COVID-19 FAQs

IMPORTANT INFORMATION: CORONA VIRUS

The safety and wellbeing of our guests is a top priority for Central Hoteles and because changes are ongoing and unforeseeable due to COVID-19, we have implemented new cancellation/modification policies to provide our guests with increased flexibility.

Quick links to questions regarding:

  • Cancellation and rebooking
  • Guest safety and routines
  • Temporarily closed hotels

CANCELLATION AND REBOOKING

Individual reservations

Can I cancel or change my reservation booked with any rate?

For reservations booked through www.centralhoteles.com or Call Center:

To all those reservations to travel until May 31, 2020, regardless of reservation channel, we offer the change of date at no cost. The modification applies to travel for the next 365 days, until May 31, 2021 (some blackouts apply). If the new price exceeds the original price, you will be notified at the time of making your reservation change. Contact our reservations department at (52) 55 5130 5138 and we will answer any questions.

We remind you that when you book directly on our site or in our call center, you can do it with confidence as you can cancel or modify without charge up to 24 hours before your arrival date.

If you booked your stay at a hotel other than through the Central Hotels website, our hotels, or our reservation center, please contact the dealer for information about your reservation.

Group Bookings:

Can I cancel or change my group reservation?

All group bookings, including for meetings and events, our sales teams is working to provide the maximum flexibility possible, in assessing case by case the need to cancel or postpone events.

GUEST SAFETY AND ROUTINES

What new cleaning routines/rules does Central Hoteles have now in relation to Covid-19?

At our hotels, hygiene and cleanliness are always prioritized. We emphasize the importance of good hand hygiene based on recommendations from local health authorities. You can get the information regarding Central Hoteles’ handling of guest safety here:

Central Hoteles’ handling of guest safety

How do we handle food at our hotels due to the Coronavirus?

We follow Mexico’s government regulations our hotel facilities, e.g instead of a breakfast buffet, you might be offered a takeaway breakfast. At our hotels, we’ve temporarily closed down facilities such as restaurants, bars, and gym.

Central Hoteles’ handling of guest safety

If I checked in at my hotel and it turns out that another guest is ill from the Coronavirus, what kind of help/support can I expect from Central Hoteles?

Our staff is trained to handle different kind of situations. You can always ask a team member at the hotel where you are staying if you have questions. In the meantime, you can get the information regarding Central Hoteles’ handling of guest safety here:

Central Hoteles’ handling of guest safety

TEMPORARILY CLOSED HOTELS

Will Central Hoteles be closing any hotels?

Due to the ongoing situation with the coronavirus, we have taken the decision to temporarily close some of our hotels, Central Hoteles, according to Mexico’s government regulations.  All guests with a booked stay during the closure, will be contacted and offered a change of dates.  We would like to apologize for the inconvenience and hope for your understanding, during this extraordinary situation. ​

How do I know if the hotel I've booked will close temporarily?

We will get in contact with all guests that have a booked stay during the closing dates at concerned hotels.

We will contact all guests who have a reserved stay during the closing dates at the hotels in question. Currently our Zócalo Central and Histórico Central hotels and our Balcón del Zócalo restaurant are temporarily closed until May 31, 2020.

 

We recommend that all travelers review guidance from the World Health Organization and follow any travel advice issued by their home countries.