Reservation Policy:
A 100% deposit of the cost of any of our services including taxes is required to secure your reservation with us. Once the booking has been processed, you will receive a confirmation email that outlines a summary of your booking with the services you are requesting and your agenda. Please review the information carefully and contact us immediately if you have any questions or require any changes.
We highly recommend that all of our guests purchase Travel Insurance, which is generally inexpensive, but can really save a lot of financial loss and emotional distress if an unforeseen event occurs. We recommend your travel insurance will cover you for airline flight and accommodation cancellations especially during the hurricane season. We also recommend you are considering coverage for accident, illness, medical evacuation and theft.
Please review our Cancellation Policy below. Securing your reservation with a credit card means you accept the terms of our Cancellation Policy. Please ensure you confirm your payment with us via email.
Cancellation Policy:
Securing a reservation with your deposit means you accept the terms and conditions of our Cancellation Policy. Requests for changes to your reservation must be made in writing via email and confirmed as received to acknowledge and resolve your request.
Please note that we don’t do refunds in any case (you can use your service in future dates) except for tours and transportation and just in case they are cancel on the right time. Even if you cancel one of this service on time, we will charge a 20% for administration fees.
This applies at any case. In case you ask for any change or cancellation prior to arrival date you will receive the option of a CREDIT toward future stays, which is valid for one year from the cancellation date. In the event of a credit, a 5% administration fee on the total of the booking will be applied. All CREDITS are subject to availability.
We do not issue refunds or credits for flight cancellations, due to any circumstances. Please consider taking out Travel Insurance to protect against flight cancellations.
There are no refunds or credits issued due to bad weather, tropical storms or hurricanes or any other situation beyond our control; 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.
No shows will be charged at the full reservation price and the credit option wont apply.
There are no refunds or credits issued for early checkouts.
Liability:
Front Desk and its employees shall not liable for any damages caused mentally or physically as a result of, or in connection with:
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.
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 Nature (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.
Any liability caused by malpractice, accident or error of independent practitioners providing services in our tours, spas, restaurants, weddings, events, or any activity planned by Front Desk.
Absence of travel documents, visas, passports, health certificates where required. Front Desk is not responsible for advisement of travel and entry requirements.
Loss of items during your stay.
Services & Excursions terms & Conditions:
Third-party services and excursions booked directly with the third-party provider and are subject to their own terms & conditions. Front Desk is not liable for any cancellations or changes to third-party service providers.
No shows will be charged at full rate.
Treatments programs, tours & packages are non-refundable, non-transferable and non-exchangeable. You might contact third- party directly.
Payment policies
We accept the following forms of payment:
Credit cards: Visa, American Express, MasterCard, PayPal.
Deposits and Interbank transfers.
Deposits in US account.
We do not accept US checks or bills.
All payments made will incur an extra 16% VAT charge, even when no invoice is required.
Once the customer confirms the service required and approves the corresponding fee, the Front Desk team will proceed to send the invoice along with the required information to make the payment.
It is important to mention that the customer must send the proof of payment beforehand so that we can proceed with the reservation.
The customer will receive a confirmation e-mail with the requested service. Otherwise please contact hello@frotdesk.mx to request it.
Please note that we don’t do refunds in any case (see above).
Credit Card Payment Policies:
If you make your payment via Credit Card, it is necessary to comply with the following requirements:
Fill out and sign the authorization form.
Send a copy of credit card from both sides.
Send copy of ID from both sides.
All payments made from Credit Cards will have an extra charge of 5% commission fee, which is not included in the final price.
PayPal Payment Policies:
All payments made through PayPal will incur an extra charge of 5% commission fee, which is not included in the final price.
All payments made will incur an extra 16% VAT charge, even when no invoice is required.
Payment policies for bank deposits:
All payments made with bank deposits will incur an extra 16% VAT charge, even when no invoice is required.
All foreign transfers to any of our accounts (Mexican pesos or US dollars) must include the additional fee charged by the bank.
Concierge Service policies:
Our main form of contact is via e-mail. Please contact us this way in any case.
Once your itinerary is confirmed and sent via e-mail, changes will not be allowed.
Remember that behind every itinerary there’s a lot of work done beforehand, we will do our best to solve last minute requests.
As a concierge company we are in charge of the reservations and its proper executions. Even so, we will not be responsible of the service and attention provided by our suppliers/third parties. But trust us, only the experts will take care of you.
We have to respect and consider third party policies (tours, restaurants, hotels, etc.). Payment, terms and conditions from third parties are beyond our reach.
Restaurants schedules and occupancy don’t depend on us. Once your table is confirmed, we will not be able to make any modifications.
Our office hours are from Monday to Friday from 10:00 AM to 6:00 PM, Saturday from 10:00 AM to 2:00 PM. Please consider changes or requests within this time. Petitions out of office hours will be responded as soon as possible. In case of emergency please contact us at hello@frontdesk.mx
Restaurants Reservation policies:
The service should be paid in advance in order to proceed with the reservation.
