HOTEL POLICIES

 

GENERAL

Encantada Tulum (from here named as the "Hotel") is a property operated by LAVOP S.A. de C.V.

The general terms and conditions herein together with the privacy policy, bookings & cancellations policy, fee schedule & hotel schedule, and add-ons available on the hotel website and the booking confirmation issued by the hotel confirming your booking ("booking confirmation") shall constitute a legally binding contract between you and the hotel and shall be further supplemented by the internal rules and regulations that apply specifically to the hotel where you have booked your stay.

In these terms and conditions, the words "we" or "us" means hotel and its employees, officers, agents, suppliers, and vendors, and use of the words "you" or "guest(s)/guest(s)" means any and all persons for whom a hotel room is booked.

The guest(s) hereby confirms that he is the owner of the registered credit card(s) left as a guarantee in their reservation and authorize us to charge all the costs of rooms, additional services, consumption, food & beverage, damages, incidentals, deposits and penalties related to their reservation(s) before, during and after your stay.

DEPOSIT POLICY

Depending on the selected rate during the booking process, a deposit fee will be collected according to the conditions indicated in their policies.

By completing this booking request, you certify that you are the cardholder and authorize us to charge your credit card automatically with the amount due at that time. All non-refundable rates will be collected in full upon booking. In case of having problems to make this balance on your credit card, we will contact you by email to request updated information of your payment method.

You understand that any non-refundable rates and special reservations mentioned in the hotel cancellation policy are charged in full on the date the reservation is made and can’t be modified or canceled.

A pre-authorization amount of $100 USD per night will be held on your credit card upon check-in as a guarantee for any incidentals during your stay, it will be released within 24 hours after check-out.

BOOKINGS

Bookings may be made online at encantada.com, through online and offline travel agencies, through our call centers, or directly at the hotel.

All prices are quoted in US dollars and do not include 21% hospitality taxes.

The hotel accepts payment from Visa, Mastercard, and American Express credit/debit cards. The available payment options are displayed during the booking process on our hotel website. Payment by check is not accepted.

Once your booking has been successfully completed, a booking confirmation will be issued with reference to each room booked and sent to the email address provided in your booking reservation. You must produce your booking confirmation(s) upon check-in at the hotel, together with your original valid photo identification document (national registration identity card, passport, driver's license, or other identification card or document as the hotel may require).

If you do not receive your booking confirmation(s) within twenty-four (24) hours from the time of booking, please contact us via the hotel website, by phone, or by email. The 'guest' named in the booking confirmation must be the person staying at the hotel otherwise we reserve the right to cancel the booking.

At all times during the booking process, you will be advised to ensure the accuracy of your booking details (guest details, stay dates, room types, room rates, number of guest(s), add-ons). The hotel will not be responsible or liable for errors in booking details. Bookings are accepted subject to room availability

The only valid booking sources are the links provided on our active website www.encantada.com and our official OTA profiles (please verify first with our Reservations Department at reservations@encantada.com). Any other booking source is invalid and the hotel will keep the right to refuse any reservation coming from these sites. Also, the hotel will not be responsible for any damage caused by a booking created by these unauthorized sources.

GROUP BOOKINGS

Group Booking Policy: Our standard reservation and cancellation policy is applicable for bookings of up to 3 rooms. However, if a single group reserves more than 3 rooms, our group policies will be enforced. These policies protect our business from potential cancellations and ensure an optimal experience for our guests. Non-compliance with the group reservation terms may result in reservation cancellation. A reservation of 7 or 8 rooms is considered a buyout and requires a special contract. Separate rates and policies apply to buyouts, and they are exempt from the following policies.

Group Deposit Policy: For group bookings of 4 rooms, a deposit equal to the total amount of the reservation will be collected 30 days prior to the arrival date. For group bookings of 5 rooms, a deposit equal to the total amount of the reservation will be collected 60 days prior to the arrival date. For reservations of 6 rooms, a 50% deposit is required, with the remaining balance due 30 days before the arrival date.

Group Cancellation Policy: Cancellations for group bookings of 4 rooms are allowed free of charge if requested before 30 days from the arrival date. Cancellations made 30 days or less before arrival will incur a charge of 100% of the reservation amount. Cancellations for group bookings of 5 rooms are allowed free of charge if requested before 60 days from the arrival date. Cancellations made 60 days or less before arrival will incur a charge of 100% of the reservation amount. For group bookings of 6 rooms, cancellations made between the booking date and before 30 days prior to arrival will incur a 50% cancellation fee. Cancellations made 30 days or less prior to arrival will be subject to a 100% cancellation fee for the entire reservation amount.

