FAQ

You Have Questions, We Have Answers

We have listed some of the most frequently asked questions about La Colección below. If you have any additional questions or require assistance regarding an upcoming stay at one of our resorts in Mexico or the Dominican Republic, please do not hesitate to contact us.

GENERAL INFORMATION

When making a reservation, is it safe to furnish my credit card number?
Yes, all information given out on our website travels to and is stored on our server through a safe or "encrypted" connection. This means that it may not be accessed via the Internet and that no one can intercept the information being sent.

What kind of information and services can I receive from your Live Assistance?
For La Colección website Live Assistance does not apply.

I am trying to get Live Assistance on-line without success. Am I doing something wrong?
For La Colección website Live Assistance does not apply.

How can I send a comment or complaint concerning my reservation?
You may send an e-mail to: sclientes@posadas.com. Please include the complete information on your stay (hotel, lodging dates, confirmation number, etc.), in addition to your contact information if necessary. Our Customer Service response time is about 10 business days. During this time, a representative will contact you to follow up on your comments. If you wish to confirm the status of your request, you may dial (1 800) 343 7821 or (01 443) 310 8137 directly from Mexico.

How can I send a comment or complaint concerning the functioning of this website?
Please send your comments on the functioning of this website to the Website Manager at webmaster@posadas.com

Can I book with my Vacation Club Certificate on-line?
For the time being, Vacation Club Certificates can be only used through our Call Center. Please call toll free number (1 800) 343 7821 from the U.S.A., Canada and the rest of the world or (01 443) 310 8137 to Mexico City.

If I book through an intermediary, can the hotel give me my bill?
No, Posadas should bill the intermediary. We suggest you ask for your bill directly where you made your reservation.

Can I book groups on-line?
To send a Request for Proposal refer to the Groups and Meetings section.

MAKING A RESERVATION

I am trying to make a reservation, and a message pops up saying that the number of people cannot be accommodated in any of the available rooms. What does this mean?
A maximum of 4 people can be accommodated in a guest room. Either 2 adults and 2 children under the age of 12, or 3 adults and a minor under 12. If our reservations system sends you this message, please add more rooms to your booking and distribute the number of people accordingly.

Is a charge made to my credit card at the time the reservation is confirmed?
No, the charge is made at the end of your stay at the hotel when you check out. At this time, you may pay your bill with the credit card number you gave us when you made the reservation, with any other credit card or with other forms of payment. We only make charges when one of the change or cancellation fees mentioned in our policies applies.

Can I pay for my room in advance?
Our hotels have bank accounts to receive deposits, in the case that you want to pay in advance. However, this service is only available in Mexico. For information on a specific account number, please call (01 443) 310 8137.

When making a reservation, I am asked for personal information. How will it be used?
The information you give us will only be used to guarantee and register your reservation, or to contact you if something unexpected comes up. If you choose to receive our newsletter, we will use your information to periodically e-mail you our promotions and/or articles of interest. Should you wish to do so, you may ask us to stop receiving this newsletter at any time.

I have finished processing my reservation. What should I do now?
Once your reservation number is displayed on your screen and e-mailed to you, you may rest assured that your reservation has been registered in our system. Please keep your reservation information for your record.

Will I receive a confirmation of my reservation?
Once your confirmation is displayed on your screen, you will receive a confirmation at the e-mail address that you registered during the process in 5 minutes or less. It will include cancellation policies.

BEST RATE GUARANTEE
We guarantee that the Posadas websites will always have the best available public rates and we commit to matching any lower rates should a client find one on any other reservation channel.
Brands to which our Best Rate Guarantee applies: Grand Fiesta Americana, Fiesta Americana, Fiesta Inn, One, Gamma, Live Aqua, La Colección & Explorean.
Websites to which our Best Rate Guaranteed applies: grandfiestamericana.com, Fiestamericana.com, Fiestainn.com, Onehoteles.com, Gammahoteles.com, Liveaqua.com, Explorean.com and lacoleccionresorts.com

Terms and conditions:
We guarantee our rates. If within 24 hours of reserving with us you find on another website belonging to a different .mx online travel agency a lower rate for the same trip you reserved, we offer to match the total price of your reservation.
The Best Rate Guarantee is applied on other channel’s published rate per available room as long as the confirmed hotel reservation has the same specifications: type room, hotel, dates of stay, number of guests, currency and reservation policy.

How do I request the Best Rate Guarantee?
You must make the request within 24 hours of making your reservation and at least 48 hours before your scheduled arrival. The reservation must be valid and already confirmed through one of the Grupo Posadas websites.
You must provide the URL of the site featuring the lower rate, which must be valid when we confirm that the rate and conditions of your trip are the same.
Requests for the Best Rate Guarantee can only be made through the following form.
Clients must fill in and send all the mandatory details and will receive acknowledgement of receipt to the email address provided on the form.
Then, a Service or Sales consultant shall validate the compared rate and grant the Guarantee if necessary.

It does not apply to claims made over 24 hours after making the reservation.
It does not apply if the rate to be compared is no longer valid.
It does not apply if the source of the lower rate presented is not clear. We must be able to corroborate the lower rate’s existenc, validity and conditions.
It does not apply to reservations whose guarantee of payment has been rejected.
It does not apply to new promotions advertised on our sites.
It is not valid if the client has already used one of the services on the reservation.

