MEZZANINE TULUM | RESERVATION & CANCELLATION POLICY

Reservation Policy

 

When you reserve with us we make the commitment to hold your chosen room just for you for the dates you select, in return for your commitment to pay for the rooms that you reserve in accordance with our reservation policy. Please take the time to read this carefully BEFORE booking. By providing prepayment you are confirming that you have read, understood and will comply with our RESERVATION & CANCELLATION POLICY.

A 100% deposit is required to secure your reservation. Once the booking has been processed, you will receive a confirmation email of your booking. Please review the information carefully and contact us at reservations.mezzanine@colibriboutiquehotels.com if you have any questions or require any changes.

We require a minimum three-night stay during the Christmas and New Year holiday period (December 20th – January 5th)

Pets are not permitted in the hotel or restaurant.

At Mezzanine we accept guests aged 16 years and above only.

We ask that all our guests purchase Travel Insurance, which is generally inexpensive and can really save a lot of emotional and financial distress if an unforeseen event occurs.

If credit card payment is not an option for you, please contact us reservations.mezzanine@colibriboutiquehotels.com to discuss alternative payment options.

 

Cancellation Policy

 

We are closely monitoring the global situation and have relaxed our cancellation policies to help give extra flexibility to our guests at this time.

Up until 2 days before your arrival date:

  • Full credit for your booking will be given if you decide not to travel.
  • Full credit for your booking if we have to close the hotel before your arrival.
  • Credit notes can be redeemed up to 3 years from date of issue, and can be transferred to family and friends for no additional fee.
  • Cancellations or changes made 2 days or less before arrival and no shows are not eligible for credits.
  • After check in your full room account** is non-refundable.
  • Reservations made for the Holiday Season (Dec 20th and Jan 5th included) cancelled at any time are non refundable and will not receive a credit.
  • Any changes to your reservation must be received more than 2 days prior to your arrival and confirmed via email.
  • Any changes are subject to availability.
  • There are no credits issued for late arrivals or early checkouts for any reason.
  • For group bookings (3 or more rooms booked for the same party) cancellation with credit is only available more than 30 days before arrival.
  • As always, Travel Insurance is highly recommended

 

* Bank or transaction fees or exchange rate differences will apply when processing refunds.

** Items on your room account may include but is not limited to spa treatments, spa products, special guest requests, Chef´s Table reservations etc.

 

Force Majeure Events (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 you trip. All hospital and medical expenses are the guests’ responsibility.

If we have to close the hotel you have booked during your chosen dates, your reservation can be transferred to another Colibri Hotel in Tulum, depending on availability.

Our policies are subject to change at our discretion based on circumstances outside of our control.

We highly recommend that all of our guests secure quality travel insurance that will cover them for ANY event which may cause for a change of travel plans or for ANY unfortunate event.