House Rules
We suggest you read and observe the following rules defined by local regulations in order to ensure the best stay and coexistence for each guest. Welcome!
Casa Polanco offers lodging services, including a la carte breakfast, a maxibar with drinks and snacks according to internal standards, and afternoon.
All guests at Casa Polanco must check-in at the reception before their arrival, providing all personal information specified on the registration card and providing a payment method as a guarantee.
Additionally, Casa Polanco offers laundry services, arrangement of excursion services, and upgraded lodging services that may include additional amenities.
Access to Casa Polanco is only for guests. Guest access is subject to availability and requires prior notice to the reception.
Casa Polanco does not have parking facilities.
Laundry services are governed by the times, prices, and conditions specified on the laundry list in the closet of your room.
Cleaning service is provided daily in addition to the nightly courtesy service. Our staff will not enter your room if the guest is inside, unless requested or authorized by the guest. If you do not wish to leave the room, please inform Reception of the desired time for the cleaning service.
If a guest has the Do Not Disturb sign on the door or does not leave the room for a period of 24 hours and there is no report of activity in the room, Casa Polanco management may call, knock, and access the room to ensure the guest's health and safety.
In the event of a medical emergency when the guest is unable to communicate with hotel staff, Casa Polanco may call the medical services it deems appropriate. The resulting charges must be covered by the guest.
Pets are not allowed on the premises.
All services during your stay must be paid at the time of booking or, if indicated by Reception, before your departure from Casa Polanco.
All services provided by external providers are subject to the service, payment, and cancellation policies of each provider, and Casa Polanco has no control or responsibility over them.
In case you require medical services, please notify Reception. All medical services and medication are charged to your account or payable directly to the service provider.
Check-in time is at 3 pm and check-out time is at 12 pm on the day of the end of the room rental. Late check-out incurs an automatic charge of 50% of the agreed rate. Late check-out at no cost must be requested and confirmed by Reception in advance and is subject to availability. If it is not possible, your luggage can be stored at the hotel's reception until 11 pm. If you require storage for a longer period, it is possible as long as it is requested at Reception and additional fees apply.
Please make sure to use the safety deposit box located in your room, Casa Polanco is not responsible for any loss of valuables.
In case of forgotten items at Casa Polanco, we will keep them for up to 30 days. Shipping costs, if applicable, must be covered by the guest.
All areas inside Casa Polanco are smoke-free. Smoking is only allowed on the outdoor terrace on the ground floor.
All the artwork, decorative objects, books, pieces of furniture, and room clothing are for exclusive use in the room. If you wish to purchase any of them, please request it at the reception. In case of availability, each item has an additional charge.
Any damage caused to your room, stains on linens, mistreatment of furniture or missing items will result in a charge equivalent to the total cost of the item plus a 50% replacement fee, in addition to the cost of the room for the nights that it cannot be rented out if the damage or missing item prevents Casa Polanco from presenting the room according to our standards.
The bathrobes, sheets, pillows, and handicrafts in the room are for the exclusive use of the hotel, some of which are available for purchase at the reception.
If you lose the key to your room, please report it to Reception.
Please keep the volume low on the speaker or TV in your room. If you want to listen to music or use any device outside, please use headphones.
Casa Polanco has 24-hour staff available. The extension for the reception is 200.
The gym is available for use from 6 am to 11 pm.
The breakfast is complimentary from 7:30 am to 11 am, after that time regular charges for food apply.
Room service is available from 7:30 am to 10 pm, offering food and non-alcoholic drinks. The sale of wine and beer for guests is only allowed between 8 am and 5 pm.
If you have any appointments for massages, transfers, excursions or other services, please consider the information provided during your confirmation to avoid any penalties in case of making any changes or cancellations.
Any incident during your stay, please report it immediately to the Reception staff. We will be happy to assist you.
Casa Polanco reserves the right to request the early departure of guests who do not respect public spaces, our facilities, other guests, our staff, or the laws in force in Mexico City, without obligation to return any payment deposits received.
Casa Polanco reserves the right to call the competent authorities in case of any violation of local laws or in case of harm to our facilities, other guests, or our staff.
The resolution of cases not specified in this Regulation is under the criteria of the management of Casa Polanco.