VILLA HOUSE RULES

These House Rules establish the rules, conditions of use, obligations and responsibilities applicable to the temporary rental of the Villa [COLOCAR NÚMERO DE VILLA] located within the gated development “El Palmar”, which is located in Paseo del Risco, Punta Diamante, Acapulco de Juárez, Guerrero, C.P. 39890.

The confirmation of the reservation, the payment of any advance, entry into the Villa or the stay in the property imply the express acceptance of these House Rules by the reservation holder, as well as by all guests, visitors or third parties authorized to enter the Villa during the stay.

1. Purpose of the Rental.

The Villa is rented exclusively for purposes of rest, temporary lodging or vacations. Therefore, it is not permitted to use the Villa for parties, events, mass gatherings, commercial activities, filming, activities for profit, subletting or any other use distinct from the authorized vacation lodging.

The reservation holder will be responsible for ensuring that all persons who enter the Villa comply with these House Rules and El Palmar’s Internal Regulations.

2. Condominium Regulations of “El Palmar”

The Villa is located within a private gated development, therefore, in addition to these House Rules, guests must comply at all times with El Palmar’s Internal Regulations, the instructions of the security personnel, the rules of conduct, the hours, the access restrictions, the parking rules and any other applicable provision within the Condominium.

Any failure to comply with El Palmar’s Internal Regulations will be considered as a failure to comply with these House Rules, and action will be taken accordingly. In case the Condominium management imposes fines, sanctions, restrictions or charges derived from the conduct of guests, visitors or third parties authorized; the payment of the sanctions will be the responsibility of the reservation holder.

3. Reservation Holder.

The person who makes the reservation will be considered as the holder and principal responsible party of the stay. That person must answer for their own actions and for the actions, omissions, damages, breaches or conduct of all persons who enter the Villa during the stay.

The reservation holder must provide the following information, for the reservation to be recorded as complete:

• Arrival and departure dates.
• Number of people who will be lodged in the Villa.
• Name of the people who will be lodged in the Villa.
• Number and name of outside visitors who will enter the Villa, if any.
• Additional services requested.

During the stay in the Villa, the reservation holder will be in charge of notifying management about any relevant situation, defect, damage or problem concerning the Villa and its use.

4. Maximum Lodging Capacity.

The maximum lodging capacity of the Villa is 10 (ten) people. It is prohibited that more than 10 (ten) people stay overnight. The indicated capacity applies even if there are beds, couches, inflatable mattresses or other available spaces within the Villa, with the purpose of preserving the safety of the guests.

In case a greater number of guests than indicated is detected, management may terminate the stay immediately, without obligation of refund, and corresponding charges may be applied for breach, additional cleaning, damages or misuse of the Villa.

The reservation holder must send management, no more than 4 (four) days before the beginning of the stay, a complete list of the people who will be lodged in the Villa. Said list must include the following information:

• Full name of each guest.
• Age of the guest, in the case of minors.

Only the people integrated in the list and notified to the Villa’s management may be lodged. Management may deny access to any person who is not registered or who does not comply with these House Rules and/or El Palmar’s Internal Regulations.

5. Outside Visitors.

Every reservation can receive visitors, who will remain in the Villa for a limited time and will not be considered guests. Every visitor must be informed and authorized by management.

The authorization of visitors will be subject to the capacity of the Villa, permitted hours, security conditions and compliance with these House Rules.

The reservation holder will be responsible for any damage, fines, complaints, breach or incident caused by their visitors.

6. Minors.

The Villa’s facilities are primarily for adults, so in case that within the list of guests are guests under 15 (fifteen) years of age, it will be under the responsibility, supervision and permanent care by their parents or guardians.

Guests under 15 (fifteen) years of age must be accompanied by a responsible adult at all times, especially in areas such as pool, hot tub, kitchen, stairs, parking, terraces, balconies and common areas of the “El Palmar” Condominium.

