Whatsapp Policy · EXTENDED SUITES

Terms and Conditions

Reservations via WhatsApp with Openpay payment line


WhatsApp information notice from EXTENDED SUITES

Extended Suites, committed to the implementation of technologies to make hotel reservations easier, has implemented the reservation tool through WhatsApp and with a secure payment line through Openpay.

The application of this tool is effective from February 26, 2025.


How to make a reservation via WhatsApp

The customer contacts Extended Suites via WhatsApp, where they will be assisted by an Executive.

The Executive will request information to make the reservation that the customer requires.

The information to be requested is:

  • Location of the stay
  • Full name of the person (the person making the reservation must be the same person providing the promotional card information, as well as the person who will be staying).
  • Reservation dates
  • Require invoice
  • Information to generate invoice (current tax situation, contact email)
  • Type of card for payment (Debit and/or Credit). In the case of a credit card, to take advantage of interest-free installments, it must be a VISA or MASTERCARD from any banking institution.

Once this information is provided, the reservation is made and a payment line will be generated which is supported by Openpay (check the use and conditions of Openpay through their official website).

In case of cancellations, modifications, no-shows, and/or refunds, please review the following points in this document.

Valid Promotion

Applicable for reservations at any of the locations where Extended Suites is present. For credit card reservations (VISA or MASTERCARD) with Interest-Free Installments, it applies to reservations with a minimum amount of $3,000 MXN.


Applicable Cards

For payments for reservations through the Openpay line, it applies to debit cards & credit cards (VISA & MASTERCARD) from any banking institution.

For the Interest-Free Installments promotion, it only applies to Credit Cards VISA & MASTERCARD from any banking institution. Monthly payment plans are only available for purchases made within the country and must be paid in Mexican pesos.


Pricing Policy

The published price is in the national currency (Mexican pesos) and is only valid for this promotion, and for Mexico. The prices of products and services may vary in relation to those of branches, as well as promotions and availability.

We recommend always checking the purchase conditions before placing your order, in order to verify the terms and restrictions that may apply (minimum purchase amount, number of available rooms, etc.).

All product prices include VAT and any other taxes that may apply. This amount will be indicated to you before placing your order, so you can accept it.


Confirmed Reservations

Once the customer makes their reservation via WhatsApp, and this is confirmed by the sales executive, a reservation confirmation link will be issued, which the customer will have up to 48 hours to make the corresponding payment.

If the corresponding payment is not made within that 48-hour period, the payment link is canceled, and the reservation process must be repeated.


Reservation Modification

Any reservation can be modified with a minimum of 24 hours' notice before your arrival (check-in), which must be done via WhatsApp or email.

If the customer wishes to modify their reservation on-site or outside the established timeframe, they will be penalized with the charge of one night per reserved room.

Requirements for Modifying the Reservation

The following information must be provided:

  • Reservation number
  • Location
  • Name of the person the reservation is under
  • Date

With this information, the account executive will confirm the reservation modification and inform the customer within a maximum of 8 hours.


Rates

Flexible Rate: It is a flexible rate that allows for cancellation or modification, and is paid directly at the hotel. It must be generated a maximum of 24 hours before your check-in.

Reservation Guarantee: The first night will be charged 24 hours before your check-in to guarantee the reservation. If modifying your reservation generates additional charges, these will be collected directly at the property.

If the guest does not arrive at the establishment on the first night of their reservation, the No Show policy will be applied. (Charging the first night of the reservation as a penalty)

Changes or cancellations resulting in refunds or returns must be deposited within a maximum of 15 calendar days from the receipt of the refund request form correctly to Extended Suites central offices. (See Refund Policy).

To process the return or refund of your reservation, you must request it directly to the email soporteweb@extendedsuites.com.mx or directly at the establishment. To use the credit balance, you have 30 calendar days from the day the transaction was made.

In the case of the Cancun property, the breakdown of your reservation will not include the Environmental Sanitation tax imposed by the State of Quintana Roo, which must be paid directly at the check-in establishment

Payment Methods: Cash, Credit Card, and Debit Card

No Show

If you do not show up on the first night of your reservation, the first night of each reserved room will be charged.

Requirements for Cancellations

You must request via WhatsApp providing the following information:

  • Reservation number
  • Location
  • Name of the person the reservation is under
  • Date
  • Clear and precise description of the reason for the cancellation

Refunds

If the end user is dissatisfied with the service provided and wishes to receive a refund for their stay, they must meet the refund requirements and request it through the same platform.

The refund will be made in the same form of payment that was used. Refunds made to credit cards are exclusively for purchases made with that same card. Processing times depend on each banking institution.

Requirements for Refunds

To request a refund of your reservation payment, the end user must:

  • Requested by the same person who made the reservation
  • The same person who made the payment with the promotional card.
  • A charge will be made for one night per reserved room
  • Provide the cover page of the statement of the bank card used (showing INTERBANK CLABE, as well as the name of the person who made the reservation and payment)
  • ID (valid) of the person who made the reservation and payment
  • If the refund is requested by a different person than the one who made the reservation and payment, a letter of authorization justifying why the person who made the reservation and payment is not the same as the one requesting the refund must be provided.
  • Once the requirements are met, the processing time for the refund is up to 7 business days.

