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RESERVATION & CANCELLATION POLICY

Reservation & Cancellation Policy

Thank you for choosing Mezzanine, where style meets serenity on the shores of Tulum. Please review the following policies before confirming your booking.

Flexible Rates

We understand that plans can shift. Our Flexible Rate gives you the freedom to cancel or modify your booking up to 14 days prior to arrival, with a full refund of your deposit.

  • Deposit: 50% of your stay (including taxes) is charged at booking.
  • Final Payment: Due at check-in and non-refundable.
  • Cancellations/Changes:

    • Cancel or change up to 14 days before check-in: full refund of deposit.
    • Within 14 days: deposit becomes non-refundable, but we’ll gladly offer a credit valid for one year.

Non-Refundable Rates

Secure your favorite room and the best rate with our Non-Refundable option. This special rate is charged in full at booking and does not allow changes or cancellations.

However, if something comes up:

  • We allow one date change up to 30 days before check-in, subject to availability and rate differences.

Holiday Season (Dec 20 – Jan 3)

  • Minimum Stay: 3 nights
  • Deposit: 100% of your stay charged at booking
  • Cancellations/Changes: Are not permitted for this extra busy period.

Group Bookings (3+ rooms)

  • Deposit: 50% at booking
  • Cancellation: Refundable up to 30 days prior
  • Final Payment: Due at check-in and non-refundable
  • Changes: Not permitted after cancellation window closes

General Hotel Information

  • Adults Only: Mezzanine is an adults-only property.
  • No Shows / Early Departures: Non-refundable
  • Service Charge: A 3.5% charge is added to your stay and shared with our behind-the-scenes team

While we do everything we can to make your experience unforgettable, there are events beyond our control and we cannot be held responsible for. These may include:

  • Travel delays or cancellations
  • Natural disasters, pandemics, or government restrictions
  • Power outages, WiFi interruptions, or urgent maintenance
  • Personal health issues or incomplete travel documents

In the event of a forced closure, we will gladly transfer your reservation to another Colibri Boutique Hotel in Tulum, based on availability.

For extra peace of mind, we highly recommend travel insurance.

We look forward to welcoming you to Mezzanine soon.