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policies

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 for our general mailers, but if you choose to not sign-up for our new letters, your information will be deleted within 30 days of your using the hotel facilities. 

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 information.  All credit card payments are between you and the hotel’s supplier of credit card processing. 

When registering at the hotel, you are required by local law to present your identification information, including your passport.  The information required by law will 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 you location to your local embassy in the case of an emergency.

When you register on our website, you will be asked 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).

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.

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.  Additionally, 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 U-Tube (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, almost everyone has a cell phone with a camera and taking photos is becoming 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 your account with the hotel in full (i.e. the claw-back period has expired on credit card payments), any and all information related to the transaction will be deleted, except for information that you have chosen to keep with us, such as name, email addresses and phone numbers.

Third party links
In an attempt to provide you with increased value, we may include third party links on our 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).

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 November 11, 2014.

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.

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.  The hotel can accommodate your luggage and personal items if you have a 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 not permitted in any hotel room, dining area, meeting rooms, the internet café or the movie theater.  As of this publishing, Vaping is permitted in other public areas, but Vaping should be done in a manner respectful of the health and rights of others and if one is asked to stop Vaping, they must stop or move to a different location where fellow clientele are not bothered of offended by the Vaping.

Children and Extra Beds
Hotel Nuestro Sueño, a family owned, operated and oriented business, is pleased to have children as part of its clientele.  A child is considered to be 16 years old or younger.  The first child stays without additional room charge.  For more than one child, 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 an extra bed (the largest suites can accommodate several extra beds.  Extra beds and cribs are available and are counted the same; an extra bed.  There is no charge for the first extra bed or crib.  For more than one extra bed or crib there is a onetime service (furniture moving) fee of Twenty-five Dollars ($25.00 USD) which is waved for stays of more than three (3) days.  Confirm with the manager as to the capacity of each of the hotel rooms to accommodate extra beds.

Pets
Pets are allowed, but a security deposit of Fifty Dollars ($50.00 USD) is required to be paid upon checkin.  You should notify the hotel of your intent to bring a pet.   The charge for a pet is Fifteen Dollars ($15.00) 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.  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 (these are regularly listed on the website).  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.  It is Hotel policy that when a social activity is booked, 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 will 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.  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
A five percent (5%) gratuity will be added to all accumulated bills and paid collectively to the total staff.  A guest should feel free to reward individual good service with a gratuity (tip/propina) as 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 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 prepayment.  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 the same 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.

Deposit   
When utilizing directly Hotel Nuestro Sueño website, a reservation deposit equal to one half (50%) of the expected stay room bill is 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 the deposit is lost if the reservation is not cancelled by electronic notice (email, via the website, by fax, or phone call) made before the season adjusted cut-off time: i.e.  High Season – 96 hours before check in availability; Standard Season – 48 hours before check in availability; and Low Season – 24 hours before check in availability.  If you have notified the Hotel before the above defined time limit, 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 the tourism website http://yourmayandreamvacation.com.  Guests are encouraged to consider purchasing an all-inclusive package which can eliminate the concern about additional payments being required.  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.



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