Cancellation Policy
Transparent policies for peace of mind
We understand that plans can change. Our cancellation policy is designed to be fair to both our guests and our property. Please review the details below.
7+ days
before check-in
100% Refund
Full refund of the total booking amount
3-6 days
before check-in
50% Refund
Half of the total booking amount refunded
< 72 hours
before check-in
0% Refund
No refund - full charge applies
How to Cancel
- Email us at reservations@haciendatuktulum.com with your confirmation number
- Call us at +17788888327 during business hours (8 AM - 8 PM EST)
- Include your full name, confirmation number, and desired cancellation date
Special Periods
Holiday Season (Dec 20 - Jan 5)
14-day cancellation policy applies
Full refund if cancelled 14+ days before check-in
Easter Week
14-day cancellation policy applies
Full refund if cancelled 14+ days before check-in
Peak Season (Nov - Apr)
Standard 7-day policy applies
As per standard cancellation tiers
No-Show Policy
Guests who do not arrive on their scheduled check-in date without prior cancellation will be charged the full amount of their reservation. No refunds will be issued for no-shows.
Modifications
Date modifications are subject to availability and may result in rate changes. Modifications made within the cancellation window may be treated as cancellations and re-bookings. Contact us directly to discuss modification options.
Refund Processing
Approved refunds will be processed back to the original payment method within 5-10 business days. The timing of when the refund appears in your account depends on your bank or credit card issuer. Refund amounts are calculated based on the cancellation date and time in Eastern Standard Time (EST).