NON-REFUNDABLE RATES

Do not allow for changes or cancellations at any time. The total cost for all room nights including taxes (16% VAT and 5% hospitality taxes) will be charged directly after your reservation is made.

PACKAGES

All bookings and promotions made for packages are non-refundable. The full amount is billed at the time of booking on your credit card.

ROOM RATES

Room rates shown on the hotel website are charged on a per room per night basis. Meals and add-ons are not included. Room rates do not include service tax, service charge, VAT, or other similar charges or taxes subject to the requirements of the country or location where the hotel is located. These will be charged in USD, independently then where the hotel is located

RESTRICTIONS

We strictly enforce a no-smoking policy throughout all designated hotel guest rooms, (including private patios and balconies) as well as public spaces.

A $200 USD deep cleaning fee will apply to any guest for smoking in rooms or on patios/balconies that are designated non-smoking. Additionally, failure to comply with this policy entitles us to terminate your booking and stay at the hotel at our sole discretion, and you must leave the hotel immediately without compensation or reimbursement.

You shall be liable for any costs, loss, or damage incurred by the hotel, including without limitation any loss or damage to the hotel room, premises, or property or incurred by hotel guests or third party, arising from your failure to comply with this policy. The hotel also reserves the right to charge you for any such costs, loss, or damage incurred by the hotel or any hotel guests or third party.

You may not bring the following into our hotel:

  • Pillows, bed sheets, duvets, or other items of bedding.

  • Any electrical appliances and/or equipment for heating and/or cooking purposes.

The hotel reserves the right to remove and/or confiscate any of the above items found in any hotel room immediately without notice to you and to charge you for any costs incurred for taking such action or for any loss or damage caused to the hotel room, premises or property or to any hotel guests or third party as a result of your failure to comply with this policy.

The hotel further reserves the right to ask you to leave the hotel and remove your belongings from the room immediately if we shall, in our sole opinion, deem that you have used the hotel room in an irresponsible manner or in a manner that will compromise the safety of, or cause damage and/or harm to the hotel room, the hotel premises, the other hotel guests, our staff or any other persons or the reputation of the hotel, without any compensation and/or any reimbursement to you.

CHILDREN

Due to our small size and intimate atmosphere, we only allow children aged 12 and older in the hotel.

PETS

We love pets almost as much as we love kids, but unfortunately, pets have to stay at home during your visit to Encantada Tulum

HOTEL DRONE POLICY

Operation and use of drones, radio controlled aircraft, or unmanned aerial systems (“Drones”) are prohibited within the boundaries of the Resort, unless conducted for authorized events.  Unauthorized operators may not operate Drones for take-off or landing from Resort property, and may not fly Drones over the immediate airspace above the Resort. This prohibition is intended to apply general commercial filming as well as any recreational users or hobbyists. Special events at the Resort may utilize Drones to film during authorized event activities provided the filming location and hours correspond the special event.  Drone operators must comply at all times with the regulations under the Federal Aviation Administration, and state and local laws for Drone operations. The Hotel respects and honors the safety and privacy of all guests and staff. Violators are liable for any damages, including but not limited to physical personal injury, property damage, damages for violation of privacy, regulatory fines and legal fees.

CHECK-IN AND CHECK-OUT

Our hotel operates a strict check-in and check-out policy. Minimum age for check-in: Guests must be 18 years or older with a valid photo ID to check-in.

ID requirement: the hotel will accept any government-issued photo ID at the time of check-in, such as a passport or valid driver's license, with a corresponding credit card.

The Credit Card used to purchase the room will have to be produced at the time of check-in. If the card holder is not a member of the travelling party, the travelling member should carry a photo copy of the card used (front and reverse) and a signed letter from the credit card holder authorising the payment for the room as well as a copy of his ID.

Check-in

Booked rooms will be held for check-in until 6:00 am the following day of the scheduled check-in date, after which the booking will be deemed canceled upon no-show and the hotel shall be entitled to release the booked room(s) for the remaining stay dates to other guests. No refunds will be provided for the canceled booking.

A pre-authorization amount of $100 USD per night will be held on your credit card upon check-in as a guarantee for any incidentals during your stay, it will be released within twenty-four (24) hours after check-out.

Early check-in

We invite guests to check in at 3:00 pm—early arrivals are granted upon request, subject to availability. Luggage storage is available.

Check-out

Check-out is at noon. If you check out beyond 1:00 pm, the hotel reserves the right, without further notice to you, to charge you an additional one (1) night's stay at the then prevailing room rate or remove your belongings into the luggage storage facility (luggage storage charges may apply) and deny you further access into the room.

