Guest Responsibility
Guests are responsible for their personal belongings both inside and outside the hotel premises. Biwa is not liable for any loss, theft, or damage to personal items not deposited in the in-room safes provided.
It is the guest’s responsibility to ensure that doors and windows are properly closed when leaving the room.

2. Use of Facilities
The pool and other common areas must be used within the hours established by the hotel.
Running, rough play, or any activity that may endanger safety in pool or stair areas is prohibited.
Children must always be supervised by an adult in public areas, especially around the pool and gym.

3. Health and Physical Conditions
Guests are advised to use sports or recreational facilities only if they are in suitable physical condition.
Biwa is not responsible for injuries resulting from inappropriate use of the facilities.

4. Behavior and Rules
The consumption of drugs or excessive alcohol within the hotel premises is strictly prohibited.
Disturbing other guests with loud noise, unauthorized parties, or aggressive behavior is not allowed.
Guests will be held financially responsible for any damage caused to hotel facilities, furniture, or equipment.

5. External Activities
For activities organized by third parties (such as tours or transportation), the hotel acts only as an intermediary and assumes no responsibility for accidents, delays, or incidents beyond its control.
All guests participating in adventure activities (snorkeling, diving, water sports, etc.) must sign a liability waiver provided by the operator.

6. Emergencies and Safety
The hotel is equipped with emergency exits, first aid kits, and evacuation protocols. Guests are encouraged to familiarize themselves with these measures upon arrival.
In case of a medical or safety emergency, hotel staff will provide immediate assistance and coordinate with the appropriate authorities.
By booking at Hotel Biwa, guests acknowledge and accept these terms in full.

Check-In / Check-Out
Check-in: 15:00 | Check-out: 12:00
Guests must respect the established check-in and check-out times.
In case of flight delays or late arrivals, guests should contact the hotel to coordinate with staff and avoid additional charges, if applicable.
Biwa offers secure luggage storage for early arrivals or late departures outside normal check-in/out hours.

* “early check-in” IN “late check-out” are subject to availability and prior verification by our reservations team. Additional costs may apply.

Payment Methods
We accept cash and major credit cards (Visa, Mastercard, Diners Club), as well as U.S. dollars (variable exchange rate), Mexican pesos, and euros.

If the reservation is paid by bank deposit, guests must first contact the reservations department to confirm availability. Rooms will be held temporarily for 4 hours. During that time, proof of payment (deposit slip or transfer confirmation) must be sent by email.
Only after this confirmation will the reservation be guaranteed. After 4 hours, unpaid rooms will be released for other guests.
This payment method does not apply to same-day reservations.

Identification Requirement
For security reasons, presentation of an official ID is mandatory upon check-in. Accepted forms of identification include passports or driver’s licenses.

Wi-Fi
We offer free Wi-Fi in all hotel areas. In the Business Center, premium high-speed internet is available for an additional fee — please check with the front desk for details.

Air Conditioning
All rooms are equipped with an energy-saving smart air-conditioning system operated by a magnetic card provided at check-in. Guests are responsible for the card’s care and proper use. Lost or damaged cards must be replaced at the guest’s expense.
We are deeply committed to environmental sustainability.

Safety Box
Each room includes a safety box. Guests are strongly encouraged to store valuables and important documents inside.
The hotel is not responsible for lost items or documents inside rooms or common areas.

Children
Children under 10 years old stay free when sharing a room with adults and using existing beds.
An additional charge applies for guests over 10 years old.

Pets
Pets are not allowed in the hotel or any of its areas. For special cases or service animal requests, please contact our reservations staff.

Cancellation Policy
Any modification or cancellation must be made at least 72 hours before the arrival date, as stated in the booking confirmation.
During high season, no changes or cancellations are permitted. For more information, please contact us at info@biwatulum.com.
In case of a no-show, one night’s stay plus applicable taxes will be charged to the credit card used to guarantee the booking.
Once payment is made at check-in, no refunds will be issued under any circumstances.