POLICIES

Hosting Policy

  • 1. What is MTur Ordinance No. 28/2025?

    MTur Ordinance No. 28/2025 is a regulation from the Ministry of Tourism that guides the procedures for the entry, stay, and departure of guests in lodging establishments. Its objective is to guarantee transparency, comfort, and sanitary safety during the stay.

  • 2. What are the check-in and check-out times?

    Taking advantage of the discretion granted by the Ordinance, the following times were established for guest check-in and check-out at all hotels in the chain:


  •  Check-in: 14h


  •  Check-out: 12h

  • 3. Does the daily rate cover 24 hours of accommodation?

    Yes. Each day corresponds to 24 hours, counted from the previously fixed check-in time indicated above.


    Within this period, up to 3 hours may be allocated for cleaning, tidying, and preparing the accommodation unit, at no additional cost to the guest, and this does not constitute an extension of the length of stay.

  • 4. Why isn't the daily rate calculated from the guest's actual check-in time?

    Because accommodation is organized based on standardized check-in and check-out times, defined in advance, in order to allow for the scheduling of cleaning, maintenance, and the availability of accommodation units for the next guests.


    For this reason, the Ordinance assigns to accommodation establishments the duty to set the check-in time in advance, which becomes the starting point of the daily rate, regardless of the guest's actual arrival time.


    Late check-in is at the guest's discretion and does not entitle them to an extended check-out time, thus preserving operational predictability and adequate hygiene conditions.

  • 5. Can I forgo room cleaning to have more time on my stay?

    Yes. During their stay, guests can choose to forgo room cleaning and tidying services if they wish.


    However, between stays (i.e., when one guest checks out and another arrives), the hotel is required to perform a complete cleaning of the accommodation unit as an essential sanitary safety measure, ensuring adequate conditions for all guests.

  • 6. Is it possible to check in earlier or check out later?

    Early check-in (before 2 PM) or late check-out (after 12 PM) are subject to availability. If feasible, an additional charge may apply, which will always be communicated to the guest beforehand.

  • 7. How am I informed about hotel hours and services?

    Information regarding check-in and check-out times, as well as housekeeping services, is provided to guests through the hotel's communication channels, such as the booking process, informational materials, and reception desk, as applicable, with the aim of ensuring clarity and a suitable experience during their stay.

  • 8. Where can I consult the full text of the Ordinance?

    MTur Ordinance No. 28/2025 can be accessed on the official website of the Ministry of Tourism: MTur Ordinance No. 28/2025 – full text