Terms & Conditions

The following Terms and Conditions apply to all bookings made at this Hotel.

We kindly ask that you take a moment to read them prior to making a Booking.

In these Terms and Conditions the following definitions apply:

1. Definitions

“Company” or “we” means The Hostal Balcones Muralla whose registered office is at Aguacate street #482 e/ Muralla and Teniente Rey Old Havana Cuba.

“Booking” means the booking for accommodation, functions and/or any other services or items made with us. “Contract” means the Booking and these Terms, and any other terms and conditions stated to apply to the Booking. “Terms” means these terms and conditions.

1. Bookings

All Bookings at the Hotel are subject to these Terms and Conditions. At the time of booking or at check-in, We shall also have the right to require full payment in advance or a deposit at the time of booking.. No Booking shall be treated as confirmed until the details and/or payment/deposit described in this paragraph have been provided. If the hotel account is being paid by a third party credit or charge card, we will require the third party to sign an authority, which will permit us to charge your account to the credit or charge card, prior to you checking-in at the hotel.

2. Charges

The prices displayed on the websites are an average per night per room until a rate is selected. Any meals, service or VAT (at the prevailing rate) are included only if specified. A minimum length of stay, deposit, cancellation charge and other conditions may apply.. Price lists for room rates, additional items, such as restaurant meals and room service, are on display at relevant locations within the Hotel and are available on request from reception.

4. Check-in/ Check-out Time

In the interests of security and to prevent fraud, at the time of check-in, guests may be required to confirm their identity by providing their booking reference and their passport/identity card/driving licence. . These records will be kept for at least 12 months and may be disclosed or made available for inspection by any police officer or as otherwise required by applicable law in connection with the prevention or investigation of crime. The information above may be requested for each member of your party over the age of 16 and we reserve the right to refuse entry to persons who cannot provide the information set out above. Unless otherwise stated on the booking confirmation, Guests may check-in at any time from 2.00 p.m. on the scheduled day of arrival. All rooms that have been secured by credit/debit card or prepaid at the time of booking will he held until the scheduled day of arrival unless otherwise agreed directly with the Hotel. On the day of departure we kindly ask all guests to vacate their rooms by 11:00 a.m. (unless a later departure is stated as part of your Booking). Late check-out after this time can be requested subject to availability and will be charged at an hourly rate at the discretion of the Hotel. Rooms are subject to maximum occupancy rules set by the Hotel. If you would like further details please contact the Company.

5. Payment

We accept the following methods of payment: credit cards: American Express, MasterCard/Diners International, Diners Club, JCB International Credit Card, Visa; debit cards – Visa/Delta and Visa/Electron, Pay pal all and only online payments . For advance purchase rates the card you booked with must be presented on arrival, along with the appropriate ID. At the time of check-in we will authorize the accommodation charges (room rate) and anticipated incidentals for the duration of your stay against your credit/debit card. We may also choose to accept a deposit in place of payment card authorization by another valid form of payment, including cash. During your stay the Hotel’s system will calculate the incidentals charged to your room on a daily basis. If the cost of those incidentals exceed the authorization taken on check-in, further authorization will automatically be requested and if such authorization is not available, we may request another method of settlement or a deposit to be provided, failing which we reserve the right to restrict access to your room. All outstanding charges must be paid for in full on check-out from the Hotel. If the outstanding charges do not exceed the authorization taken on check-in, the authorization for the amount not utilized will be released, however, we cannot control how long it takes for your bank to effect such release. If staying for multiple nights at the Hotel we may require you to make payment for any outstanding charges on a more frequent basis during your stay.

6. Cancellation Policy and No Shows

The cancellation policy of the Hotel is that in the normal course of business bookings are cancellable without charge up to 2.00 p.m. local time on the day before the day of arrival. Cancellation and non-arrival charges apply after the relevant time and will be charged to the credit/debit card supplied at the time of booking. We reserve the right to charge for one night’s accommodation per room booked if the above cancellation requirements are not met. If the booking is for the provision of multiple rooms, block booking of rooms for an extended period and/or additional services are to be provided by the Hotel to meet specific needs of our guests then the cancellation policy will be discussed and agreed with our representative of the Hotel at the time of the initial booking.

