A55-KB-028 · REVIEWED OCTOBER 17, 2026
Respectful conduct and safety during planning and your event
How we resolve planning disagreements and address incidents during your event, with mutual respect, proportionate measures and equal treatment.
We want you to enjoy planning and celebrating your event with peace of mind. Respect should guide every interaction between clients, guests, vendors and the Jardín Allegra team. This article explains how we resolve disagreements and respond to behavior that could put people at risk.
During event planning
You are welcome to ask questions, request clarification or raise a concern about a service, charge or agreement, and to request a written response. A disagreement, a complaint or stating that you intend to contact an authority does not, by itself, constitute aggression or grounds for terminating the contract.
To help us address a concern, share your contract reference, describe what happened and explain the solution you are requesting. Sales handles contracting and payments; Operations handles planning and logistics within its scope. Matters may be referred to General Management when necessary.
If communication becomes disrespectful
Threats of harm, intimidation, physical assault, harassment and serious or repeated insults are not acceptable. This applies to meetings, calls, messages and other communications.
When circumstances allow, we will ask for the behavior to stop and propose continuing in writing, at another time or through a designated contact. Our aim is to resolve the matter and preserve the possibility of holding the event safely. Pausing a conversation does not mean canceling the event.
If serious or repeated conduct makes it unsafe to continue, the facts should be documented, the client notified in writing and the appropriate measures assessed under the contract and applicable law. Not every disagreement justifies termination.
During the celebration
We aim to address incidents with the least possible disruption. When feasible and safe, the team will work with the client or their designated representative.
- Service disagreements: the relevant team member will review what was contracted and seek a solution.
- Aggressive behavior by an individual: we will ask for it to stop and, if necessary, request that the person leave. A guest’s conduct does not automatically mean ending the entire celebration.
- Immediate danger: activities may be suspended as necessary to protect people and assistance requested from the authorities, without a prior warning.
- Inability to continue safely: a serious or repeated breach may lead to the appropriate contractual and legal measures, including termination when justified.
Staff will seek to avoid confrontation and document the facts through reports, witness accounts and other lawful means while respecting privacy. Measures should be proportionate to the seriousness and scope of the incident.
What happens to payments?
A safety measure does not, by itself, mean that the client forfeits all payments. If an incident results in termination, the financial consequences must be assessed under the contract and applicable law, considering services actually provided, legally applicable charges and penalties, and substantiated damage. The same item will not be charged twice.
This policy does not release Jardín Allegra from responsibility for breaches attributable to it. Consumer rights and complaint mechanisms remain in effect.
Respect is a mutual commitment
The Jardín Allegra team must also treat clients and guests respectfully. Please report inappropriate conduct by a team member so it can be reviewed. Making a complaint does not condition the services you have contracted.
Equal treatment and safety
All couples are welcome, including same-sex couples, with the same packages and attention. We do not discriminate on the basis of origin, nationality, religion, sexual orientation, gender identity, disability or any other legally protected characteristic. Safety measures are based on specific conduct and substantiated risks, never on those characteristics or on the exercise of consumer rights. Accessibility requests will be addressed in accordance with applicable law.
Contact us
Email info@allegra55.com or call 55-8531-8601, including your contract reference and a description of the facts. In an emergency or immediate danger, contact emergency services.
This article explains our approach to service and safety. It does not, by itself, amend your contract or replace rights and procedures under applicable Mexican law.
Frequently asked questions
Can I make a complaint without my event being canceled?
Yes. Raising a concern, requesting performance of the contract or contacting an authority does not, by itself, constitute aggression or grounds for canceling your event. Share your contract reference and the facts with Sales or General Management.
What happens if a guest assaults or threatens staff during the event?
We will seek to stop the behavior and, if necessary, ask the person to leave. Their conduct does not automatically mean ending the entire celebration. In immediate danger, activities may be suspended as necessary and assistance requested from the authorities. Measures and financial consequences are assessed under the contract and applicable law, without automatic forfeiture of all payments.