Policy and Cancellation
1. OCCUPANCY
The occupancy capacity of the accommodation is strictly determined according to the number of sleeping arrangements available, based on two (2) people per bed AND one (1) person per sofa bed.
For reference:
- - A studio without a sofa bed can accommodate a maximum of two (2) people.
- - A studio with a sofa bed can accommodate a maximum of three (3) people.
Any additional person must be previously authorized in writing by the agency.
A fee of five hundred and fifty pesos (550 MXN) per day, per additional person, may be applied.
The agency reserves the right to refuse any occupancy deemed excessive, inappropriate, or unsafe according to the configuration of the accommodation.
In the event of non-compliance with the maximum authorized capacity, the agency may proceed with the immediate termination of the stay, without refund, with full loss of the security deposit and all amounts paid.
2. LENGTH OF STAY
The rental dates are fixed, firm, and non-modifiable without the written authorization of the agency.
The tenant undertakes to vacate the accommodation on the date and at the time provided for in the contract.
The accommodation must be returned in a condition similar to that observed upon entry, except for normal wear and tear related to reasonable use.
Any early departure does not entitle the tenant to any refund.
3. PAYMENT, SECURITY DEPOSIT, AND FINANCIAL CONDITIONS
3.1 Security Deposit
A security deposit is required for every reservation in order to cover:
damage to the accommodation, additional cleaning fees, excessive consumption, and any breach of the terms of the contract.
The amounts are as follows:
Reservation under 19,999 MXN: deposit of 6,000 MXN
Reservation over 20,000 MXN: deposit of 8,000 MXN
The security deposit must be paid at the time of reservation in order to confirm it.
3.2 Payment – Stays of 1 to 31 Days
At the time of reservation, the tenant must pay:
- the security deposit
- fifty percent (50%) of the total rental amount
- The remaining balance must be paid in full no later than thirty (30) days before the arrival date.
If this payment is not made within the required timeframe, the agency reserves the right to cancel the reservation without refund of the amounts already paid.
3.3 Payment – Stays of 32 Days to 3 Months
At the time of reservation, the tenant must pay:
- the security deposit
- fifty percent (50%) of the total rental amount
The remaining balance must be paid in full on the day of arrival before the keys are handed over.
3.4 Payment – Stays of More Than 3 Months
At the time of reservation, the tenant must pay:
- the security deposit
- the first month’s rent
- The second month of rent must be paid on the day of arrival.
Thereafter, the tenant undertakes to pay the monthly rent on the first (1st) day of each month.
3.5 Late Payment
Any late payment will result in a penalty of five hundred pesos (500 MXN) per day, for a maximum of ten (10) days.
After this period, the agency reserves the right to:
suspend access to the accommodation or terminate the contract immediately, without refund.
3.6 Refund of the Security Deposit
The security deposit will be refunded within a maximum period of thirty (30) days after the end of the stay.
This refund is conditional upon:
the absence of damage, compliance with the contract, and full payment of all fees. Any amount owed may be deducted from the security deposit.
4. CANCELLATION POLICY
Low and Mid Season (May to September)
Any cancellation made less than three (3) months before the arrival date will result in the loss of the security deposit.
A refund of fifty percent (50%) of the rental amount may be granted only in the event of:
- serious illness
- death in the immediate family
Official proof will be required.
Exceptional Cases
In the event of a natural disaster, border closure, or a situation beyond the tenant’s control, a full refund may be granted.
High Season (October to April)
All amounts paid in connection with a reservation made during high season are non-refundable.
No cancellation, modification, or reduction of the stay gives entitlement to a refund, regardless of the time of the request.
An exception may, however, be granted in the event of a major, unforeseeable situation beyond the tenant’s control (e.g., serious hospitalization, death of an immediate family member). In such a case, a request must be submitted in writing and accompanied by official supporting documents.
Each request will be reviewed on a case-by-case basis, and the agency reserves the right to accept or refuse the refund, in whole or in part. Administrative fees may apply.
5. USE OF THE ACCOMMODATION
The accommodation is intended for residential use only.
It is strictly prohibited:
to organize parties or events, to make excessive noise, to consume or store drugs, to smoke indoors, to sublet, and to have pets without authorization.
Visitors are authorized during the day only. Any overnight stay must be authorized.
The tenant must respect quiet hours between 10:00 p.m. and 8:00 a.m.
It is strictly prohibited to throw toilet paper or any other object into the toilets. All waste must be placed in the bins provided for this purpose.
Any plumbing issue caused by failure to comply with this rule will be fully charged to the tenant.
6. MODIFICATIONS
No modification to the reservation or the unit may be made without the written authorization of the agency.
7. SERVICES AND CONSUMPTION
Short and Medium Stay (1 to 30 nights)
Water and internet are included.
Electricity consumption of 10 kWh per day is included.
