ADH Conditions for Special Weather 2024

These conditions apply only for Weather Event HELENE under the following dates:

• No Cancellation Penalties: For stays from September 24, 2024, to September 27, 2024.
• No-Show or Early Departures Penalties: For stays from September 24, 2024, to September 25, 2024.
• Flexible rebooking: Valid for arrivals until September 30, 2024.
• Forced Stay Extension: For stays from September 24, 2024, to September 28, 2024.

This policy is valid for the limited time specified in the previous section and applicable after an express written confirmation by ATELIER De Hoteles' management after a direct and imminent impact or severe threat to the destination of Cancun is officially stated by both the US NHC and the relevant Mexican authorities.
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The Atlantic Hurricane Season runs from June 1st through November 30th, and only some tropical systems may pose a significant risk of disrupting travel plans. Therefore, the applicable policies will only be enforced at specific times*, while the regular policies will remain by default otherwise.

*An example of circumstances where the particular policies may apply, include a direct impact by a category 1 (or higher) hurricane crossing through the Cancun hotel zone, Cancun International Airport, or its closest vicinity within 50 miles.

1. Conditions for Special Weather

A. Cancellation and Rebooking Flexibility:

• No Cancellation Penalties: Guests can cancel their reservations without penalty if a hurricane is predicted to impact directly between the specified dates within 48 hours before or after their scheduled arrival date. Cancellation penalties will be waived only when the cancellation request is processed by guests exclusively and directly via the original booking channel and at least 24 business hours before the booking's arrival date. After such a period, any non-canceled booking will be considered a travel booking or a no-show.
• No-Show or Early Departures Penalties: Bookings will be waived from no-show penalties or unanticipated earlier departures charges only when the hurricane directly impacts the destination and/or the airport is closed precisely during the day or within 24 hours before/after the booked arrival. Even if penalties are waived, guests must contact their booking company to arrange a travel certificate (see below Replacement Stay).
• In the specific case of Early Departures, the unused nights will be eligible for a Replacement Stay. At the same time, the original booking will be charged in total as per regular procedure.
• Flexible Rebooking: Guests are welcome to rebook their original stay for any available future date within the range, without incurring any change fees. Rebooking will be subject to availability, but original rates will be honored for the same room category, length of stay, and number of travelers as per the original booking. Any changes will be possible upon availability, provided guests agree to pay for all additional charges that may apply to the amended booking. Every booking change must be processed directly with the original booking channel. Only guests with original bookings made directly with ADH's booking channels will be eligible to process changes directly through ADH's Contact Center.

B. Replacement Stay:

• Replacement Stay: If a hurricane disrupts four nights or more of a guest's stay, they will be offered a stay certificate for a future trip for the same duration and room category as per the original disrupted booking at no additional cost. This replacement stay will have a one-year validity for booking and traveling upon the original date of stay. Disruption of stay to be eligible for the voucher means that regular services and amenities are entirely or severely restricted due to the impact of a hurricane, making it impossible for guests to enjoy their planned stay under reasonably acceptable conditions. ATELIER's Customer Service team will individually review every request for a booking to be considered for a replacement stay. Applicable for early departures.

2. Onsite Safety and Evacuation Procedures

A. Evacuation Plans:

• Safe Relocation: If necessary to guarantee safety, comfort, or for operational logistics, guests may be relocated to safer areas within the resort during the contingency period.
• Emergency Shelters: If the need for evacuation is instructed by the corresponding local authorities and the resort's management, we have prepared a certified shelter fully equipped with food, water, medical assistance, and essential comfort kits for these phenomena where our staff will be available to guide and assist guests throughout the process.
• Certified shelters: Fundación Ciudad de la Alegría, Carretera Mérida kilometer 308, Cancún, Quintana Roo. C.P. 77539.
  • ATELIER Playa Mujeres: Human Development building.
  • ÓLEO Cancún Playa: Mano Amiga building.  

B. Extended Stays, After the Contingency

• Forced Stay Extension: As long as the resort is in perfect operational conditions, and if circumstances force guests on the property to extend their original stay on the destination, ADH will offer special conditions (i.e., distress rate) to stay longer with us. The specific terms and conditions will be communicated based on on-going circumstances with the airport, flights, etc. Original suite category cannot be guaranteed under these special conditions. Subject to availability. Exclusive for in-house and walk-in guests.

C. Communication:

• Regular Updates: Guests will receive frequent updates about the storm's status and safety instructions through multiple channels (email, text, in-room messages).

3. Financial Protection

A. Refunds and Credits:

• Booking Refunds and Travel Credits: Any bookings facing penalties or uncovered situations under regular booking terms and conditions, may be eligible for protection under the special policies applicable for contingency situations, such as the current conditions for special weather, and may be entitled to benefit from penalty waivers, future stay certificates, or refunds as protection to impacted bookings. Please, consult the policies outlined in this document.

4. Support

A. Guest Assistance:

• On-site: Our team of Arteleros will be available to guide and assist you throughout the contingency at the resort 24/7.
• Contact Center: To address guest needs and concerns during special weather conditions, our Contact Center will be available during extended hours to assist before, during, and after the contingency as much as circumstances allow.

Contact Center Information:

Email: reservations@adh.com
USA: 1 (888) 5858 234
Rest of the world: +52 (998) 271 6304
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