House Rules & Policies
Check-in
Check-in is from 2:00 PM to 10:00 PM.
Guests arriving early are welcome to register at reception and use the facilities while waiting for their room or bed to be ready. Room and bed access is guaranteed by 2:00 PM.
Arrivals after 10:00 PM are not possible.
Check-Out
Check-out is between 6:00 AM and 11:00 AM.
Guests departing later in the day may remain on the property provided that rooms are vacated and keys returned by 11:00 AM, and final bills are settled by 1:00 PM.
After 1:00 PM, continued use of the facilities requires opening a Day Pass account with a Q100 prepayment. This amount is fully credited toward food and drinks at the bar and restaurant.
ID & Age Requirements
All guests must present a valid passport or government-issued photo identification at check-in. Driving licenses are not accepted.
Guests must be 18 years or older to stay at Greengos.
Damage Deposit
At check-in, guests must leave either a valid passport or a prepaid cash damage deposit.
Passports or cash deposits are returned at check-out once room keys are returned, the room has been inspected, and all balances are settled.
Greengos reserves the right to retain or deduct from the cash deposit, or charge the credit card on file, for any loss, damage, excessive cleaning, or unpaid charges.
Cancellation Policy
Reservations of 6 or more guests are subject to our Group Booking Policy. Semana Santa reservations are subject to separate prepayment and non-refundable terms.
For all other reservations, cancellations or modifications are permitted until midnight, 72 hours prior to the scheduled check-in date.
Within 72 hours of check-in, reservations become non-refundable and cannot be modified or reduced. The 72-hour period is calculated from the check-in date, not from individual nights of the stay.
Respect & Safety
Aggressive, unsafe, harassing, or sexually inappropriate behaviour toward staff or other guests will not be tolerated. This includes unwanted physical contact, intimidation, or any form of harassment.
Guests who violate this policy will be removed immediately without refund, and authorities may be contacted where appropriate.
Non-Discrimination
Greengos welcomes guests from all countries, backgrounds, and cultures.
Discrimination, hate speech, or harassment of any kind — including based on nationality, race, religion, gender, or sexual orientation — will not be tolerated. Any guest engaging in discriminatory or abusive behavior will be asked to leave without refund.
Illegal Substances
The use, possession, or sale of illegal substances on the property is strictly prohibited. Guests whose behaviour becomes disruptive, unsafe, or illegal as a result of substance use will be asked to leave without refund.
Responsible Alcohol Consumption
No Weapons
Absolutely no weapons are permitted on the property. This includes firearms, knives, or any object intended to cause harm. Violation of this policy will result in immediate removal from the premises and law enforcement will be contacted.
Pool Safety
Use of the pool is at your own risk. There is no lifeguard on duty. Glass is not permitted in the pool area. Running, diving, or rough play is not allowed. Greengos reserves the right to restrict pool access to any guest behaving unsafely or irresponsibly.
No Smoking in Rooms
Smoking is not permitted in rooms. Designated smoking areas are available on the property. Guests caught smoking inside a room will incur a Q1000 charge and may be asked to leave without refund.
No Food or Drinks in Rooms
Food and drinks (other than water) are not permitted in rooms. Rooms are inspected at check-out. If this policy is violated, a Q500 fee will be charged to cover additional cleaning and fumigation.
No Outside Food or Alcohol
Outside food and alcohol are not permitted on the property. Greengos operates a licensed bar and restaurant and does not provide storage for guest food or drinks. Guests bringing outside food or alcohol onto the premises may be asked to leave without refund.
Loss or Damage to Greengos Property
Guests are responsible for any loss of, damage to, or excessive mess affecting Greengos property, whether in rooms or common areas. This includes towels, linens, furniture, decorations, games, exercise equipment, tour equipment (inner tubes, water shoes, flotation devices), and any rented or borrowed items.
Any damage, staining, or conditions requiring additional cleaning, sanitation, repair, or replacement will result in corresponding charges.
Day Pass & Visitors
Visitors are welcome at Greengos between 8:00 AM to 11:30 PM.
Non-guests who wish to dine or use the facilities are required to open a Day Pass account with a Q100 prepayment. The Q100 is fully credited toward food and drinks at the bar and restaurant, with a minimum spend of Q100 per person.
Access to guest rooms and accommodation areas is reserved for registered guests only.
Personal Belongings
Guests are responsible for their own belongings during their stay. Greengos is not liable for lost, stolen, or unattended items. Lockers are provided in dorm and private rooms. Guests are responsible for bringing their own lock and securing their belongings properly.
No Pets
Group Booking Policy
Reservations for 6 or more guests traveling together are considered a Group Booking.
As a general rule, we do not accommodate large groups (more than 12 guests). Any exception must be requested and approved in advance.
Our booking system will automatically confirm reservations online, regardless of group size.
However, any reservation that meets the definition of a Group Booking is subject to review and approval by management.
After booking, the group’s primary contact will be contacted directly to review terms and arrange payment.
A group reservation is not considered fully confirmed until:
- Group terms have been agreed to in writing, and
- Full prepayment has been received.
All approved Group Bookings require full payment 14 days prior to check-in. Once payment has been received and the booking is confirmed, Group Bookings are non-refundable and not eligible for date changes or reductions in group size.
Payment is based on the originally confirmed number of guests. Reductions in group size do not qualify for refunds. Failure to complete payment within the stated timeframe may result in cancellation of the reservation.
Greengos reserves the right to cancel any Group Booking that:
- Exceeds our size limits
- Fails to complete required prepayment
- Does not comply with this policy
The group’s primary contact will be notified promptly in the event of cancellation.