COVID-19 FAQ

Important information: Coronavirus

The safety and wellbeing of our guests is a top priority for Kali Hoteles and because changes are ongoing and unforeseeable due to COVID-19, we have implemented new cancellation/modification policies to provide our guests with increased flexibility.

Enlaces rápidos a preguntas sobre:

  • Quick links to questions regarding:

Quick links to questions regarding:

  • Cancellation and rebooking
  • Guest safety and routines
  • Kali Hoteles’ policy in the light of COVID-19
  • Temporarily closed hotels

CANCELLATION AND REBOOKING

Individual reservations

Can I cancel or change my reservation booked with any rate?

For reservations booked through www.kalihoteles.com or Call Center:
If you have made a reservation with our best available rate or any promotion and the stay will occur before and up to May 31, 2020, we will change your reservation to a future date up and until May 31, 2021. If the new price exceeds the original price you will be informed at the moment
of making the change. Contact the hotel directly to rebook.

If you want to cancel your reservation our ordinary cancellation policy applies.

Exception: If you booked your hotel stay anywhere else than via Kali Hoteles’ website, our hotels or our central reservation, please contact the distributor for information regarding your booking.

Group Bookings:

Can I cancel or change my group reservation?

For group reservations, where a stay will occur before and up to May 31, 2020, we will change the reservation to a future date up and until May 31, 2021.
All group bookings, including for meetings and events, our sales teams is working to provide the maximum flexibility possible, in assessing case by case the need to cancel or postpone events.

GUEST SAFETY AND ROUTINES

What new cleaning routines/rules does Kali Hoteles have now in relation to Covid-19?

At our hotels, hygiene and cleanliness are always prioritized. We emphasize the importance of good hand hygiene based on recommendations from local health authorities. You can get the information regarding Kali Hoteles’ handling of guest safety here:

Kali Hoteles’ handling of guest safety

How do we handle food at our hotels due to the Coronavirus?

We follow Mexico’s government regulations our hotel facilities, e.g instead of a breakfast buffet, you might be offered a takeaway breakfast. At our hotels, we’ve temporarily closed down facilities such as restaurants, bars, and gym.

If I checked in at my hotel and it turns out that another guest is ill from the Coronavirus, what kind of help/support can I expect from Kali Hoteles?

Our staff is trained to handle different kind of situations. You can always ask a team member at the hotel where you are staying if you have questions. In the meantime, you can get the information regarding Kali Hoteles’ handling of guest safety here:

Kali Hoteles’ handling of guest safety

TEMPORARILY CLOSED HOTELS

Will Kali Hoteles be closing any hotels? ​

Due to the ongoing situation with the coronavirus, we have taken the decision to temporarily close some of our hotels, according to Mexico’s government regulations. All guests with a booked stay during the closure, will be contacted and offered a change of dates. We would like to apologize for the inconvenience and hope for your understanding, during this extraordinary situation. ​

Kali Ciudadela is currently closed until May 30 and Kali Escandón has some rooms in service for company personnel in essential activities that require lodging.

How do I know if the hotel I’ve booked will close temporarily?

We will get in contact with all guests that have a booked stay during the closing dates at concerned hotels. And rest assured, we will do everything to make sure that your upcoming stay will be good. To see if your hotel is closed you can visit the hotel page where information about temporarily closed hotels is available.

We recommend that all travelers review guidance from the World Health Organization and follow any travel advice issued by their home countries.