premises.

 

III. LODGING AND ADDITIONAL SERVICES

THIRTEENTH. 

The applicable rate for lodging covers only the accommodation and taxes as described at the time the corresponding reservation is made. Guests acknowledge that the services offered by the Hotel may be reduced or affected by force majeure, unforeseen circumstances, instructions from authorities, or other events beyond the control of KTRC and/or the Hotel, and such situations will be communicated to the guests in a timely manner.

FOURTEENTH. 

Guests are aware that certain areas within the Hotel are specifically designated and clearly marked for private events and/or for the exclusive use of other guests whose stay is part of group events, membership in vacation clubs, or reservations in higher-tier categories. In this regard, guests guarantee that neither they nor their companions or authorized visitors will use such areas if they do not belong to the corresponding group or category.

FIFTEENTH.

The schedules, dress codes, and other applicable regulations for food and beverage outlets within the Hotel, including room service, will be communicated to guests upon arrival and are displayed in the relevant areas and/or rooms. Guests must inform Hotel staff of any condition, illness, allergy, dietary restrictions, intolerances, or other health concerns that may be relevant to the consumption of food and beverages. The Hotel serves both alcoholic and non-alcoholic beverages. Excessive alcohol consumption can be harmful to health, and the Hotel recommends consuming alcohol in moderation. To maintain a safe and harmonious environment for all guests, the Hotel and its staff reserve the right to, among other actions, deny or limit the service of alcoholic beverages to individuals showing signs of intoxication. Each guest is responsible for their own alcohol consumption, releasing the Hotel from any related liability.

Mexican laws prohibit the consumption of alcoholic beverages by persons under the age of 18. Additionally, it is prohibited to provide alcohol to anyone who cannot properly verify that they are over 18 years old. In any case, the consumption of alcohol and food by all guests, their companions, and authorized visitors is at their own risk, with the understanding that any damage caused to the Hotel property, or to other guests, employees, or KTRC suppliers as a result of excessive alcohol consumption must be covered by the guest before their departure from the Hotel, charged to their Total Account (as defined below).

SIXTEENTH.

Guests acknowledge that, within the Hotel's facilities or adjacent outdoor spaces, they may contract and/or acquire certain activities, services, and/or products from third parties unaffiliated with KTRC or the Hotel, including, but not limited to, taxis, private and public transportation, tours, shows, water activities, massages, craft purchases, and visits to iconic sites. Guests have been duly informed and understand that these activities, services, and/or products are not operated by KTRC or the Hotel, and hereby release the aforementioned entities from any responsibility or claims related to the provision of services and/or the quality of products or activities contracted.

SEVENTEENTH.

The Hotel provides guests with an in-room safe; however, since there is no control or registration of the items stored in it, neither KTRC nor the Hotel will be responsible for such items. To request the safekeeping of personal belongings under the responsibility of the Hotel as a depositary, guests must hand over their items at reception, against the issuance of a document signed by the Hotel staff member receiving the items and the guest delivering them. The Hotel and KTRC will only be responsible for returning to the guest those items explicitly listed in the aforementioned document. The Hotel and KTRC will not be held responsible for damages or losses of guests' belongings arising from force majeure, unforeseen circumstances, or actions attributable to the guest, their companions, visitors, or persons not affiliated with Hotel staff.

The Hotel will not be responsible for money or valuables not deposited in the safe, left behind in the room, or in public areas. Forgotten items and valuables will be kept by the Hotel management for a period of 30 days; after this period, and in the absence of any claim, the guest will be considered to no longer require the item, and it will be at the Hotel's discretion to dispose of them. In the case of perishable items or medications, the retention period may be reduced to 24 or 48 hours, depending on the nature of each item. Exceptionally, and based on Hotel availability, valuable items may be kept for a longer period, but this shall not be considered an obligation on the part of the Hotel.

EIGHTEENTH.

The Hotel provides a designated area for guests and their companions with the professional services of a medical provider authorized by Mexican authorities, who holds all the necessary licenses, authorizations, and permits required by the competent authorities for the provision of such services. The medical services are operated by a third party, separate from the Hotel and KTRC. In this regard, guests and their companions understand, accept, and agree to release the Hotel, KTRC, and any of their owners, operators, affiliates, subsidiaries, patent entities, employees, collaborators, and/or direct agents from any liability related to claims, demands, lawsuits, proceedings, and, in general, any complaints or disputes raised in Mexico or abroad regarding the medical services received, which are solely and entirely the responsibility of the authorized service provider.

