Terms and Conditions

General Terms and Conditions of the Program (Updated in September 2023)

Tesoro Rewards (hereinafter, the "Program") is a Loyalty Program, owned by Tesoro Hotels & Resorts, hereinafter referred to as the "Company," which is responsible for its management and operation.   The essential purpose of the Program is to reward and/or recognize the loyalty of guests of Tesoro Hotels & Resorts.

The Program will be governed by these general terms and conditions (hereinafter "General Terms and Conditions") and by the specific conditions that apply based on the segment to which the guests belong (hereinafter "Specific Conditions"), with the content of the latter prevailing over the former.

Benefits obtained through the Program are not compatible with or cumulative with other loyalty programs, unless the Company determines otherwise.

Program Registration

Registration and participation in the Program are free for our guests.

Individuals of legal age with valid rights may enroll in the Program.

Registration in the Program is carried out by means of the corresponding request and confirmation process through the electronic media (website, mobile application, express request at the reception or reservations, etc.) provided by the Company for this purpose.

Once the registration request has been duly completed and submitted via email, the applicant must confirm the received link to become part of the program. After this step is completed, a unique number will be assigned to the applicant, at which point, the applicant will become a Member of the Program (hereinafter the "Member") and will be eligible to enjoy the various benefits and advantages offered by the Program.

By submitting their registration request to the Program, the Member unreservedly accepts the General Terms and Conditions and the Specific Conditions applicable to them, in accordance with the current clauses in effect at any given time.

The Member will be solely responsible for the accuracy of the personal data provided to the Company for their registration in the Program, as well as for the subsequent updates using the different channels made available for this purpose. For this purpose, the Member may contact and inform the Company: (i) in writing (by mail or online through the registration area at tesororewards.com).

Tesoro Rewards Account

The Member will have a personal Tesoro Rewards account (hereinafter, the "Account") where Tesoro Rewards points (hereinafter, the "Points") generated in accordance with the provisions of these General Terms and Conditions will accumulate.

The Account is personal and non-transferable, and it will identify the Member with their personal data. Only one Account may be assigned to each Member, and as a result, the Company reserves the right to unilaterally cancel any additional or parallel Account that the Member may have obtained, allowing them to receive duplicate points, promotions, or advantages that are not in accordance with the Program, and to cancel any benefits that may arise from it.

The transmission, sale, purchase, exchange, or total or partial assignment of an Account and/or the points accumulated in it by any means is strictly prohibited, except in cases expressly authorized in these conditions. Non-compliance with this rule gives the Company the right to cancel the Member's Program and their points, along with all associated benefits. In such a case, the Member shall not be entitled to any form of restitution or compensation.

Obtaining and Accumulating Tesoro Rewards Points

Members will earn Points in their Account in the following cases:

- For each actual stay of the Member at any of the hotels of the Tesoro Hotels & Resorts Group, provided that the reservation is made through Tesoro Rewards' own channels (tesororewards.com, APP, and Tesoro Hotels' Contact Center) or directly at the hotel.

An actual stay is defined as a reserved, enjoyed, and properly paid stay, hereinafter referred to as a "Stay."

Members will not earn Points in the following cases:

- For Stays paid for entirely with redeemed Points.

- For Stays before the Program's enrollment date, as well as for stays reserved before the Program's enrollment date.

- For Stays reserved directly at the hotel without mentioning membership in the Program.

- For Stays when the Member stays with rates from OTAs (Online Travel Agencies), Tour Operators, Groups, Vouchers, Crews, and programs unrelated to Tesoro Hotels & Resorts.

- In case the invoice amount issued for the Stay or for the products and services contracted is not paid in full.

The earned Points will be accumulated in the Member's Account.

The earned Points will be accumulable only in the Account of the Member who has personally stayed at the hotel, regardless of the individual or entity that makes the actual payment of the corresponding bill, whether it is the Member themselves or any of their companions or their company.

To obtain Points and enjoy the benefits associated with the Program, it is essential to identify the guest at the reception of the respective hotel, with the guest's information matching that of the Program Account Member who made the reservation. Otherwise, the hotel may deny check-in for the stays or allow it only if the full amount corresponding to the stay price without the improperly applied Program benefits is paid.

In the case of Points obtained for Stays in the hotels, Points will only be accumulated for a maximum of five (5) rooms (regardless of the number of reservations made), as long as the guest in the second room is not a Program Member. If the guest in the second room is also a Program Member and informs the hotel at check-in or during their stay, provided they have not paid the bill, the points generated by the reservation amount will be distributed equally between the two Accounts. If the guest in the second room is not a Program Member or has not identified as such at check-in or during their stay, the Points will be exclusively accumulated in the account of the Member who made the reservation, with no possibility of rectification.

Members will receive the Points corresponding to Stays booked through Tesoro Rewards' own channels automatically in their Account, for the total reservation amount, before applicable taxes and fees.

