1. Guest Responsibility
Guests are responsible for their personal belongings inside and outside the hotel premises. Biwa is not responsible for the loss, theft, or damage of personal belongings that are not stored in the safes provided in each room.
Guests are responsible for ensuring that doors and windows are closed when leaving the room.

2. Use of Facilities
The pool and other common areas must be used according to the hours established by the hotel.
Running, rough play, or any activity that may compromise safety in pool areas or on stairs is prohibited.
Children must always be supervised by an adult in common areas, especially in the pool and gym.

3. Health and Physical Conditions
Guests are advised to use sports or recreational facilities only if they are physically fit to do so.
Biwa is not responsible for injuries resulting from improper use of the facilities.

4. Conduct and Rules
The consumption of drugs or excessive use of alcohol within the hotel premises is prohibited.
Guests may not disturb the peace of other guests through excessive noise, unauthorized parties, or aggressive behavior.
Guests are responsible for any damage caused to the hotel’s facilities, furniture, or equipment.

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

6. Emergencies and Safety
We have emergency exits, first-aid equipment, and evacuation protocols in place. Guests are requested to familiarize themselves with these measures upon arrival at the hotel.
In the event of a medical or security emergency, hotel staff will provide immediate assistance and coordinate with the appropriate authorities.
By making a reservation at Hotel Biwa, the guest acknowledges and accepts these clauses in their entirety.

Check-In / Check-Out
Check-in: 3:00 PM | Check-out: 12:00 PM
Guests must respect the established hotel check-in and check-out times.
In the event of flight disruptions or delays in arrival, guests should contact us so that we can coordinate with our staff and avoid additional charges, if applicable.
At Biwa, you may store your luggage safely if your arrival or departure falls outside the established hours.

“Early check-in” and “late check-out” are subject to availability and prior confirmation by the reservations staff. Additional charges may apply.

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

If the guest wishes to pay by bank deposit, they must contact the reservations department to verify availability. The room will be temporarily held for 4 hours. During this period, the guest must email the deposit or transfer receipt.
Only then will the reservation be guaranteed. After 4 hours without payment confirmation, the room will automatically be released.
This payment method does not apply to same-day reservations.

Identification
For security purposes, a valid official ID must be presented at check-in. Passports and driver’s licenses are accepted.

Wi-Fi
We offer complimentary Wi-Fi throughout the hotel. In the “Business Center,” Internet service is available at an additional cost, offering greater speed and efficiency. Please check the rate with our staff.

Air Conditioning
All rooms feature an intelligent energy-saving system activated by a magnetic card provided at check-in. Guests are responsible for the proper care and use of this card. In case of loss, the replacement cost will be charged.
We are committed to protecting the environment.

Safe
Each room is equipped with a safe. We recommend storing valuables and important documents inside it.
The hotel is not responsible for losses occurring inside the room or in common areas.

Children
Children under 10 years of age stay free when sharing a room with adults and using the existing beds.
An additional charge will apply to guests over 10 years of age.

Pets
Pets are not allowed in the hotel or in any of its areas. For special circumstances or assistance, please contact our reservations staff.

Cancellation Policy
Any changes or cancellations must be made at least 72 hours prior to the arrival date, as indicated in the reservation confirmation.
During high season, changes and cancellations are not accepted. For more information, please contact us at info@biwatulum.com.
In the event of a no-show, one night’s accommodation plus taxes will be charged to the card registered as a guarantee.
Once the check-in payment has been made, no refunds will be issued under any circumstances.