Useful information
Frequently asked questions.
The essentials for planning a comfortable and uncomplicated stay with HES.
Where is the current HES stay located?
The stay is in Mexico City’s Historic Center. The exact access instructions are shared after the booking is confirmed.
What are the check-in and check-out times?
Check-in begins at 2:00 p.m. and the final arrival time is flexible by prior coordination. Check-out is before 11:00 a.m.
How can I book?
Start with an availability request by WhatsApp. HES will share the complete conditions and confirm whether the applicable booking channel is direct or Airbnb. The website itself does not process or confirm bookings.
Is there a minimum stay?
Minimum nights may vary by property, season and selected dates. The applicable requirement will appear in your proposal.
Are children and pets allowed?
Children are welcome, although the space is not specially adapted for babies or young children. Pets are not accepted, except service animals when applicable.
Is the property wheelchair accessible?
No. The stay is inside a historic building and access requires climbing at least one flight of stairs. There is no step-free or wheelchair-accessible entrance, so guests with reduced mobility should contact HES before booking.
Can guests smoke or hold events?
Events and unauthorized commercial filming are not permitted. Smoking and vaping are prohibited indoors and permitted only on the terrace. Quiet hours are from 11:00 p.m. to 7:00 a.m.
What is the direct-booking cancellation policy?
For stays under 28 nights, cancellations made at least 7 days before arrival receive a full refund; 3 to 6 days before arrival receive a 50% refund; less than 72 hours before arrival are non-refundable. Long stays have separate 30-day and 15-day cancellation windows detailed in the Terms.
How do direct payments work?
Stays of 1 to 6 nights require full payment. Stays of 7 nights or more require a 50% deposit and the balance 7 days before check-in. A request is not confirmed until HES validates the payment and sends written confirmation.
Are cleaning, parking or experiences included?
Cleaning, nearby parking, luggage storage, experiences and other optional services are quoted separately according to the stay and requested service. The complete breakdown is provided before payment.