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Nest","logo":"/cdn/01KVBX2N9GW8NPTJNMTWNNNQAC/01KXP1R1DR28JAFYZ8MVMXNEPG.webp","logo_dark":null,"show_logo":true,"contact":{"phone":"+52 984 141 5433","email":"reservations@nesttulum.com","address":"Carretera Tulum - Boca Paila Km 9.5, Zona Hotelera, Tulum, Quintana Roo, 77760"},"nav":[{"name":"about","label":"About","href":"/about","count":null,"children":[]},{"name":"rooms","label":"Rooms","href":"/rooms","count":1,"children":[]},{"name":"amenities","label":"Amenities","href":"/amenities","count":1,"children":[]},{"name":"experience","label":"Experience","href":"/experience","count":null,"children":[]},{"name":"events","label":"Events","href":"/events","count":1,"children":[]},{"name":"faqs","label":"FAQs","href":"/faqs","count":1,"children":[]},{"name":"contact","label":"Contact","href":"/contact","count":null,"children":[]},{"name":"journal","label":"Journal","href":"/journal","count":null,"children":[]},{"name":"page:01M41DEXJHQ1CHCARTP767XTR0","label":"Spa","href":"/spa","count":null,"children":[]},{"name":"page:01M41DF5ZHXAY897A5N7ESDE5H","label":"Facilities","href":"/property-features","count":null,"children":[]},{"name":"page:01KVV0ECD546E07HS0GTT8FMQ2","label":"Sustainability","href":"/sustainability","count":null,"children":[]},{"name":"page:01KVYEBFB6WXJF23FAKH0R6FDY","label":"Wellness","href":"/wellness","count":null,"children":[]},{"name":"page:01M41CH15XYPV1BQZM3XTXG0R0","label":"Press","href":"/press","count":null,"children":[]},{"name":"page:01M41DEDE8KRCP5RCT9S49SKF3","label":"Rain Refund","href":"/rainy-refund","count":null,"children":[]},{"name":"page:01M41DEJ69PABHZPCF1S44MAH9","label":"Health & Safety","href":"/health-safety","count":null,"children":[]},{"name":"page:01M41DEQYW8BMJ404FY9B7126B","label":"Hotel Policies","href":"/hotel-policies","count":null,"children":[]},{"name":"page:01M41DDYJSRVJ86K7CJT56C076","label":"Careers","href":"/careers","count":null,"children":[]},{"name":"page:01M41DE3X0KB9XTMSH8BBBJ8FN","label":"Grow with us","href":"/grow-with-us","count":null,"children":[]},{"name":"page:01M41DE8QPD4MREHES2Q01RSEY","label":"Collaborations","href":"/collaborations","count":null,"children":[]}],"social":[{"platform":"whatsapp","url":"https://wa.me/529841415433","label":"WhatsApp"},{"platform":"instagram","url":"https://www.instagram.com/nesttulum/?hl=es-la","label":"Instagram"},{"platform":"facebook","url":"https://www.facebook.com/nesttulum/","label":"Facebook"},{"platform":"instagram","url":"https://www.instagram.com/nesttulum","label":"Instagram"},{"platform":"whatsapp","url":"https://wa.me/529841415433","label":"WhatsApp"},{"platform":"facebook","url":"https://www.facebook.com/nesttulum","label":"Facebook"}],"newsletter":{"enabled":true,"headline":"Subscribe","body":"Stay up-to-date on exclusive offers and latest happenings at NEST Tulum by signing up for our newsletter.","button_label":"Sign up","action_url":null},"legal_policies":{"privacy_text":"I. IDENTIFICATION OF THE RESPONSIBLE PARTY.\n\nAt NU TULUM, S.A. DE C.V. and BOOKHOTEL LLC, hereafter NEST, located at Carretera Tulum - Boca Paila, Km 9.5, Zona Hotelera, 77760 Tulum, Q.R., Mexico; we inform that the personal information of all our guests and prospective guests is treated strictly confidentially, so that guests can feel fully secure that when acquiring our goods and/or services a constant effort is made to safeguard and protect that information.\n\nII. METHODS OF OBTAINING AND COLLECTING PERSONAL DATA.\n\nNEST collects the following personal data necessary and applicable to fulfill the purposes of this Privacy Notice, according to the relationship with the guest,\n\na. Personal data collected directly:\n\nPersonal identification data, financial data, third‑party data (when third‑party personal data are provided, it is understood that consent from the data subject has been obtained).\n\nb. Personal data collected directly through the website, email and phone.\n\nPersonal identification data, financial data, third‑party data (when third‑party personal data are provided, it is understood that consent from the data subject has been obtained).\n\nc. Personal data collected indirectly through third‑party transfers and publicly accessible sources permitted by law.\n\nPersonal identification data.\n\nThe guest is informed that images and sounds captured by the video‑surveillance system will be used for the safety of the guest and visitors. When participating in events and reports, the guest is informed that captured images and sounds may be disseminated through internal communications and various social networks. Likewise, sounds recorded through the different media used will be treated as support to monitor the quality of our services.\n\nIII. PURPOSE\n\nMore than a policy, at NEST we have the philosophy of maintaining a close and active relationship with guests and prospects. In accordance with the Federal Law on Protection of Personal Data Held by Private Parties (the Law) and its Regulations, the personal data you provide will be used for the following purposes:\n\na. Necessary for service provision:\n\ni. Perform tasks and procedures for the acquisition of goods, products and/or services for our guests and prospects.\n\nii. Provide accommodation services, including restaurants (food and beverage); bars and entertainment, recreational activities; boutique, spa services.\n\niii. Offer programs for guests and various recreational, cultural, entertainment and health activities.\n\niv. Provide Concierge services and medical service (external provider, available 24 hours, independent service with consultation fees).\n\nv. Complete guest registration and allow charges to credit and/or debit cards.\n\nvi. Make reservations according to guest specifications and needs; as well as make changes or cancellations of services.\n\nvii. Obtain credit‑card data, which will only be used to charge the services requested by the guest and as a reservation guarantee, charging only in case of breach of the cancellation policy.\n\nviii. Provide event services (events, banquets), tourism and commercial services requested by the guest.\n\nix. Fulfill contractual obligations arising from the existing commercial relationship.