Any excess consumption will be charged as follows:
1 to 399 kWh: 4.50 MXN
400 to 799 kWh: 5.50 MXN
800+ kWh: 6.50 MXN
Long Stay (More Than 1 Month)
Only internet is included.
Electricity, water, and gas are the tenant’s responsibility.
8. CONDITION OF THE PROPERTY
The tenant must maintain the accommodation in good condition.
For stays of more than one month, monthly cleaning is mandatory and at the tenant’s expense.
9. TERMINATION
The contract may be terminated immediately without refund in the event of:
non-payment, damage, parties, drugs, disturbances, subletting, and/or, without limitation, failure to comply with condominium rules.
10. DAMAGES
The tenant is fully responsible for any damage caused to the accommodation, furniture, equipment, accessories, or any other component of the unit during the stay, whether caused by the tenant, their guests, or any person authorized to access the accommodation.
Any damage observed after the tenant’s departure will be presumed to have been caused during the rental period, unless proven otherwise.
The costs of repair, specialized cleaning, or replacement will be fully borne by the tenant and will be billed according to the actual cost, including labor, travel, and management fees, if applicable.
In the event of major damage rendering the accommodation unusable, the agency reserves the right to terminate the stay immediately, without refund.
11. JURISDICTION
This contract is governed by the applicable laws of the State of Quintana Roo, Mexico.
In the event of a dispute, the parties agree that the competent courts of the judicial district of Solidaridad, Quintana Roo, shall have exclusive jurisdiction to hear and decide any dispute relating to the interpretation, execution, or application of this contract.
The tenant expressly acknowledges and accepts this jurisdiction, waiving any other jurisdiction that might otherwise apply.
12. CANCELLATION BY THE AGENCY
In the exceptional event that the agency is unable to honor a reservation, for any reason whatsoever, including in particular a major breakdown, a structural problem, an emergency situation, a case of force majeure, or any other circumstance beyond its control, it undertakes to inform the tenant as soon as possible.
The agency undertakes, in the first instance, to offer the tenant alternative accommodation of equivalent or superior quality, subject to availability.
If the proposed accommodation is of a lower category, a rate reduction may be applied.
If no relocation solution is available, the agency will proceed with a full refund of the amounts paid by the tenant for the reservation concerned.
Depending on the circumstances and notice periods, additional compensation may be considered, without this constituting an obligation.
The agency may under no circumstances be held responsible for indirect expenses incurred by the tenant, including in particular transportation costs, activity costs, or costs related to reorganizing the stay.
13. INTERRUPTION OF SERVICES
In the event of an interruption of an essential service such as electricity, water, hot water, internet, or any other service related to the accommodation, no refund, compensation, or claim may be required before a period of forty-eight (48) hours when the issue originates from the condominium or the internal installations of the accommodation.
In the event that the interruption is caused by an external factor beyond the agency’s control, including in particular:
a general power outage, a municipal water cut, public works, failure of service providers, a natural disaster, and/or any other situation beyond the agency’s control.
No refund, compensation, or cancellation may be required by the tenant, regardless of the duration of the interruption.
However, the agency undertakes to take the necessary steps as soon as possible in order to restore the services or minimize the impacts for the tenant.
14. CHECK-IN / CHECK-OUT
Check-in: 3:00 p.m.
Check-out: 11:00 a.m.
Late check-out subject to approval, with possible fees.
15. CLEANING
When leaving the property, the tenant must:
- take out the trash
- wash the dishes
- place dirty towels in the shower
- turn off the lights
- lock the door
- Place the key in the lockbox provided for this purpose.
Fees may apply if these instructions are not followed.
16. IDENTIFICATION
The main tenant must obligatorily provide, before or at the time of reservation, a copy of a valid passport as well as a second official photo ID.
These documents are required in order to confirm the tenant’s identity and to comply with the building’s security and management requirements.
For long-term stays, the tenant must also provide the full contact information of a reference person, including their full name, telephone number, and, if needed, address. This person may be contacted in the event of an emergency or exceptional situation.
The agency reserves the right to refuse a reservation or deny access to the accommodation if the required documents are not provided or are deemed non-compliant.
17. ACCESS
In order to ensure the security of the accommodation, the occupants, and the building, the agency reserves the right to access the unit in certain situations.
In the event of an emergency, including in particular a water leak, fire, electrical issue, major breakdown, or any situation that may cause damage, the agency may access the accommodation at any time and without prior notice.
For any non-urgent intervention, including maintenance work, necessary repairs, or inspections, the agency undertakes to inform the tenant in advance within a reasonable timeframe.
The tenant undertakes to allow access to the accommodation in these situations and to cooperate with the agency in order to facilitate the necessary interventions.
No abuse of this right of access will be made, and any intervention will be carried out with respect for the tenant’s privacy.
18. SECURITY
In order to ensure the safety of the occupants, the accommodation, and the building, surveillance systems may be installed in the condominium’s common areas, including in particular entrances, parking areas, hallways, and common spaces.