The Points will be added to each Member's Account within approximately 3 (three) business days after the completion date, provided that these services have been effectively covered.

Points Claim

If Points have not been assigned or have not been correctly assigned to the Member's Account when the conditions for this have occurred, the Member may make the corresponding Points claim through the Contact section of the tesororewards.com / App website. In any case, they must indicate the reservation number for which the claim is being made, and must provide a copy or photograph of the invoice.

In all of these cases, the Company's responsibility will be limited to rectifying the error as soon as the legitimacy of the claim made by the Member is evident in accordance with the current General Terms and Conditions at the time of the claim.

These claims are subject to a limitation period and, therefore, must be filed within a maximum of 30 days from the check-out date of the stay; after this period, no claims for unassigned Points will be accepted, with the Member expressly waiving any claims for this purpose.

Member Levels

Members will be assigned a specific category, which will determine the benefits they can obtain from the Program.

The different categories of Tesoro Rewards Members are awarded or modified directly by the Company based on the following criteria:

For a Member to obtain and/or maintain the Tesoro Rewards categories described below, they must meet the criteria defined for each category as follows:

- Tesoro Rewards Silver: The basic level of the Program to which all Members are initially enrolled, in which they receive 200 gift points and will remain at this level until they have 14 nights of stay or 5,740 points equivalent to $57,400 pesos in purchases.

- Tesoro Rewards Gold: The level immediately above Tesoro Rewards Silver is obtained by having 6,150 points equivalent to $61,500 in purchases and up to 29 nights or 11,890 points equivalent to $118,900 in purchases.

- Tesoro Rewards Platinum: The level immediately above Tesoro Rewards Gold is obtained by accumulating 12,300 points equivalent to $123,000 in purchases.

The Company reserves the right to discretely assign any of the aforementioned categories, as well as other unique benefits, to certain Members whom, under certain circumstances and in the interest of the Company, it may consider appropriate without requiring them to meet the conditions described.

Program Benefits

1. Program benefits, based on the Member's category, are as follows:

Tesoro Rewards Silver

Exclusive rates all year round
200 welcome points (upon account activation)
10% of the total stay in points (total reservation amount before taxes and fees)
Earn and use points on stays at our hotels
10% of the total stay in points
Free basic Wi-Fi
10% off premium Wi-Fi
10% off Spa treatments (Tesoro Manzanillo and Tesoro Los Cabos)
10% off restaurant expenses (Excludes Room Services)
10% off beverages (Includes premium drinks and wine bottles)
10% off Meal Plan (base of $57 USD) (Tesoro Los Cabos)
Complimentary breakfast for two people (Tesoro Los Cabos)

Tesoro Rewards Gold:

Exclusive rates all year round
12% of the total stay in points (total reservation amount before taxes and fees)
Free basic Wi-Fi
12% off premium Wi-Fi
12% off Spa treatments (Tesoro Manzanillo and Tesoro Los Cabos)
12% off restaurant expenses (Excludes Room Services)
12% off beverages (Includes premium drinks and wine bottles)
12% off Meal Plan (base of $57 USD) (Tesoro Los Cabos)
Complimentary breakfast for two people (Tesoro Los Cabos)

Tesoro Rewards Platinum:

Exclusive prices all year round
14% of the total stay in points (total reservation amount before taxes and fees)
Free basic Wi-Fi
14% off premium Wi-Fi
Early check-in / Late check-out (subject to availability)
14% off Spa treatments (Tesoro Manzanillo and Tesoro Los Cabos)
14% off restaurant expenses (Excludes Room Services)
14% off beverages (Includes premium drinks and wine bottles)
14% off Meal Plan (base of $57 USD) (Tesoro Los Cabos)
Complimentary breakfast for two people (Tesoro Los Cabos)

Redemption and Use of Points

Members can redeem their Points to book stays at Tesoro Hotels & Resorts. They will apply for the entire reservation with the current Public Rate, and there must be a regular reservation (not paid with points) between each pair of nights requested for redemption.

Points can be redeemed for nights only in the period defined as "Low Season," not applicable on holidays or vacation periods such as holidays, Christmas, New Year, and Easter.

Reservations eligible for redemption with Tesoro Rewards points must be made via email or phone call, specifying the explicit desire to redeem the points for the nights of the stay and verifying the applicable period.

Transfer of Points

Transfer of points obtained through different promotions or modes within the program among Members is not allowed.

Expiration of Accumulated Points in the Account

Points have a validity of 3 (three) years from their crediting to the account.

Tesoro Rewards member accounts have an inactivity expiration period of more than 12 months. Inactivity period is defined as when the Member neither earns nor redeems Points. The inactivity period starts counting from the date of the last Points earning or redemption transaction.

Program Withdrawal at Member's Request

At any time, a Member may request to withdraw from the Program.