\n\nx. Process requests, carry out billing, collection and clarification activities.\n\nxi. Keep our records up to date to answer your questions.\n\nxii. Comply with applicable laws, regulations and other legal provisions.\n\nb. Not necessary for service provision:\n\n1. Conduct marketing, advertising and commercial research activities for various goods, products and services offered by NEST.\n\n2. Carry out internal studies on consumption habits, marketing, advertising and commercial research related to NEST’s goods, products and services.\n\n3. Follow up the commercial relationship and request evaluation to determine satisfaction levels of our goods, products and services.\n\nPurposes (i) to (xii) are original and necessary.\n\nPurposes (1), (2) and (3) are not necessary, but are important to offer guests, through marketing, advertising and commercial prospecting campaigns, exclusive goods, products and services, against which they may object or revoke consent for NEST to stop processing their personal data, according to the procedure indicated in section IV or V of this Privacy Notice.\n\nIt is recognized that the guest has a period of 5 business days to express opposition to the processing of personal identification data, in relation to the purposes of paragraph (b) of this section, in accordance with the mechanism established in section IV of this Privacy Notice.\n\nIV. OPTIONS TO LIMIT THE USE OR DISCLOSURE OF YOUR PERSONAL DATA.\n\nNEST informs that if a guest wishes to stop receiving marketing, advertising or commercial prospecting messages related to the purposes of paragraph (a) of section III, they may do so by emailing frontdesk@nesttulum.com; likewise, questions and comments about personal data processing will be addressed through that channel.\n\nV. REQUEST FOR ACCESS, RECTIFICATION, CANCELLATION OR OPPOSITION OF PERSONAL DATA (ARCO RIGHTS) AND REVOCATION OF CONSENT.\n\nAll personal data are processed in accordance with applicable and current legislation, so we inform our guests that they have the right to access, rectify, cancel or oppose the processing of their data at any time, as well as to revoke the consent granted; rights that can be exercised through the Front Desk Manager, the person designated by NEST for this purpose, or by emailing frontdesk@nesttulum.com to receive the ARCO Rights Request Form, which must be submitted to the Responsible Party’s address with a copy of official identification proving ownership. Responses to ARCO requests will be sent to the provided email within 20 business days of receipt. The right of access will be considered fulfilled when the corresponding response is sent to the indicated email.\n\nExercising ARCO rights is free; if applicable, the holder must cover shipping, reproduction and/or certification costs; however, if the holder exercises the right within a period not exceeding 12 months, the response cost will not exceed 3 days of the general minimum wage in Mexico City.\n\nIf the guest disagrees with the processing of their personal data, they may appeal to the INAI.\n\nVI. TRANSFERS OF PERSONAL DATA.\n\nTransfers without consent:\n\nThe guest is informed that, to fulfill the purposes of paragraph (a) of section IV of this Privacy Notice, personal data may be transferred and processed inside and outside Mexico by parties other than NEST. Accordingly and based on the Law and its Regulations, data may be transferred without consent to: (i) external service providers, solely to fulfill the purposes set out in paragraph (a) of section III; (ii) service providers for social, tourism and commercial events; (iii) authorities, emergency services; and (iv) third parties to carry out extrajudicial and judicial collections in case of default.\n\nTransfers with consent:\n\nNEST may transfer personal identification data to marketing and advertising companies for the purposes described in paragraph (b) of section III and to other tourism‑related companies with which it has a commercial relationship, to grant benefits when acquiring them. If the guest does not want their data transferred to such third parties, they may express opposition according to the procedure in section IV of this Privacy Notice.\n\nVII. USE OF COOKIES:\n\nNEST informs that it will use “cookies and web beacons” to automatically obtain personal information. The personal data we collect electronically, as well as the purposes of processing, are set out in this Privacy Notice and will consist solely of: (1) session cookies, used only to access our website; (2) preference cookies, used only to remember your preferences and browsing habits on our site and services. Cookies and web beacons can be disabled by following the steps shown when clicking this link. It is not possible to disable essential cookies for technical reasons required for the website’s operation.\n\nVIII. MODIFICATIONS TO THE PRIVACY NOTICE.\n\nThis Privacy Notice may be modified periodically at NEST; such modifications can be consulted through the following means:\n\n1. Our website www.nesttulum.com (Privacy Notice section).\n\n2. Visible notices at our NEST facilities.\n\n3. Any other oral, printed or electronic communication channel that NEST determines for this purpose.","terms_text":"NEST Tulum (hereinafter the \"Hotel\") is a property operated by NU TULUM S.A. de C.V.\n\nThe general terms and conditions contained herein, together with the privacy policy, reservation and cancellation policy, rate table and hotel schedule, and the supplements available on the hotel website and the reservation confirmation issued by the hotel confirming your booking (\"reservation confirmation\"), will constitute a legally binding contract between you and the hotel and will be complemented by the internal rules that specifically apply to the hotel where you have booked your stay.\n\nIn these terms and conditions, the words \"we\" or \"us\" refer to the hotel and its employees, managers, agents, suppliers and vendors, and the use of \"you\" or \"guest(s)\" refers to all persons for whom a hotel room is booked.