HOTEL REGULATIONS

Reservations and Lodging

To book, please check availability calling at +502 79310600 or in our website

To confirm and guarantee your reservation, a guarantee of 100% of the total value of the stay is requested; it can be done through a payment link, bank deposit or charge to your credit or debit card with prior written authorization, filling out and returning the form that will be sent to you and attaching the photocopy or photograph of your ID and your credit/debit card on both sides. The room will be assigned to the name of the person who made the reservation and if it is for another person, you must provide the guest's information and his/her personal guarantee

If you want rooms with specific details, such as number of beds (1 or 2), wheelchair accessible, location and others, please let us know in the "additional comments" section when booking on our website or contact the hotel directly, since these are confirmed according to availability

We accept a maximum of 5 people in a room, with the following combinations: 2 adults and 3 children or 3 adults and 2 children. Please be informed that we consider child, a 11 years old or younger guest. If the number of guests exceeds the maximum capacity, we suggest reserving more than one room or accepting the additional person charge, using the beds in the room
 

Cancellations and Changes

Please review the cancellation policy of the specific rate, when confirming your reservation. We will not accept cancellations and/or modifications to the dates of entry and/or departure that have been guaranteed at the time of making your reservation online or directly with our Reservations department. If a guaranteed reservation does not check in on the confirmed date or leaves before, the full value of the stay will be charged according to the original reservation and we will not make any refund. In the extraordinary case in which a refund is authorized, for any reason, 30% of the deposit will be penalized for administrative expenses. The hotel will not be responsible for paying any banking procedures; this will be the responsibility of the guest. Please note that any refund will take a minimum of 30 business days or you can use the balance for a later reservation (Does not apply during Easter or New Year's Eve)

What is the Property Fee?

The PF or Property Fee is a charge that is added to the lodging rate and distributed in investment for sustainability in our communities
Examples:
• Reforestation, decoration and security projects
• Heritage protection and restoration projects
• Support for the community and associations such as Funpanchoy and Antigua Viva
• Gardening of the Ruta del Orgullo (road from Guatemala City to Antigua Guatemala Km 33)

Other specific projects:
• June 2023
San Sebastián inclusive park
Contribution Q50,000

• April 2024
Donation for firefighters due to the Agua Volcano fire
Contribution Q10,000

• August 2024
Restoration of the Calvario Church and the Monumental Complex of San Francisco El Grande
Contribution Q30,000

• Purchase of carbon credits with Amigos de la Naturaleza
November 2024
Contribution: USD1,250.00

Together we make a difference…
 

Guest Obligations

• Cancel your total account when you leave the hotel and return your room’s key. In case of loss, we will charge USD5 per key
• Respect the dress code in all areas
• The check-in time is from 3pm. Early check-in could be requested for an additional charge and is subject to availability
• At check-in time, it is essential to present a passport or DPI per person and open credit to cover any additional consumption or expense. Cash and most credit and/or debit cards are accepted
• On scheduled departure you must vacate the room at 11 am. If you do not do it and the hotel has availability, you are obliged to pay the price of the accommodation that corresponds to an additional day or the surcharge established for late check-out. If we do not have availability, the luggage will be removed from the room and stored in the luggage hold without any responsibility for the hotel
• Firearms are forbidden in the property
• It is strictly forbidden for guests to cause altercations, make annoying noises in rooms and/or corridors, enter musicians and in general, any act that disturbs or bothers other guests
• It is forbidden to deteriorate the furniture, decoration or goods of the hotel, giving them an improper use
• We do not allow acts that cause damage or harm to the hotel or other guests or are contrary to decorum or social behavior
• The hotel reserves the right to terminate the hosting service, when the aforementioned prohibitions are violated without the guest causing them having the right to any reduction in their hosting account or service received, also being obliged to pay or indemnify the damages or harm caused by its conduct
• To ensure the safety and well-being of your children, our reception staff will ask you to present each child's ID upon arrival
• Children must be under parental or guardian supervision at all times
• Treat our collaborators, other guests and clients with courtesy and respect
   

Hotel Obligations

• As a tourist establishment that provides lodging services on a rental basis, Porta Hotels complies with the conditions, ordinances and laws of the country 
• We reserve the right of admission
   

Guests are not allowed to

• Enter restricted areas
• Enter food and drinks that have not been prepared by our staff
• Entering the pool with objects that endanger your safety and that of other guests (for example, glass)
• Entering or using drugs
• Enter pyrotechnic items
• Entering firearms, explosive materials, flammables, narcotics or similar substances. If you have a weapon, you must report it and register it upon arrival
• Long-term stay of people inside the vehicle and/or in parking areas
• Feed the birds
• Extraction of flora and fauna species