GENERAL

Please read the following Policies, Terms and Conditions.

  • Check-in is at 3:00 p.m.
  • Check-out is at 11:00 a.m.
  • Departures after 11:00 a.m. will be subject to a one night per room charge.

DEPOSIT GUARANTEE

  • A one night's stay deposit is required at the time of booking. The remaining balance shall be paid at the hotel on the day of arrival.
  • A government-issued photo ID and a credit card or cash deposit are required upon check-in to cover additional charges incurred by the client.

PAYMENTS

  • A credit/debit card is required to set up a reservation.
  • Payments must be directed to Los Arcos Suites
  • Credit card information provided will be used confidentially for the sole purpose of processing your payment.
  • A deposit guarantee is required at the time of confirming your reservation. 
  • Payment transactions will be securely processed through the Openpay payment gateway.

CHANGES, CANCELLATIONS AND NO-SHOW POLICIES

  • Changes to a reservation is subject to room availability.
  • Reservation cancelled or modified 3 days or less prior to arrival incurs a charge of one night plus taxes and services.
  • Los Arcos Suites reserves the right to charge your credit card with a cancellation fee equal to the number of nights booked.

CANCELLATION fee is determined according to Season.

  • High Season: Cancellation December 28 to April 15, 14 days prior to arrival are subject to a fee equivalent to two nights' accommodation.
  • High Season Christmas and New Year's Eve: Cancellation December 23 to January 3, 45 days prior to arrival are subject to a fee equivalent to the full accommodation for each room booked.
  • Low Season: Cancellation April 16 to December 22, 7 days prior to arrival are subject to a charge of one night's accommodation.

NO SHOWS

  • If the client is a “NO SHOW” on the first day of the reservation the Hotel will charge for the first night and keep the room available until 12:00 noon of the following day.

HOTEL SERVICES 

  • The hotel room must be paid at the time of arrival; in case you want to extend your stay, you must inform reception (subject to availability). The reception will issue a payment receipt. If you need an invoice, please request it before leaving.
  • The room features an electronic safe for your valuables. But the hotel is not responsible for any loss of your valuables.
  • The electricity in your room is 110 to 120 volts; it is prohibited to use equipment other than this type of connection and overload the lines.
  • This hotel has civil liability insurance in compliance with the provisions of the Official Mexican Standard NOM-07-TUR-2002.
  • Damage caused by guests to the building, furniture and decorations will be billed to their account.
  • The services of the spa, medical care and childcare services are provided by a third party and will have an additional cost.
  • No pets are allowed in the rooms.
  • Scandals are prohibited on the premises of the hotel.
  • It is prohibited to hang your clothes on the doors, windows and railings of the balconies.
  • It is prohibited to have glass containers in the swimming pools.
  • It is prohibited to consume food and beverages in the areas of the pools, restaurant and bar that were not purchased in our restaurants or boutiques.
  • It is prohibited to take towels from the rooms. There is a beachfront area that provides this service from 10:00 a.m. to 6:00 p.m.
  • Please be advised that the hotel is 100% smoke-free. According to the NO SMOKING LAW, it is strictly forbidden to smoke on the premises.
  • The hotel reserves the right to refuse admission to visitors in the rooms.
  • For your safety and protection, keep the door and windows locked when leaving your room. When you are inside, identify all persons before letting them into your room.

 

Privacy Notice

Hoteles Los Arcos
 

Last Updated: June 2026

HOTELES LOS ARCOS DE OCCIDENTE, with Tax ID (RFC) HAO740111U9A, located at Olas Altas No. 380, Emiliano Zapata Neighborhood, Puerto Vallarta, Jalisco, Mexico, is responsible for the collection, use, storage, processing, and protection of the personal data obtained from guests, customers, prospects, visitors, website users, digital channel users, and individuals interested in lodging, dining, beverage services, promotions, reservations, and customer service offered by Hoteles Los Arcos, including Playa Los Arcos, Los Arcos Suites, and Casa Doña Susana.

For purposes of this Privacy Notice, "Hoteles Los Arcos" refers to all hotels, service areas, customer service channels, digital platforms, and communication media managed by HOTELES LOS ARCOS DE OCCIDENTE.