Management will not be responsible for accidents, injuries, falls, oversights, damages, misuse of facilities, entry into the pool and/or hot tub, manipulation of objects, use of stairs, terraces, balconies, kitchen, exterior areas, furniture or any other situation derived from the lack of supervision.

Every guest under 15 (fifteen) years of age who enters the Villa must be notified to management, along with the other guests and/or visitors who will enter the Villa.

7. Pets.

Pets are not permitted within the Villa, exterior areas or in common areas related to the Villa. The foregoing with the intention of preserving the Villa’s furniture in the best conditions and in compliance with El Palmar’s Internal Regulations.

In case pets enter without authorization, management may apply corresponding charges for cleaning, sanitization, damages, stains and breach of these House Rules.

8. Parties and Events.

For the safety of guests and in accordance with El Palmar’s Internal Regulations, the holding of parties, events or mass gatherings in the Villa is not permitted. The Villa must be used solely and exclusively for lodging and the guests’ ordinary use.

In case of breach, neighbor complaints, intervention by the security personnel of the “El Palmar” Condominium, intervention by authorities, excessive noise or alteration of order, management may terminate the stay immediately, without obligation of refund, and may apply charges for damages, fines, extra cleaning or any other expense derived from the breach.

9. Noise and Music.

In accordance with ordinary cohabitation in the Villa, guests shall respect the sound and music levels permitted by the “El Palmar” Condominium. Moderate music or sound shall only be permitted between 07:00 and 23:00 hours, provided that it does not generate disturbances to neighbors and remains within the permitted noise levels.

Outside the indicated time, guests shall maintain a low noise level. Noise complaints may generate warnings, suspension of music, intervention by security personnel of the “El Palmar” Condominium, additional charges or early termination of the stay without any refund.

10. Reservation.

The reservation process shall be carried out exclusively through the Villa’s website, with the reservation holder required to follow the instructions and steps indicated on the website.

For logistics and security reasons, the management contact telephone number of the Villa shall be shared with the reservation holder; it being expressly prohibited that the reservation holder and/or any other guest share said contact with third parties.

In the event that future reservations are required, these shall be contracted through the website; any reservation request made through the management contact telephone number shall be considered null and admissible.

Management may deny access to the Villa if, prior to check-in, the remaining payment has not been made, the security deposit has not been delivered, the guest list has not been provided, or any other requirement necessary for the stay has not been complied with.

11. Payments.

The reservation shall be subject to the payment conditions established by management and accepted by the reservation holder in accordance with what is indicated on the Villa’s website.

The reservation payment may be made under the following two modalities:

1. Payment in Full: The total amount of the reservation shall be paid at the time of scheduling and accepting its conditions.
2. Deferred Payment: 50% (fifty percent) of the total amount of the reservation shall be paid at the time of scheduling and accepting its conditions. The remaining 50% (fifty percent) shall be paid one week prior to the reservation start date.

The reservation payment may be made exclusively through the Openpay platform of BBVA, in accordance with the instructions established on the Villa’s website. Under no circumstances will cash payments, transfers or deposits to bank accounts be accepted.

In the event that the reservation holder requires a Comprobante Fiscal Digital por Internet (CFDI), they shall indicate it at the time of filling in the payment data corresponding to the reservation, and likewise provide their tax information.

12. Security Deposit.

Prior to entry into the Villa, the reservation holder shall establish a security deposit, which shall be used to cover any damage, charges, fines, expenses, breach or outstanding balance arising from the stay at the Villa.

The security deposit shall be calculated as follows:

1. Stays of up to 5 (five) nights: Security deposit equivalent to the amount of one night.
2. Stays greater than 5 (five) nights: Security deposit equivalent to the amount of two nights.

The security deposit shall be managed through the Openpay payment platform of BBVA, by means of the retention, pre-authorization or provisional charge mechanism in accordance with the functionality available and predetermined by the Villa’s management.

