Casa Encanto Collection

Cancellation & Refund Policy

1. Booking & Payment Schedule

• A booking deposit equal to 25% of the total reservation cost is required to secure and confirm the reservation.
• The remaining balance is due 120 days prior to check-in. Reservations made within 120 days of check-in require payment in full at the time of booking.
• Remaining balance will automatically be deducted from credit card on file 120 days prior to the check-in date.
• If payment is not received by the due date, Casa Encanto Collection will provide written notice and a five (5) day opportunity to cure the payment default. If payment remains outstanding after the cure period, Casa Encanto Collection reserves the right to cancel the reservation and apply the cancellation terms outlined in this policy.

2. Standard Cancellation Policy

Cancellation terms are based on the date written notice is received by email at reservations@casaencantocollection.com relative to the scheduled check-in date.

Notice Given                                              Refund 120 or more days before check-in Full refund of all amounts paid, less reasonable administrative fee of 5% of the reservation total 119 – 95 days before check-in 75% refund of amounts paid or credit towards future booking* Less than 94 days – 60 before check-in Credit towards future booking* Less than 59 days before check-in                                                                                Non-Refundable No Show Non-Refundable

 

*Credit to be used towards future booking up to twelve (12) months of original check-in date, upon availability.

Refunds under this section apply only to reservation payments and do not include any separately collected security deposit, which will be handled in accordance with Section 4.

3. Peak Season & Holiday Bookings

Reservations that include or overlap with designated peak periods—including Christmas, New Year’s, Easter/Semana Santa, Día de Muertos, Special Events (concerts, sporting events, etc.), and any dates designated as “Peak Season” at the time of booking—are subject to the following cancellation terms:

Notice Given	Refund
120 or more days before check-in	80% refund of amounts paid
95–119 days before check-in	50% refund of amounts paid
Less than 90 days before check-in	Non-Refundable

Full payment may be required at the time of booking for designated peak-season reservations.

4. Date Changes & Rebooking

• One complimentary date change is permitted per reservation if requested 60+ days before the original check-in date, subject to property availability and any rate difference for the new dates.
• Date change requests made within 60 days of the original check-in are treated as a cancellation under Section 2, followed by a new booking at current rates.

5. Early Departure / No-Show

Non-Refundable is issued for unused nights if a guest checks out early or fails to arrive for reasons within the guest’s control. We strongly recommend travel insurance to cover unforeseen circumstances (see Section 10).

6. Cancellations Initiated by Casa Encanto Collection

If we must cancel your reservation due to circumstances within our control (e.g., property maintenance, ownership changes), you will receive, at your choice:

• A full refund of all amounts paid, including the booking deposit; or
• The option to rebook another property in the Casa Encanto Collection of equal or greater value at no additional cost, subject to availability.

Casa Encanto Collection is not responsible for airfare, transportation, excursions, travel insurance, or other third-party travel arrangements purchased independently by guests. Guests are encouraged to obtain travel insurance to protect against such losses.

7. Force Majeure & Extenuating Circumstances

If a hurricane, natural disaster, government-mandated evacuation, government travel restriction, public utility interruption, or other event beyond the reasonable control of either party materially prevents occupancy of the property, guests may elect one of the following options:

• Rebook the reservation for a future stay within twelve (12) months of the original arrival date, subject to availability and any applicable rate differences; or
• Receive a refund of amounts paid, less any documented and non-recoverable third-party charges actually incurred on behalf of the guest.

This provision does not apply to normal weather conditions, seasonal rain, or circumstances that do not materially prevent access to or occupancy of the property.

8. Travel Insurance

Given the cancellation terms above, we strongly recommend all guests purchase travel insurance — including “Cancel for Any Reason” (CFAR) coverage where available — at the time of booking, to protect against illness, injury, travel disruptions, or other unforeseen events. Casa Encanto Collection does not sell or administer travel insurance and is not responsible for claims; please direct insurance questions to your provider.

9. Refund Method & Timeline

Approved refunds are issued to the original payment method within 10 business days of approval. Processing times beyond this may depend on your bank or card issuer.

10. Governing Law and Consumer Rights

This policy and the underlying rental agreement shall be governed by the applicable laws of Mexico and the State of California, to the extent permitted by law.

Nothing contained in this policy shall be interpreted as limiting, waiving, or restricting any rights or remedies available to consumers under applicable Mexican consumer protection laws.

Consumers retain all rights afforded under Mexican law, including any rights available through consumer protection authorities.

11. Consumer Protection Notice

Casa Encanto Collection is committed to transparent business practices and compliance with applicable consumer protection laws.

Guests retain all rights provided under applicable Mexican consumer protection regulations. Any dispute concerning services provided by Casa Encanto Collection may be submitted to the appropriate consumer protection authorities, including PROFECO, where applicable.

12. Disclosure and Acceptance

By completing a reservation, the guest acknowledges that:

• The applicable rates, fees, cancellation terms, and payment requirements were disclosed prior to payment;
• The guest had an opportunity to review this Cancellation and Refund Policy before completing the reservation; and
• The guest agrees to the terms of this policy as part of the reservation agreement.

Casa Encanto Collection reserves the right to update this policy. The policy in effect at the time of booking will apply to that reservation.