TERMS AND CONDITIONS
ROOM RESERVATIONS: If you need assistance in booking a different room type or if there are changes in the number of people during the confirmed stay, please contact our Group Reservations Department by calling 1 800 789 45 92 or emailing groupsbookings@thefiveshotels.com . Specify that you want to book For Michelle & Matt.
SECURITY DEPOSIT: A deposit equivalent to one night of the room. This deposit will serve as a guarantee and will be processed at the time of booking. Any modification or cancellation of the reservation is subject to our current cancellation policy. If you need clarification or additional assistance, please do not hesitate to contact our team at groupsbookings@thefiveshotels.com.
CANCELATIONS:
- If the cancelation is received between the booking date and February 26 th ,2025, the deposit is refundable.
- If the cancelation is received between February 27th, 2025 and March 28 st ,2025 a one-night penalty fee will be applied.
- If the cancellation is received between March 29 th and April 27 th, 2025 a one-night penalty fee will be applied.
- If the cancellation is received between April 28 th, 2025 and the arrival date full payment penalty fee will be applied.
SECURITY DEPOSIT POLICY: All reservations must present a credit card at check-in for the hotel to retain a security deposit (cash deposits are not accepted). The security deposit is USD $100 per room per night, with a maximum of USD $300 per reservation. This deposit will be used to cover any additional services and unforeseen expenses during your stay. The unused amount will be released upon check-out.
MINOR POLICY: The age of the minor will be considered at the time of their arrival at the hotel.
NO-SHOW POLICY: In the case of a no-show or early departure, the hotel will charge the total amount of the stay as initially booked.
ENVIRONMENTAL SANITATION TAX: According to regulations in the State of Quintana Roo, all rooms are subject to an environmental sanitation tax of USD $2 per night. This tax is paid upon arrival and is subject to change without prior notice.
ROUNDTRIP AIRPORT TRANSFER: For an extra cost, roundtrip airport transfers (Airport-Hotel-Airport) are available. If you wish to book the service, please contact experiences@thefiveshotels.com one week before your arrival.”