Upon making the reservation, the holder expressly authorizes the Villa’s management to retain the amount corresponding to the security deposit and, where applicable, to collect in full or in part the amounts corresponding to damage, pending charges, fines, extraordinary cleaning, replacements or any other concept provided for in these House Rules.

The retention of the security deposit shall be confirmed prior to check-in. In the event that the transaction is rejected, cancelled, insufficient or cannot be processed for any reason, the Villa’s management may deny access to it, until the security deposit is properly guaranteed.

When the amount of damage, charges or expenses is less than the security deposit, only the corresponding amount shall be charged and the remainder shall be released. In the event that the amount of damage, charges or expenses exceeds the security deposit, the reservation holder shall cover the difference within a period not exceeding 5 (five) calendar days.

The full or partial release of the security deposit shall be managed within 48 (forty-eight) hours after the Villa’s check-out date. However, the time it takes for the amount to appear in the account, card or payment method of the reservation holder shall depend on Openpay, the corresponding financial institution or the applicable payment processor.

13. Cancellations.

In the event that the reservation holder wishes no longer to continue with the reservation, they shall notify management through the Villa’s website, and the reservation cancellation shall proceed as follows:

1. Cancellation with 7 (seven) calendar days or more prior to the reservation start date: A refund of 100% of the amount paid as of the cancellation date shall be applied.
2. Cancellation with 6 (six) calendar days prior to the reservation start date: A penalty equivalent to 10% (ten percent) of the total reservation amount shall be applied.
3. Cancellation with 5 (five) calendar days prior to the reservation start date: A penalty equivalent to 15% (fifteen percent) of the total reservation amount shall be applied.
4. Cancellation with 4 (four) calendar days prior to the reservation start date: A penalty equivalent to 20% (twenty percent) of the total reservation amount shall be applied.
5. Cancellation with 72 (seventy-two) hours prior to the reservation start date: A penalty equivalent to 30% (thirty percent) of the total reservation amount shall be applied.
6. Cancellation with 48 (forty-eight) hours prior to the reservation start date: A penalty equivalent to 40% (forty percent) of the total reservation amount shall be applied.
7. Cancellation with 24 (twenty-four) hours prior to the reservation start date: A penalty equivalent to 50% (fifty percent) of the total reservation amount shall be applied.
8. Cancellation on the same day the reservation begins or no-show: There shall be no obligation for any refund on the part of management.

In the event that the amount paid by the reservation holder is greater than the applicable penalty, the corresponding remainder shall be returned to the card indicated at the time of making the reservation payment. Any refund may generate the charging of bank commissions by the financial institution corresponding to the payment card; said commissions shall not correspond to the Villa’s management.

14. Reservation Modification and Additional Nights.

In the event that the reservation holder wishes to make any modification to the dates established for the reservation, they shall notify management a maximum of 2 (two) weeks prior to the reservation start date. Any modification shall be subject to the availability of the Villa.

In the event that the reservation holder wishes to add additional nights to those initially contracted, they shall request it prior to the Villa’s check-out date. If the Villa has availability, management shall authorize the extension of the reservation, with the reservation holder required to make the payment corresponding to the extra nights immediately through the payment method established on the Villa’s website.

A mere request for an extension or modification of the reservation does not guarantee the availability of the Villa nor the blocking of the requested dates; the Villa’s management shall explicitly confirm the availability and acceptance of the requested extension or modification.

The Villa’s management is not responsible for the lack of availability of the Villa, therefore it is recommended to each reservation holder to plan their stay at the Villa in advance to avoid unfortunate surprises at the time of requesting a modification or extension of the reservation.

If the reservation holder does not make the payment corresponding to the modification or extension, the guests shall respect the originally contracted dates and vacate the Villa on the originally agreed date and time.

15. Check-In

The established time for check-in shall be between 13:00 and 15:00 hours on the reservation start date. In the event that entry to the Villa is required outside the established time, the reservation holder shall request it from the Villa’s management, and in accordance with availability shall indicate their authorization or denial of the change in the entry time to the Villa.