The hotel shall not be liable for any loss or damage to your belongings as a result of the action(s) taken.

Late check-out

Late checkout can be arranged upon request, based on availability. Please contact us to request a late checkout.

CHANGES

The change of guest name on your booking is allowed if made three (3) full days or more before the check-in date.

No changes to stay dates, room category, or duration of stay may be made but you are entitled to cancel the booking and make a new booking with the hotel, subject to availability and to the terms of cancellation below.

CANCELLATIONS

Cancellation policy

We are a small, privately-owned referral driven hotel and have a strict cancellation policy due to this:

  • Depending on the selected rate during the booking process, a penalty fee will apply according to the conditions indicated in their policies.

  • The above conditions do not apply to non-refundable rates. Refunds do not apply for bookings and prepaid packages that are non-refundable and for which the full amount is billed at the time of booking.

  • All cancellations must be done via email to reservations@encantadatulum.com. We do not accept cancellation requests by phone.

  • In case of early departure or no-show, the total amount of your stay will be charged and there will be no refund or credit offered.

  • In case you make any changes to your reservation after the cancellation period or shorten your stay, we will charge the number of nights originally booked.

Please consider the following:

  • In case of early departure, the total amount of your stay will be charged and there will be no refund or credit offered.

  • In case you make any changes to your reservation after the cancellation period or shorten your stay, we will charge the number of nights originally booked.

  • If you book at a certain rate and during the time span between your reservation date and your arrival date the price changes, both parties will respect the rate of the original reservation.

  • We are not responsible or liable for changes or cancellations made that relate to or arise as a result of fire, epidemics, or health risks, technical problems with transport as well as flight delays due to weather or mechanical reasons, closed or congested airports or ports or any unforeseeable or unavoidable events beyond hotel control. We highly recommend to purchase a travel insurance for any inconvenience or emergency that could prevent visiting us as planned.

  • If you booked on a website other than the hotel’s and need to make a change to your reservation please go through the booking agent/website that you made the initial reservation with to request changes.

  • A credit card fee of 10% will be retained from any refund. For refunds through bank transfers will be 5% of the credit card merchant fee + $50 USD as bank charges.

DAMAGE

You are liable for any damage howsoever caused to the allocated room(s) or to the hotel premises or property caused by you or any persons in your party (whether or not staying at the hotel) during your stay.

The hotel reserves the right to retain your credit card and/or debit card details and charge or debit such amounts as it shall in its sole discretion deem fit on the said card(s) to compensate or make good the loss, damage, costs or expenses incurred or suffered by the hotel as a result of the aforesaid.

Regardless, the hotel further reserves the right to commence legal proceedings against you without notice.

RIGHT TO REFUSE ACCOMMODATION

The hotel reserves the right to refuse accommodation to you or any person(s) without any notice and terminate any booking without being liable for any refund or compensation for the following reasons:

  • The booking has been paid through fraudulent means

  • The booking has been altered by anyone other than hotel's authorized agent or has been tampered with, or the booking confirmation has been defaced (in which case the hotel reserves the right to retain such booking documentation)

  • The person checking in is not or cannot prove that he/she is the person named in the booking confirmation

LIMITATION OF LIABILITY

The hotel is responsible for providing the room(s) and add-ons stated in the booking confirmation(s) and according to these terms and conditions. We do not accept any liability for failure to provide the services contracted or any of them due to circumstances beyond our control.

To the extent permitted by law, the hotel does not accept any liability arising out of any occurrences beyond its control including but not limited to: acts of terrorism, natural disasters, flood, war, strikes, riot, theft, delay, cancellation, civil disaster, government regulations or changes in itinerary or schedule (collectively, “force majeure”).

Without affecting any statutory consumer rights or other laws that cannot be lawfully excluded or limited, the hotel will not be liable for loss of any kind whatsoever arising out of, caused by, attributable to, or resulting from your booking, use of the hotel website or stay at the relevant hotel even if caused or contributed to by hotel’s negligence, wrongful act/omission or breach of these terms and conditions or breach of duty or otherwise.

All activities have inherent risks to health and safety, and the hotel will not be responsible for any eventualities related to any activities or services booked through the hotel website or during your stay at the hotel.

The hotel will not be responsible for any loss or damage of property left in the guest's room and/or the hotel property at all times. Guests are advised to obtain insurance to cover curtailment, and loss of luggage, personal effects, damages, personal injury, and money/valuable belongings.

