Reservation Policies

La Zebra Reservation and Cancellation Policies

Reservation Policies:

1. Web Booking: A 50% deposit for room costs plus taxes is required to confirm your reservation. Once the booking has been made through the web site you will receive a Reservation Confirmation email that is automatically generated with a summary of your booking. Please review it carefully. We will also send you an email with more information about your stay with us.
2. Non-Refundable Deposit: The deposit paid is non-refundable. Please see Cancellation Policies below for more details.
3. Policies Confirmation: Making the booking through the web site and paying the deposit confirms that you have read and agree to La Zebra’s reservation and cancellation policies.
4. Payment of Balance: The balance of payment for room plus taxes will be due on check-in at the hotel. La Zebra accepts cash and credit card (Visa and Mastercard only) payments on site. Traveler's checks are no longer being accepted. Please note that a 5% service fee will be added if you chose to pay with credit card. Alternatively, you may pay your hotel room balance in full by bank transfer before you arrive. Contact us at lazebrahotel@gmail.com if you would like us to send you our Bank Account details and wiring instructions. Payment must be received at least one week before your arrival. Please be sure to confirm via email after making your final payment.
5. Holiday Reservations: There is a 3 night minimum for Holiday Reservations during US Thanksgiving, Christmas, New Year and Easter.
6. Pets: no pets are permitted at the hotel

Travel Insurance:

We ask that all of our guests purchase Travel Insurance which is generally inexpensive but can really save a lot of emotional distress if an unforeseen event occurs. You should make sure that your Travel Insurance will cover you for Airline flight and accommodation cancellation due to Hurricanes or other situations where flights are mandatorily cancelled. Of course you should also get coverage for Accident/ Illness, Medical Evacuation, Theft, and Cancellation.

Cancellation Policy

Our Cancellation Policy is quite different to large city hotel chains. Most of our bookings are made 60 to 90 days in advance. This means that if you cancel within say 30 days of your arrival date it is not likely that we can sell the room to other guests, and in a low key, undeveloped place like Tulum there are few last minute walk-in guests. This explains the basis of our Cancellation Policy, and also why we urge you to take out Travel Insurance.

1. There will be no refunds or credits issued for cancellations for Holiday Reservations, which include U.S. Thanksgiving, Christmas, New Year, and Easter.
2. We do not issue refunds for flight cancellations, due to any circumstances.
3. There are no refunds or credits issued for early checkouts, or reservation changes within 30 days of arrival that reduce nights stayed.
4. Cancellations of reservations:

• If made less than 30 days prior to the reservation arrival date your full deposit will be forfeited.
• If made greater than 30 days prior to the reservation arrival date, we will offer you a full credit to rebook at another time within one year from the reservation arrival date. If we can rebook the room for you then we can offer as an alternative a refund of 80% of the deposit, less bank charges and credit card fees.
• We do allow you to transfer your reservations to other friends or families. You need to let us know as soon as possible if there is a name change on the booking.

1. Any changes to your reservation must be made online through our website at least 30 days prior to your arrival. All changes are subject to availability.
2. Credits can only be used for La Zebra Hotel Room Reservations (not hotel services) and is not transferable to any other hotels. As mentioned above, Credit can be used by friends or family provided we have written authorization from you.
3. There are no refunds issued due to bad weather or hurricanes; including any inconvenience or complication caused by a hurricane's direct hit, near miss, or significant threat of a hurricane strike. Hurricanes are by nature unpredictable and an act of God. Please take out Travel Insurance for these types of unforeseen events.
4. In the event that a Tropical Storm or Hurricane warning is 'issued' for the Riviera Maya and La Zebra is notified that it must evacuate its guests, we will issue you with a credit (equal to your paid deposit if you have not checked in) equal to the unused balance of your reservation. This credit will be valid for up to one year starting from the confirmed cancellation date. The credit will be issued by us even if you do claim back from your Travel insurance Company.

La Zebra is not liable for any damages caused mentally or physically as a result of, or in connection with:

1. Any delays or cancellation due to illness, flight cancellations, etc. 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 and said traveler
2. Monetary crises, social unrest, political, 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 God (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.
3. Absence of travel documents, visas, passports, health certificates where required. La Zebra is not responsible for advisement of travel and entry requirements.
4. 4. Loss of items that are not secured in the hotel safe, or for losses incurred when rooms are not locked.

All clients are strongly urged to take out adequate insurance coverage to protect themselves against cancellation due to illness, flight cancellations, etc. 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 and said traveler(s) shall not be entitled to any refund either total or partial. La Zebra and its employees shall not be liable 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 God, flight cancellations or changes, strikes, labor disputes, lockouts, threats or acts of terrorism, acts of war or declared war, hurricanes or weather conditions.

Additional Information: .

Most businesses in Maya Riviera do not accept credit cards, so please bring ample cash or travelers checks. There are ATMs in the Tulum Pueblo which charge a minimum transaction fee and have a daily withdrawal limit (currently about $3000 pesos; approximately $300 USD). It is a good idea to notify your bank and credit card companies that you will be traveling and using your credit cards abroad to avoid having your cards blocked by your bank for fraud prevention during your vacation.

Check in time is 3pm: We will do our best to have your room ready as early as possible and will store your luggage for you until your room is ready for check-in. Please send us information about your flight one week before your arrival so we can anticipate your check-in time. The reception is open from 8 am until 11 pm. If you will be arriving later we will leave the key with the night watchman or you can inquire in the restaurant which stays open until 11pm

Sundays at La Zebra: Join the Tulum crowd and feast on our house specialties of banana leaf wrapped pit roast lamb and pulled pork tacos. Then let the sounds of our resident Salsa band wash over you and get you into the Caribbean swing of things down on the beach deck. Dinner reservations recommended from 6pm, with the live music from 8pm to 12pm every Sunday. If you are seeking a quiet atmosphere, La Zebra is best avoided on Sundays as music can be heard from the party until midnight.

TO BETTER ASSIST YOU: For questions regarding your upcoming visit please feel free to contact us at lazebrahotel@gmail.com