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MAMASARA HOTELS, provider of lodging services. CLIENT: Passenger using the services of MAMASARA HOTELS (of legal age). CHECK-IN: The process of registering the client’s arrival at the hotel before entering the room. CHECK-OUT: The process of registering the client’s departure upon completion of using the hotel’s services. NO-SHOW: The failure of the passenger to arrive at the hotel on the scheduled arrival date without prior notification from the client. RESERVATION: Agreement between MamaSara and the Client to reserve the room(s) for the dates requested by the client at any hotel in the MAMASARA HOTELS chain. SERVICE CHARGE: An 8% surcharge on the consumption of services provided by MAMASARA HOTELS. GENERAL SALES TAX (IGV): A tax corresponding to 18% of the rate.

By making a reservation through the MAMASARA HOTEL website, the Client declares having been informed of and/or having access to the content of the “Frequently Asked Questions” section on our website http://www.mamasarahotel.com/, which forms part of the terms of this agreement. The Client also accepts the following terms and conditions. No agent, employee, representative, or third party has the power or capacity to modify, restrict, or expand the terms of this agreement. The stated terms and conditions apply to all hotels belonging to the MAMASARA HOTELS chain. These terms constitute a contract between you and INVERSIONES MAMASARA S.A.C., and the goods and/or services will be provided directly by INVERSIONES MAMASARA S.A.C., as applicable. The company that ultimately invoices and provides the service will depend on the hotel booked: Hotel MamaSara Cusco and Hotel MamaSara Machupicchu. Conditions for reservations via http://www.mamasarahotel.com/.

  • The rates shown in the first step of the booking process are net and do not include VAT or service charges. In the final step of the booking process, only the 8% service charge is added, applicable to all MamaSara hotels. VAT, if applicable, will always be paid at the hotel reception.
  • Rates are per night/room, not per passenger. The cost of extra beds depends on hotel availability and room type. An extra bed will be provided subject to availability.

CANCELLATION POLICIES:

  • 1 day cancellation: You can modify or cancel your reservation up to 1 day before check-in (Peruvian time) with additional charges.
  • 7-day cancellation: You can modify or cancel your reservation up to 7 days before check-in (Peruvian time) with additional charges.
  • The penalty for No-Show corresponds to the total amount of the stay.
  • All fees will be charged in US dollars (USD) and/or Peruvian soles (PEN). The purchase receipt will be issued according to the payment method.
  • The booking confirmation will be within a maximum of 24 business hours after the booking is made.
  • In the case of “prepaid” reservations made through the MamaSara website, the charge will be made immediately to the registered credit or debit card.
  • If the credit card displays the messages: “denied”, “stolen”, “insufficient funds”, “expired date”, the reservation will be cancelled without prior notice.
  • We reserve the right to cancel or modify reservations in cases where it is considered that the client has carried out fraudulent or inappropriate activity.
  • In case of error and/or duplication in the reservation made by the client, MamaSara does not assume responsibility for this fact and will apply the penalty according to the reservation policy.
  • For group bookings of more than 5 rooms, MamaSara reserves the right to apply special policies and deadlines.

CONDITIONS FOR THE CHECK-IN AND CHECK-OUT PROCESS

  • It is required to present a National Identity Document (DNI) or passport, or Foreigner’s Identity Card for all occupants of the room (including children) and visitors. If the guest wishes to bring visitors to their room, it is essential that these visitors be properly identified and registered using their identity documents. MamaSara will only allow minors to enter the hotel when accompanied by one of their parents, guardians, or legal representatives, and with their express authorization to enter the hotel (Notarized Permit).
  • The maximum number of visitors allowed per room will be 2 people.
  • People residing in Peru will be subject to the payment of 18% General Sales Tax (IGV) at the hotel reception; this applies to all types of reservations made.
  • To qualify for exemption from the General Sales Tax (IGV), it is essential to present a valid passport and the Andean Migration Card (TAM) with an entry period of no more than 60 days.
  • Peruvian guests who do not reside in Peru must prove their residence in the foreign country with the corresponding documentation.
  • Check-in and check-out times vary depending on the hotel where the reservation was made, and will be detailed in the frequently asked questions section on our website.
  • Any request for Early Check-in and/or Late Check-out is subject to an additional charge and must be requested by email to: reservas@mamasarahotel.com.pe or reservasmapi@mamasarahotel.com.pe or directly at the hotel reception (subject to availability).
  • At MamaSara Hotels, we do not allow guests accompanied by pets due to our Admission Policies.
  • In the case of guide dogs, the CONADIS certificate must be presented, proving that the dog’s company is necessary (visual, emotional, glucose measurement or other type disability). If the CONADIS certification is not available, the guest must coordinate with the hotel at least one week before arrival.

