CANCELLATION POLICY

Given the current uncertain environment, we have updated our cancellation policy to give you the upmost flexibility. All reservations made until November 31st 2020 are bound to a FLEXIBLE free cancelation until 7 days in advance.

CANCELLATION, PAYMENT, AND MINIMUM STAY POLICY
We are a very small “Boutique” property with only 20 Suites, meaning we are exclusive, have a unique architectural Mexican concept and above all, we provide a personalised service. Because of this, we need certainty with our reservations in order to be able to provide the quality service expected. When you make a reservation you are actually blocking dates on our system that will no longer be available to other potential guests. Therefore, being respectful to you and fair to us, when making a reservation you are accepting our STRICT cancellation policy as follows:


CANCELLATION POLICY:
  • 100% refundable until 60 days before arrival date.
  • 50% refundable between 31 to 60 days before arrival date
  • 0% refundable less than 30 days

PAYMENT PROCEDURE:
  • 50% will be charged to your credit card automatically upon making your reservation
  • 50% remaining balance due will be charged automatically 30 days before arrival date
  • Damage Deposit: Upon arrival a 100 USD will be preauthorized in your credit card and cancelled after check-out inspection

REFUND PROCEDURE:
Please send us a WhatsApp (no phone calls please) to: +52 1 (998) 186-7894 with your Name, Dates Reserved and let us know your instruction to cancel the reservation. Refund will take place only to the same credit card used in the reservation. The refund process takes between 2-10 days approximately to be reflected in your account depending on your bank and country.


OTHER POLICIES:
  • Early departures: Full length of stay will apply (100% of booked room nights will be charged)
  • Only During Christmas & New Year holidays a 7 day minimum stay reservation is required
  • Casa Tortugas reserves the right not to provide exemptions from its cancellation policy for medical matters, inclement weather conditions or any other unforeseen circumstances
  • TERMS & CONDITIONS

    GUEST RULES

    • Check-in time: 15:00 hrs
    • Check-out time: 11:00 hrs
    • Arrivals after 22:00 hrs will be charged a $29 USD late check-in fee
    • Early Check-in subject to availability and not guaranteed
    • Late Check-out is possible ONLY if space is available at 50% of the daily rate
    • Free baggage storage is available until 20:00 hrs
    • Suites, Apartments and common areas are for registered guests ONLY
    • Swimming pool is open until 22:00 hrs
    • Quiet hours is expected after 22:00 hrs
    • Please make sure the entrance gate and wooden door remain closed
    • Beach sand must be rinsed before coming into the property
    • Kids under 12 years old must be always under supervision of an adult
    • Washing & drying machines available with tokens from 8:00 hrs to 20:00 hrs
    • A crib can be provided free of charge upon request
    NOT ALLOWED for security and comfort of our guests:
    • All Suites & Apartments are NON-smoking. $100 USD fine if not respected
    • The use of glass bottles and glass containers in the common areas
    • Parties and events
    • Pets in the property
    • Music in the common areas
    • Hanging clothes on balconies
    • The use of drugs of any kind

    ON-SITE ASSISTANCE:
    Front Desk located at the lobby is open from 8:00 hrs to 20:00 hrs

    TRANSPORTATION SERVICES:
  • Airport Pickup and Drop-off can be arranged with 24 hrs anticipation
  • Price: $50 USD (1 - 4 persons) + $12 USD per extra person
  • If interested, contact us via WhatsApp to +52 1 (998) 186-7894 (text only)

  • TOURS & ACTIVITIES:
  • Tours & Excursions can be arranged before or upon arrival
  • Chichen-Itza, Tulum, Cenotes, Xcaret & Xplor are some of our most sold tours