The Villa’s management is not obligated to permit early or late entries to the Villa if they have not been previously informed and authorized.

In order to enter the Villa, the reservation holder shall have complied with the following:

1. Corresponding payment for the reservation.
2. Delivery of the Security Deposit.
3. Delivery of the guest list.
4. Acceptance of these House Rules.

Once the aforementioned points have been completed, the reservation holder shall receive the access key to the Villa; which shall be entered at the main door of the Villa and shall be the access mechanism to it throughout the stay.

It is strictly prohibited to share the access key with unregistered persons, unauthorized visitors, external suppliers or third parties unrelated to the reservation.

In the event of misuse of the access key, entry of unauthorized persons or any situation that compromises the security of the Villa, management may modify the access and terminate the stay without any refund.

16. Check-Out.

Check-out from the Villa shall be completed no later than 12:00 hours on the established check-out date.

Departure after the indicated time shall be requested from management and shall be subject to their authorization, and may generate additional charges.

At the time of check-out, guests shall:

1. Remove all of their personal belongings from the Villa.
2. Turn off lights, air conditioning units, fans and electrical equipment.
3. Close doors and windows.
4. Leave trash in the designated place.
5. Not leave spoiled food or accumulated waste.
6. Leave used towels and linens in the designated place.
7. Report any damage, failure or incident that occurred during the stay.
8. Deliver the Villa in reasonable conditions of order, use and ordinary cleaning.

For logistics, maintenance and preparation reasons of the Villa, on the day the property is released, entry for a new reservation shall not be possible. However, said policy does not authorize late departures without authorization from management.

17. Items Included in the Reservation.

The Villa will be provided with basic bathroom items, as well as linens necessary for the stay in accordance with the number of guests indicated and the availability defined by the management of the Villa.

The items included are for ordinary use during the stay and are not intended for unlimited replacement, unless the reservation holder requests the replacement of a certain item from management and management authorizes it.

Towels, sheets, pillows, comforters and other linens must be used only for their corresponding purpose. They must not be used to clean makeup, floors, kitchen, spills, shoes, exterior areas, cars or for any other use that does not correspond to them.

All items provided in the Villa are inventoried and are courtesy of the management of the Villa, therefore it is strictly prohibited for guests to consider such items for personal use beyond the stay.

Permanent stains, damage, burns, loss or misuse of items provided in the Villa may generate additional charges to the account of the reservation holder.

18. Cleaning.

As part of the reservation, ordinary cleaning of the Villa will be carried out once every 3 (three) days, therefore the personnel hired and authorized by management will present themselves at the Villa on the agreed day and time every third day to carry out the corresponding general cleaning.

General cleaning does not include the following:

• Washing of excessively accumulated dishes.
• Cleaning resulting from unauthorized parties or gatherings.
• Excessive garbage.
• Vomit, fluids or extraordinary waste.
• Damage or misuse of linens.
• Excessive disorder.
• Any situation that exceeds normal use of lodging.

In the event that the reservation holder requires cleaning at a frequency different from the established one, they must request it from the management of the Villa; its authorization will be subject to availability and additional cost.

19. General Use of the Villa, Furniture and Equipment.

Guests must care for the Villa, furniture, decoration, appliances, linens, utensils, equipment, doors, windows, floors, walls, gardens, terraces and other assets as if they were their own.

It is strictly prohibited:

• Remove objects, furniture, equipment or decoration from the Villa.
• Move furniture without authorization from management.
• Sit with wet clothing on furniture not suitable for it.
• Place hot objects on delicate surfaces.
• Damage walls, floors, doors, windows, furniture or decoration.
• Use tape, nails, hooks, adhesives or similar items on walls, furniture or surfaces.
• Carry out any use that may cause damage or deterioration to the Villa.

Any damage, breakage, burns, loss or misuse must be reported immediately to the management of the Villa, with the reservation holder being responsible for such events.

