Terms and conditions
Reservation Policy :
- Please be sure to read our policy before booking. Your reservation implies that you accept our general sales policies (reservation, payment, cancellation, liability, force majeure and rules).
- Any changes to your reservation are subject to availability and changes in apartment rates.
- Check-in time after 3:00 pm.
- Check-out time before 12:00 pm.
- On certain dates, there are minimum lengths of stay.
- Rates subject to change without notice.
- Early check-in and late check-out are available upon request. Depending on availability but very often this is not possible because the reservations follow each other. If it is possible, we will offer it to you…try your luck by asking us.
- No refund will apply when the passenger leaves earlier than the period originally reserved and prepaid.
- The original name of the reservation cannot be changed.
- Only the number of guests confirmed in your reservation may sleep or spend time in the apartment or property.
Payment Policy :
All prices are quoted in Mexican pesos (MXN) and include VAT (16%) and lodging tax (3%).
You can pay only with a credit card Visa or Mastercard or with your Paypal account :
- If your arrival is more than 30 days away, we will ask you for a deposit of 50% of the total amount.
- The balance will be requested 15 days before your arrival (we will send you a request for payment).
- If your arrival is in less than 30 days, full payment of your reservation will be required.
In both cases, our reservation system calculates automatically.
Once your reservation has been successfully completed, a confirmation email will be sent summarizing your reservation. Please review this information carefully and contact us immediately at kikitulummexico@gmail.com if you have any questions or require any changes.
If you do not receive confirmation of your reservation within 24 hours of making your reservation, please contact us.
Cancellation Policy :
- In order for a cancellation to be valid, you must request it in writing and we must confirm the cancellation in writing. Cancellations made by phone are not valid.
- If you plan to change the date of your trip, the apartment rates will be adjusted according to seasonal rates and availability.
- If you do not plan to change the date of your trip, you may receive a full refund if you cancel within 48 hours of booking and at least 14 full days before the local check-in time. After 48 hours, you are only entitled to a 50% refund regardless of how far the check-in date is.
- You will also receive a 50% refund of the accommodation fees if you cancel a reservation at least 7 days before check-in. If you cancel a reservation fewer than 14 days in advance, you will be not eligible for any refund.
- No refund will apply if you decide to leaves earlier than the period originally reserved and prepaid.
- In case of no-show, 100% of the reservation will be charged.
Responsibility and force majeure :
Kiki Tulum, the owners, and its employees or suppliers cannot be held responsible for any damages caused mentally or physically as a result of events beyond their control, or in connection with :
- Airline or ground company delays or cancellations.
- Bad weather, storms and hurricanes or any other type of natural disaster, disease, epidemics or pandemics.
- Government/political actions, events or situations or acts of war or terrorism.
- Power, internet or water outages due to weather conditions, construction in Tulum or Aldea Zama, resulting in loss of use.
- Personal health problems or personal situations that may affect travel plans.
- Loss, theft or damage of personal items at any stage of your trip.
- Lack of travel documents, visas, passports, health certificates if required. We are not responsible for advertising travel and entry requirements.
- Any accident causing injury at any stage of your trip. All hospitalization, transportation and medical expenses are the responsibility of the guest.
- Our policies are subject to change at our discretion due to circumstances beyond our control.
Property rules :
- Respect the privacy and resting times of the neighbors and keep noise down from 10:00 pm.
- Please turn off AC and fans when you’re not in the apartment.
- Please keep windows closed while the AC is on.
- Our towels are only for the pool and bath, please do not use them outside the property (beach, cenote…etc) or to remove makeup or to clean dirty items.
- Pets are not allowed.
- No drugs.