El Pez Reservation and Cancellation Policies

Reservation Policies:

  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 immediately 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. Deposits are non refundable. Please read our Cancellation Policy below.
  4. The remaining balance of your total room cost including taxes is due on check in at the hotel. El Pez accepts cash (Mexican Pesos, US Dollars and Euros), and credit card (Visa and Master Card). Traveler’s checks are no longer accepted at El Pez. Please note a 5% service fee will be added if you choose to pay with credit card.
    Alternatively you may pay your hotel room balance via bank wire transfer prior to your arrival. Please contact us at reservations@tulumhotelpez.com if you would like us to send you bank account details and wire transfer instructions. Payments must be received no less than one week prior to your arrival date. Please ensure you confirm your payment with us via email.
  5. 5. We require a six-night minimum booking for holiday reservations during the Christmas and New Years holiday period (December 22 – January 5) and a three-night minimum booking during the Easter holiday period.
  6. Pets are not permitted at El Pez.
  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. We recommend your travel insurance will cover you for airline flight and accommodation cancellation especially during the hurricane season. We also recommend you are covered for accident, illness, medical evacuation and theft.

Cancellation Policy:

Our Cancellation Policy is quite different from other large city hotel chains, but common to our region. Most of our bookings are made 60 – 90 days in advance. This means if you cancel as little as 30 days prior to your arrival date, it is not likely we would be able to re-book the room to another guest and in a low key, undeveloped place like Tulum, there are few last minute walk-in guests. For this, we urge you to take out Travel Insurance.

  1. Securing a reservation with your credit card means you accept the terms and conditions of our Cancellation Policy.
  2. Once your reservation has been confirmed, no refunds can be made, unless we are able to re-book your room (please see below).
  3. Cancellations of reservations made less than 30 days to the reservation arrival date will forfeit your deposit.
  4. For cancellations made greater than 30 days prior to the reservation arrival date, a credit will be issued. Alternatively, if we can rebook your room, we will refund a partial, or up to the full deposit amount, depending on the discounted rate offered, if any, to refill the room, less any fee incurred by PayPal. Such refunds are payable only via PayPal.
  5. We do not issue refunds or credits for flight cancellations, due to any circumstances. Please take out Travel Insurance to protect against flight cancellations.
  6. 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.
  7. There are no refunds or credits issued for early checkouts.
  8. 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 types of unforeseen events.
  9. El Pez is not liable for any other costs, evacuation or inconveniences caused by a tropical storm or hurricane.
  10. All credits issued are valid for one year from the original check in date. A credit can only be used for El Pez hotel reservations (not hotel services) and is not transferable to any other hotels. A credit can be transferred to another person provided we have written authorization from you.

El Pez 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 God (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. El Pez 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.