NINETEENTH.

The Hotel offers guests the valet parking and parking service at no additional cost, as part of their reservation. To use the valet parking service, guests may hand over their vehicle keys to the Hotel staff providing this service and will receive a ticket, which they must keep and present upon departure. Additionally, during their stay at the Hotel, guests may request access to their vehicle by showing the corresponding ticket. The Hotel disclaims any responsibility for any incidents that occur within the Hotel areas designated as parking lots, including theft, damage, or total or partial loss of the vehicle or belongings inside it.

TWENTIETH.

Room cleaning will be performed daily, except in cases of reported sanitary emergencies. If a guest does not wish to be disturbed in their room, they may use the sign located on their room door indicating their desire not to be bothered. Housekeeping and other personnel dedicated to cleaning and preparing rooms will always announce their presence loudly before entering the room, even if the "Do Not Disturb" sign is not on the door, to confirm that the room occupants are available to receive the staff. If a guest requires cleaning outside the established hours, an additional charge of $50.00 USD (fifty dollars 00/100 legal tender in the United States of America) may apply. The charge will be calculated at the official exchange rate published at the Hotel reception on the day the cleaning service is requested.

 

IV. SAFETY RULES

TWENTY-FIRST.

The rules for use and access to pools, beach, spas, gyms, and other amenities and common spaces within the Hotel are displayed at the entrance to each area and/or communicated at check-in for the consultation and acceptance of the users of those areas. Guests, their companions, and authorized visitors are required to be aware of and strictly comply with the usage rules and any other requirements communicated by Hotel staff before using those spaces. They release the Hotel, KTRC, and its subsidiaries, affiliates, partners, employees, executives, and shareholders from any liability for incidents resulting from non-compliance with these rules.

Specifically, for safety reasons, guests are prohibited from entering the ocean in the beach area adjacent to the Hotel, understanding that entering the sea carries significant life risks, as well as the possibility of personal injuries and property damage arising from rescue maneuvers. Guests are also required to comply with requests from security staff or lifeguards if they deem there is a risk to the guest or others. Any violation of this prohibition will be considered a breach of Hotel rules and may result in the immediate termination of the stay without refund, and the guest may be held responsible for any damage or harm caused, releasing the Hotel, its staff, KTRC, and its affiliates from liability.

TWENTY-SECOND.

The guest must inform management of any contagious disease, death, infraction, or crime they are aware of, without prejudice to the rights of the Hotel and guests to report to the relevant authorities any illicit acts or those that could create liability for either party regarding their persons or property within the Hotel. In case emergency medical attention is required, the guest may request it from the medical service provider within the Hotel or another medical service of their choice. The Hotel shall not be responsible in any way for the guest's decision or the consequences of that decision regarding their health, physical integrity, or property.

TWENTY-THIRD.

Hotel employees must respect the privacy of guests and their companions at all times and will only enter occupied rooms for cleaning, maintenance, or when a guest requests their presence due to safety concerns. Visits, inspections, and other procedures that authorities carry out within rooms in the course of their duties will be conducted with the utmost respect for constitutional guarantees. For added security and better service, it is the obligation of every guest to close doors and windows when leaving their room. If security personnel detects that a room is not properly secured, they will proceed with the corresponding protocol while ensuring respect for the guest's privacy.

TWENTY-FOURTH.

KTRC has contracted and maintains a civil liability insurance policy with the insurer Grupo Mexicano de Seguros S.A. de C.V., under policy number 07000023, with a total amount calculated based on the number of rooms at the Hotel. In compliance with NOM-07 TUR-2018, guests of KTRC and the Hotel are included as beneficiaries of this insurance. Any other insurance contracted for the benefit of the Hotel, guests, their companions, and authorized visitors will be duly communicated to those beneficiaries.

TWENTY-FIFTH.

The Hotel continually carries out cleaning, maintenance, and/or remodeling activities. In such cases, the affected areas will have the appropriate signage indicating the risk situation, prevention measures, or access restrictions, as necessary. Additionally, there are restricted-access areas within the Hotel and security, maintenance, transport, cleaning, and other similar equipment or devices, the use of which is only allowed for Hotel employees. Guests, their companions, and authorized visitors are required to respect all signage and access prohibitions and are prohibited from tampering with, obstructing, disabling, altering, or damaging the functionality of any such systems, including fire systems, alarm systems, or emergency equipment. If guests fail to comply, neither the Hotel nor KTRC will be liable for any damage or harm caused, and the guest will be responsible for covering any costs incurred from unauthorized handling or access to restricted areas.

