House rules manual

This is the Villa Tzabcan house rules manual. Failure to respect the following points may result in penalties such as the loss of the deposit and/or cancellation of the reservation without the right to a refund. 

Safety boxes are available on the property, and we strongly advise guests to store all valuable items, including but not limited to documents, passports, cash, and jewelry, in the safety boxes. Please ensure that all access points are locked when exiting the villa, during check-in you will be able to set up your own pin number for the safe boxes, meaning, no one else will have access to them.
Neither the company, the property, nor the staff will be responsible for the loss of any valuables. If lost items are found, shipping costs will be covered by the guest.

Check-out time is at 11:00 a.m. The day before your check-out, our team will inquire about your departure time to ensure a seamless and hassle-free check-out process. If you require a late check-out, we kindly request that you request it in advance and that it be approved by our concierge team. Late check-out is subject to availability and may incur an additional fee. Check-in time is at 4:00 pm. Before your check-in, our team will inquire about your arrival time to ensure that we are ready to welcome you to the property. If you require an early check-in, we kindly request that you request it in advance and that it be approved by our concierge team. Early check-in is subject to availability and may incur an additional fee. If the early check-in is not available there is always the chance to leave your luggage at the villa with the help of our concierge team, we do not hold responsibility for any items left at the villa before 4 pm.

Parties are strictly prohibited on the premises. Small gatherings are allowed with prior approval from the concierge team. All guests will receive the code to access the villa. This code is for their personal use only, and no one beyond the guests staying at the villa will be permitted to use it. Guests and their visitors must behave respectfully towards our neighbors, vendor team, and concierge staff. Guests are permitted to host a maximum of four visitors during their stay. Only guests registered on the reservation will be allowed to stay overnight at the property. To add a new guest who can stay overnight on the property and does not exceed the maximum capacity of the property, you may request it for an additional fee. The villa is situated in a residential area, and therefore excessive noise is not welcome at any time. We strictly prohibit excessive noise after 10:00 p.m., and violators may receive a warning, a visit from the local police, and eventually be evicted from the property should the noise persist.

CLEANING AND MAINTENANCE                                                                                                                                                                                                                                                            The guest should allow our maintenance and cleaning staff access when it’s scheduled. All staff members will wear the company uniform, and guests should not grant access to anyone who does not have a uniform. In case of receiving courtesy cleanings, the host will provide general cleaning of the kitchen, bathrooms, bedrooms, and common areas. Bed linens and towels are changed every third day.

BED LINENS AND TOWELS                                                                                                                                                                                                                                                                     Bed linens and towels are changed every third day. The towels are for exclusive use inside the villa and cannot be carried elsewhere. If there is a lack of towels at the end of the stay, they will be charged. Any towels or linens stained with dye, bronzer, or any other product that cannot be removed by cleaning will result in additional charges. It is forbidden to go to bed or sit on interior furniture with suntan lotions, oils, bronzer, or makeup on your body. Additionally, please avoid using bath towels to remove these products from your body, as this can permanently stain fabrics and sheets. Any damage resulting from these actions may result in additional charges for replacement

Septic tanks cannot handle constant paper build up. Please assist us by not putting any toilet paper directly into the toilet, instead place it in the trash can available next to it. Failure to comply may result in an additional fee of USD $50 if plumbing services are needed. Please note, should this matter occur outside of normal working hours, it will only be addressed the following day.

Guests must report any damage discovered or caused during their stay at the villa. Any damage, whether caused, discovered or newly occurring, that is not reported to the owner may result in a fee being charged to the guest as compensation for repair or replacement of the damage. Personal governance and an expectation of safe, respectful behavior are the sole responsibility of each guest staying in the villa. Any damage to the villa is the responsibility of the individual signing this document. The owners and villa staff retain no responsibility or liability for any injury or serious harm resulting from the use or misuse of the villa or the pool.

Smoking inside the villa is not permitted under any circumstances. Any guest found smoking inside the villa will be charged a penalty of USD $500 for cleaning and deodorizing the villa. To accommodate guests who wish to smoke, we have provided ashtrays outside the villa. Cigarette bursts and damage to furniture and property will be charged. Close the glass sliding doors while smoking to prevent smoke from entering the villa.

For the safety of all guests, it is strictly prohibited to dive into the pool or run near the pool area. Children under the age of 12 must be accompanied by an adult at all times when using the pool. Do not use the pool while under the influence of alcohol or drugs. The property will not be held responsible for any injuries sustained while using the pool facilities. There is no lifeguard on duty and all guests swim at their own risk. To maintain a clean and safe pool, please shower before entering the pool and do not throw any litter in the pool area. Litter can choke the pipelines and drainage systems of the swimming pool.

Guests are not allowed to bring any type of animal onto the property. If any guest is found with a pet or animal, they will be asked to leave the premises immediately and may be subject to additional fees. We understand that some guests may have service animals necessary for their daily routines. In such cases, we ask guests to inform us of their service animals before booking their stay. We reserve the right to request documentation verifying the animal’s status as a service animal. Please note that the no-pet policy is strictly enforced to maintain the cleanliness and hygiene of the villa. Any damages caused by a pet or animal will be the guest’s sole responsibility and may result in additional fees.

We welcome families with children to stay at our properties. However, we kindly remind guests that they will be fully responsible for the safety or damage to the property caused by any minors who accompany them during their stay. We also request that all guests be respectful of our neighbors and avoid causing any inconvenience to them.

It is the responsibility of the guest to be mindful of their energy consumption during their stay at the villa. Please turn off all lights, air conditioners, fans, and electronic devices when they are not necessary. To conserve energy and reduce our carbon footprint, guests are not allowed to leave the air conditioning on when they are not in the house. DECORATION We offer decoration services, and our staff knows how to place it accordingly in order to avoid any wall/ceiling/furniture damage. Our prices include the setup service, material & cleaning fee. If you bring your own decoration, there will be a charge of $25-$30 USD for the extra cleaning time, and any additional amount if the house was damaged in the process.

We kindly request that all guests respect our policies and adhere to Mexican laws. The possession and use of drugs and firearms are illegal in Mexico. Failure to comply with the law is grounds for immediate eviction from the property without a refund of unused nights. CHANCE EVENTS Please note that Tulum is a developing town, and there may occasionally be electricity blackouts. We will always do our best to resolve any issues promptly, but some situations may be beyond our control. In the event of severe weather or a catastrophic occurrence, the company reserves the right to access the property without notice to prepare the villa or mitigate any damages that have already occurred or may occur. The company also reserves the right to request that guests vacate the property to ensure their safety, mitigate damages or potential damages, and/or protect the house with barriers or other safety measures deemed necessary. If guests are required to vacate the property at the company’s request, they will be compensated for any unused days resulting directly from the occurrence. The company is not responsible for the loss of power, water, or Wi-Fi signal due to issues with service providers, severe weather, catastrophic events, or maintenance/repairs in the area that are beyond our control. Thank you for your cooperation and adherence to our rules. We hope you have a pleasant stay at our villa.

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