Gracias for choosing La Zebra! We’re honored to welcome you to our beachside casa where vibrant Mexican culture, flavors, and hospitality come together. Before finalizing your booking, please take a moment to review our policies—we’ve designed them to be as fair and flexible as possible, while helping our small boutique hotel run smoothly for all our guests.

 

Flexible Rates

We know that travel plans can change—life happens. That’s why we created our Flexible Rate, so you can book your stay with peace of mind. With this rate, you can modify or cancel your booking up to 14 days before your arrival and receive a full refund of your deposit.

We believe in flexibility, but as a boutique hotel with limited rooms, last-minute cancellations can be difficult to rebook. This policy helps us balance fairness for all guests while protecting the guest experience.

Here’s how it works:

  • Deposit: 50% of the total stay (including taxes) is charged at the time of booking.
  • Final Payment: The remaining 50% is paid at check-in and becomes non-refundable.
  • Cancellations/Changes:
    • Up to 14 days before check-in: full refund of the deposit.
    • Within 14 days: we’ll offer you a credit for a future stay, valid for 12 months, equal to your deposit.

 

Non-Refundable Rates

If you already have your travel plans set, our Non-Refundable Rate offers you the best available price to lock in your favorite room and dates.

  • 100% of the stay (including taxes) is charged when you book.
  • This rate is non-refundable and non-modifiable.

That said, we always try to be fair. So we offer:

  • One date change, allowed up to 30 days before check-in, subject to availability and rate differences.

 

Holiday Season (Dec 20 – Jan 3)

La Zebra is extra festive during the holidays—and often fully booked! To ensure the best experience for all guests:

Minimum Stay: 3 nights
Deposit: 100% of your stay is charged at booking
Cancellation & Changes: Cancel or change up to 45 days before check-in: Full refund of deposit.


General Hotel Policies

  • Pets: Unfortunately we cannot accept pets in the hotel or restaurant. 
  • Changes: Booking modifications are subject to availability and rate adjustments.
  • No Shows / Early Departures: Non-refundable.
  • Service Charge: A 3.5% service charge will be added to your room total. This is shared with our amazing back-of-house team, who work behind the scenes to make your stay magical.

 

Liability & Force Majeure

While we do everything we can to make your experience unforgettable, there are events beyond our control and we cannot be held responsible for. These may include:

  • Travel delays or cancellations
  • Natural disasters, pandemics, or government restrictions
  • Power outages, WiFi interruptions, or urgent maintenance
  • Personal health issues or incomplete travel documents

In the event of a forced closure, we will gladly transfer your reservation to another Colibri Boutique Hotel in Tulum, based on availability.

For extra peace of mind, we highly recommend travel insurance.