Negotiated Rates.
Any rate requiring clients to be a member of a related club or program or other organization where certain rates are applicable for a specific group of people.
Offers made on a private basis by printed or electronic means such as e-mail or newsletters.

CHANGING YOUR RESERVATION
We guarantee that the Posadas websites will always have the best available public rates and we commit to matching any lower rates should a client find one on any other reservation channel.
Brands to which our Best Rate Guarantee applies: Grand Fiesta Americana, Fiesta Americana, Fiesta Inn, One, Gamma, Live Aqua, La Colección & Explorean.
Websites to which our Best Rate Guaranteed applies: grandfiestamericana.com, Fiestamericana.com, Fiestainn.com, Onehoteles.com, Gammahoteles.com, Liveaqua.com, Explorean.com and lacoleccionresorts.com

Terms and conditions:
We guarantee our rates. If within 24 hours of reserving with us you find on another website belonging to a different .mx online travel agency a lower rate for the same trip you reserved, we offer to match the total price of your reservation.
The Best Rate Guarantee is applied on other channel’s published rate per available room as long as the confirmed hotel reservation has the same specifications: type room, hotel, dates of stay, number of guests, currency and reservation policy.

How do I request the Best Rate Guaranteed?
You must make the request within 24 hours of making your reservation and at least 48 hours before your scheduled arrival. The reservation must be valid and already confirmed through one of the Grupo Posadas websites.
You must provide the URL of the site featuring the lower rate, which must be valid when we confirm that the rate and conditions of your trip are the same.
Requests for the Best Rate Guarantee can only be made through the following form.
Clients must fill in and send all the mandatory details and will receive acknowledgement of receipt to the email address provided on the form.
Then, a Service or Sales consultant shall validate the compared rate and grant the Guarantee if necessary.

When does the Best Rate Guaranteed not apply?
It does not apply to claims made over 24 hours after making the reservation.
It does not apply if the rate to be compared is no longer valid.
It does not apply if the source of the lower rate presented is not clear. We must be able to corroborate the lower rate’s existenc, validity and conditions.
It does not apply to reservations whose guarantee of payment has been rejected.
It does not apply to new promotions advertised on our sites.
It is not valid if the client has already used one of the services on the reservation.

When searching for a hotel, I get two or three different results. How can I know what the better option is?
All our hotels follow our service standards, making all of them a good choice. Your best option will depend on your specific needs. When choosing a hotel on our website, you will find all related information.

Do all the hotels have Internet access?
Yes, they do. All of our hotels have in-room Internet access. We also have equipped business centers with Internet access, with the exception of Fiesta Americana Puerto Vallarta and The Explorean. You can get more information about this and other services when searching our properties on our websties.

Where can I find the phone and fax number of a hotel?
For your convenience, all required information is shown on our web page. However, should you have any other questions, one of our representatives will be glad to help you through our Call Center.

How many people may be accommodated in a room?
The maximum capacity of a room is 4 people, either 2 adults and 2 children under the age of 12 or 3 adults and one minor under 12.

What is the maximum number of rooms I can book?
You can book 2 rooms maximum. If you want to book 3 or more rooms please send a Request for Proposal through our Groups and Meetings section. To offer you personalized assistance, please dial our Call Center for free at (01 443) 310 8137, selecting Option 1 of the menu.

If one of the minors is an infant (less than 3 years old), can 2 adults and 3 minors under the age of 12 stay in the room?
Yes, at a triple room rate (with the exception of our adults-only resorts). We would like to remind you, however, that the room only has two full size beds, in the case of the Double Superior and Double Deluxe rooms. If the minor is as old as 3, he/she is no longer considered an infant. For your own comfort, we recommend adding another room to your reservation.

Do you have activities for children in your hotels?
Many of our hotels offer a program called Fiesta Kids Club for children between the ages of 4 and 12. This program is available all year round at beach hotels, and only on weekends at city hotels. At some hotels, we even have a Fiesta Teens Club.

Do you have laundry service?
Yes, all our hotels have excellent laundry and ironing services.
When staying at your hotels, may I take my pet with me?
Owing to our hygiene and security policies, pets are not allowed in our hotels.

At what time can I check in?
You will be able to check in after 3 p.m. or according to our hotels’ availability.

If I have an event at or near the hotel, can I check in before 3 p.m.?
When you arrive at our hotel, we will check availability. If there are available rooms, you may check in. Otherwise, we can take care of your luggage until your check in.

If I arrive in the early morning, is there anyone to assist me?
For your convenience, the Reception Desk is open 24 hours a day.

FIESTA REWARDS

How can I sign up for your Fiesta Rewards Program?
On our website's Home Page, click the Fiesta Rewards icon or go to fiestarewards.com where you will find the registration information. Or, if you prefer, you may also dial (1 800) 504 5000 where one of our representatives will help you to sign up.

Can I use my Fiesta Rewards points online?
At fiestarewards.com, you will find complete information on our rewards program and how to use your points.

Do I get a better rate if I am a Fiesta Rewards member?
The benefits of our program focus on accumulating points and always receiving better treatment. The rate given to Fiesta Rewards members is always the best available rate (BAR).