Terms & Conditions

Who you're booking with

These terms are between you and Buen Rollo LLC, a U.S.-registered company providing accommodation services in Guatemala. We can issue official invoices for direct bookings on request. By booking a stay with us - through this website, WhatsApp, or a third-party platform - you agree to these terms.

Bookings

A reservation is only guaranteed once payment has been confirmed. Bookings made direct with us can be paid via a secure payment link, bank transfer, or cash for last-minute reservations - we'll confirm the details with you directly on WhatsApp.
The primary guest booking a stay must be at least 18 years old and will be held responsible for the conduct of everyone in their party.
During high season, we may require payment in advance of your stay to confirm the reservation and hold the calendar for you.

Check-in and check-out

Standard check-in is 3:00pm and check-out is 11:00am. Early or late check-in/out can be arranged on request, subject to availability. Valid photo identification may be required at check-in, particularly where building security registration applies.

Cancellations and refunds

If you booked through a third-party platform (Airbnb, Booking.com, etc.), that platform's cancellation policy applies.
If you booked direct with us, you'll receive a full refund for cancellations made at least 48 hours before your scheduled check-in. Cancellations made within 48 hours of check-in, and no-shows, are non-refundable.
Approved refunds are returned to your original payment method. Processing time varies by payment provider.
Bank and payment-processing fees are never refundable. Any transaction fee charged by a bank or card processor on a refund is passed on to the guest, regardless of booking method. See our full Cancellation Policy for details.

Occupancy and guest responsibilities

The number of guests staying may never exceed the maximum occupancy stated for the property at the time of booking. Guests are expected to respect the property and house rules: no parties or events, no smoking indoors, and reasonable noise levels for a residential building. Local laws and building regulations apply throughout your stay.

Damages

Guests are responsible for any damage caused to the property during their stay, beyond normal wear and tear. Additional charges may apply to cover repair or replacement costs, and will be communicated to the guest directly.

Liability

Buen Rollo LLC is not responsible for theft, personal injury, or service interruptions (power, water, internet, etc.) that are outside of our reasonable control.
Our total liability in connection with any booking shall not exceed the total amount paid by the guest for that booking.

Force majeure

Neither party is liable for a failure to perform caused by events outside their reasonable control - natural disasters, government action, civil unrest, or similar circumstances. Where a stay is affected by such an event, we'll work with you in good faith on rescheduling or a partial refund where reasonable.

Right to refuse service

We reserve the right to cancel a booking, or end a stay early, where these terms or house rules are violated.

Governing law

These terms are governed by the laws of Guatemala, where the properties are located, without prejudice to any mandatory consumer protections that apply in your own country of residence.

Dispute resolution

Any dispute arising from these terms should first be resolved through good-faith negotiation between the guest and Buen Rollo LLC. If unresolved, disputes shall be submitted to the courts of Guatemala City, Guatemala.

Changes to these terms

We may update these terms from time to time. The version in effect at the time you complete a booking is the one that applies to that stay.

Contact

Questions about these terms: WhatsApp us in English (+502 3922 9168) or Spanish (+502 5998 9468).