TERMS & CONDITIONS

Reservation Policy

*Rates are in US dollars and do not include taxes of 19% (16% federal, 3% local).

We require a deposit of 50% of the total cost of the apartment, including taxes, to secure your reservation. Payments can be made by credit card (Visa & MasterCard), PayPal, or bank transfer. Please contact us for bank transfer details. Securing your reservation with a credit card means that you accept the terms of our Cancellation Policy. The remaining balance of the total cost of your apartment, including taxes, is due upon arrival at Coco Village at the exchange rate of Coco Boutique Hotels. For the remaining balance, Coco Village accepts cash (Mexican pesos & US dollars.), and credit card (Visa & MasterCard).

Once your reservation has been successfully completed, a confirmation email will be sent that outlines a summary of your booking. Please review this information carefully and contact us immediately at reservations@cocovillagetulum.com if you have any questions or require any changes.

If you do not receive your reservation confirmation(s) within twenty-four (24) hours of making your reservation, please contact us.

You must present your reservation confirmation(s) when you check in.

We highly recommend all our guests the purchase of a Travel Insurance. We recommend that your travel insurance covers flight and accommodation cancellations. We also recommend that you consider coverage for accident, illness, medical evacuation, and theft.

Check-in time is at 15:00. Check-out time is at 12:00. However, if your apartment is available before 15:00 we are happy to check you in immediately. Late check-out requests have to be confirmed by our Reservations Team and are subject to apartment availability.

Pets are not allowed on Coco Village premises.

Coco Village is not an accessible property for guests with disabilities or limited mobility.

Cancellation Policy

We have a strict cancellation policy as we have little or no chance of reselling apartments in case of last minute cancellations. If you wish to make changes in your travel plans, please let us know at your earliest convenience.

All cancellations must be done and confirmed via email: reservations@cocovillagetulum.com. We do not accept cancellation requests by phone.

Cancellations made 14 or more days prior to scheduled arrival date will forfeit the deposit paid. Cancellations made 1-14 days prior to scheduled arrival date will be charged at the full reservation price. For reservations already paid in full, any cancellation request, must be received 30 days prior to the arrival date and the refund will be the 50% of the full payment.

In case of early departure or no show, the total amount of your stay will be charged and there will be no refund or credit offered.

Any changes to your reservation must be received no less than 30 days prior to your original arrival date via email, and changes are subject to availability. In case of rescheduling, room rates will be adjusted according to seasonal rates and new reservations.

There are no refunds or credits issued for bad weather, tropical storms or hurricanes, or any other situation beyond our control. There is no refund for global or local medical alerts and/or federal or civil disruptions. In the event that federal restrictions for travel in and out of Mexico are in effect or the Federal Government issues an evacuation alert for a tropical storm or hurricane, the nights not occupied by the customer due to the event will be refunded.

Christmas/New Year Period: December 20th to January 10th. We require a prepayment of the 100% of the total booking. Reservations for this period are NON REFUNDABLE.

Liability

You will be liable for any costs, losses or damages incurred at Coco Village, including, without limitation, any loss or damage to the apartment, premises or property, or incurred by the other guests or third parties, arising from your failure to comply with this policy.

Coco Village reserves the right to charge you for such costs, losses or damages incurred at the property and/or to any apartment guest and/or third party.

In the event of a traveler becoming ill during their stay or having to reduce their vacation; All hospital and medical expenses are the traveler’s responsibility.

Drugs are strictly prohibited on Coco Village premises and necessary action will be taken with the local authorities.

Coco Village is responsible for providing the apartment(s) and supplements indicated in the reservation confirmation(s) and in accordance with these terms and conditions. We do not accept any liability for failure to provide the contracted services or any of them due to circumstances beyond our control.

To the extent permitted by law, Coco Village does not accept any liability arising from any events beyond its control, including, but not limited to, the following: acts of terrorism, natural disasters, hurricanes and weather conditions, diseases or epidemics/pandemics, floods, threats or acts of terrorism, acts of war or declared war, strikes, riots, theft, delays, cancellations, civil disasters, government regulations or changes in itinerary or timetables (collectively, "force majeure").

Without prejudice to any statutory rights of the consumer or other laws that cannot be legally excluded or limited, Coco Village shall not be liable for any losses of any kind arising, caused, attributed or resulting from your reservation, use of the website or stay at the apartment concerned, even if caused or contributed to by the negligence of the property management, wrongful act or omission or breach of these terms and conditions or failure to perform obligations or otherwise.

All activities have inherent health and safety risks, and the property shall not be liable for any eventuality related to the activities or services booked through the property website or during your stay at Coco Village.

Coco Village will not be responsible for any loss or damage to property left in the guest's room and/or property at any time. Guests are advised to obtain insurance to cover shortening and loss of baggage, personal effects, damage, personal injury and money/value.

Thanks for considering staying with us. You’re now set for a great experience with Coco Boutique Hotels!