Terms and Conditions
Cancellation Policy
Free cancellation is available up to 30 days prior to the check-in date.
Reservation Policy
To secure the villa, full payment is required upon booking.
Once payment is completed, our Reservations Desk will request the following information to comply with banking regulations and ensure fraud prevention measures. Please provide this information within 48 hours of booking to prevent any cancellations. These documents are essential for facilitating access to the property.
- Credit card holder’s ID.
- Credit card holder’s signature on the attached authorization form, matching the provided identification.
- Photograph of the credit card used for the transaction, displaying only the last four digits.
Damage Deposit
As a standard practice in the hospitality industry, we request a damage deposit to be secured prior to your arrival.
- We will charge the card on file a few days before your check-in date.
- Alternatively, if you prefer to use a different card, we can provide an online payment link for your convenience.
- This measure assures the property owner that the villa will be returned in good condition.
The deposit amount varies depending on the size of the villa, ranging from $400 USD to $1,600 USD. We will provide the exact amount upon confirmation of your booking.
Please note:
- This deposit is mandatory for access to the property.
- Failure to pay may result in the inability to provide access codes.
We appreciate your cooperation and understanding.
Liability & Force Majeure
We cannot be held responsible for events beyond our control, including but not limited to:
- Transport delays or cancellations from airlines or other modes of transport.
- Inclement weather, storms/hurricanes, natural disasters, diseases, epidemics, or pandemics.
- Government or political actions, events, or situations, including acts of war or terrorism.
- Electrical outages (including Wi‑Fi service) due to weather, maintenance, or construction issues.
- Personal health issues or situations affecting travel plans.
- Loss, theft, or damage of personal items during your trip.
- Missing travel documents, visas, passports, or required health certificates.
- Accidents or injuries during your trip (all related expenses are the guest’s responsibility).
Our policies are subject to change at our discretion based on circumstances beyond our control.
Travel Insurance
We strongly recommend that all guests obtain comprehensive travel insurance. Policies vary, so please review your coverage carefully to ensure it includes unexpected changes outside our terms and conditions.
Disclaimer (Important Information About Life in Tulum)
1. Harmony with Nature
Respect Nature, Be Respected
- Avoid littering.
- Respect wildlife in their natural habitat.
- Conserve energy — turn off lights and AC when not in use.
- Ensure AC units are off when leaving the premises.
2. Construction Updates
Evolving Tulum
- Typical hours: 9 am to 5 pm (Mon–Sat), sometimes 8 am to 6 pm.
- Noise may occur during these hours. While we strive to ensure a peaceful stay, construction is beyond our control.
3. Fauna Encounters
Wildlife Abounds
- Do not harm wildlife.
- Notify us if you encounter any animals — we’ll ensure they are safely returned to nature.
- Store food securely indoors to avoid attracting animals or insects.
4. Essential Services & Amenities
Infrastructure Awareness
- Basic services like electricity, water, and internet may experience interruptions due to weather or maintenance.
- Our team will assist promptly if such issues occur.
Amenities Update Frequent guest use may occasionally affect amenities. These are normal occurrences — our Concierge Team will address them swiftly.
5. Pool, Plunge Pool & Jacuzzi
Pool Care Our maintenance team ensures pool quality; however, conditions may vary at check-in due to weather or natural debris. Any issues will be promptly attended to.
6. Listing Pictures
Property Updates Occasionally, updates or repairs may result in minor differences from listing photos. We always maintain our high standards and guest experience. Feel free to contact us with any pre-arrival questions.
7. Weather & Hurricanes
Natural Occurrences Quintana Roo is prone to hurricanes and heavy rains. We recommend comprehensive travel insurance to cover cancellations related to weather events.
8. Navigating Tulum
Growing Town
- Some streets may be unpaved or have similar names.
- Our Concierge Team will provide precise directions and check-in details via instant messaging on your arrival day.
We are committed to assisting you throughout your stay.
9. Humid Climate
Tulum’s Natural Environment Expect high humidity, especially during the wet season. Local materials like Chuukum stucco naturally adapt to these conditions. This is part of Tulum’s authentic tropical charm.
10. Tulum Parties
Vibrant Atmosphere Tulum hosts a diverse mix of visitors, and parties are common, particularly during holidays. While parties are prohibited at the villa, we cannot control external events. If outside noise affects your rest, we’ll assist where possible — though such events are beyond our control.
Welcome to Tulum!
We’re delighted to host you on this unforgettable journey and are committed to ensuring your stay is nothing short of extraordinary.