Hotel Nuestro Sueño 

Privacy Policy

What information do we collect? We only collect your contact information which we might need in order to give you the best service while staying at or using the facilities of Hotel Nuestro Sueño. You will be requested in writing to provide an email address so that we are able to contact you if there are issues with your reservation information.

WE DO NOT PUT COOKIES ON YOUR COMPUTER, AND WILL NEVER ASK PERMISSION SO TO DO.

If you choose to make a reservation on line or to make payment at the hotel and are using a credit card, we do not keep your record of credit card information. All credit card payments are between you and the supplier of credit card processing and your credit card issuer.

When registering at the hotel, you might be required to present your identification information, including your passport.  If required by local laws in force at that time, the information might be transferred to the tourism records of INGUAT which are forwarded to the government each month.  This collected information is not sold or utilized in any way, except as might be needed to provide your location to your local embassy in the case of an emergency.

When you reserve utilizing on our website, you will be offered the opportunity to create a personal account with a private password.  This encrypted information allows you and only you to confirm your reservations, to contact the hotel and/or its suppliers when you might feel the necessity (i.e. to contact a boat rental or lake tour agent to confirm, modify, cancel, and/or expand your reservation). You can “opt-in” to receive periodic emails regarding the hotel, Lake Atitlan and/or Guatemala.

If you have opted-in to receive our e-mail newsletter, we may send you periodic e-mails. If you would no longer like to receive promotional e-mail from us, please refer to the "How can you opt-out, remove or modify information you have provided to us?" which would be prominently displayed on any communications.

We value our privacy and believe that our clients have a right to value and protect their privacy of information as well.

Cameras and Videos

You should be aware that there are live web based cameras in the hotel and in the village where the hotel is located and some of these cameras broad-cast to the internet as part of the promotion of the area for tourism. 

Additionally, the Hotel has in house security cameras that monitor all common/public areas related to the Hotel and its operations.  Consequently, is it highly likely that your image from time to time might be displayed and/or broad-casted on the internet.  Also, it is quite common throughout the region that tourism based enterprises have video promotion systems which collect still photos and/or videos which are regularly utilized in the promotion of tourism in this region of Guatemala. 

Tourist who visit the region often post the photographs on Flickr and YouTube.(https://www.flickr.com/search/?q=san%20antonio%20palopo  will show you an example of such postings).   Therefore, if you for any reason are camera shy, you probably need to visit other regions of the world – just as in the USA, in Guatemala almost everyone has a cell phone with a camera and taking photos has become a national pastime.

To delete all of your online account information from our database, sign into the "My Account" section of our site and delete your information or if you choose, delete your account completely.  Your name, date of visit and charges are reported in Guatemala for tax keeping purposes; once you have paid your account with the hotel in full (i.e. the claw-back period has expired on credit card payments), all secure information related to the payment transaction will be deleted.

Third party links
In an attempt to provide you with increased value, we may include third party links on our web site. These linked sites have excellent reputations and therefore have been selected for utilization; each has their own separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these linked sites (including if a specific link does not work). (write to info@hotelnuestrosueno.com or use the contact page)

Changes to our policy
If we decide to change our privacy policy, we will post those changes on this page. Policy changes will apply only to information collected after the date of the change. This policy was last modified on December 3, 2020.

Questions and feedback
We welcome your questions, comments, and concerns about privacy. Please send us any and all feedback pertaining to privacy, or any other issue. (write to info@hotelnuestrosueno.com or use the contact page)

Online Policy Only
This online privacy policy applies only to information collected through our website and not to information collected offline as might be required by local regulation and statutes.

Your consent
By using our site, you consent to our privacy policy.



Policies of Hotel Nuestro Sueño

Check-in    From 14:00
Check-out    Until 11:00

Failure to check-out and vacate a room by the designated time will result in a partial day additional charge. If you know in advance that you will be checking out later than the prescribed time, notify the manager, and most often arrangements can be made so as to avoid additional charges. Do not assume that a late checkout is no problem. Early arrivals can normally be accommodated, but please confirm in advance your early arrival. The hotel can accommodate your luggage and personal items if you have an early or late departure.

Smoking
Smoking is not permitted in any hotel room or public/common area other than designated Smoking Areas in the entrance gardens.  Vaping is treated the same as all other smoking habits, and is permitted only in designated smoking areas within the hotel. In front of the hotel is the town embarcadero which has lovely views and seating areas. All forms of smoking are permitted at the embarcadero as well as the local promenades.

Children and Extra Beds
Hotel Nuestro Sueño is a family owned and operated business, which is pleased to have children as part of its clientele.  A child is considered to be 10 years old or younger.  Young children who will be sharing the bed with their parents stay without additional room charge.  For more than one child or larger/older children please consult with the manager via email or telephone for what the applicable rate might be.

Each room in the Hotel is a unique design and thus the capacity for extra beds varies from room to room.  The larger rooms and suites at Hotel Nuestro Sueño can accommodate extra beds (the largest suites can accommodate several extra beds).  Extra beds and cribs are sometimes available and are counted the same; an extra bed. .  For extra beds or cribs there is often a service (furniture moving). Confirm with the manager as to the capacity of each of the hotel rooms to accommodate extra beds and whether there is an extra bed charge, or instead an extra person charge. For stays longer than two days, special pricing adjustments are possible.