\n\nThe guest(s) confirm that they are the holder(s) of the credit card(s) registered as guarantee for the reservation and authorize us to charge all room costs, additional services, consumption, food and beverage, damages, incidentals, deposits and penalties related to the reservation(s) before, during and after the stay.\n\nDEPOSIT POLICY\n\nAccording to the rate selected during the reservation process, a deposit fee will be charged according to the conditions indicated in your policies.\n\nBy completing this reservation request, you certify that you are the cardholder and authorize us to automatically charge your credit card for the amount due at that time. All non‑refundable rates will be charged in full at the time of booking. If we encounter problems charging your card, we will contact you by email to request updated payment information.\n\nYou understand that any non‑refundable rate and special bookings mentioned in the hotel cancellation policy are charged in full on the booking date and cannot be modified or cancelled.\n\nA pre‑authorization amount of $100 USD per night will be held on your credit card at check‑in as an incidentals guarantee; it will be released within 24 hours after check‑out.\n\nTo ensure transaction security, you must present the physical card used to pay the reservation at check‑in. If the original card is unavailable, you must provide a new card for payment, and the previous charge will be cancelled. A valid government‑issued ID matching the card details is also required. Our staff will also ask the verified cardholder to sign a registration sheet that includes payment authorization with this information.\n\nWe recommend reviewing this policy before arrival to avoid inconvenience.\n\nRESERVATIONS\n\nReservations can be made online at nesttulum.com, through online and offline travel agencies, via our call centers or directly at the hotel.\n\nAll prices are quoted in US dollars and do not include the 21 % lodging tax.\n\nThe hotel accepts Visa, Mastercard and American Express cards. Available payment options are shown during the booking process on our website. Checks are not accepted.\n\nOnce your reservation is complete, a confirmation referencing each booked room will be issued and sent to the provided email. You must present your reservation confirmation(s) at check‑in along with a photo ID (INE, passport, driver’s license or other document required by the hotel).\n\nIf you do not receive your confirmation(s) within twenty‑four (24) hours of booking, contact us via the hotel website, phone or email. The \"guest\" named in the confirmation must be the person staying; otherwise we reserve the right to cancel the reservation.\n\nThroughout the booking process you will be reminded to verify the accuracy of the data (guest information, stay dates, room type, rates, number of guests, add‑ons). The hotel is not responsible for booking data errors. Reservations are subject to room availability.\n\nThe only valid booking sources are the links on our active site www.nesttulum.com and our official OTA profiles (verify first with our Reservations Department at reservations@nesttulum.com). Any other source is invalid and the hotel reserves the right to reject any reservation originating from such sites. Likewise, the hotel is not liable for damages caused by bookings created on unauthorized sources.\n\nGROUP BOOKINGS\n\nGroup booking policy: Our standard booking and cancellation policy applies to reservations of up to 4 rooms. If a group books more than 4 rooms, our group policies will apply. These policies protect our business from cancellations and ensure an optimal guest experience. Non‑compliance with group booking terms may result in reservation cancellation. A 13‑room booking is considered a total purchase and requires a special contract. Different rates and policies apply to total purchases and are exempt from the following policies.\n\nGroup deposit policy: For groups of 5‑6 rooms, a deposit equal to the total reservation will be charged 30 days before arrival. For groups of 7‑9 rooms, the deposit will be the total reservation 60 days before arrival. For reservations of 10‑12 rooms, a 50 % deposit is required, with the remaining balance due 30 days before arrival.\n\nGroup cancellation policy: Cancellations for groups of 5‑6 rooms are free if requested more than 30 days before arrival. Cancellations 30 days or less before arrival will incur a 100 % charge of the total reservation. For groups of 7‑9 rooms, cancellation is free if requested more than 60 days before arrival; 60 days or less will be charged 100 % of the total. For groups of 10‑12 rooms, cancellations between booking date and 30 days before arrival will incur a 50 % penalty; 30 days or less will be charged 100 % of the total.\n\nNON‑REFUNDABLE RATES\n\nNo changes or cancellations are allowed at any time. The total cost of all nights, including taxes (16 % VAT and 5 % lodging tax), will be charged immediately after booking.\n\nPACKAGES\n\nAll package bookings and promotions are non‑refundable. The total amount is billed at booking on your credit card.\n\nROOM RATES\n\nRates shown on the hotel site are charged per room per night. Meals and add‑ons are not included. Rates do not include service charge, service fee, VAT or similar charges as required by the country or hotel location. These will be charged in USD regardless of hotel location.\n\nRESTRICTIONS\n\nWe strictly enforce a non‑smoking policy in all designated rooms (including private patios and balconies) and public areas.\n\nA $200 USD deep‑cleaning fee will be applied to any guest who smokes in designated non‑smoking rooms or patios/balconies. Violation also gives us the right to terminate the reservation and stay at our discretion, requiring immediate departure without compensation.\n\nYou will be responsible for any cost, loss or damage to the hotel, including without limitation damage to the room, facilities or property, caused by you or members of your party (whether staying or not) during your stay.\n\nThe following items are not allowed on the hotel premises:\n\nPillows, sheets, duvets or other bedding items.\n\nAny appliance or equipment for heating and/or cooking.\n\nThe hotel reserves the right to remove and/or confiscate such items found in any room without notice and to charge associated costs or any damage caused by non‑compliance.