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 Alexis May & Robert Reid.
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.
BALANCE PAYMENT: Full payment is due on Monday, march 30, 2026.
CANCELLATIONS:
- Till the date of Wednesday, February 11, 2026, the deposit is 100% refundable.
- Till the date of Thursday, February 12, 2026 If this cancellation exceeds the 40% reduction in the group agreement, a one-night penalty will apply.
- Till the date of Saturday March 14, 2026 If this cancellation exceeds the 30% reduction in the group agreement, a one-night penalty will apply.
- Till the date of Monday, april 13, 2026 If this cancellation exceeds the 20% reduction in the group agreement, a one-night penalty will apply.
- No reductions are allowed after Monday, april 13, 2026, (60 days before the arrival of the group). Any reduction or cancellation made during this period will result in full penalty.
Note: For further information about the cancellation policies please contact us at groupsbookings@thefiveshotels.com.
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.”