Cancellation Policy 

Dear Customer, you are making your reservation directly to our official website of PALACE HOTELS (Star Palace, Pacific Palace, Oceano Palace, Luna Palace) located in Mazatlan, Sinaloa, therefore, we appreciate your preference and we hope to provide you with the best possible service.

1. Once you make the total or partial payment within our platform, we are responsible for delivering a room with the characteristics and in the hotel you chose (In case of problems beyond our responsibility or major causes, regarding the availability of these rooms you chose will be relocated within our hotels in rooms of equal or higher category of those you booked), otherwise, due to problems in our availability system we will contact you to clarify any situation that may arise in a total or partial cancellation on our part.

2. On the part of the client we reserve the rights of cancellation, having the possibility of postponing your reserved days up to a maximum period of 6 months after the date of your first reservation, having a maximum period of 5 working days before the date of entry to the hotel and in any case being non-refundable, except for duplicate payments within our platform or erroneous charges.
a. In case of No Show (Failure to show up at the hotel facilities or request your check-in on the dates of your reservation). You will be subject to a penalty corresponding to the payment of your guarantee, either total or partial purchase of your stay.
b. In case of requesting a change of dates within 5 working days before the agreed date of your reservation will be penalized with the amount of guarantee of your reservation (Taking into account as a guarantee; 50% of the total amount of the reservation for high season and one night of the total amount for low season).
c. The acceptance of the requested changes are subject to availability of the hotel and the variation of prices that are present, taking into account that if there is no availability on the date of change you request, you can not be granted such change.
d. The changes can be between our four hotels (Luna Palace, Pacific Palace, Star Palace, Oceano Palace), based in Mazatlan, Sinaloa, Mexico Av. Camarón Sábalo CP 82100 and respecting the rate of each hotel.
e. In case of requesting a change of dates and exceed the rate that you previously paid by any of our payment methods; Through our website or by an endorsed advisor, you will be asked only the difference corresponding to the new period you are requesting, asking you the following data to endorse your purchase:
i.   Reservation Details:
1. Rooms
2. Persons inside the rooms
3. Full Name
4. E-mail address
5. Amount
6. Reservation Folio

3. These cancellation policies apply only to our official website official WhatsApp (669 216 1096), our official Facebook (Pacific Palace Mazatlan, Hotel Oceano Palace Mazatlan, Star Palace Beach Hotel, Luna Palace Mazatlan) and reservations made through the following numbers: 669 989 3211 and 669 989 3212.