Reservation Policy


  1. A 50% deposit of the total room cost including taxes is required to secure your reservation. Once the booking has been processed, you will receive a Reservation Confirmation email that outlines a summary of your booking. Please review the information carefully and contact us if you have any questions or require any changes. This email will also include important information that we urge you to read to ensure your travel to Tulum is issue free.
  2. Please review our Cancellation Policy below. Securing your reservation with a credit card means you accept the terms of our Cancellation Policy.
  3. The remaining balance of your total room cost including taxes is due on check in at the hotel. Our hotel accepts cash (Mexican Pesos, US Dollars and Euros), and credit card (Visa & Master Card). Traveler’s checks are not accepted.
  4. We require a three-night minimum booking for holiday reservations during the Christmas and New Years holiday period (December 23 – January 3).
  5. Children under the age of 16 years are not permitted to stay in the hotel.
  6. Pets are not permitted in the hotel and restaurant.
  7. We ask that all of our guests purchase Travel Insurance, which is generally inexpensive, but can really save a lot of emotional distress if an unforeseen event occurs.



Cancellations made 45 days or more prior to arrival date, a $100 usd cancellation fee applies.
Cancellations made between 44 and 16 days prior to arrival date, a one-night penalty applies.
Cancellations made 15 days or less prior to arrival date, no refund of the deposit.

There are no refunds or credits issued for early checkouts.

Please note: Bank fees will apply

**Subtotal may include but not limited to Chef’s Table bookings, spa treatments, spa products, special guest requests,etc.

  1. All refunds are payable by PayPal. We are NOT able to issue refunds directly to a credit card or by bank transfer.
  2. We do not issue refunds or credits for flight cancellations, due to any circumstances. Please take out Travel Insurance to protect against flight cancellations.
  3. 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. If there is no availability, a credit will be issued.  There are no refunds or credits issued for reservation changes within 30 days of the arrival date that reduce the number of nights stayed.
  4. There are no refunds or credits issued for early checkouts.
  5. There are no refunds or credits issued due to bad weather, tropical storms or hurricanes; including any inconvenience or complication caused by a hurricane’s direct hit, near miss, or significant threat of a hurricane strike.  Hurricanes are unpredictable by nature. Please take out Travel Insurance to protect against these and other types of unforeseen events.
  6. Mezzanine is not liable for any other costs, evacuation or inconveniences caused by a tropical storm or hurricane or other catastrophic event.
  7. All credits issued are valid for one year from the original cancellation date. A credit can only be used for hotel reservations (not hotel services).
  8. Please remember that deposits are non-refundable for reservations made for Holiday season, with stay dates included the following date range: Dec 23 and Jan 6. 



Mezzanine and its employees shall not liable for any damages caused mentally or physically as a result of, or in connection with:

  1. Any delays or cancellations. In the event of a traveler becoming ill during a vacation, or having to cut their vacation short, all hospital and medical expenses are the traveler’s responsibility.
  2. Monetary crises, social unrest, political or labor problems, economic changes, electrical outages due to weather, mechanical maintenance or construction difficulties, for any claims, losses, damages, costs, expenses, delays or loss of enjoyment, of any nature or kind whatsoever resulting from events beyond our or a supplier’s reasonable control, including but not limited to acts of Nature (hurricanes, mudslides, earthquakes), flight cancellations or changes, strikes, labor disputes, lockouts, threats or acts of terrorism, acts of war or declared war, hurricanes or weather conditions, diseases or epidemics/pandemics, novel or unexpected conditions and local laws.
  3. Absence of travel documents, visas, passports, health certificates where required. Mezzanine is not responsible for advisement of travel and entry requirements.
  4. Loss of items that are not secured in the hotel safe, or for losses incurred when rooms are not locked. Please take out travel insurance.
  5. Mezzanine shall not liable for any damages caused mentally or physically as a result of, or in connection with the change or cancellation on any of the services, activities, menus, schedules, special  promotions advertised or promoted by any means.