FAQ´S


Reservations


How do I do a reservation on the site?
Detailed instructions available at User instructions.


Can I reserve for another person?
Yes. During the reservation process insert the name of the guests.


What payment methods are accepted?
We accept MasterCard, Visa and PayPal.


Can I reserve 10 or more rooms?
Yes, visit our Groups section to find the groups reservation tool.


Can I change the name of the person the reservation was made for?
Some hotels do not allow name changes, to verify and make changes write us at mail@visitixtapazihuatanejo.com.


Changes and cancellations



If I change a reservation, is the rate maintained?
Rates and availabilities are subject to changes at any moment, therefore it's possible for the rate to be different to the original reservation one.


Will I get charged a night stay if I loose my reservation or arrive late?
Depending on each hotel's cancellation policy, you can be charged with a fine. We suggest you carefully read the cancellation and late arrivals policy. If you do not warn the hotel about your late arrival, your reservation can be canceled.


How can I change my reservation?
No changes can be made online. To change your reservation write us at mail@visitixtapazihuatanejo.com. We suggest you check availability for the new dates before contacting us. Changes may be subject to charges according to the policies of each provider, which are detailed in the booking confirmation. The changes made after check-in will be subject an applicable 100% penalty. Once you have completed the check-in at the hotel, you can not cancel or get credit for the nights you do not have stayed or if you make your check-out ahead of schedule.


How can I cancel my reservation?
You can make a cancellation online, writing at mail@visitixtapazihuatanejo.com. To cancel online, enter your account and, in the reservations list, open the reservation you want to cancel, then click on the cancel button, which is below the details of your reservation. Please note that cancellations may be subject to charges according to the policies of each provider, which are detailed in the booking confirmation. The cancellations made after check-in will be subject an applicable 100% penalty. Once you have completed the check-in at the hotel, you cannot cancel or get credit for the nights you do not ha ve stayed or, if you make your check-out ahead of schedule.


How do I receive reimbursement for a change or cancellation?
One business day after making the change or cancellation, you will receive an email that specifies the amount that will be reimbursed to you. Applying refunds will be made on the next billing period and will never take more than 30 days. Reimbursement is made through the same channel as the original payment (credit card, PayPal, etc.).


After doing the reservation



How do I know my reservation has been confirmed?
We will send you the confirmation by e-mail after the reservation is made. You will receive the confirmation e-mail within the following 15 minutes.


What shall I do if I don't receive the e-mail with the confirmation after having done the reservation?
You can verify your reservations online by signing in or you can send a request by e-mail for your confirmation to be resent.
Check the spam folder in your e-mail to make sure the confirmation e-mail hasn't been blocked. We recommend you to add visitixtapazihuatanejo.com to your "allowed" contact list in order to receive confirmation e-mails and information related to future reservations.


What is the cancellation policy?
The policies vary from one hotel to the other, they are showed before the reservation process ends as well as in the confirmation email received after the reservation is done.


Will my credit card get charged if I forget to cancel and I don't occupy the room I reserved?
If you don't cancel your reservation within the specified cancellation period, you can be subject to changes and cancellation fees imposed by some hotels. the cancellation policies vary for each hotel, therefore, read carefully the confirmation email to know all the details and avoid unnecessary fees to be charged to your credit card.


What shall I do if I have a question regarding a previous reservation?
You can see your past reservations by entering your account, sending us an e-mail or calling us.


Rates and Payments



What payment methods are accepted?
We accept MasterCard, Visa and PayPal.


Is the information of my credit card secured?
We take the protection and security of your credit card information very seriously. If you suspect an unauthorized transaction has been made using your credit card through visitixtapazihuatanejo.com, you must contact your bank immediately to verify the transaction. To obtain more information, see our Privacy Policies..


Activities and Servicess



How do I reserve an Activity or Service?
During the room reservation process you will get to see and choose the available Activities and Services for the dates you will be traveling. You will as well be able to reserve them directly through the Activities and Services section.


What is the cancellation policy for Activities and Services?
Policies vary from one provider to another, they are showed before the reservation process ends as well as in the confirmation email received after the reservation is done. In some cases it's not possible to make changes or cancellations.


Can I change the name of the person I made the reservation for?
Some providers do not allow name changes, to verify and make changes write us at mail@visitixtapazihuatanejo.com.


Is there a telephone number or instructions in order to perform the Activities or receive the services?
You will receive all the necessary details with the reservation confirmation.


What shall I bring with me apart from the confirmation?
The person whose name is on the confirmation has to bring an ID.