CONDITIONS FOR STAYING AT THE HOTEL

  • A hotel-airport-hotel transfer service is available for an additional fee. To arrange your transfer, please contact the reservations department at reservas@mamasarahotel.com.pe and/or reservasmapi@mamasarahotel.com.pe at least 48 hours prior to your check-in date.
  • Subject to availability at each hotel and room type, up to two (02) children (under 5 years old) are allowed to share a room with two adults at no extra charge for accommodation.
  • The included breakfast buffet per room is calculated according to the type of reservation (single room: 1 breakfast, double room: 2 breakfasts, matrimonial room: 2 breakfasts, triple room: 3 breakfasts). If children over 5 years old are staying in the room, the breakfast buffet will be charged.
  • It is not possible to put the beds in the rooms together.
  • If you wish to extend your stay, please inform the hotel reception at least 24 hours before your departure date. Extensions are subject to room availability.
  • Given the situation – force majeure or unforeseen event – ​​that MAMASARA is unable to provide accommodation for the client, it undertakes to provide a solution by offering accommodation in any of its nearest hotels, or in other nearby hotels of similar or superior category.
  • According to the General Law for the Prevention and Control of the Risks of Tobacco Consumption, Law Number 29517, smoking is prohibited in the rooms.
  • All hotels offer free WiFi in public areas and guest rooms.
  • The hotel is not responsible for lost or stolen money, jewelry, and/or other valuables left in the room. We kindly ask our guests to keep their room doors securely locked and to use the in-room safety deposit boxes or declare any valuables and leave them in safekeeping at the hotel reception.
  • All personal items left behind by our guests and found by a hotel employee will be stored according to the storage protocol by category.
  • In order to provide a comfortable stay for all our guests, we require quiet hours between 10 p.m. and 7 a.m.
  • Entry to the rooms is prohibited for anyone who is not registered at the hotel.
  • Consuming alcoholic beverages in the hotel rooms is prohibited.
  • We do not offer tours, but we can put you in touch with a local operator.
  • MamaSara is against the trafficking of archaeological pieces belonging to the Peruvian Cultural Heritage.
  • MamaSara is against the trafficking of protected species.
  • The possession and consumption of hallucinogenic drugs is prohibited within the hotel premises.
  • The exploitation and sexual abuse of minors are punishable under criminal and civil law in accordance with current legal provisions.

PROCEDURE FOR UNWELCOME CUSTOMER OR VISITOR

At MamaSara Hotels, we are committed to providing a safe and respectful environment for our employees, guests, customers, and the community. Therefore, we have established an internal process that outlines the reasons why MamaSara may declare a customer or visitor unwelcome.

REASONS FOR DETERMINING A CUSTOMER OR VISITOR AS UNWELCOME:

  • Leaving the hotel without completing the corresponding check-out, leaving outstanding charges or other debts unpaid.
  • Registering at the hotel with false information or impersonating another person.
  • Attempting to pay repeatedly with counterfeit money or with false documentation such as ID card, passport, credit or debit card.
  • Committing physical or verbal aggression, harassment, bullying or threatening any guest, collaborator, supplier or visitor, provided that the responsibility of the aggressor is proven.
  • Committing theft or robbery, in any of its forms, during your stay or visit to the hotel (including those committed against suppliers, visitors, etc.)
  • Entering the hotel with a minor and not registering him at reception (if you are not the parents of the minor, you must have a notarized letter or document that proves that you are the guardians of the minor).
  • Entering with unidentified companions, with National Identity Document, Foreigner’s Card or other official identity document issued by a competent national or foreign authority that reliably proves said information (subject to prior validation by the hotel), to the hotel rooms.
  • Not responsible for damage to hotel facilities (subject to prior validation of customer responsibility).
  • If the customer or visitor has weapons and does not present or refuses to show their “licence to carry weapons”
  • For abandonment of goods whose value is 1000 US dollars or more.
  • Engaging in fraudulent acts aimed at obtaining a benefit by deceiving hotel staff, after validating the client’s responsibility.
  • Other dangerous, harmful, high-risk behaviors, or those that violate the well-being, moral order, and good customs of clients, visitors, suppliers, and/or employees. These reasons will be evaluated by our Manager.

CONSEQUENCES OF DECLARING A CUSTOMER OR VISITOR UNWELCOME

  • Any customer or visitor declared UNWELCOME will be notified in advance via notarized letter about the decision made by MamaSara and the reason for it.
  • Unwelcome customers or visitors will not be allowed to make reservations or stay at MamaSara hotels again.
  • Should a guest or visitor deemed unwelcome enter any MamaSara hotel, hotel staff will activate the security protocol and ask the visitor to leave. If the guest or visitor refuses to leave the hotel premises, security personnel and the Peruvian National Police will be contacted.