7. Changes or Cancellation by the Company

Very occasionally we may need to cancel your Booking. In such circumstances you will be given a full refund but we shall have no further liability to you arising out of such cancellation. We will, however, use reasonable endeavors to try and re-locate any confirmed Booking cancelled by us to an alternative location similar in standard to the Hotel.

8. Damage

We reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your room or the Hotel during your stay (including without limitation specialist cleaning) or for any items that are missing when you leave.

9. Accessibility

Dependent on your individual needs a selection of specifically designed rooms is provided at each of our hotels. Please contact to discuss specific individual requirements and the availability of appropriate accommodation, and we will do our best to accommodate your needs.

10. Lost Property

Guests must report any loss of or damage to their property immediately on discovery to the Hotel’s Reception or other appropriate staff members, and shall make themselves available to assist with any reports made by the hotel to the police.

11. Parking

The Hostal Balcones Muralla does not have its own car park. Parking is available in the area, there may be a charge and/or limited spaces available and space may not be available for the duration of your stay. Terms and conditions may also apply to car park use. Please contact the Hotel directly for more information. Cars and their contents are left at the owner’s/customer’s own risk. We do not accept responsibility for loss or damage (save as may not be excluded or restricted by applicable law).

12. Guest Behavior

Guests are requested to conduct themselves appropriately at all times and to comply with Company procedures and/or requests with regard to conduct and respect for the property of the Hotel, its employees and guests and their health and safety. Guests are requested not to disrupt the comfort and enjoyment of other guests, the smooth running of the Hotel, or cause offence to other guests or our members of staff. The Hotel reserves the right to refuse a guest entry and accommodation if, on arrival, management reasonably considers that the guest is under the influence of drink or drugs, is unsuitably dressed or is behaving in a threatening, abusive or otherwise unacceptable manner. In addition, we reserve the right to refuse accommodation or services or remove you and members of your party from the Hotel if, in our reasonable opinion, we consider this provision to have been breached. Where this is the case we shall have no obligation to refund you for lost accommodation, other services or any other loss or expense incurred. Guests shall not enter areas of the hotel which are indicated as being closed to the public. The Hotel shall not be responsible for death, personal injury or loss or damage to property suffered by a guest in such areas. The Hotel shall not be liable to a guest for any loss or damage to property caused by the misconduct or negligence of a guest or an act of god, or where the guest remains in exclusive charge of the property concerned.

13. Children

All children (a person under 16 years of age) staying at the Hotel must be accompanied by an adult and must be supervised by an adult at all times. Extra beds are available in certain, however, these are limited and subject to availability. Additional charges may apply. Please check at the time of booking.

14. Pets

Pets are  not allowed at the Hotel.

15. Personal Information

All personal information stored and used by us is done so in accordance with our Privacy Policy and Cookie Policy, which are available on request or on our website

16. Force Majeure

The Company accepts no liability and will not pay any compensation where the performance of its obligations is prevented or affected directly or indirectly by or as a result of force majeure or any circumstances beyond its reasonable control including, but not limited to, flood, earthquake, extreme adverse weather conditions, natural disasters, other acts of God, acts of terrorism, fire or failure of electric power, gas, water, or other utility service, plant machinery, computers, vehicles or any collapse of building structures.

17. Limitation of Liability

The Company will not be responsible for the loss or damage of any property left in the Hotel . The Company will not be liable for any indirect, consequential or pure economic loss or any loss of profit, goodwill or opportunity (whether caused by the negligence of the Company, its employees, contractor or agents or otherwise). The Company’s total liability shall not exceed the value of the charges received by it under the Contract. Nothing contained in the Contract or in any other document referred to or incorporated in it shall be read or construed as excluding any liability for death or personal injury caused by the Company’s negligence or liability for fraud or fraudulent misrepresentation.

18. Web Site Information

While all reasonable efforts have been taken to ensure the accuracy of information on the Websites, the Company does not accept responsibility for errors or omissions and reserve the right to amend, cancel or vary any of the arrangements featured on the Websites without notice. Please note that in certain circumstances, generic photographic images have been used to represent the general style of a particular product or hotel.

Thank you and please do not hesitate to get in touch if you have any queries at all.