Kempinski Paws

At Kempinski Hotel Cancún, we are delighted to welcome guests who wish to share their stay with their dog.

Kempinski Paws has been created to provide a sophisticated, comfortable and responsible experience for guests traveling with their dogs, while ensuring the well-being of the animal, the comfort of our guests, and the high standards of service, hygiene and safety expected at the hotel.
This policy establishes the terms and conditions applicable to companion dogs staying at Kempinski Hotel Cancún and must be accepted by the responsible guest prior to or upon check-in.

1. Program Scope

Kempinski Paws is a program exclusively intended for companion dogs.

The accommodation of other animal species is not permitted under the Kempinski Paws program.

This policy shall be applied in accordance with all applicable laws and regulations in Mexico and the State of Quintana Roo.

Guide dogs, assistance dogs, service dogs, or other legally recognized assistance animals shall be subject to the access and accommodation rights granted to them under applicable law.

2. Admission Requirements

To participate in Kempinski Paws, the dog must meet the following requirements:

• Maximum weight of 15 kg (33 lb).
• Maximum height of 55 cm (21.65 in).
• Be in an appropriate state of cleanliness and health.
• Show no apparent signs of contagious disease, infection, parasites, or any condition that could pose a risk to people, other animals, or hotel facilities.
• Have up-to-date vaccinations appropriate for its age and in accordance with its veterinarian's recommendations.
• Display behavior compatible with a luxury hotel environment.
• Remain under the reasonable supervision and control of its responsible guest throughout the stay.

Kempinski Hotel Cancún may request additional information or documentation when reasonably necessary to ensure the safety, hygiene and well-being of guests, employees, other animals or the dog itself.

3. Advance Reservation and Confirmation

The guest must inform the hotel prior to arrival that they will be traveling with a dog.

Participation in Kempinski Paws is subject to availability and prior confirmation by Kempinski Hotel Cancún.

Only one dog per guest room or suite is permitted, unless expressly authorized in advance by Kempinski Hotel Cancún.

The dog's acceptance must be confirmed prior to arrival.

4. Veterinary Documentation

Upon check-in, the responsible guest must provide:

• A valid veterinary health certificate.
• An up-to-date vaccination record.
• Contact information for the responsible guest.

As a requirement of Kempinski Paws, the veterinary health certificate must have been issued by a licensed veterinarian within 10 calendar days prior to arrival.

Kempinski Hotel Cancún may request additional documentation when there are reasonable grounds relating to the health, safety or welfare of the dog or third parties.

5. Guest Responsibility

The guest shall remain responsible for the care, supervision and behavior of their dog throughout the stay.

The guest shall also be responsible, to the extent permitted by applicable law, for any damage, injury, loss, disturbance or reasonable cost directly resulting from their dog's actions or omissions.

The responsible guest must maintain appropriate control over the dog and take reasonable measures to prevent any behavior that could pose a risk or affect the comfort of other guests, employees or visitors.

6. Dog Supervision

The guest is responsible for the well-being, safety and behavior of their dog throughout the stay and must ensure that the dog remains in appropriate and safe conditions at all times.

Dogs may temporarily remain in the guest room or suite without their responsible guest being present, provided that the dog is calm, secure and kept under conditions that do not pose a risk to the dog, other guests, employees or hotel facilities.

The guest should consider the individual needs of their dog, including its age, temperament, level of adaptation and ability to remain alone for reasonable periods.

Kempinski Paws is designed to allow our guests to fully enjoy their stay and the different experiences offered by the hotel, while maintaining a safe, respectful and comfortable environment for everyone.

The guest must take reasonable measures to prevent persistent barking, damage, escapes, accidents or any behavior that could disturb other guests or compromise the safety of the hotel.

7. Guest Room Access and Housekeeping

To ensure the safety of both the dog and our employees, the guest must display the Kempinski Paws door sign whenever the dog is inside the guest room or suite.

For safety reasons, Housekeeping will service the room only when the dog is in conditions that allow safe access for our employees and the guest is in the room. The guest may be asked to secure the dog in an appropriate area or coordinate a convenient time for the service.

This provision does not restrict authorized personnel of Kempinski Hotel Cancún from entering the room in the event of an emergency, a situation that may pose a risk to people, animals or property.

8. Kempinski Paws Amenities

As part of the program, the guest room may include specially selected amenities for the dog, such as:

• Dog bed.
• Food bowl.
• Water bowl.
• Waste container.
• Waste bags.

Amenities provided by Kempinski Hotel Cancún must remain in the guest room throughout the stay and be returned upon check-out. Any loss or extraordinary damage may result in an applicable charge.

Should you wish to keep any of these amenities, they are available for purchase at our Gift Boutique.

9. Restricted Areas

For reasons of hygiene, safety and the well-being of all our guests, companion dogs are not permitted in restaurants, bars, swimming pool areas or any other areas designated by the hotel as restricted.

Dogs must remain under the control of their responsible guest and on a leash in common areas where access is permitted.

The restrictions above shall not apply where applicable law grants a guide dog, assistance dog or service dog a different right of access.