How can I change my reservation?
No changes can be made online. To change your reservation write us at mail@visitixtapazihuatanejo.com. We suggest you check availability for the new dates before contacting us. Changes may be subject to a charge of XXX% and charges according to the policies of each provider, which are detailed in the booking confirmation. The changes made after check-in will be subject an applicable 100% penalty. Once you have completed the check-in at the hotel, you can not cancel or get credit for the nights you do not have stayed or if you make your check-out ahead of schedule.


How can I cancel my reservation?
You can make a cancellation online, writing at mail@visitixtapazihuatanejo.com. To cancel online, enter your account and, in the reservations list, open the reservation you want to cancel, then click on the cancel button, which is below the details of your reservation. Please note that cancellations may be subject to a charge of XXX% and charges according to the policies of each provider, which are detailed in the booking confirmation. The cancellations made after check-in will be subject an applicable 100% penalty. Once you have completed the check-in at the hotel, you cannot cancel or get credit for the nights you do not have stayed or, if you make your check-out ahead of schedule.


How do I receive reimbursement for a change or cancellation?
One business day after making the change or cancellation, you will receive an email that specifies the amount that will be reimbursed to you. Applying refunds will be made on the next billing period and will never take more than 30 days. Reimbursement is made through the same channel as the original payment (credit card, PayPal, etc.).


Registration, account and password



I forgot my password. What shall I do?
In the log in page click on "Forgot your password?", and then enter the email that was used when registering. You will receive an email with your password within 15 minutes.


Do I need to register in order to do a reservation?
Yes,.it is necessary to create an account in order to do a reservation.


If I live outside Mexico, can I sign up in visitixtapazihuatanejo.com?
Yes. We also have Spanish and French versions where you can make payments in U.S. or Canadian dollars.


Visit Points



What is the visitixtapazihuatanejo.com Visit Points program?
The visitixtapazihuatanejo.com Visit Points program is a direct reward for each reservation made with us, which are translated into immediate discounts.


How do I take part in the Visit Points program?
To join the program you only need to be a registered user at visitixtapazihuatanejo.com. To join go to sign up.


Is there any cost?
It's totally free to take part in the visitixtapazihuatanejo.com Visit Points program.


How do I get Visit Points?
There are several ways to earn Visit Points.
  • Win Visit Points for the reservations done at visitixtapazihuatanejo.com.
  • Win Visit Points for the reservations done by referred friends.
  • Win Visit Points through bonds, for example, welcome bond, first purchase bond, bonds for referring friends (up to 3 levels), bonds for your reviews and bonds for taking part in contests.


Do I get Visit Points for reservations made on the phone?
If you call to do your reservation you won't get Visit Points. You will only win them if you do your reservations through visitixtapazihuatanejo.com


When do the Visit Points expire?
One year after obtaining them.


How do I use the Visit Points?
During the reservation process you will be shown the total price of the reservation and the discount with Points. Before making the payment, the option will appear to use all of them, a part or none. The Points not used will accumulate in your account.


Is it necessary to make a reservation for a minimum amount in order to use the Points?
Yes. You can only use your Points for reservation above the equivalent of $1,000 Pesos.


Are there any fees for the use of Visit Points?
Participating is free. The Points, as well as the coupons, can be obtained and used only when reserving through visitixtapazihuatanejo.com.


Is there a limit for the number of friends that can be referred to the visitixtapazihuatanejo.com Visit Points program?
There is no limit.


What shall I do if I didn't receive the Visit Points I was entitled to for a reservation?
If your reservation was confirmed and the Visit Points do not appear in your account, write us at mail@visitixtapazihuatanejo.com.


I have doubts which do not appear in this Frequently Asked Questions, how can I get an answer?
Send us an e-mail to mail@visitixtapazihuatanejo.com and we will answer you on a short laps of time.


Offers and promotions



What are the last-hour Offers?
If you are flexible and can quickly get out of town, then these offers are perfect for you. Visit the Promotions section to find these special offers of last-hour departure.


What are the coupons?
The coupons are codes that have to be entered before doing your reservation in order to get immediate discounts on your reservation. You will occasionally get coupons if you are subscribed to our information updates, it is not necessary to be a registered user to receive them. We publish coupons in other media as well.


Security, policies and more information


Security and privacy



Will visitixtapazihuatanejo.com use my email address for commercial purposes?
Read our Privacy Policies to know what information we gather, how do we use it and how can we share it.


Informative update



How can I subscribe myself to the visitixtapazihuatanejo.com informative updates?
Enter your e-mail to see the incredible special offers in our informative weekly update.


What are the benefits of subscribing to the visitixtapazihuatanejo.com informative updates?
Our informative updates will bring you the opportunity to get the latest information about the most updated offers and promotions, as well as discount coupons.