Non-Refundable Rate: It is a rate where the total reservation amount is charged and cancellations, modifications, or refundable returns do not apply, and it can only be modified within 24 HRS from the generated reservation.

If the guest does not arrive on the reservation date, the No Show policy will be applied.

* Any changes made during the 24 hours from the reservation generation must be made through the following means, email soporteweb@extendedsuites.com.mc and directly through WhatsApp +525617547746 from Monday to Thursday from 10:00 to 18:00 hrs. Friday to Saturday from 9:00 hrs. to 17:00 hrs.


Billing

If the end user requires an invoice for their stay, it must be requested through the platform.

The invoice will be issued once the end user's stay is concluded.

Requirements to issue the invoice

To issue the invoice for the reservation payment, the end user must:

  • Provide reservation details (reservation number, date, and name of the person the reservation is under)
  • Details of their current fiscal situation certificate.
  • Contact email

Customer Information

All information provided by customers will be confidential and subject to the Privacy Notice published on the Extended Suites website https://www.extendedsuites.com.mx in the Privacy Policy section.

Modifications to the privacy notice

This privacy notice may be modified from time to time by Extended Stays, and these modifications can be consulted through the following means:

  • Our website www.extendedsuites.com.mx (Privacy Policy)
  • Notices posted in our Extended Stays facilities
  • Any other oral, printed, or electronic communication means that Extended Stays determines for that purpose.

Contact Information and Clarifications

Queries or comments about the services or these Conditions can be directed to the company via email at soporteweb@extendedsuites.com.mx

Customer Service Hours Monday to Thursday from 10:00 to 19:00 hours, Friday and Saturday from 9:00 to 17:00 hours

Modifications and Notifications to Services

Extended Suites reserves the right to make modifications to these terms and conditions of use of Extended Suites services


Applicable Law and Jurisdiction

These Conditions and the use of the Services will be governed and interpreted in accordance with the laws of Mexico City, without the need to resort to a conflict of legal provisions.


What is Openpay?

Openpay is a platform for accessible, secure, and innovative payment processing. Small, medium, and large companies use the Openpay platform, technology, and security to, through a single integration, accept payments with credit cards, cash, bank transfers, etc. on their websites or apps, and new payment methods are constantly being developed to provide greater benefits to merchants and customers.

They have the largest cash payment processing network in Mexico, Paynet, consisting of more than 30,000 traditional payment points and automated terminals connected in real time, which is constantly expanding.

The corporate and financial strength of being part of the BBVA Group ensures the transactional integrity of merchants with unique processes such as 3D Secure, SafeKey, and ISO 27001 certification. The financial environment is part of our DNA.

Openpay was born and thrives with a customer-centered vision (Merchant Centric), being pioneers in e-commerce in Mexico and Latin America, focusing on transforming impossibilities into accessibility.

Terms and Conditions of Use of the Payment Service via Openpay & WhatsApp

Please read these service terms and conditions carefully. By accessing or using the service, you agree to respect the conditions described here and all terms incorporated by reference. If you do not agree to these conditions, do not use the services.

These Service Terms and Conditions (“Conditions”) apply to access and use of the Openpay & WhatsApp application. The tertiary service reserves the right to change or modify the terms and conditions contained in these Conditions or in any policy or guideline of the Services, at any time and at its sole discretion. Notice will be provided by posting the revised terms to the Services and changing the “last revised” date at the top of the Conditions or by other means of notification that the company will determine at its discretion. Using a particular form of notification in some cases does not obligate us to use the same form in other cases. Any change or modification will be effective immediately after the publication of the revisions to the Services, and you waive any right you may have to receive specific notice of such changes or modifications. Your use of this service confirms your acceptance of such changes or modifications, so you should frequently review the applicable terms and policies to understand the conditions that apply to your use of the services. Please review the Privacy Policy conditions of the tertiary service located on their website. If you do not accept the modified conditions, you must stop using the Services.

Compulsory, Consent, and Acceptance of these Terms and Conditions of Use

By accepting the use of the Openpay & WhatsApp application, you accept the content of these Terms and Conditions of Use, and other related Policies. Lack of knowledge of the content of this document and the Policies does not exempt you from any liability; We recommend that you carefully read the content of the Terms and Conditions of Use because by entering, accessing, browsing, using, or registering as a User or Customer, all obligations contained herein will apply to you.


Platform Usage Requirements

The Services can only be contracted and used by adults, and the contracting and use of services by minors is strictly prohibited. By accessing and registering on the site, you acknowledge your desire to acquire the Services, complying at all times with the legal provisions, policies, operating guidelines, and terms established here.


Identity Verification

At Extended Suites, we do not investigate or verify the reputation, conduct, morals, criminal, commercial, credit, or any information that a customer may present through the Services. Extended Suites does not make any representations or warranties of any kind regarding any registered user using the Services.


General

These Terms and Conditions of Use establish the terms and conditions (hereinafter “conditions”) for the use of the electronic payment acceptance service through Openpay. By using the Service, you accept the Policies that govern it, including third-party policies; Additionally, you assume all the risks involved in operating and carrying out activities on the Internet. In addition to the stipulated, the Services include the reception and processing of the authorization request for payment, made by Customers regarding products and services offered by the mobile application.