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.

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, we offer flexible modification or cancellation until 1 pm on the day of arrival. 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?

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.

KALI HOTELES’ HANDLING OF GUEST SAFETY

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 current situation with the coronavirus, we act in accordance with the government regulations of Mexico and in accordance with the epidemiological traffic light devised by the authorities to regulate productive activities. We appreciate your understanding during this extraordinary situation.
Currently, our properties are OPEN and their maximum capacity of available rooms, as well as closures and changes in schedules in some hotel facilities and services, depend on official regulations. More information will be provided at the time of Check-In.

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

In case the competent authorities indicate so, 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.