Once the reservation is confirmed, no schedule changes will be allowed. In case of requesting a change, we will do our best, however, we can not guarantee your request because it depends on the restaurant policies and not on us. There will be no refunds in case the table is lost, due to no previous changes were made.
The table will be assigned until the complete group is present at the restaurant at the time requested.
The waiting time does not depend on us. As you know, in Tulum, nobody can book tables except us. That is why someone from our team will always be present to welcome you at the restaurant. Cooking times do not depend on us, so probably there will be a waiting time, however, we guarantee you that the next table available will be yours. This is very important especially during high season. They will receive you, we only ask for your patience please.
IMPORTANT NOTE: please note that our fee is non-refundable and it will not be taken into account for the final balance of your check. Our fee is just for our concierge service. The service of booking your table.
If your table is cancelled due to rain or bad weather there will be no refunds, however, we will do our best to reschedule your table for another occasion.
If there is no availability and we are not able to book your reservation, we would refund your payment discounting a 20% charge for administrative costs.
Remember that in almost every restaurant in Tulum only cash is accepted.
Transportation Policies:
Full payment must be made in advance in order to confirm any service.
Any transport service must be requested within a 3 hours minimum of anticipation.
Departure pick-up will be scheduled 4 hours prior to your flight. Consider a 1.5-2 hour ride from Tulum to the airport (depending on traffic and road conditions). If you request a later pick-up, we cannot guarantee you’ll make it on time.
Any changes or cancellations must be made 24 hours in advance, otherwise we will not be able to make refunds. Even if you cancel with this time, a 20% administration fee will be charged.
In group transfers with different arrival times pick up will be scheduled according to the last flight.
In case of a delayed flight, please consider notifying us within 3 hours minimum of anticipation. If you miss your flight connection; we won’t be able to make a change or refund. Remember that our drivers are on hold for you and your service. We can extend a letter or a receipt so you can make a notification directly to the airline.
For departure services the waiting time will be of 15 minutes. From this time on, we will charge $20 USD per every additional 30 minutes. If the waiting time affects the following scheduled service, transfer will be cancelled and there will be no refund.
In case you want to make a stop along the way, the cost per extra hour will be of $20USD.
In the services of 12 and 24 hours, the extra hour will cost $70USD.
Compensations will be made only when there is an error from our part.
We are not responsible for forgotten items inside the vans. However, we want to help customers reunite with lost items whenever possible. If an item is lost, we recommend to immediately contact customer service at hello@frontdesk.mx
Smoking is prohibited in our vans. The fine will be of $100 USD.
Pets are permitted with advance reservations. Pets less than 25 pounds may be held in a lap carrier. All pets must be properly secured within the carrier at all times.
Our office hours are from Monday to Friday from 10:00 AM to 6:00 PM, Saturday from 10:00 AM to 2:00 PM. Please consider changes or requests within this time. Petitions out of office hours will be responded as soon as possible. In case of emergency please contact us at hello@frontdesk.mx
Note: Front Desk does not accept any responsibility in any way for missed flights for whatever reason like: traffic delays, accidents, breakdowns, severe weather conditions, road blocks caused by social movements, security forces deployments or any unforeseen circumstances. Equally, we are not responsible further than what our own insurance covers for any damages on luggage caused by accidents, extreme climate conditions or by accidental opening of the luggage compartment.We advise passengers to plan to arrive at the airport 2 hours prior to flight departure to allow for possible unpredicted delays en route to the airport. Front Desk will not take responsibility for any passengers missing their flight if two hours check in time was not allowed.
Any damage caused to our vehicles during any rental periods will be covered by the client. Except airport-hotel-airport transfers.
Front Desk will be not held responsible of the damages that our vehicles may suffer for misuse, being this, the repair cost will be covered complete by the client.
Tours Policies:
In order to book a tour, payment must be made in advance.
If the tour is not paid in advance it will not be confirmed.
The tour cannot be paid the same day.
Any change or cancellation must be made 48 hours prior the booked date, otherwise there will be no refund.
Even if you cancelled your tour on time, we will charge a 20% for administration fees.
There will be a 15 minutes waiting time, after that there will be an extra charge of $20USD for every half hour that the group is late.
We have to respect and consider the tour company policies. Payment, terms and conditions from third parties are beyond our reach.
Policies for Property Renting:
All reservations must be paid in full advance before arrival.
To make any reservation, a 50% deposit is required and the other 50% must be paid 10 days before the arrival.
The cancellation policy depends on each house and they don’t depend on us at all.
Wedding Policies:
In order to initiate the process of searching for location and suppliers it is necessary to have read and signed our policies and contract beforehand and also to have made the full payment of the Wedding Planner’s fee.
All wedding policies are detailed in our contract.