Once the reservation is finished, management will conduct a review of the facilities and furniture of the Villa, in case during such review damage is observed and/or missing furniture, the holder will be notified and the corresponding costs will be deducted from the Security Deposit.

20. Air Conditioning and Electronic Equipment.

Various air conditioning units and electronic equipment are installed within the Villa, which must be used by guests with the necessary skill and care.

Therefore, all air conditioning must be turned off when not in use and when no one is present in the room corresponding to that air conditioning unit.

All electronic equipment must be turned off when not in use. Irresponsible, excessive or negligent use of air conditioning or electronic equipment may generate additional charges.

21. Kitchen.

The kitchen and its utensils such as dishware, glassware, frying pans, cutlery and appliances must be used responsibly, and it is prohibited for guests under 15 (fifteen) years of age to use such utensils for their safety.

Guests must turn off the stove, oven, grills, coffee maker, blender and any other appliance after using it. In the same way, accumulation of perishable food outside of refrigeration, accumulated garbage, excessive grease, dirty dishes for prolonged periods and waste are not permitted in order to maintain the kitchen in the best possible condition and avoid attracting pests.

Any damage to appliances, utensils, cutlery, dishware, glassware, kitchen furniture or facilities will generate an additional charge.

22. Pool and Hot Tub.

The Villa has a pool and hot tub, therefore every guest must act with skill and responsibility when inside and around the pool and hot tub.

In the area of the pool and hot tub it is not permitted:

1. Enter with glass objects.
2. Use electronic devices near the water.
3. Leave guests under 15 (fifteen) years of age without supervision.
4. Entry of guests under 15 (fifteen) years of age into the hot tub.
5. Enter under the effects of alcohol or any intoxicating substance.
6. Introduce food, beverages, soaps, oils, substances or products that may affect the water or the systems.
7. Hang clothing or linens on the terrace.
8. Carry out any conduct that puts other guests and the Villa’s facilities at risk.

Both the pool and hot tub have heating and filtration systems. It is strictly prohibited to manipulate, turn on, turn off, modify, open, adjust or intervene with any system, equipment, panel, pump, filter, heating, valve, chemical or mechanism related to the pool and hot tub of the Villa.

The authorized technician will be the only person empowered and responsible for turning on, adjusting, operating and reviewing the pool and hot tub systems. On the day the reservation begins, the pool and hot tub will already be in operation, therefore none of the guests must manipulate the corresponding systems.

In the event that the heating or filtration system of the pool or hot tub suffers an alteration and is not functioning optimally, the reservation holder must inform the management of the Villa, who will send the authorized technician for the necessary review and maintenance.

In the event of manipulation, damage, misconfiguration, misuse or improper intervention, the reservation holder must cover the total cost of technical review, repair, replacement, parts, labor and/or any other damage resulting from the actions of guests regarding the pool, hot tub or its systems.

23. Parking.

The Villa has only 2 (two) assigned parking spaces, which may be used by guests, as long as they respect the indicated spaces and use the parking in an orderly and proper manner.

Parking is not permitted outside of the assigned spaces, in common areas, accesses, roadways, service entrance, sidewalks, green areas, places that obstruct circulation or in the motor lobby for longer than authorized.

Any fine, damage, complaint or sanction derived from misuse of the parking will be the responsibility of the reservation holder.

24. Common Areas.

The “El Palmar” Condominium within which the Villa is located has common areas, which must be respected along with the roadways, gardens, accesses and gatehouse.

It is prohibited within the common areas:

1. Alter the order.
2. Consume alcoholic beverages in unauthorized areas.
3. Leave garbage outside of the established garbage receptacles.
4. Invade private spaces.
5. Make excessive noise.
6. Damage gardens, furniture, roadways or common facilities.
7. Fail to comply with instructions of security personnel or management of the “El Palmar” Condominium.

Any sanction imposed by the “El Palmar” Condominium derived from the conduct of guests and/or their outside visitors will be transferred and must be paid by the reservation holder.