PRIVACY & DATA PROTECTION

The hotel will retain all personal information you provide during booking. By making a booking with us or using the hotel website, you consent to our use and/or disclosure of your personal details to our franchisees, branches, related corporations, associates, subsidiaries, affiliates, assignees, proposed assignees, agents, commercial partners, service providers and/or any other parties engaged by us to enable or assist us in the provision of services or to exercise or enforce our rights hereunder and/or any other party as hotel may, in our sole and absolute discretion, deem necessary for the following purposes:

  • To process your booking and for other administrative purposes

  • To provide you with customer support and services

  • To send you information on products and services, special or promotional offers, newsletters, or customer survey forms and questionnaires. You may unsubscribe from these at any time by clicking on the “unsubscribe link” on the relevant email communications.

We may also be legally obliged to disclose, and you irrevocably consent to our disclosing, your personal information to government and enforcement agencies, regulatory bodies, and public authorities or as may be required by law. This may involve sending your personal information between different countries.

We will use our best endeavors to use your personal information in the manner stated herein and will not otherwise disclose your personal information without your prior written consent.

COOKIES

Hotel uses cookies on our web pages:

  • To maintain your session and required details when you browse the hotel website, during account registration, and during the booking process (session cookie)

  • To collect website usage data for statistical/analytics purposes (analytics cookie)

  • To direct you to the correct landing page based on your geo-location (geo-targeting cookie)

You may instruct your browser, by changing its settings, to stop accepting cookies or to prompt you before accepting a cookie from the websites that you visit. The hotel website will not function properly if cookies setting is disabled.

COPYRIGHT & TRADEMARKS

The hotel website including the booking and other applications, text, graphics, designs, audio and video clips, hotel and destination information, and all other content thereon are the property of the hotel and/or its content suppliers.

You may use the hotel website and its content solely for personal, non-commercial, and private use subject always to applicable copyright laws.

All trademarks, trade names, service marks, and all other marks, whether registered or unregistered, on the hotel website, are owned by or licensed to the hotel and their respective owners and may not be used, reproduced, or modified without the prior written approval of the hotel.

DISCLAIMER

The hotel website, the services provided, and all content thereon are supplied "as is" and "as available". The hotel provides no guarantee regarding the website and content.

You are solely responsible for your use thereof.

While we will make every effort to ensure that the information on the hotel website is accurate and published in good faith. Without affecting any statutory consumer rights that cannot be lawfully excluded or limited, the hotel does not warrant or represent the accuracy of the information displayed and disclaims to the maximum extent permitted by law all warranties expressed or implied by statute, custom, or usage.

The hotel will not be liable for any direct, indirect, consequential, or punitive losses or damage (including without limitation loss of revenue, loss of goodwill, loss of reputation, and loss of, or damage to data), arising from your use of the website.

The hotel website or the use thereof or any services purchased from the hotel website, or any errors, inaccuracies, or omissions in the services or content provided howsoever caused.

The various linked sites on the hotel website allow for further link-up and interaction between guests and the said sites for promotions and other interactive mediums. The inclusion of all website links on our hotel website does not imply endorsement by the hotel of such linked sites, or any other association with their operations. These sites are outside the control of the hotel. We will not be responsible for the content on the linked sites or your use thereof.

GOVERNING LAW

Your contract with hotel is governed by the laws of the country where the hotel you booked your stay with is located and any disputes shall be settled in the courts of that country.

All other matters concerning or relating to the hotel website shall be governed by the laws of Mexico and the Mexican courts shall have jurisdiction therein.

CHANGES TO THESE TERMS & CONDITIONS

The hotel reserves the right to cancel, amend, or vary the arrangements and content featured on the hotel website and/or change, amend, vary, or add to these terms and conditions at any time without prior notice. You will be notified of any changes to these terms and conditions as made available on the hotel website. The terms and conditions hereby outlined may be subject to change.

Conflict between English text and other language text:

If there is any conflict or discrepancy between the English text of these terms and conditions and any translation thereof into any other language, the English text shall prevail.

PRIVACY AND COOKIES

A cookie is a small amount of text sent to your browser by a website you visit. It helps the website to remember information about your visit and other settings, so we can make your next visit easier and more useful to you.

We use cookies for different purposes:

Technical Cookies: We use technical cookies to show you our website, to make them function correctly, and to try to give you an advanced, user-friendly website.

Functional Cookies: We also use these cookies to remember your preferences and help you use our website efficiently.

Analytics Cookies: We use analytics cookies to help us understand how visitors engage with the website. It may use a set of cookies to collect information and report website usage statistics without personally identifying individual visitors. This means we can find out what works best to improve our website.