Frequently Asked Questions | Puerto Vallarta Hotel

If you do not receive a confirmation e-mail after booking online, please contact Casa Doña Susana at MEX 800 327 7700, USA 1 800 648 2403 Monday to Sunday from 09:00 to 18:00.

There is no problem if you arrive before check-in time. You can store your luggage in a luggage room and enjoy the facilities at Casa Doña Susana while you wait for your room to be ready.

NO, Casa Doña Susana does not accept Credit/Debit card payment from persons other than the card holder.

You can pay for a reservation at Casa Doña Susana by cash (US Dollar and Mexican peso) and by Credit and Debit card (Visa, MasterCard, American Express)

If you made your reservation through www.casadonasusana.com or the call center, you can cancel or modify your reservation up to 7 days prior the day of arrival without penalty. Out of this period a penalty corresponding to 100% of the value of the deposit made applies. If the reservation was made through a Tour Operator or Travel Agency, please contact them so they can assist you according to their policies.

To cancel a reservation at Casa Doña Susana made through the Web or call center of the Hotel, you must access the link present in your confirmation. If is it outside the establisher cancellation period, a penalty corresponding to 100% of the value of the deposit made will be applied.

1- You have not received the confirmation email. What you can do?

2- To book a room online at Casa Doña Susana you need to have an email account.

3- If you arrive early to Casa Doña Susana

4- Late check-out information

5- If you want to pay for your reservation with someone else's Debit/Credit card

6- Payment methods does the Hotel accept

7- The cancellation policy for Casa Doña Susana

8- How can you cancel your reservation?

9- When will you receive a refund for your cancelled reservation?