To withdraw, the Member must communicate their decision in writing through the tesororewards.com website or the App. Upon receiving the communication, the requester's account will be deactivated, and they will lose their Member status from that moment.

To process the requested withdrawal, the Company may request documentary proof of the Member's account status.

From the moment their account is deactivated, the Member will lose all their Points and benefits.

Cancellation of Account at the Company's Decision

Without prejudice to other cases provided for in the Terms and Conditions, and without prejudice to any legal or judicial actions that may apply, the Company may terminate a Member's participation in the Program and immediately cancel their account and all benefits derived from it in case of:

(i) violation of the current Program's Terms and Conditions;

(ii) breach of general guest obligations, especially those related to payment of services and stays;

(iii) inappropriate, disrespectful, fraudulent, abusive, offensive, or hostile behavior, whether physical, verbal, or written, against Tesoro Hotels & Resorts, its guests, employees, or collaborators;

(iv) involvement in any inappropriate, abusive, or fraudulent conduct or action in connection with the Program, including, among other things, matters related to earning, accumulating, and redeeming Points, obtaining benefits, promotions, transferring and converting Points, etc.;

(v) violation of applicable legal regulations;

(vi) being warned for engaging in inappropriate behavior or significantly disrupting the normal activities of guests or employees during any of their stays;

(vii) the occurrence of force majeure or legal, governmental, or other impositions that require the cancellation of the Program; and

(viii) Company's business strategy reasons.

The cancellation of the Member's account results in the loss of all their Points, including promotional Points.

Cancellation will render the expelled Member unable to request rejoining the Program in the future.

In each of the aforementioned cases, as this Program is free of charge for the Member, the Member expressly waives the right to claim damages from the Company for the cancellation of their account and Program withdrawal.

Disclaimer

The Company assumes no responsibility regarding products and services marketed or provided by third parties. They are also not responsible for the loss of prizes, incorrect addresses, delays in prize receipt, etc., nor for the unauthorized redemption or use of Points due to circumstances beyond the normal operation of the Program.

The Company reserves the right to correct or rectify any errors or mistakes related to the Program, including typographical errors, pricing, points, descriptions, etc.

The Company is not responsible for lost or delayed physical or electronic correspondence of the Member, nor for description errors, typographical errors, or rates printed in materials sent to Members. The Company reserves the right to correct them, and they can be consulted on the website www.tesororewards.com.

The Terms and Conditions, Special Conditions, as well as all promotions related to the Program in force at any given time, can be reviewed on the tesororewards.com page.

Protection of Personal Data

Membership in the Tesoro Rewards loyalty program of Tesoro Hotels & Resorts involves the processing of your personal data, which the User accepts when requesting their registration. The User's data will be processed to manage registration in the Tesoro Rewards program, as well as for the acquisition and redemption of Points, based on the User's consent. Additionally, it will be used to manage the sending of personalized commercial communications from the Tesoro Rewards program, via electronic and/or conventional means, based on the legitimate interest recognized by regulations unless the User indicates otherwise by checking the corresponding box or opposes such processing.

The data processed by Tesoro Hotels & Resorts may be made available to Partners and collaborating companies for the fulfillment of the aforementioned purposes and, if authorized, for sending commercial communications. Likewise, they may be disclosed to Public Administrations, in cases provided for by law. The recipients mentioned in this section may be located inside or outside the European Economic Area, with international data transfers duly legitimized in the latter case.

The User can send a written request to Tesoro Hotels & Resorts, Av La Audiencia 48 Loc B 18, Las Palmas, Manzanillo, Colima, Mexico, with the reference "Data Protection - Tesoro Rewards," attaching a photocopy of their valid identification document or passport at any time and free of charge, to access, rectify their data, revoke their consent, and request data portability and/or deletion.

To learn more about the processing of your personal data, you can consult the Privacy Policy established by the company.

Program Changes

The Company reserves the right to change the General Terms and Conditions, Special Conditions, and modify the list of establishments, services, and benefits included in the Program at any time. The changes will be communicated, a requirement that the parties expressly consider fulfilled with the publication of the current terms that integrate or consolidate the changes made on the Company's website www.tesororewards.com or any other communication channel agreed upon by the parties. If the Member does not agree with the changes, they can withdraw from the Program upon request, retaining the right to redeem all the Points in their account for a period of twelve (12) months from the date of the publication of the Program conditions change.

The Company reserves the right to cancel the Program at any time for operational internal business reasons. This will be notified to Members, who will have twelve (12) months from the notification date to redeem, transfer, or convert all the Points in their account. After this period, all Points accumulated by Members will be automatically canceled, without any compensation to the Member, and they will not be able to make any claims to the Company or any of its affiliated entities for this reason. The Program will be canceled without prior notice and without any liability, and the provisions mentioned in this paragraph will not apply if at any time there are circumstances of force majeure or legal impositions that prevent its continuation or development.