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RESERVATION & CANCELLATION POLICY

RESERVATION & CANCELLATION POLICY

Please be sure to read our policy before booking.

Payment of the deposit will be taken as confirmation that you have read and will comply with our Reservation & Cancellation Policy.

For all reservations:

  • At Mezzanine we accept guests aged 16 years and above only.
  • Pets are not permitted in the hotel or restaurant.
  • If credit card payment is not an option for you, please contact us at reservations.mezzanine@colibriboutiquehotels.com to discuss alternative payment options.
  • No refunds for no shows, late arrivals or early check outs.
  • Any changes to booking are subject to availability and room rate changes.
  • A service charge of 2.5% of your room rate will be added to your bill to be shared among our back of house staff.

For the following reservations:

Non-Holiday Season (04 January to 19 December)

To secure a reservation:

When booking, we require a 50% deposit of the total stay including taxes.

This 50% deposit is refundable up to 21 days prior to arrival in case of cancellation.

  • If the booking is cancelled 21 days or less prior to arrival, the 50% deposit applies as cancellation fee and cannot be refunded.
  • No changes can be made to the booking after the free cancellation period ends.

When checking in, the remaining value of your entire booking is payable.

From this time, this is non-refundable.

Holiday Season (20 December to 03 January)

Bookings during the holiday season require a minimum stay.

To secure a reservation:

When booking, we require a 50% deposit of the total stay including taxes.

This 50% deposit is refundable up to 30 days prior to arrival in case of cancellation.

  • If the booking is cancelled 30 days or less prior to arrival, the 50% deposit applies as cancellation fee and cannot be refunded.
  • No changes can be made to the booking after the free cancellation period ends.

When checking in, the remaining value of your entire booking is payable.

From this time, this is non-refundable.

Group bookings (3 or more associated rooms)

  • When booking, we require a 50% deposit of the total stay including taxes.
  • This 50% deposit is refundable up to 30 days prior to arrival in case of cancellation.
  • If the booking is cancelled 30 days or less prior to arrival, the 50% deposit applies as cancellation fee and cannot be refunded.
  • No changes can be made to the booking after the free cancellation period ends.
  • When checking in, the remaining value of your entire booking is payable.
  • From this time, this is non-refundable.

Liability and force majeure (out of our control)

Mezzanine, the ownership, or staff, of course cannot be held responsible for events that are outside of our control such as, but not limited to:

  • Transport delays or cancellations from airlines or any type of transport.
  • Bad weather, storms and hurricanes or any type of natural disaster, diseases, epidemics or pandemics.
  • Government/political actions, events or situations or acts of war or terrorism.
  • Electrical outages (including WIFI service) due to weather, mechanical maintenance or construction difficulties, resulting in loss of enjoyment.
  • Personal health issues or personal situations in general which may affect travel plans.
  • Any loss, theft or damage of personal items at any stage of your trip.
  • Absence of travel documents, visas, passports, health certificates where required. We are not responsible for advertisement of travel and entry requirements.
  • Any accident causing injury during any stage of your trip. All hospital, transport and medical expenses are the guest’s responsibility.
  • If for any reason we have to close the hotel you have booked during your chosen dates, your reservation can be transferred to another property of Colibri Boutique Hotels in Tulum, depending on availability.
  • Our policies are subject to change at our discretion based on circumstances outside of our control.

TRAVEL INSURANCE

We highly recommend that all of our guests secure quality Travel Insurance. Not all policies are the same. You should check carefully what is and what is not covered before choosing your cover. Please ensure your policy covers you for any unexpected changes outside of our terms & conditions.