Terms and Conditions

Reservations

  1. Mezzanine requires a 50% non-refundable deposit to secure the reservation.
  2. Confirmation is subject to receipt of deposit with in two days of receiving our Reservation Confirmation email.
  3. Paying a deposit confirms you have read the information below and agree to Mezzanine’s Terms and Conditions.
  4. If you do not agree to our Terms and Conditions please contact us before making a deposit.
  5. The remaining balance of the hotel reservation is due prior to or on arrival. (Please see payment options below)

Cancellation Policy

  1. Deposits are non-refundable.   Once your reservation is confirmed and deposit received, no refunds can be issued.  We strongly recommend you take out travel insurance that covers trip cancellation or flight cancellation.
  2. You must notify us 30 days prior to your arrival date of any changes to your reservation.  Changes are subject to availability. 
  3. If there is no availability, a credit will be issued which is valid for one year from cancellation date.  Credits can only be used for Hotel Reservation (not hotel services) and can used by family or friends provided we have written authorization from you.
  4. Cancellations or reductions of the reservations made less than 30 days prior to reservation arrival date will result in full deposit being forfeited and a credit will not be issued.
  5. There are no refunds or credits issued for early checkouts.
  6. In the event that a Tropical Storm warning or Hurricane warning is ‘issued’ for the Riviera Maya, by the Mexican Authorities, and Mezzanine has to ‘close’, we will refund your deposit (if you have not checked in) or refund the unused balance of your reservation via PayPal.  We DO NOT issue refunds for flight cancellations.

Very Important Information

  1. We now accept Master Card and Visa at Mezzanine.  We do not accept American Express at this time.  The system we have installed is wireless and as with phone and internet service along the coast, can drop out from time to time.
  2. There is a 5% surcharge on all credit card transactions
  3. If you would like to pay for your room charges with your credit card when checking out, we strongly recommend you so do the day before check out.  This will allow you time to go into Tulum to use one of the ATM machines with out effecting the time you have allowed to meet flight schedules, should the system be down
  4. NOTE:  The ATM in Tulum Pueblo which have a withdrawal limit of $3000 pesos (approximately $300 USD)
  5. Mezzanine is one of the few businesses along the coast that accepts credit cards.  We advise that you do bring some cash or travellers cheques with you when you visit this area. 
  6. Mezzanine Payment Options:
    • Visa and Master Card – a 5% surcharge applies (we do not accept American Express at this time)
    • PayPal – a 3.5% surcharge applies (does not apply for specified deposit amount)
    • Travellers Checks, Euro, US dollars or Mexican Pesos
  7. PLEASE NOTE:  We are NOT able to take your credit card details over the phone. 
  8. All deposits for reservations must be paid via our web site using PayPal.

Additional Information

  1. Check In: 2pm. Check Out: 11am.  We can store your luggage should you arrive/depart outside these hours.
  2. Please notify us if you are scheduled to arrive after 4pm.
  3. Every Friday night we host Fiesta En La Playa.  We have International and Local DJ’s playing House Music between 10pm and 2.30am.  You can hear the music from the hotel rooms and we do encourage our guests to take part in the party.
  4. Mezzanine has a ‘No Children Under the age of 16 years’ policy.
  5. Pets are not permitted at Mezzanine.
  6. Due to power limitations, we do not encourage the use of hairdryers or other such appliances that require a high power source.