No camera or recording device is installed inside the units or in private areas.
The tenant acknowledges that these devices are used exclusively for security and prevention purposes, in accordance with the condominium rules and applicable laws.
The tenant undertakes to comply with the security rules in force in the building, including controlled access, internal regulations, and any instructions communicated by the agency or administration.
Any attempt to disable, damage, or interfere with security equipment may result in sanctions, including immediate termination of the stay without refund.
19. KEYS
The tenant is responsible for the keys, access cards, remote controls, or any other device allowing access to the accommodation throughout the entire duration of the stay.
It is strictly prohibited to copy, lend, share, or reproduce the keys or access devices without the agency’s prior written authorization.
In the event of loss, theft, or failure to return the keys or access devices, replacement fees of five hundred pesos (500 MXN) will be charged to the tenant.
Should the agency need to travel in order to provide new access, in particular outside normal business hours (that is, on weekdays during office hours), additional travel and service fees may be charged to the tenant.
The tenant undertakes to return all access devices provided at the time of departure. Any failure to do so may result in additional fees.
20. ACCEPTANCE
Any reservation made with the agency, whether by signature, payment, written confirmation, or use of the accommodation, constitutes full, complete, and unconditional acceptance of this rental policy as well as all the conditions set forth herein.
The tenant acknowledges having read all clauses before confirming the reservation and undertakes to comply with them throughout the entire duration of the stay.
The tenant is also responsible for ensuring that all persons occupying the accommodation, including guests, comply with these conditions.
In the event of non-compliance with any of the clauses, the agency reserves the right to apply fees, suspend the stay, or proceed with the immediate termination of the contract, without refund.
21. FORCE MAJEURE
The agency shall not be held responsible for the non-performance or delay in the performance of its obligations when such non-performance results from an event of force majeure.
The following are considered cases of force majeure, without limitation:
- natural disasters (hurricanes, storms, floods, earthquakes)
- fires
- widespread outages of electricity, water, or public services
- government decisions, border closures, or travel restrictions
- social conflicts, strikes, or unstable political situations
- any other unforeseeable, irresistible situation beyond the agency’s control
In such circumstances, no refund, compensation, or indemnity may be claimed by the tenant for any inconvenience suffered.
However, the agency undertakes to make reasonable efforts to propose alternative solutions, when possible, including postponement of the stay or the proposal of another accommodation, without this constituting an obligation.
22. INCLUSIONS
When reserving an accommodation, the following items are provided to the tenant at the beginning of the stay:
One (1) bath towel per person
One (1) beach towel per person
One (1) face towel per person
Two (2) rolls of toilet paper per bathroom
Two (2) garbage bags per trash bin
Basic cleaning products (depending on the availability of the unit)
One set of sheets and blankets per bed
These supplies are provided as an initial provision only in order to facilitate the tenant’s installation in the accommodation.
Sheets and blankets are provided for each bed; however, no change, replacement, or linen service is included during the stay, except upon specific request and subject to applicable billing.
No automatic replenishment is included during the stay.
Any additional need, including without limitation towels, sheets, blankets, toilet paper, garbage bags, or household products, may be provided upon request but will be charged to the tenant.
The tenant acknowledges that the service offered is a residential rental service and not a hotel service. Consequently, no daily service or automatic replacement of linen, towels, or other supplies is included.
Any excessive or abnormal use of the supplies may result in additional fees.
23. CONDITION OF SUPPLIES
The tenant is required to use the equipment, bedding, towels, and all supplies made available in a normal, reasonable manner and in accordance with their intended use.
Any deterioration, abusive or negligent use, including in particular significant stains (blood, makeup, oil, self-tanning products, or any other substance), burns, tears, or irreversible damage to sheets, towels, blankets, or any other item provided, may result in specialized cleaning or replacement fees.
When the items cannot be restored to an acceptable condition, they will be considered damaged and must be replaced at the tenant’s expense.
The applicable fees will be determined according to the actual cost of cleaning or replacing the item, including management fees if applicable.
The tenant acknowledges that certain stains, in particular those caused by blood or chemical products, may be permanent and require the complete replacement of the items.
24. POOL MAINTENANCE
For properties with a pool, maintenance service is provided at the owner’s expense at a rate of two (2) visits per week.
This maintenance is scheduled in advance and carried out by personnel under the responsibility of the agency.
A schedule is generally established, but it may be subject to change depending on operational constraints. In such a case, the agency undertakes to notify the tenant.
The tenant undertakes to allow access to the property to the personnel responsible for pool maintenance at the scheduled or communicated times, even in the event of a schedule change.
No refusal of access will be accepted, and no refund or compensation may be claimed in connection with these interventions necessary for the maintenance of the pool.
25. RENTAL CONDITIONS
Any reservation and/or occupancy of the accommodation implies the automatic and unconditional acceptance of all these conditions, which are deemed to have been read, understood, and approved by the tenant.