Terms & Conditions

Art. 1.1.By making a reservation with Hotel Ensueños, you accept the terms and conditions set forth herein.

Art. 1.2.These terms apply to all guests, without exception.

Art. 2.1.Bookings are subject to availability. To confirm the reservation, a deposit of 30% is required for stays of up to 2 nights, or the amount of the first night for stays longer than 2 nights.

Art. 2.2.The hotel reserves the right to modify or cancel reservations for unforeseen reasons; in such case, the client will be notified in due course.

Art. 2.3.Bookings must be guaranteed with a partial payment and are subject to the applicable cancellation policies. Violations of these policies may result in the loss of the deposit.

Art. 2.4.Guests are requested to use furniture, facilities and equipment responsibly. In case of observed damage or misuse, an additional charge will be applied according to the replacement or repair price list.

Art. 2.5.Meeting and conference spaces have restrictions on consuming food and beverages, except when prior approval is granted by Management. Only water consumption is allowed in such areas.

Art. 3.1.Check-in is from 14:00 and check-out before 12:00. Late check-outs are subject to availability and an additional charge of 50% of the daily rate.

Art. 3.2.The hotel offers a free luggage storage service for a maximum of 12 hours, subject to availability and prior notice at reception.

Art. 3.3.If a guest is absent without prior notice for more than 24 hours, the hotel reserves the right to terminate the lodging contract and release the room for other guests.

Art. 4.1.Cancellations made with more than 24 hours in advance of check-in will receive a full refund.

Art. 4.2.Cancellations made with less than 24 hours in advance will be subject to a charge of 50% corresponding to the first night of the reservation.

Art. 4.3.Refunds apply in full for payments by bank transfer or cash, in accordance with Articles 11 and 12. If payment was made via payment link or credit card, the corresponding additional service commission percentage will be deducted from the refund amount.

Art. 4.4.In case of no-show at the hotel or failure to notify or justify a late arrival, no refund will be issued.

Art. 5.1.Smoking is strictly prohibited inside hotel rooms and common areas, in compliance with national regulations. In case of violation, a charge of $35 USD will be applied to cover cleaning and deodorizing costs.

Art. 5.2.It is not permitted to bring weapons, illegal substances, flammable or dangerous materials into the hotel. Any guest found in possession of these items will be reported to the authorities, and the lodging contract will be terminated immediately and any payments made will be forfeited.

Art. 5.3.For the sake of good coexistence, guests are asked to avoid disturbing noises, especially during nighttime. Guests must behave appropriately, respecting the tranquility of the environment and other guests. If this policy is violated 3 times, the hotel reserves the right to expel the disturbing guests with the assistance of the competent authorities.

Art. 6.1.Guests are responsible for taking care of and respecting the hotel facilities. Any damage or loss will be charged to the guest account.

Art. 7.1.Only small and medium-sized dogs are allowed, with a maximum of 1 pet per room and a weight not exceeding 10 kg.

Art. 7.2.Guests must notify in advance if they will be bringing a pet and must sign an additional liability form.

Art. 7.3.During their stay, pets must always be under supervision and on a leash in common areas.

Art. 7.4.Guests are responsible for collecting and properly disposing of their pet waste. If necessary, an additional charge of $35 USD for deep cleaning will be applied.

Art. 7.5.Any damage caused by the pet to the facilities or third parties will be the exclusive responsibility of the guest.

Art. 7.6.Pets must have their vaccination record up to date, which may be requested at check-in.

Art. 7.7.Sick pets or those with aggressive or hostile behavior are not admitted.

Art. 7.8.If a pet causes significant disturbance to other guests (excessive noise, aggressive behavior, etc.), the hotel reserves the right to request its removal.

Art. 8.1.Smoking is not permitted in non-designated areas.

Art. 9.1.The hotel is not liable for loss, damage or theft of personal items not deposited in the safe.

Art. 9.2.In case of emergencies, established protocols will be followed.

Art. 10.1.The hotel is not liable for loss of money, jewelry or other valuables that have not been deposited in the reception safe.

Art. 10.2.Guests will be responsible for any accidental or intentional damage caused to the hotel property. Repair or replacement charges will be calculated based on a price list available at reception.

Art. 12.1.Items forgotten by guests in the rooms will be kept for a period of 30 days. After this time without being claimed, the hotel reserves the right to dispose of them as it sees fit.

Art. 13.1.Guests' personal data will be processed in accordance with applicable data protection regulations. For more information, consult Ecuador's privacy policies.

Art. 14.1.The hotel has smoke detectors, emergency lights and fire extinguishers in strategic areas for guest safety. In case of emergency, guests should follow the instructions of trained staff, who are prepared with evacuation protocols.

Art. 14.2.Emergency exits are clearly marked on each floor and must be used exclusively in emergency situations.

Art. 15.1.Guests may leave comments, suggestions or complaints on the forms available at reception. Management will review each submission to improve service or resolve any issues that may arise during the stay.

Art. 16.1.Hotel Ensueños reserves the right to modify these terms and conditions at any time. Modifications will take effect upon publication on this page. We recommend reviewing this section periodically.

Art. 17.1.These terms are governed by the laws of the Republic of Ecuador. Any dispute shall be submitted to the competent courts of the city of Cuenca.