1. Personal Data We May Collect

To provide our services, we may collect the following personal information:

  • Full name
  • Telephone or mobile number
  • Email address
  • Country, city, or place of residence
  • Arrival and departure dates
  • Hotel of interest
  • Number of adults and children
  • Requested room type
  • Accommodation preferences
  • Reservation number
  • Comments, special requests, or messages submitted through our communication channels
  • Identification information required for guest registration
  • Tax information for invoicing purposes
  • Information related to payments, deposits, receipts, refunds, or billing inquiries
  • Communications conducted via telephone, WhatsApp, web chat, social media, email, or other digital channels
  • Technical information derived from the use of our websites, including IP address, browser type, operating system, pages visited, forms completed, cookies, and similar technologies
  • Images captured through video surveillance systems in common areas, entrances, reception areas, hallways, parking facilities, restaurants, or other service areas, when applicable

Hoteles Los Arcos does not routinely collect sensitive personal data. Should sensitive information become necessary due to a guest's special request, medical condition, accessibility needs, security concerns, or other specific circumstances, such information will only be used for the purpose for which it was provided and will be protected through appropriate security measures.

2. Methods Used to Collect Personal Data

Personal data may be collected directly, in person, by telephone, electronically, or through digital channels, including:

  • Official Hoteles Los Arcos websites
  • Contact forms
  • Reservation forms
  • Booking engine
  • WhatsApp
  • Facebook Messenger
  • Instagram
  • TikTok
  • Website chat
  • Email
  • Telephone calls
  • Hotel front desk
  • Reservation center
  • Customer service platforms
  • Property management systems
  • Guest satisfaction surveys
  • Promotional campaigns
  • Interactions with digital assistants or artificial intelligence agents, including Julieta AI, when used to provide information, quotations, reservation support, or customer assistance

3. Primary Purposes for Processing Personal Data

Your personal information may be used for the following purposes necessary to provide our services:

  • Responding to information requests
  • Preparing and sending quotations
  • Checking availability and rates
  • Creating, modifying, confirming, or canceling reservations
  • Processing deposits, payments, refunds, billing inquiries, or charges related to contracted services
  • Sending confirmation letters, reservation numbers, and communications related to your stay
  • Managing check-in, pre-check-in, registration, and guest services
  • Contacting you before, during, or after your stay regarding reservation-related matters
  • Responding to questions, requests, complaints, comments, or incidents
  • Providing personalized service in our hotels, restaurants, spa facilities, and other service areas
  • Providing information regarding services, schedules, policies, promotions, packages, amenities, and benefits
  • Issuing invoices and tax receipts
  • Complying with legal, tax, administrative, accounting, and contractual obligations
  • Protecting guests, visitors, employees, facilities, and assets through access controls and video surveillance systems
  • Managing commercial and service relationships with guests, customers, and prospects
  • Maintaining internal records related to reservations, operations, customer service, and compliance requirements

4. Secondary Purposes

In addition to the purposes described above, we may use your personal information for the following purposes that are not strictly necessary for providing services but help us improve your experience:

  • Sending promotions, discounts, packages, benefits, and marketing campaigns
  • Invitations to events, special seasons, or loyalty programs
  • Newsletters and informational communications
  • Guest satisfaction surveys and service evaluations
  • Follow-up communications after quotations, visits, or stays
  • Personalized advertising related to accommodations, dining, spa services, restaurants, and tourism experiences
  • Statistical analysis, service improvement, quality measurement, and business development strategies

If you do not wish your personal data to be used for these secondary purposes, you may request removal by emailing:

hoteles@playalosarcos.com

Subject line:
"Unsubscribe from Promotional Communications"

Refusing the use of your personal data for these secondary purposes will not affect the services you request or contract with Hoteles Los Arcos.

5. Use of Artificial Intelligence and Automated Channels

Hoteles Los Arcos may use technological tools, automation systems, digital assistants, or artificial intelligence agents, including Julieta AI, to enhance customer service, answer questions, provide quotations, verify availability, follow up on requests, assist with reservation processes, and send communications related to guest stays.

Information provided through these channels will be processed in accordance with this Privacy Notice and used solely for the purposes described herein. In certain situations, interactions may be transferred to human personnel in reservations, customer service, group sales, administration, or other appropriate departments.