\n\nThe hotel also reserves the right to ask you to leave the hotel and remove your belongings from the room immediately if, in our judgment, you have used the room irresponsibly or in a way that compromises safety, causes damage or harm to the room, facilities, other guests, our staff or the hotel’s reputation, without compensation or refund.\n\nCHILDREN\n\nDue to our size and intimate setting, we only allow children aged 10 years or older.\n\nPETS\n\nPet Policy\n\nWe are happy to welcome pets at our hotel. To ensure a comfortable and safe stay for everyone, the following conditions apply:\n\n- Maximum of two pets per room, weighing up to 25 kg each.\n- A USD $90 fee applies per pet, per stay.\n- Guests must inform the hotel when booking that they will be traveling with a pet.\n- A current vaccination record must be presented for each pet at check-in.\n- Guests are required to sign the Pet Stay Waiver at check-in.\n- Pets must remain under their owner's supervision and may not be left alone in the room.\n- Pets must remain on a harness and leash while on hotel premises and are not permitted in designated restricted areas.\n- Guests are responsible for any damage or extraordinary cleaning caused by their pets. Additional charges may apply.\n- Guide dogs and service animals assisting guests with disabilities are not subject to the pet fee or standard pet limits.\n- Pet acceptance is subject to availability, the property's specific conditions and compliance with the complete Pet Policy.\n\nHOTEL DRONE POLICY\n\nThe operation and use of drones, radio‑controlled aircraft or unmanned aerial systems (“Drones”) within the Resort limits is prohibited, except for authorized events. Unauthorized operators may not launch, land or fly drones over the Resort. The ban applies to both commercial filming and recreational users. Special events may use drones if location and timing align with the event. Operators must always comply with FAA regulations and local laws. The Hotel respects the safety and privacy of guests and staff. Violators are responsible for damages, injuries, property damage, privacy violations, regulatory fines and legal fees.\n\nCHECK‑IN AND CHECK‑OUT\n\nOur hotel has a strict check‑in/check‑out policy. Minimum check‑in age: guests must be over 18 and present valid photo ID.\n\nID requirement: the hotel will accept any official photo ID at check‑in, such as a passport or valid driver’s license, together with the corresponding credit card.\n\nThe credit card used to purchase the room must be presented at check‑in. If the cardholder is not traveling, the accompanying guest must provide a photocopy of the card (front and back) and a signed letter from the cardholder authorizing payment, plus a copy of their ID.\n\nCheck‑in\n\nReserved rooms will be held for check‑in until 6:00 a.m. the day after the scheduled arrival date; after that time the reservation will be considered cancelled for no‑show and the hotel may release the room(s) for other dates. No refunds will be issued for the cancelled reservation.\n\nA pre‑authorization of $100 USD per night will be held on your card at check‑in as an incidentals guarantee; it will be released within 24 hours after check‑out.\n\nEarly check‑in\n\nGuests may check‑in from 3:00 p.m.; early arrivals are granted upon request and availability. Luggage storage is available.\n\nCheck‑out\n\nCheck‑out is at noon. If checked out after 1:00 p.m., the hotel reserves the right, without notice, to charge an additional night at the current rate or to move your belongings to luggage storage (charges may apply) and deny room access.\n\nThe hotel is not responsible for loss or damage to your belongings due to these actions.\n\nLate check‑out\n\nLate check‑out can be arranged upon request and availability. Contact us to request it.\n\nCHANGES\n\nChanging the guest name on the reservation is allowed if done at least three (3) full days before check‑in.\n\nDate, room category or length of stay changes are not permitted; however, you may cancel the reservation and make a new one, subject to availability and the cancellation policy.\n\nCANCELLATIONS\n\nCancellation policy\n\nWe are a small, privately‑owned, referenced hotel and therefore have a strict cancellation policy:\n\nAccording to the selected rate, a penalty will apply as per its conditions.\n\nThe above conditions do not apply to non‑refundable rates. No refunds for prepaid, non‑refundable reservations and packages whose total is billed at booking.\n\nAll cancellations must be sent by email to reservations@nesttulum.com. We do not accept cancellations by phone.\n\nIn case of early departure or no‑show, the total stay amount will be charged with no refund or credit.\n\nIf you make changes after the cancellation period or shorten your stay, you will be charged for the originally booked nights.\n\nPlease note:\n\nWe do not accept changes or cancellations by phone, SMS, WhatsApp or any method other than email to reservations@nesttulum.com.\n\nIn case of early departure, the total stay amount will be charged with no refund or credit.\n\nIf you make changes after the cancellation period or shorten your stay, you will be charged for the originally booked nights.\n\nIf you book at a rate and the price changes between booking and arrival, both parties will honor the original rate.\n\nWe are not responsible for changes or cancellations due to fires, epidemics, health risks, transport technical issues, flight delays due to weather or mechanical problems, closed or congested airports or ports, or any unforeseen event beyond the hotel’s control. We recommend obtaining travel insurance for any inconvenience or emergency that prevents your visit.\n\nIf you booked on a site other than the hotel’s and need to modify your reservation, you must do so through the agent or site where the original booking was made.\n\nA 10 % commission will be retained from any credit‑card refund amount. Bank‑transfer refunds will incur a 5 % processor fee plus $50 USD for bank charges.\n\nDAMAGES\n\nYou are responsible for any damage caused to the assigned room(s) or hotel facilities by you or any person in your party (whether staying or not) during your stay.