10. Designated Dog Area

Kempinski Hotel Cancún will provide a designated area for the exercise and relief needs of dogs participating in Kempinski Paws.

The guest is responsible for using the designated area appropriately and for immediately collecting any waste produced by their dog.

Waste must be disposed of exclusively in the designated receptacles.

Failure to comply with this requirement may result in an extraordinary cleaning charge.

11. Leash and Control

Dogs must remain on a leash at all times in common areas of the hotel where access is permitted.

The responsible guest must maintain sufficient physical control over the dog to prevent unwanted interactions, escapes, damage, injury or disturbance to other people or animals.

Dogs may not roam freely throughout the hotel premises.

12. Behavior

Kempinski Paws is designed for dogs whose behavior is compatible with a luxury hotel environment.

Behavior that may affect the safety, hygiene, tranquility or experience of other guests will not be permitted, including but not limited to:

• Aggressive behavior.
• Attempted or actual biting.
• Behavior that poses a risk to people or other animals.
• Persistent barking or vocalization that disturbs other guests.
• Deliberate or repeated damage to property or facilities.
• Behavior that creates health or sanitation risks.
• Repeated inability of the responsible guest to maintain control of the dog.

When such a situation occurs, Kempinski Hotel Cancún may request that the guest take immediate corrective measures.

When the dog's behavior presents a risk to people, animals, facilities or the tranquility of guests, Kempinski Hotel Cancún may require the dog to be removed from certain areas or from the hotel premises, in accordance with applicable law and the terms governing the stay.

Any reasonable costs associated with such action shall be the responsibility of the guest, where applicable.

13. Hygiene and Cleanliness

The guest is responsible for keeping the dog clean and in appropriate hygienic condition throughout the stay.

Dogs may not use hotel beds, sofas, armchairs or other hotel furniture.

Kempinski Hotel Cancún will provide a dedicated dog bed for the dog's use.

The guest is responsible for immediately cleaning up any waste and notifying the hotel of any accident requiring additional cleaning.

14. Kempinski Paws Program Fee

Participation in Kempinski Paws is subject to a USD 80 program fee for stays of up to five nights.

For stays exceeding five nights, additional charges may apply in accordance with the current program rates.

This fee covers participation in Kempinski Paws and the amenities and special procedures associated with the program.

The program fee does not include damages, replacements or extraordinary cleaning services, which may be charged separately when required.

15. Damage and Extraordinary Cleaning

The guest shall be responsible for any damage caused by their dog to guest rooms, facilities, furniture, textiles, amenities or other property of Kempinski Hotel Cancún, to the extent permitted by applicable law.

The guest may also be responsible for reasonable costs associated with:

• Repairs.
• Replacement of damaged or lost items.
• Extraordinary cleaning.
• Removal of stains or extraordinary odors.
• Removal of excessive pet hair requiring specialized treatment.
• Specialized treatment of textiles, carpets or upholstery.
• Any other extraordinary service directly attributable to the dog's stay or behavior.

Charges shall correspond to costs actually incurred and may be supported by documentation, quotations, invoices, photographs or other reasonable records.

16. Authorization of Charges

By accepting this policy, the guest authorizes Kempinski Hotel Cancún to use the credit card provided as security for the stay to cover legitimate, reasonable and documented charges resulting from damage, loss, replacement or extraordinary cleaning attributable to their dog.

Where applicable, Kempinski Hotel Cancún may notify the guest of such charges and provide the available supporting documentation.

This authorization does not limit any rights granted to the guest under applicable consumer protection laws.

17. Veterinary Emergencies

In the event of an emergency affecting the health or safety of the dog, Kempinski Hotel Cancún may contact a veterinarian or available emergency veterinary service.

Whenever possible, the hotel will contact the responsible guest in advance.

All veterinary expenses, medication, transportation or emergency services shall be the responsibility of the dog's owner or responsible guest.

18. Liability Insurance

Kempinski Hotel Cancún recommends that guests maintain appropriate third-party liability insurance covering potential damage or injury arising from the ownership or behavior of their dog.

Unless expressly communicated as a booking requirement, this recommendation does not constitute a condition for participation in Kempinski Paws.

19. Compliance with the Policy

Acceptance of Kempinski Paws constitutes the guest's commitment to comply with this policy throughout the entire stay.

Failure to comply may result in measures proportionate to the circumstances, including restricted access to certain areas, a request to take corrective action, suspension of services associated with the program or, when necessary to protect the safety and well-being of guests, employees, animals or hotel facilities, a request for the dog to be removed from the hotel premises.

Any such measure shall be taken in accordance with applicable law and without prejudice to any rights granted to the guest.

20. Guest Acknowledgment

By registering for Kempinski Paws, the guest declares that:

• The information provided regarding their dog is true and complete.
• The veterinary documentation provided is current and authentic.
• They have read and understood this policy.
• They agree to supervise and control their dog throughout the stay.
• They accept the responsibility legally applicable to them for damages, injuries, losses or extraordinary costs attributable to their dog.
• They authorize the processing of their personal information in accordance with the hotel's applicable Privacy Notice.
• They accept the terms and conditions of Kempinski Paws.