Policies and

Terms & Conditions

Casa Zala Policies and Terms & Conditions

By booking with us, you agree to abide by the following terms and conditions.

1. Booking Policies

1.1 Payment Terms

  • A valid debit/credit card is required to secure your reservation.

  • A non-refundable deposit of 5% of the total booking price is charged to the card on file at the time of booking. The remaining 95% balance will be automatically charged to the same card 14 days before arrival, and is non-refundable once charged. 

  • If the reservation is made within 14 days of arrival, full payment will be charged upon confirmation of the reservation and is non-refundable.

  • Facturas are issued at the time of payment. If you would like your factura linked to a specific NIT, please contact us before payment is processed — otherwise, the factura will be issued as C/F (consumidor final). 

  • Payment for additional services (e.g., transportation, surf lessons, laundry) can be made by cash (GTQ/USD - no tears or stains), Visa/Mastercard, or bank transfer (Guatemalan/UK accounts) at check-out.

  • A 1% 'Sustainable Paredon' contribution is automatically included in the final reservation price. This supports social projects in the village, including the lifeguard program, education, and environmental projects.

1.2 Deposits

  • For reservations of the entire property (including retreats), a non-refundable deposit of 50% of the total booking price is required to confirm the reservation.

  • An additional security deposit may also be required upon check-in, refundable upon check-out if no damage is incurred.

1.3 Identity & Payment Verification

  • To protect our guests and our property against fraud, Casa Zala requires a valid government-issued ID matching the name on the reservation and the card used for payment at check-in. 

  • A photo of the ID will be taken for our records.

  • If the name on the reservation, the ID presented, and the card used for payment do not match, the guest may be asked to provide a valid explanation and/or written authorization from the cardholder before check-in is completed. 

  • Casa Zala reserves the right to decline check-in, or to require an alternative valid payment method, if identity or payment verification cannot be reasonably completed.

2. Cancellation and No-Show Policies

2.1 Standard Cancellation Policy

  • The 5% deposit paid at the time of booking is non-refundable under any circumstances. 

  • Cancellations made 15 days or more prior to arrival will result in the loss of the 5% deposit only; the remaining balance will not be charged. 

  • Cancellations made within 14 days of arrival will incur a cancellation fee equivalent to 100% of the total booking amount, as the full balance will have already been charged.

  • No-shows will not be eligible for a refund.

2.2 Early Departures

  • In the event of early departure, the hotel reserves the right to withhold the full amount of the booking.

3. Check-In and Check-Out

3.1 Check-In

  • Check-in is from 3:00 PM to 10:00 PM on the day of arrival.

  • Early check-in may be available upon request, subject to availability, and may incur additional charges.

  • Arrivals to Casa Zala before 11:00 AM will incur an extra charge of Q120 per person.

3.2 Check-Out

  • Check-out time is by 11:00 AM on the day of departure.

  • Late check-out may be available upon request, subject to availability, and may incur additional charges.

  • Departures from Casa Zala after 3:00 PM are subject to an extra charge of Q120 per person.

3.3 Identification

  • A valid government-issued ID or passport is required for all guests upon check-in. A photo of the ID will be taken for our records.

  • The name on the ID must match the name on the reservation and/or the card used for payment, in accordance with Section 1.3.

4. Extra Bed & Guests

  • An extra single bed can be provided, subject to availability, for an additional fee of Q420 per night per adult and Q120 per child 12 and under in the King Suites and Casita (not available in the Two Queens Loft).

5. Pets Policy

  • Guests may bring a small, well-behaved dog with a Q300 damage deposit upon arrival. The deposit will be returned if no damage occurs.

  • Other pets are not permitted at Casa Zala.

6. House Rules

6.1 Smoking Policy

  • Smoking and open flames are prohibited inside the rooms and on the upper floors.

6.2 Noise Policy

  • Guests are requested to keep noise levels to a minimum between 10:00 PM and 8:00 AM to ensure the comfort of all guests.

  • Disruptive behavior may result in early eviction without a refund.

  • No parties are permitted at Casa Zala. If you are looking for a party-friendly location, we’d be happy to recommend other places in town.

6.3 Damage to Property

  • Guests will be held responsible for any damage to hotel property, whether accidental or intentional.

  • The cost of repair or replacement will be charged to the guest’s card on file.

6.4 General House Rules

  • No food is allowed inside the rooms.

  • Guests only; outside visitors are not permitted.

  • No glass is allowed near the pool.

6.5 Special Requests

  • While we will do our best to accommodate special requests (e.g., room preferences, late check-out), these requests cannot be guaranteed and may incur additional fees.

6.6 Private Chefs

  • If you wish to hire a private chef, we recommend booking the Casita or reserving the entire property.

  • Private chefs are not permitted if staying in a King Suite or the Loft due to the impact on other guests' experience.

7. Liability and Responsibility

7.1 Guest Responsibility

  • Guests are responsible for safeguarding their personal belongings. Casa Zala is not liable for any lost, stolen, or damaged property.

7.2 Hotel Liability

  • Casa Zala is not liable for any injury, loss, or damage to guests or their property during their stay, except in cases of gross negligence by the hotel.

  • The hotel reserves the right to cancel reservations in case of emergencies, force majeure, or unforeseen circumstances without liability.

7.3 Disputed Charges 

  • Guests agree that all charges made in accordance with these Terms & Conditions are authorized and valid. In the event of a disputed charge (chargeback), Casa Zala reserves the right to provide
    booking, identification, and communication records to the relevant card issuer or payment processor as evidence, and to pursue any amounts lawfully owed through appropriate means, including legal action where warranted.

8. Wi-Fi and Internet Usage

  • Complimentary Wi-Fi is provided throughout the hotel for guest use.

  • The use of Wi-Fi for illegal activities is strictly prohibited.

9. Parking

  • Limited parking is available on a first-come, first-served basis.

  • Casa Zala is not liable for any damage or theft occurring to vehicles parked on the property.

10. Privacy Policy

  • All personal information collected during the booking process will be used solely for hotel operations and will not be shared with third parties, except as required by law.

  • We take appropriate measures to ensure the security and confidentiality of guest information.

Casa Zala reserves the right to modify these terms and conditions at any time. By making a reservation, guests agree to these terms and conditions. For any inquiries, please contact us at +502 4840 7379 or info@casazala.com.