\n\nThe hotel reserves the right to retain your credit and/or debit card data and charge amounts it deems appropriate to compensate for losses, damages, costs or expenses incurred by the hotel.\n\nThe hotel also reserves the right to initiate legal action against you without prior notice.\n\nRIGHT TO REFUSE ACCOMMODATION\n\nThe hotel reserves the right to refuse accommodation to you or any person without notice and to terminate any reservation without liability for refund or compensation for the following reasons:\n\nFraudulent reservation payment.\n\nAlteration of the reservation by someone other than the hotel’s authorized agent or manipulation of the document, or a distorted confirmation (in which case the hotel may retain the documentation).\n\nThe registering person cannot prove they are the one named on the confirmation.\n\nLIMITATION OF LIABILITY\n\nThe hotel is responsible for providing the room(s) and amenities indicated in the confirmation(s) and according to these terms. We do not accept liability for failure to provide contracted services due to causes beyond our control.\n\nTo the extent permitted by law, the hotel assumes no liability for events beyond its control, including but not limited to: acts of terrorism, natural disasters, floods, war, strikes, riots, thefts, delays, cancellations, civil disasters, governmental regulations or itinerary changes (\"force majeure\").\n\nWithout affecting consumer rights or non‑excludable laws, the hotel will not be liable for any type of loss arising from your reservation, site use or stay, even if caused by the hotel’s negligence.\n\nAll activities involve health and safety risks; the hotel is not liable for incidents related to activities or services booked through the site.\n\nThe hotel is not responsible for loss or damage to belongings left in the room or hotel property. Guests are advised to have insurance covering interruption, luggage loss, personal effects, damages, personal injury and valuable items.\n\nPRIVACY AND DATA PROTECTION\n\nThe hotel will retain all personal information you provide during reservation. By booking with us or using the hotel site, you consent to your data being disclosed to franchisees, branches, related corporations, affiliates, subsidiaries, assignees, agents, business partners, service providers and other parties that help us provide services or exercise our rights, for the following purposes:\n\nProcess your reservation and other administrative purposes.\n\nProvide you with support and customer services.\n\nSend information about products, services, special offers, newsletters or surveys. You may unsubscribe at any time via the \"unsubscribe\" link in the email.\n\nWe may be legally required to disclose, and you irrevocably consent to, your information to governmental, regulatory or public authorities as required by law, even across borders.\n\nWe will use your data as indicated and will not disclose it without your prior written consent.\n\nCOOKIES\n\nThe hotel uses cookies on its web pages:\n\nTo maintain your session and required data while browsing, registering and booking (session cookie).\n\nTo collect site usage data for statistical/analytical purposes (analytics cookie).\n\nTo direct you to the correct page based on your geographic location (geolocation cookie).\n\nYou can configure your browser to stop accepting cookies or to request permission before accepting them. The site will not function properly if cookies are disabled.\n\nCOPYRIGHT AND TRADEMARKS\n\nThe hotel site, including reservations and applications, texts, graphics, designs, audio, video, hotel and destination information, and all its content, are the property of the hotel and/or its providers.\n\nYou may use the site and its content only for personal, non‑commercial, private use, always respecting copyright law.\n\nAll trademarks, trade names, service marks and other signs, registered or not, on the hotel site are owned or licensed to the hotel and its owners and may not be used, reproduced or modified without prior written authorization.\n\nDISCLAIMER\n\nThe hotel site, services and all content are provided \"as is\" and \"as available\". The hotel does not guarantee the site or its content.\n\nYou are solely responsible for your use.\n\nWhile we strive for accurate, good‑faith information, without affecting consumer rights, the hotel does not guarantee accuracy and disclaims, to the fullest extent permitted by law, all express or implied warranties.\n\nThe hotel is not liable for direct, indirect, consequential or punitive losses, including loss of revenue, goodwill, reputation or data, arising from site use.\n\nThe site, its use or purchased services, as well as errors, inaccuracies or omissions, do not create liability for the hotel.\n\nLinked sites allow additional interaction between guests and those sites for promotions and other means. Inclusion of links does not imply hotel endorsement; those sites are outside the hotel’s control and we are not responsible for their content or use.\n\nAPPLICABLE LAW\n\nYour contract with the hotel is governed by the laws of the country where the hotel is located and any dispute will be resolved in its courts.\n\nAll other matters related to the hotel site will be governed by Mexican law and its courts.\n\nCHANGES TO THESE TERMS AND CONDITIONS\n\nThe hotel reserves the right to cancel, modify or vary the site content and/or these terms at any time without notice. Any changes to the site will be notified. These terms may be modified.\n\nConflict between English text and another language:\n\nIf there is a conflict between the English text and any translation, the English text will prevail.\n\nPRIVACY AND COOKIES\n\nA cookie is a small text fragment that a website sends to your browser. It helps the site remember information from your visit and other settings, making your next visit easier.\n\nWe use cookies for various purposes:\n\nTechnical cookies: to show you our site, ensure it works correctly and provide an advanced, user‑friendly experience.\n\nFunctional cookies: to remember your preferences and help you use the site efficiently.