6. Data Sharing and Service Providers

To fulfill the purposes described in this Privacy Notice, Hoteles Los Arcos may share or permit the processing of personal data by third parties, vendors, or platforms involved in hotel operations, reservation management, customer service, communications, payment processing, invoicing, marketing, security, or technology support.

These may include:

  • Hotel management systems
  • Booking engines
  • Channel managers
  • Messaging and customer service platforms
  • Social media platforms
  • Email service providers
  • Telephone, SMS, and communication providers
  • Banks and payment processors
  • Invoicing providers
  • Cloud service providers
  • Marketing agencies and vendors
  • Tax, administrative, or judicial authorities when legally required

Hoteles Los Arcos will make reasonable efforts to ensure that such third parties maintain appropriate confidentiality, security, and data protection standards.

Your personal data will never be sold, rented, or commercially traded.

7. Cookies and Similar Technologies

Our websites may use cookies, tags, pixels, analytics tools, tracking technologies, or similar mechanisms to improve user experience, remember preferences, measure website traffic, evaluate marketing campaigns, personalize content, facilitate forms, support chat tools, and enhance our services.

Information collected through these technologies may include:

  • IP address
  • Browser type
  • Operating system
  • Pages visited
  • Browsing duration
  • Referral source
  • Form interactions
  • Language preferences
  • Device information
  • Similar technical data

You may disable, block, or delete cookies through your browser settings. However, certain website features may not function properly if some cookies are disabled.

8. Video Surveillance

For the security of guests, visitors, employees, facilities, and assets, Hoteles Los Arcos may operate video surveillance systems in common areas, entrances, reception areas, hallways, parking facilities, restaurants, and other service areas.

Images captured through these systems will be used exclusively for security purposes, access control, asset protection, incident prevention, and compliance with lawful requests from competent authorities.

9. Security Measures

Hoteles Los Arcos implements reasonable administrative, technical, and physical safeguards to protect personal data against loss, misuse, unauthorized access, alteration, destruction, or disclosure.

Access to personal data is limited to personnel, departments, service providers, or third parties who require such information to fulfill the purposes outlined in this Privacy Notice.

10. Your Privacy Rights and Withdrawal of Consent

You have the right to access, correct, delete, or object to the processing of your personal data, as well as to withdraw any consent previously granted, in accordance with applicable data protection laws.

Requests may be submitted to: hoteles@playalosarcos.com

Telephone Numbers:

  • Local: (322) 226-7100
  • Mexico: (800) 327-7700
  • United States: 1 (800) 648-2403
  • Canada: 1 (888) 729-9590

11. Limiting the Use or Disclosure of Personal Data

If you wish to stop receiving promotional, marketing, or commercial communications from Hoteles Los Arcos, please send an email to:

hoteles@playalosarcos.com

Subject:
"Unsubscribe from Promotional Communications"

12. Data Retention

Personal data will be retained only for as long as necessary to fulfill the purposes described in this Privacy Notice and to comply with legal, tax, administrative, accounting, contractual, or security obligations.

Once personal data is no longer required, it will be deleted, blocked, or otherwise handled in accordance with applicable laws and internal procedures.

13. Minors

Hoteles Los Arcos may collect information related to minors only when necessary to process reservations, register guests, apply lodging policies, rates, benefits, contracted services, or security measures.

Such information will be processed through parents, guardians, or legal representatives while ensuring the protection of minors' rights and interests.

14. Changes to This Privacy Notice

Hoteles Los Arcos reserves the right to modify, update, or amend this Privacy Notice due to legal, administrative, operational, technological, commercial changes, or the introduction of new services, communication channels, or service providers.

Any changes will be published on our official websites or communicated through channels deemed appropriate by Hoteles Los Arcos.

15. Contact Information

For any questions regarding this Privacy Notice, the processing of your personal information, reservations, or lodging services, please contact:

HOTELES LOS ARCOS DE OCCIDENTE
RFC: HAO740111U9A
Olas Altas No. 380, Emiliano Zapata Neighborhood
Puerto Vallarta, Jalisco, Mexico

Email: hoteles@playalosarcos.com

Telephone Numbers:

  • Local: (322) 226-7100
  • Mexico: (800) 327-7700
  • United States: 1 (800) 648-2403
  • Canada: 1 (888) 729-9590

By providing your personal information through any of our channels, you acknowledge that you have read, understood, and accepted this Privacy Notice.