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Payment and rate validity

  • All reservations must be paid in full at the time of booking.
  • The rate offered is valid for 24 hours only.

Guest identification

  • To book, a full photo of your ID is required: INE for Mexican travellers and a passport for international travellers.
  • The same document must be presented in person at check-in.
  • If the identification does not match the primary guest, the hotel reserves the right to refuse the reservation, even if it has already been paid.

Check-in and check-out

  • Check-in from 3:00 pm. Check-out by 12:00 noon.
  • There is a 30-minute grace period at check-out before additional charges apply.
  • If you need a late check-out and stay until 2:00 pm, an additional charge equivalent to 50 % of that day’s room rate will apply.
  • After 2:00 pm, the full amount of one night is charged at that day’s rate.

Changes and cancellations

  • There are no refunds or cancellations if the guest does not show up for check-in.
  • A date change requires 16 business days’ notice, and is subject to availability and to a rate change.
  • If the rate is lower after a date change, the difference is not refunded.
  • There are no refunds or date changes due to weather, hurricanes, flight changes, natural disasters, illness or personal reasons.

Conduct and liability

  • Any inappropriate behaviour towards staff, or that disturbs other guests, is grounds for being asked to leave without a refund. In extreme cases the police will be called.
  • The hotel reserves the right to ask guests to leave if the policies and regulations are not respected.
  • The hotel is not responsible for accidents, theft or loss of belongings, or for damage to third parties.

Use of the pools and jacuzzi

  • The oceanfront pool is open to everyone: children, young people and adults.
  • The jacuzzi on the “Selvamar” rooftop is for guests aged 18 and over only.
  • No food or drinks of any kind are allowed in the pools or jacuzzis.

House rules

  • Smoking is not permitted in enclosed areas — rooms or roofed common areas — nor inside a pool or jacuzzi.
  • Food and drinks that are not sold by the hotel may not be brought onto the beach or into the restaurant.

Charges for loss or damage

  • Towel lost or taken from the hotel: USD 150.
  • Any damage to the property must be paid for in full by the guest before check-out; the amount is calculated from a quote for the damage in question.

Parking

  • Parking is free and subject to availability.

Thank you for your understanding. We hope harmony reigns at Azucar Hotel Tulum and that every traveller and guest has an excellent stay.

Photo credits

The photographs on this page are by third parties and are published under free licences, with the attribution each licence requires.