\n\nAnalytical cookies: to understand how visitors interact with the site. 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Asked Questions","header_body":"","hero_media":{"asset_id":"01M4C9AK9XQECPG58PDMBR990Q","url":"/cdn/01KVBX2N9GW8NPTJNMTWNNNQAC/renditions/01M4C9AK9XQECPG58PDMBR990Q/lg.webp","kind":"image","mime_type":"image/jpeg","alt":"A stone house with a thatched roof and stone steps in a tropical setting.","caption":null,"poster":null,"srcset":"/cdn/01KVBX2N9GW8NPTJNMTWNNNQAC/renditions/01M4C9AK9XQECPG58PDMBR990Q/sm.webp 640w, /cdn/01KVBX2N9GW8NPTJNMTWNNNQAC/renditions/01M4C9AK9XQECPG58PDMBR990Q/md.webp 1024w, /cdn/01KVBX2N9GW8NPTJNMTWNNNQAC/renditions/01M4C9AK9XQECPG58PDMBR990Q/lg.webp 1440w, /cdn/01KVBX2N9GW8NPTJNMTWNNNQAC/renditions/01M4C9AK9XQECPG58PDMBR990Q/hero.webp 1920w","sources":null,"width":1440,"height":960},"blocks":[],"groups":[{"category":"booking_and_reservations","label":"Booking & Reservations","items":[{"faq_id":"01M64CE0SY0KFK8GWK2PVGSMHH","slug":"how-do-i-cancel-or-change-my-reservation","category":"booking_and_reservations","question":"How do I cancel or modify my reservation?","answer":"As a small, privately owned hotel, we maintain a strict cancellation policy; the penalty depends on the rate selected at the time of booking. All cancellation requests must be sent by email to reservations@nesttulum.com. We do not accept changes or cancellations by phone, SMS, WhatsApp, or any other means.\n\nIn the event of early departure or no-show, the full amount of the stay will be charged with no refund or credit. If you modify your reservation after the cancellation period or shorten your stay, the originally booked nights will be charged. If the price changes between the booking date and the arrival date, both parties honor the original rate.\n\nWe are not responsible for changes or cancellations due to events beyond our control (fires, epidemics, transportation issues, flight delays, closed airports, or other unforeseeable events) and we recommend purchasing travel insurance. If you booked through a third party, please contact them to make changes.\n\nA 10% card processing fee is withheld from any refund; refunds by bank transfer carry a 5% fee plus USD 50 in bank charges. Only reservations made at www.nesttulum.com and through our official OTA profiles are valid.","priority":116,"tags":[]},{"faq_id":"01KVR84NKJ0NTP9DFZXW96KWBY","slug":"cancellation-policy","category":"booking_and_reservations","question":"What is your cancellation policy?","answer":"Cancellation policies vary by rate type and season. For Good Rate – Refundable bookings: from December 21 to April 20 you must cancel before 5:00 p.m. local time, 10 days prior to check‑in; from April 21 to June 30 and from October 1 to December 20 you must give 5 days' notice; from July 1 to September 30 you must give 3 days' notice. Late cancellations incur a 100 % charge. Non‑refundable rates cannot be cancelled under any circumstances, including emergencies.","priority":10,"tags":[]},{"faq_id":"01KVR84QTK4M68YQV6FZWXXV92","slug":"reservation-changes","category":"booking_and_reservations","question":"Can I change the dates of my reservation or the number of guests?","answer":"For non‑refundable rates, changes to length of stay, arrival/departure dates, or guest count are not allowed. For refundable rates, changes may be possible subject to availability and our cancellation policy terms.","priority":7,"tags":[]},{"faq_id":"01KVR84PZCBHCE9VGX2XJ68M92","slug":"travel-insurance","category":"booking_and_reservations","question":"Do you recommend travel insurance?","answer":"We strongly recommend purchasing travel insurance for the non‑refundable parts of your itinerary, including cancellation fees, flights, trip interruption or delay, and post‑departure coverage such as medical and evacuation expenses. Most domestic health plans do not cover overseas. Travel insurance services are available through Travelex.","priority":5,"tags":[]},{"faq_id":"01KVR86HXVPJHDMMWDXVT4GE8D","slug":"rate-types-difference","category":"booking_and_reservations","question":"What’s the difference between Good Rate, Very Good Rate and Best Rate?","answer":"We offer three rate levels with different deposit and cancellation terms:\n\n**Good Rate – Refundable:**\n• Dec 21 – Apr 20: 100 % deposit 10 days before arrival, free cancellation up to 10 days before check‑in\n• Apr 21 – Jun 30 and Oct 1 – Dec 20: 100 % deposit 5 days before arrival, free cancellation up to 5 days before check‑in\n• Jul 1 – Sep 30: 100 % deposit 3 days before arrival, free cancellation up to 3 days before check‑in\n\n**Very Good Rate – Flex Refundable:**\n• Dec 21 – Apr 20: 100 % deposit 30 days before arrival, free cancellation up to 30 days before check‑in\n• Apr 21 – Jun 30 and Oct 1 – Dec 20: 100 % deposit 15 days before arrival, free cancellation up to 15 days before check‑in\n• Jul 1 – Sep 30: 100 % deposit 10 days before arrival, free cancellation up to 10 days before check‑in\n\n**Best Rate – Non‑Refundable:**\n100 % deposit charged in advance. No cancellations or changes are allowed under any circumstances.","priority":0,"tags":[]}]},{"category":"check_in","label":"Check-in","items":[{"faq_id":"01M64CDN0TYGR0CW7JYE3QSXHM","slug":"what-are-the-check-in-and-check-out-times-can-i-arrive-early","category":"check_in","question":"What are the check-in and check-out times? Can I arrive earlier or leave later?","answer":"Our standard check-in time is 3:00 pm and check-out is at 12:00 pm.\n\n**Arriving early?** We'll do everything we can to welcome you based on availability. Please let us know your arrival time in advance. If early check-in isn't possible, we're happy to store your luggage safely while you explore the property.\n\n**Need an extra hour?** Depending on occupancy, we can offer a complimentary late check-out until 1:00 pm.\n\n**Extended stay?