Reservation & payment
Your card is authorized (held) for the full stay total at booking, on Loco Luxury's payment account — Loco Luxury is the host and merchant of record; SEVA Tulum (VALHALL, S. de R.L. de C.V.) acts as booking agent and as your concierge. The card is charged only when Loco Luxury confirms your reservation — usually within hours, always within 48 hours. If the host cannot confirm, the hold is released in full and no charge is made. A booking exists only upon written confirmation.
Cancellation (Loco Luxury)
- Full refund — Full refund minus a 5% credit card processing fee for cancellations made within 48 hours of booking, if the check-in date is at least 14 days away.
- Partial refund (50%) — Cancellations made at least 60 days before check-in — If 100% of the booking amount has been paid, 50% will be refunded.
- Partial refund (50%) — Cancellations made at least 60 days before check-in — If 50% deposit has been paid, no refund will be issued, but no further payment will be required.
- No refund — Cancellations made within 60 days of check-in.
- Transaction fees (5% for Crypto and Card payments) are non-refundable under all circumstances.
Security deposit
Any security deposit is set and handled by Loco Luxury under their terms, before check-in. You remain responsible for damages caused by your party.
House rules (Loco Luxury)
- Please follow the designated check-in and check-out times specified by the host. Late check-outs or early arrivals may result in additional charges.
- Properties in our portfolio may provide a variety of services during your stay, such as gardening, pool maintenance, and housekeeping. Please note that staff may access the property as needed, and their arrival times may vary.
- Noise: Please keep noise to a reasonable level after 10:00 PM to respect other guests and neighbors.
Guests & Day Passes: Each villa has a maximum sleeping capacity. Additional daytime guests require a Day Pass at $75 USD per person, per day. Day Passes do not include overnight stays.
Events & Gatherings: All events, parties, or gatherings that exceed the villa’s sleeping capacity must be disclosed in advance. These require prior management approval, a signed Event Contract.
Outside Services: The use of professional sound equipment or third-party vendors must also be pre-approved by management.
Non-Compliance: Failure to follow these rules may result in additional charges, denied entry for unregistered guests, or event cancellation.
- Please respect the property during your stay. Guests will be responsible for any damages to the property, furnishings, or amenities. Please note that damaged or stained linens and towels will incur additional charges for repair or replacement.
Indoor smoking is strictly prohibited. A penalty of USD$500 per contaminated room will be enforced. Please use the provided ashtrays for disposing of cigarette butts outdoors.
In the event of broken glass in the pool, the cost of draining and cleaning will be the responsibility of the client.
Prior management approval is required for pets and additional cleaning fees apply.
Zero-tolerance policy for drug use or possession inside the villa or on the property.
Damages or disturbances may lead to eviction and additional charges.
- Please remember to turn off the air conditioning units and lights when leaving the property to conserve energy and contribute to a sustainable environment.
- Staff may check for rule compliance. Non-compliance may lead to warnings or, in severe cases, eviction without refund.
- Violations may result in termination of the stay without refund.
Assumption of risk & liability
Use of pools, terraces and all villa facilities is entirely at your own risk, including for children, who must be supervised at all times. To the fullest extent permitted by law, SEVA, Loco Luxury, the property owner and their staff and agents are not liable for personal injury, illness, death, loss, theft or damage occurring at or around the villa, however arising. You indemnify and hold harmless SEVA, Loco Luxury and the owner against any claims by members of your party or your visitors.
Events beyond our control
No refund or compensation is due for circumstances beyond reasonable control, including weather, hurricanes, sargassum, utility or internet interruptions, construction noise, governmental actions or other force majeure. Travel insurance is strongly recommended.
Third-party services
Concierge services (chefs, transfers, spa, excursions and similar) are provided by independent third parties under their own terms; SEVA acts solely as coordinator and accepts no liability for their acts or omissions.
General
These terms are governed by the laws of Quintana Roo, Mexico; exclusive venue lies with the courts of Quintana Roo. If any provision is unenforceable, the remainder stands. Accepting these terms at checkout constitutes your electronic signature for your entire party.
