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Please advise as soon as possible if you wish to cancel your reservation.  Penalty charge will applied based on your prior notice. Additionally, an 8% will be retained in all refunds as an administration fee.  


Refund does not apply for any booking that have used any PROMOCODE to reserve directly on our website and prepaid packages that were informed to be non-refundable and for which full amount is billed at time of booking, or have been requested by guest through a written means to our concierge.


All cancellations must be done via email to We do not accept cancellation request by phone.


Reservations for Peak Season are non-refundable, this includes all reservations with a check in within the following dates> :   December 16th to February 2nd. Specially Christmas & New Years Eve NYE

Holly & Eastern Week -Apri 2nd to April 13th -  BUYOUTS or Groups: For event requests and buyouts, 50% deposit is required to secure reservations with a non-refundable policy. The remaining 50% will still have a free cancellation when done at least 60 days before check in event, except when dates are between December 17th and March 31st. In this case, free cancellation for the remaining 50% should be done 120 days before check in event.


For Standard Rate Policy, Last Minute Deal or Limited Time Offer:

Free cancellation, guest must request it 31 full days prior to check in schedule for flexible reservations, then becomes non-refundable.

If guest cancels less than 31 full days prior to check in schedule, no-show, or wishes to reduce the stay length, the reservation as well as the nights not enjoyable are non-refundable.

If you booked at a promotional or non-refundable rate, your reservation is non-refundable.

All reservations booked directly at using a special PROMOCODE, are Non-Refundable, as clearly informed when the promocode is given through our website.

If guests receive any refund as credit or, offer an opportunity to re-schedule the reservation, this new reservation will be non-refundable regardless of any other policy and will be valid on the following 2 months according to current season rates. In any moment, reservation rates should be lower than the original rate.

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 for mechanical reasons, closed or congested airports or ports or any unforeseeable or unavoidable events beyond Libelula Tulum control.

Any booking that is paid at the Hotel Front Desk and all services prepaid with non-refundable policy are no-refundable.

Right to refuse accommodation

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:

a. The booking has been paid through fraudulent means

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

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




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.

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 hotel as a result of the aforesaid.

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


Changes to these terms & conditions


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.


Governing laws


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.

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