** A late check-out between 2:00 pm and 3:00 pm is available for an additional charge of USD 100 + taxes, subject to availability.","priority":100,"tags":[]},{"faq_id":"01KVR84N4QXHC4EXV84HB90SPN","slug":"check-in-requirements","category":"check_in","question":"What do I need to bring for check‑in?","answer":"All guests must present a valid passport or a government‑issued photo ID at check‑in. We also require the physical credit card used to pay for the reservation for payment verification, along with a valid ID that matches the card details.","priority":10,"tags":[]},{"faq_id":"01KVR84N5QV4S1FHV0SWZPC0X8","slug":"no-show-policy","category":"check_in","question":"What happens if I don’t show up for my reservation?","answer":"A reservation is considered a no‑show if you do not claim it before 9:00 a.m. local time on the day after the scheduled check‑in date. In the event of a no‑show, 100 % of the total stay will be charged to your credit card with no refunds under any circumstances.","priority":9,"tags":[]},{"faq_id":"01KVR86J73DS29YQBT0VD89JXX","slug":"credit-card-verification-checkin","category":"check_in","question":"Do I need to present my credit card at check‑in?","answer":"Yes. To ensure transaction security, you must present the physical credit card used to pay the reservation at check‑in. If the original card is unavailable, you will need to provide a new card for payment and the previous charge will be cancelled. A valid ID matching the credit‑card details is also required, and you will be asked to sign a registration card authorizing payment.","priority":0,"tags":[]}]},{"category":"rooms","label":"Rooms","items":[{"faq_id":"01M64CDYJ5485B20SAYPNMC18Q","slug":"are-there-special-conditions-for-villa-by-nest","category":"rooms","question":"Are there special conditions for Villa by NEST?","answer":"Please confirm the number and names of all guests no later than two weeks before arrival. The Villa has additional charges for extra persons, with a maximum of 2 additional guests and no more than 10 people sleeping.\n\nWe manage the Villa with a single invoice before check-in, with one or two designated persons responsible for understanding and communicating the terms and conditions to the group. For more information, our reservations team is happy to assist you at reservations@nesttulum.com.\n\nWe have a noise and music curfew at 11:00 pm every night. Exceptions are made for weddings with paid event permits that extend past 11:00 pm; otherwise, we will ask that music and noise move indoors after 11:00 pm. Pool access is subject to availability.","priority":114,"tags":[]},{"faq_id":"01M64CDT8KQCYRX6235YF7A5F6","slug":"is-the-tap-water-drinkable","category":"rooms","question":"Can I drink the tap water?","answer":"The tap water on the property is not potable. In your bathroom you'll find small containers with drinking water from our on-site well, and we serve purified water in sealed commercial bottles.","priority":106,"tags":[]}]},{"category":"dining","label":"Dining","items":[{"faq_id":"01M64CDWRMNJT9CPWND58DVF58","slug":"what-dining-options-are-available","category":"dining","question":"What dining options are available?","answer":"**Restaurant and room service:** our full-service restaurant offers breakfast, lunch, and dinner with a blend of traditional Mexican and Mayan dishes. We can also bring your meal to your room or terrace.\n\n**Los Bowls de Guadalupe:** just steps from NEST, this beloved roadside spot founded in 2019 serves organic bowls, smoothies, and elixirs, perfect for a light meal or a nourishing snack.\n\n**Dinner at NÜ Tulum:** our jungle restaurant, recommended by the Michelin Guide, offers a fusion of modern and traditional Mexican cuisine with fresh, local ingredients. NÜ has been recognized among the top five restaurants in the Riviera Maya by Travel + Leisure.\n\n**Special dietary needs:** we are happy to accommodate dietary requirements, including gluten-free and dairy-free options. Let us know your preferences when booking.","priority":110,"tags":[]},{"faq_id":"01KVR84PPJHDJWZEBPPZ4Q0QNE","slug":"breakfast-included","category":"dining","question":"Is breakfast included with my stay?","answer":"Yes, the daily continental breakfast is included with your stay. It includes homemade granola, Greek yogurt, pastries, seasonal fruit, coffee, and juice.","priority":6,"tags":[]},{"faq_id":"01KVR86JG29V1RZPS6RGGF0HAP","slug":"continental-breakfast-included","category":"dining","question":"What does the continental breakfast include?","answer":"The daily continental breakfast is included with your stay and offers homemade granola, Greek yogurt, fresh pastries, seasonal fruit, coffee, and juice.","priority":0,"tags":[]}]},{"category":"payment_and_billing","label":"Payment & Billing","items":[{"faq_id":"01M64CDYXJ2RF36BG7A65J7P7X","slug":"which-taxes-fees-and-deposits-apply-to-my-booking","category":"payment_and_billing","question":"What taxes, fees, and deposits apply to my reservation?","answer":"All prices are quoted in US dollars. Rates are subject to a 21% lodging tax, a destination fee of USD 30 per night, and an environmental fee of USD 3.20 per night, which apply in addition to the nightly rate. A 16% tax is added to all food and beverage consumption and other resort purchases.\n\nDepending on the rate selected, a deposit may be charged according to the terms of our policies. Rates, inclusions, and occupancies are specified in your confirmation and are subject to change without notice.\n\nBy submitting a reservation you confirm that you are the cardholder and authorize us to charge the corresponding amount. Non-refundable rates are charged in full at the time of booking and cannot be modified or canceled. If a payment fails, we will contact you by email to request updated details.\n\nAt check-in, a pre-authorization of USD 100 per night is held on your card as a guarantee for incidentals, which is released within 24 hours after check-out. You must present the physical card used for payment and a matching valid ID, and sign a registration card authorizing the payment.","priority":115,"tags":[]},{"faq_id":"01M64CDQCY84GZ99WXENBX359Q","slug":"should-i-bring-cash-and-which-cards-do-you-accept","category":"payment_and_billing","question":"Should I bring cash and what cards do you accept?","answer":"Before you travel, let your bank and card issuer know about your plans so your cards keep working abroad. Tulum runs largely on cash, so it's a good idea to have some on hand. To withdraw money, use ATMs from well-known banks in town like Chedraui, HSBC, or Scotiabank, and avoid the ATMs along the beach road.