Frequently Asked Questions

Each room accommodates a maximum of four guests. This may include two adults and two children under 12 years old, or three adults and one child under 12. If the reservation system displays this message, please add additional rooms and distribute the number of guests accordingly. Please note that some of our hotels are Adults Only, where the maximum occupancy is three adults and the minimum age is 18.

All rooms available for booking on our website include the Best Rate Guarantee. You can be confident that the rate displayed on our site is the lowest available for your selected dates. If you find a lower rate elsewhere, we will provide a 25% discount. For more details, please review the policy at: https://www.fiestamericana.com/en/terms-conditions.

Step 1

Confirm that the rates being compared are for the same hotel, room type, dates, number of guests, currency, and have identical booking, modification, and cancellation policies. The guarantee applies only to publicly available hotel-only rates and does not apply to promotions or packages.

Step 2

You must first make a reservation through the Posadas website so the rate can be verified. Please capture images showing the lower rate found on another website. Posadas cannot be responsible for cancellation or modification policies of third-party sites.

Step 3

Send your claim to sclientes@posadas.com. Within 24 hours one of our agents will contact you to follow up.

IMPORTANT

Claims must be submitted within 24 hours of confirming your reservation on a Grupo Posadas website and at least 48 hours before the scheduled arrival date. The guarantee does not apply to reservations that have been modified or canceled.

This guarantee does not apply to “opaque” booking sites that do not reveal the hotel name until confirmation or payment, such as hotwire.com or priceline.com.

Once your confirmation number appears on your screen and is sent to your email, your reservation is successfully recorded in our system. We recommend saving the reservation information for your records.

You may make changes through the “Check Your Reservation” section according to the modification and cancellation policies that apply to your reservation.

In many cases, the website allows you to hold a room for 24 hours and complete the process later by entering your credit card details. If you do not have a credit card, you may contact our Reservations Center to request a time-limited reservation, which allows you to guarantee the booking through a bank transfer or deposit.

Guests must be of legal age to check in and register a room in their name.

The information you provide is used only to guarantee and register your reservation or to contact you if necessary. If you choose to receive our newsletter, we may also use your email to send promotions or relevant information. You may unsubscribe at any time.

Yes. The information entered on our website is transmitted and stored on secure servers using encrypted connections, making it inaccessible from the internet and protecting it from interception.

The card entered during the booking process serves as a guarantee. Payment is typically made directly at the hotel.

Due to privacy and financial protection laws, only penalty charges may be processed on the card provided as a guarantee. All other charges must be paid directly at the hotel or via deposit.

Credit cards, debit cards, cash, deposits, and bank transfers.

Some hotels may perform a temporary preauthorization. This is not a completed charge. For reservations made through our official channels, payment is typically processed directly at the hotel.

You can browse destinations by city through the “Destinations” section on the website.

When viewing a specific hotel page, the location appears below the property photo along with a map. It can also be found in the location section of the hotel page.

When viewing a specific hotel page, all relevant information including phone and fax numbers will be displayed.

Our representatives can assist with questions about the website, reservations, hotel information, and booking support.

Please check that your browser is not blocking pop-up windows. If it is, temporarily disable the pop-up blocker in your browser settings.

Click the Fiesta Rewards tab on the homepage or visit www.fiestarewards.com, to register. You may also call (01 800) 504 5000 where one of our executives will help you complete your registration.

Yes. Visit  www.fiestarewards.com to view full details of the rewards program and your available points.

Yes. On the homepage you will find a section titled “Other Sections.” Select “Corporate Agreements” to make a reservation using a negotiated rate.

Most restaurants operate on a first-come, first-served basis. Some specialty restaurants may require reservations. The concierge team at the hotel will assist with reservations upon arrival.

The package includes room accommodations, taxes, meals, beverages, room service, minibar products, and gratuities. Services not included are spa treatments, motorized activities, and premium food and beverages.

Our hotels accept guide dogs only. Proper documentation and a harness are required.

Two types of agreements are available:

Corporate Agreement: Requires a production of 200 room nights per month across at least 10 hotels. This agreement applies nationally across all properties and is managed by an account executive.

Local Agreement: Requires a production of 10 room nights per month at a specific hotel. Each hotel requires its own agreement, which is negotiated directly with the hotel’s sales department.

Invoices may be requested directly at the hotel during check-in or when settling charges. You may also send your fiscal information to sclientes@posadas.com. Requests must be made within 48 hours of the stay or consumption.

Yes, if payment was made directly at the hotel. Please send the following information to sclientes@posadas.com: .

• RFC
• Company name
• Reservation number or consumption ticket
• Date of stay or consumption
• Hotel name

Yes, invoices for penalty charges can be issued within 48 hours of the charge. Please provide:

• RFC
• Company name
• Reservation number

Since invoices are issued for completed services, they can be generated after check-out or once the consumption has occurred. To request an invoice, provide your fiscal information at the hotel or send the following details to sclientes@posadas.com:

• RFC
• Company name
• Reservation number or consumption ticket