CANCELLATION AND REFUND POLICY
Mid and Low Season
For individual reservations, changes, cancellations and full refunds are permitted free of charge up to 15 days before the arrival date.
For cancellations made between 15 and 2 days before the arrival date, the cancellation fee is 40% of the total reservation amount.
For cancellations made 2 days before the check-in date or in case of no-show no-show, the full price of the reservation is charged.
In the event of cancellation due to border closures in your home country, 50% of the total booking amount will be converted into a credit that you can use before the end of the current year. To book another stay at our two guest houses, guests are encouraged to contact us directly by phone or email.
If the Mexican borders close during the requested stay, a full refund will be issued except in the case of privatization.
Privatization
In the event of privatization of Casa Ohma or Casa Leone, special conditions are applied:
Cancellation:
– less than 30 days before the arrival date: non-refundable deposit
– balance of the rental amount to be paid 21 days before the arrival date
– Cancellation less than 21 days: 100% of the rental amount is due.
Security deposit:
A security deposit of MXN 15.000 of the rental amount will be debited and refunded in full or in part at the end of the rental depending on the condition of the house as observed by our team on site.
This lump sum does not exclude the customer's full liability for any damage exceeding this amount.
Please note that changes to an existing reservation will be subject to availability and any fare differences.
High season
December 25th to January 3rd and Semana Santa (April)
For individual reservations, changes, cancellations and full refunds are permitted free of charge up to 30 days prior to the arrival date.
For cancellations made between 30 and 15 days before the arrival date, the cancellation fee is 40% of the total reservation amount.
For cancellations made less than 15 days before the arrival date, 100% of the reservation will be charged. No-shows are non-refundable.
In the event of cancellation due to border closures in your home country, 50% of the total booking amount will be converted into a credit that you can use before the end of the current year to book another stay in our Guest Houses. This clause excludes private bookings.
Customers must first provide proof justifying this cancellation.
If the Mexican borders close during the requested stay, a full or pro rata refund will be issued.
Privatization in High Season
In the event of privatization of Casa Ohma or Casa Leone, special conditions are applied:
Cancellation:
– less than 60 days before the arrival date: non-refundable deposit
– balance of the rental amount to be paid 30 days before the arrival date
– Cancellation less than 30 days: 100% of the rental amount is due.
Security deposit:
A security deposit of MXN 15.000 of the rental amount will be debited and refunded in full or in part at the end of the rental depending on the condition of the house as noted by our team.
This lump sum does not exclude the customer's full liability for any damage exceeding this amount.
Please note that changes to an existing reservation will be subject to availability and any fare difference.
For advance bookings and promotional rates, a specific refund policy may apply.
Cancellation due to the Establishment
In the event of Cancellation by the Establishment due to force majeure or disruption – natural disaster, major breakdown or damage affecting comfort or safety and requiring major repairs, repurchase or change of ownership – the customer will be entitled to a full refund of payments made without penalty or compensation.
Room Allocation
Room number assignments may be changed by us to similar or higher categories up to 48 hours before the client's arrival.
INTERNAL REGULATIONS
Welcome to our Guest House! In order for your stay to take place in the best conditions, we ask you to read the following rules:
. Respect for Calm
Please respect the tranquility of the premises and reduce the noise level after 22 p.m.
Please avoid excessive noise, especially in common areas. Access to our guesthouse is reserved exclusively for registered guests.
The swimming pool is unsupervised and is open from 08:00 a.m. to 21:00 p.m.
. Preservation of Equipment
Any damage, such as blood-stained sheets, significant soiling, torn linen, broken or damaged equipment, will be charged to the customer concerned.
We thank you for handling the objects and equipment made available to you with care.
. Guest houses unsuitable for young children
Our houses are not suitable for children under the age of 16 years.
. No pets allowed
In order to respect the requests of our guests, and although we love them, dogs and cats are not accepted in our homes.
. Hygiene and Cleanliness
We thank you for not smoking inside the house. Ashtrays are available outside.
Do not throw cigarette butts on the ground; use the ashtrays provided for this purpose.
Please avoid leaving food products or waste in the heat of your room or in common areas.
Housekeeping in the rooms
Daily cleaning is provided by our team, provided that the occupant hangs the sign outside their bedroom door before 11:00 am.
After this time, cleaning can only be done the following day. If you do not wish to be disturbed, use the reverse side of the same sign.
. Washing personal laundry
You will easily find laundry facilities for your personal laundry in the immediate vicinity of our houses.
. Respect the environment
Contribute to our eco-responsible approach by turning off lights and electrical appliances, including air conditioning, when you leave your room.
Fresh water is also a precious commodity in the region. If you notice a leak, please report it to the maintenance staff.
Insects and local wildlife
Punta is located in a tropical zone. While it is pleasant to encounter a small agouti, a paca or a squirrel, it is common, despite regular fumigations, to sometimes cross paths with a spider or a scorpion.
If this happens: do not panic and do not touch it.
Let us know on Whatsapp and we'll send someone during business hours.
. Fire prevention
For safety reasons, the use of any equipment producing fire or embers such as braziers, firecrackers, rockets, fireworks (non-exhaustive list) is strictly prohibited in our homes.
Any failure to comply with this rule may result in immediate expulsion and a complaint to the police.
. Security
Please report any suspicious behavior or incidents via WhatsApp to +52 954 1255 298. Especially if you expect to encounter people who are not staying at the guesthouse.
. Access to the Rooms
Do not allow outside people to enter without prior authorization.
Please lock your room when you are not present.
. Arrival and Departure
Rooms are accessible from 15:00 p.m. and can be vacated before 11:00 a.m.
Thank you in advance for vacating your room before the indicated departure time.
We thank you for your understanding and wish you a pleasant stay with us!
. Electricity Supply
Our customers are informed that the fragility of the Punta electricity network can sometimes lead to general outages lasting several hours across all or part of the area, particularly during peak periods (New Year's Day, Semana Santa). These outages are completely beyond our control and will not give rise to refunds or goodwill gestures.
. Discharge of responibility
the-French-Maisons has no connection or financial interest with local rental companies, restaurants, bars or tour operators.
Our guest houses decline all responsibility for any incident or dispute that may arise with these service providers.