25. Trash and Waste.

Guests shall deposit trash in the designated locations within the Villa and outside of it, in accordance with the collection schedules and rules of the “El Palmar” Condominium.

It is prohibited to discard cigarette butts, bottles, cans, food scraps, personal hygiene products, or other waste outside of the corresponding containers.

Guests are responsible for the trash they generate during their stay in the Villa.

26. Prohibited Objects and Activities.

It is prohibited within the Villa:

• Holding parties, events, or mass gatherings.
• Smoking in interior and exterior areas of the Villa.
• Exceeding the maximum guest capacity.
• Allowing entry to persons not authorized by the owner of the Villa.
• Bringing in pets.
• Tampering with the technical systems and the heater of the pool and hot tub.
• Subletting the reservation of the Villa to third parties.
• Introducing illegal substances or engaging in illicit activities.
• Carrying or using weapons inside or outside the Villa.
• Damaging, removing, or modifying furniture, decoration, equipment, or facilities of the Villa.
• Altering the order of the “El Palmar” Condominium.
• Carrying out any activity that puts people, the Villa, and/or other properties at risk.

27. Security and Personal Objects.

Guests shall keep the doors, windows, and accesses of the Villa closed when they leave the Villa and during the night.

Guests are responsible for their personal objects, so the Villa’s management shall not be responsible for the loss, theft, misplacement, or damage to personal objects, money, jewelry, electronics, vehicles, documents, or other goods of the guests.

Any security incident shall be reported immediately to the Villa’s management and, as applicable, to the security personnel of the “El Palmar” Condominium.

28. Report of Failures, Damage, or Incidents.

Any failure, damage, leak, electrical short, problem with air conditioning, pool, hot tub, appliances, furniture, locks, internet, water, gas, or any other incident shall be reported immediately to the Villa’s management. It is strictly prohibited for any of the guests to tamper with the aforementioned objects for the purpose of repairing them or making them function again.

All repairs, inspections, maintenance, and/or handling shall be performed exclusively by technicians approved by the Villa’s management.

The failure to report in a timely manner may generate responsibility for the reservation holder, since the problem could worsen and generate additional damage.

29. Additional Services.

As additional services, management may offer cook service and grocery shopping service. Such services are not included in the total amount corresponding to the reservation.

If the reservation holder requires any of the additional services, they shall request it in advance of the start of the reservation; management shall inform the reservation holder of the costs, conditions, schedules, availability, and payment method of the requested service.

The grocery shopping service may include the cost of the products purchased, charges for transport, management, tip, or any other concept previously informed by management to the reservation holder.

30. Forgotten Objects.

The Villa’s management shall not be responsible for objects forgotten within the Villa once check-out has been completed. In the event that personal objects are found, the reservation holder shall be notified, who shall have a period of 5 (five) calendar days to recover such objects. After that period has elapsed, management may dispose of the objects as it deems appropriate.

If the reservation holder requests the shipment of the forgotten objects, they shall be responsible for the corresponding shipping costs.

31. Non-Compliance with these House Rules.

Non-compliance with any of the provisions of these House Rules may generate one or more of the following consequences:

1. Verbal or written warning.
2. Assessment of additional charges.
3. Partial or total retention of the Security Deposit.
4. Early termination of the reservation without right to refund.
5. Restriction of access to the Villa.
6. Charging for damages, fines, repairs, replacements, extraordinary cleaning, or related expenses.
7. Exercise of legal actions, if necessary.

Management reserves the right to terminate the reservation immediately when there is a risk to the property, guests, visitors, neighbors, the “El Palmar” Condominium, or when the essential rules of the Villa are not complied with.

32. Acceptance of these House Rules.

By confirming the reservation, making the corresponding payment, entering the Villa, or remaining in it, the reservation holder and the guests declare that they know these House Rules and accept their content, binding themselves to comply with them during their stay in the Villa.