Pets
Small to medium sized Pets are allowed, but a security deposit of Twenty Dollars ($20.00 USD) is required to be paid upon check-in.  You should notify the hotel in advance of your intent to bring a pet.   The charge for a pet is Ten Dollars ($10.00) per day.  Guests with pets are responsible for the cleaning up from their pet; failure to properly clean up from the possible mess created by a pet will result in the forfeiture of the security deposit.  Any damage done by a pet will additionally be charged at a cost to remediate plus thirty percent (30%) which will include any availability lost for the use of the room while repairs are being prosecuted.  The owners and managers of the Hotel are pet owners; they will attempt to accommodate your wishes and desires regarding your pets.

Hotel Activities
Hotel Nuestro Sueño is not a large facility, but the Hotel does have many features and facilities found only at much larger facilities. (See the listed Services of the hotel) The location of the Hotel is normally very tranquil and thus has a private ambience. Regardless, when making reservations, it is recommended that one inquire as to what activities might be scheduled during your anticipated stay. If your stay requires silence and meditation, then it might not be a good thing to make reservations when a wedding or quinceanera party is scheduled. Additionally, San Antonio Palopo is a village with a very rich tradition of history, religious, and local celebrations. These fiestas are not known for being quiet times. It is best that one enjoy the celebrations which are open to all. It is Hotel policy that when a social activity is known, that all guests that are scheduled to be at the hotel during that same time will be notified and offered possible different arrangements as might be appropriate.

Your Hotel and Restaurant charges
When checking in you might be asked for your credit or debit card which will be authorized for payment with a pending charge.  You will be asked if you want to keep an open tab for use at the restaurant and/or other Hotel services, in which case, your charges will be accumulated for a final settlement at the time you check out.  You may, however, choose to pay your additional charges when incurred, either by again present your cards for payment or by payment in cash.  You may use any combination of cash and/or credit as well.  Unless otherwise stated or negotiated in advance, all charges and prices quoted do not include taxes.  Taxes will be charged and collected at the time of check out.  If you choose to not keep a tab open and decide to pay for your room upfront, the taxes and charges will be totaled and paid at that time.  IVA is charged at the rate of twelve percent (12%) and INGUAT hotel tax is ten percent (10%).

Gratuities
As a Good Guest / Visitor in a foreign country, you should consider and leave a minimum five percent (5%) gratuity for good services rendered. A guest should feel free to reward individual good service with a gratuity (tip/propina) of a larger amount; it will be deeply appreciated by the staff members.

Credit and Debit Card Payments.
Credit and Debit Cards are accepted at Hotel Nuestro Sueño and will be processed through the banks utilized by the Hotel.  The Hotel prefers when possible to utilize PAYPAY (https://www.paypal.com) to process all cards; the reason being that your personal information and card security is the highest level possible. If you do not have a PAYPAL account, we recommend that you create an account with PAYPAL.

The Hotel does not participate in the approvals or denials of a credit or debit card, such determinations are made the banking system and credit card clearing companies.  If your credit or debit card is known by you to have difficulty in being processed overseas, you might want to consider other forms of payment such as PAYPAL.  The Hotel uses major credit card processing facilities, and thus such problems are unlikely.  If you have used your card to make your online reservation and deposit, you will most likely not have any other problems since the website utilizes similar credit card processing as is used at the front desk of the hotel.

Deposits, Cancellation, Refunds and Prepayment
Cancellation and prepayment policies vary according to the time of year and the Tourism Seasons. If you have questions, please inquire in advance.

Deposit   
When utilizing the Hotel Nuestro Sueño website or a telephone call to the front desk, a reservation deposit equal to one half (50%) of the expected stay room bill is often required.  If one utilizes a separate booking or tour agency service, those contracted agents have their own deposit and payment requirements, which the Hotel will follow.

Cancellations and Refunds
If your reservation is made through a booking or tour agency service, their cancellation policy will be applied.  If your reservation is made utilizing the Hotel Nuestro Sueño website or a direct phone call, the deposit is lost if the reservation is not cancelled in advance by electronic notice (email, via the website, by fax, or phone call). The hotel always tries to be flexible and understand that sometimes things happen that are out of the control of everyone. If in advance you have notified the Hotel of your need to cancel a reservation, your deposit will be returned in full by reversing the charge to your credit or debit card and a copy of the reversal order will be sent by email to your supplied email address.  If you fail to cancel your reservation within the prescribed time limits, the deposit will be forfeited as liquidated damages.

Prepayments
Guests may choose to book tours and other activities in advance so as to assure their availability.  These activities are often supplied by third party vendors.  If these vendors do not have a cancellation policy, then the cancellation policy of the Hotel as stated for reservations will apply.  When booking tours and other activities one should inquire as to the deposit/cancellation/refund policies that might be applicable.  These activities are normally booked and/or supplied through the Hotel by means of various tourism websites.  Communicate with the managers for more information.

These policies may be updated and/or modified as needed.  If you have questions, please feel free to contact the management at info@hotelnuestrosueno.com and learn that which you need to know in order to have the best vacation experience possible. These policies have been updated as of December 3, 2020.