TWENTY-SIXTH.

The Hotel has certain procedures, policies, and protocols to handle any emergency situations that may arise during a guest's stay, including but not limited to response protocols for detecting contagious diseases, evacuation in case of weather contingencies or fires, mock drills, emergency medical assistance in case of accidents, and similar situations. These norms, conditions, and procedures are in line with the requirements of the relevant authorities or applicable international standards, and they do not constitute discriminatory or abusive practices. Guests and their companions and authorized visitors are required to strictly follow the Hotel staff's instructions, which are based on the established protocols, policies, and procedures. Non-compliance with these instructions is the sole responsibility of the guest, and the Hotel, KTRC, and their owners, operators, affiliates, subsidiaries, patent entities, employees, collaborators, and direct agents will be released from any liability, including any claims, lawsuits, procedures, or complaints filed in Mexico or abroad as a result.

 

V.  NON-COMPLIANCE WITH RULES AND RESPONSIBILITY

TWENTY-SEVENTH.

In the event of a full or partial breach of one or more terms, rules, regulations, and provisions of this Agreement, the Hotel has the unilateral right to immediately terminate the accommodation contract. In such cases, guests will still be required to pay the full amount for their stay as per the reservation, with no right to a refund or compensation. The Hotel reserves the right to report any illicit acts or situations to the relevant authorities that may create liability of any kind.

TWENTY-EIGHTH.

The Hotel is not responsible for any type of accident or incident that guests, their companions, and authorized visitors may suffer within the Hotel premises, including those resulting from pre-existing risk conditions such as falls, bumps, or animal bites, unless the incident or accident was directly caused by the negligence or intentional act of the Hotel staff.

TWENTY-NINTH.

Guests agree to pay for accommodation, services, purchases, and additional charges incurred by the guests, their companions, and authorized visitors (the "Total Account"). In this regard, guests authorize the Hotel to charge the payment of the Total Account to the credit card presented at check-in (this includes late check-out, charges for damages to Hotel property, special cleaning charges, and last-minute charges), without prejudice to other payment instructions. Any modification requests to the invoice issued by KTRC must be made within 72 hours from the date of issuance. After this period, KTRC and/or the Hotel will not be able to make any changes to the issued invoice.

 

VI.  CODE OF ETHICS

THIRTIETH.

Guests are informed that the Hotel and KTRC operate under the strictest standards of compliance with applicable regulations regarding hotel operations and relationships with their respective clients and suppliers. Guests, their companions, and authorized visitors are made aware of the RCD Code of Ethics, which is available for consultation at www.rcdhotels.com.

THIRTY-FIRST.

Any violation of the Code of Ethics will be considered sufficient grounds to terminate the accommodation contract and request that guests, their companions, and authorized visitors vacate the Hotel premises. In case of detecting any breach of the Code of Ethics by any of the obligated parties, such event may be reported to the Hotel's Public Relations staff or through the Anonymous Reporting Line using the following contact information:

 

VII. PRIVACY AND DATA PROTECTION

THIRTY-SECOND.

Corporación Inmobiliaria KTRC S.A. de C.V. (the "Responsible Party"), located at Boulevard Kukulkán K.M. 14.5, Manzana 53, Lote 40, Sección “A”, Zona Hotelera, Postal Code 77500, Cancún, Benito Juárez, Quintana Roo, United Mexican States, is responsible for handling the personal data provided to the Hotel. The personal data is used for the purposes set out in the Comprehensive Privacy Notice, which can be consulted at www.unicohotelrivieramaya.com.. Acceptance of the Comprehensive Privacy Notice, as described on the website, will be deemed tacit when the guest uses the services offered by the Hotel.

THIRTY-THIRD.

Specifically, regarding data processing, guests are informed that the Hotel has surveillance cameras operating 24 hours a day. Through these devices, the Responsible Party collects images, audio, and video that may include the images of guests, their companions, and authorized visitors, including minors, solely for the purposes of security and surveillance of the Hotel's facilities, ensuring the safety of clients, employees, and visitors, and monitoring respective entries and exits. Additionally, guests are informed that calls made to and from Hotel rooms are recorded for monitoring and service quality purposes. The personal data referred to, along with any other data obtained from the activities described, are not shared with individuals or entities outside of the Responsible Party's corporate group unless required by a competent authority or if such data is necessary for protection, security, and dispute resolution involving the Responsible Party, its employees, clients, suppliers, and related parties.