Terms and conditions.

Operator and contact

The service is operated by Leonardo Arteaga Gutierrez, an individual trading as HES MX | Hospitality Experience Solutions, at República de Uruguay 36, Centro Histórico, Centro, Cuauhtémoc, 06000 Mexico City, Mexico. Contact: hola@hesmexico.mx or WhatsApp +52 55 1329 3890.

Quotation and confirmation

Website forms and WhatsApp messages are availability requests and do not hold dates. Before any payment, HES will issue a written quotation identifying the property, dates, guests, essential characteristics, house rules, check-in and check-out, total price in Mexican pesos, taxes and mandatory charges, optional extras, payment method, payment schedule and cancellation terms. A direct booking exists only after the guest expressly accepts those conditions in writing and HES receives the required payment.

Direct-booking payments

• Stays of 1–6 nights: 100% of the confirmed total is required to reserve.
• Stays of 7 nights or more: a 50% deposit is required to reserve; the balance is due 7 calendar days before check-in.
• Any booking made within 7 calendar days of check-in requires full payment.
• Cleaning, nearby parking, luggage storage, experiences and other services are quoted separately according to the stay and are itemized before payment. The quotation will display the final total payable, including applicable taxes and mandatory charges.
• Payment must be made only to the account or official method identified in HES's written quotation. HES will provide written proof of payment or confirmation.

24-hour grace period

A direct booking may be cancelled for a full refund within 24 hours after written confirmation, provided check-in is at least 7 calendar days away.

Cancellation — stays of 1–27 nights

• 7 or more calendar days before check-in: full refund.
• From 3 to 6 calendar days before check-in: 50% refund of the accommodation amount paid.
• Less than 72 hours before check-in, no-show or early departure: no refund.

Cancellation — stays of 28 nights or more

• 30 or more calendar days before check-in: full refund.
• From 15 to 29 calendar days before check-in: 50% refund of the accommodation amount paid.
• Less than 15 calendar days before check-in: the 50% reservation deposit is non-refundable; any amount paid above that deposit is refunded.
• After check-in, the first 30 nights are non-refundable. Later nights may be cancelled with at least 30 calendar days' written notice.

Date changes, service issues and refunds

• One date change may be requested before the applicable non-refundable period, subject to availability and any rate difference.
• Third-party services and separately quoted extras may have their own cancellation terms, disclosed before payment.
• If HES cancels a confirmed direct booking, all amounts paid to HES will be refunded. HES initiates the refund within 5 business days; bank processing times may vary.
• If HES cannot provide the confirmed accommodation or it materially differs from the written offer, the guest may accept an equivalent alternative proposed by HES or request a refund of the affected service, without limiting any mandatory consumer right or compensation.

House rules and accessibility

• Maximum occupancy: 6 guests. No events. Pets are not accepted, except service animals as required by applicable rules.
• Smoking and vaping are prohibited indoors and permitted only on the terrace. Quiet hours are 11:00 p.m.–7:00 a.m.
• Check-in is from 2:00 p.m.; final arrival time is flexible by prior coordination. Check-out is before 11:00 a.m.
• Children are welcome, although the property is not fully adapted for babies.
• The historic building has at least one flight of stairs and no step-free or wheelchair-accessible entrance. It may not be suitable for guests with reduced mobility.

Regulatory information

Direct bookings remain subject to applicable Mexico City tourism, tax, safety and civil-protection rules. HES will not request direct payment until any host or property registration and folio that must legally be disclosed are available for the confirmed stay.

Guest responsibilities and damage

Guests must provide accurate information, respect occupancy limits and house rules, use the property lawfully and report damage or incidents promptly. Lost access devices, keys or property damage attributable to the guest may be charged at the documented repair or replacement cost.

Complaints, external links and applicable law

Questions or complaints may be submitted to hola@hesmexico.mx or WhatsApp +52 55 1329 3890. The guest may also use the consumer-protection procedures available through PROFECO. Rates, images and availability may change before written confirmation. External platforms operate under their own terms and privacy practices. These terms are interpreted under Mexican law and do not waive or limit mandatory consumer rights.