\n\nAt NEST Tulum we accept all major credit cards (Visa, Mastercard, and American Express). We do not accept checks. As a cashless hotel, payments at our restaurant and at check-out are made with a credit or debit card, or charged to your room.","priority":105,"tags":[]},{"faq_id":"01KVR84P5141P32M7KQFBX5E7V","slug":"payment-methods","category":"payment_and_billing","question":"What payment methods do you accept?","answer":"We are a cash‑less hotel and accept all major credit cards (Visa, Mastercard, American Express). We do not accept cash or checks. You must present the physical credit card used for the reservation at check‑in for payment verification.","priority":9,"tags":[]},{"faq_id":"01KVR84NW5CX2VQ5Y7K7M1HBX6","slug":"deposit-policy","category":"payment_and_billing","question":"When is my deposit charged?","answer":"A 100 % deposit of the total reservation is required. For Good Rate - Refundable bookings, the charge timing varies by season: from December 21 to April 20 (10 days before), from April 21 to June 30 and from October 1 to December 20 (5 days before), from July 1 to September 30 (3 days before). Non‑refundable rates are charged at the time of booking.","priority":8,"tags":[]}]},{"category":"parking_and_transport","label":"Parking & Transport","items":[{"faq_id":"01M64CDRWPG75CWR4ZHQQ62SFG","slug":"what-transportation-options-are-available","category":"parking_and_transport","question":"What transportation options are available?","answer":"**Private transfers:** if you prefer not to rent a car, we recommend booking your airport pickup in advance. NEST Tulum offers private transfers; ask your concierge to book it between 30 days and 24 hours before your arrival.\n\n**Airport shuttles:** can be booked online, or our concierge team can arrange a private transfer. For travelers on a budget, ADO buses are an option.\n\n**Bike and on foot:** enjoy the surroundings by bike or on foot. NEST Tulum offers shared bicycles. For longer distances, taking a taxi is recommended, especially at night.\n\n**Taxis:** taxis are available on the beach road to go into town. Ask the fare before starting the trip or ask our staff for help.","priority":104,"tags":[]},{"faq_id":"01M64CDRWP6WXB018WRP0ZGPV8","slug":"how-do-i-get-to-nest-tulum","category":"parking_and_transport","question":"How do I get to NEST Tulum?","answer":"NEST Tulum is at Km 9.5 of the Tulum beach road (Carretera Tulum-Boca Paila), just after Dos Ceibas, on a quieter stretch of the coast: close to the energy of the main area, yet tucked away enough to feel like a true sanctuary.\n\n**From Cancún International Airport (approx. 145 km):** take Highway 307 south past Playa del Carmen toward Tulum (about 90 minutes). In Tulum Pueblo, turn left at the Super Aki intersection following signs to the Zona Hotelera and continue about 6 km along the beach road. NEST is just after Dos Ceibas, at Km 9.5.\n\n**From Tulum International Airport (approx. 48 km):** take Federal Highway 307 north to Tulum Pueblo, follow signs to the Zona Hotelera, and continue along the beach road to Km 9.5. NEST Tulum is just after Dos Ceibas, on your left.","priority":103,"tags":[]}]},{"category":"family_and_children","label":"Family & Children","items":[{"faq_id":"01KVR84PDXYCNPH3XY04FAC08S","slug":"age-restriction","category":"family_and_children","question":"Is there an age requirement for guests?","answer":"Our small and intimate atmosphere is best suited for guests aged 10 and older; we only allow children aged 10 and older.","priority":7,"tags":[]}]},{"category":"pets","label":"Pets","items":[{"faq_id":"01KVR84QHDW6VDS6TV5S1E3QSK","slug":"pet-policy","category":"pets","question":"Are pets allowed?","answer":"Yes. Pets are welcome, subject to our Pet Policy and availability of pet-friendly rooms. A fee of USD 90 applies per pet, per stay, with a maximum of two pets per room weighing up to 25 kg each. Please tell us when booking, bring a current vaccination record for each pet, and sign our Pet Stay Waiver at check-in.","priority":4,"tags":[]}]},{"category":"smoking","label":"Smoking","items":[{"faq_id":"01KVR84Q88A29MCQJWRMEWWZRW","slug":"smoking-policy","category":"smoking","question":"Is smoking allowed?","answer":"Smoking is not permitted on hotel premises, including rooms, patios and balconies. A designated smoking area is available in front of the hotel. A USD 200 deep-cleaning fee applies for smoking in rooms.","priority":4,"tags":[]}]},{"category":"local_area","label":"The Neighborhood","items":[{"faq_id":"01M64CDYJ56JPEXATD2HKETSC0","slug":"what-about-the-beach-and-sargassum-seaweed","category":"local_area","question":"What about the beach and sargassum?","answer":"Sargassum is a natural phenomenon that can affect the beaches of the Mexican Caribbean, including Tulum. Its arrival is unpredictable, so it is not possible to anticipate its levels on any given day.\n\nA dedicated team works daily to remove sargassum from our beach. During periods of heavy arrival, we invite our guests to enjoy the largest pool on Tulum Beach on our jungle side (access subject to availability).\n\nBeyond the beach, Tulum offers cenotes, the Mayan ruins of Tulum, Cobá and Chichén Itzá, cave exploration, whale shark swimming and an acclaimed culinary scene. We also participate in a coast-wide initiative with academics, government and the private sector to find lasting solutions to sargassum arrival.","priority":113,"tags":[]},{"faq_id":"01M64CDW2WG13VBVB1Q93CP4PY","slug":"what-is-the-weather-like-in-tulum","category":"local_area","question":"What's the weather like in Tulum?","answer":"**January–March (high season):** temperatures around 20–32 °C with a slight chance of rain.\n\n**April–June:** temperatures generally 27–32 °C with higher humidity. All our rooms have air conditioning.\n\n**July–October (rainy season):** brief, intense showers are common, usually lasting just a few minutes a day. We provide umbrellas and the sun normally returns for several hours.\n\n**November–December:** temperatures drop to around 26–28 °C as hurricane season ends.","priority":109,"tags":[]}]},{"category":"safety_and_emergencies","label":"Safety & Emergencies","items":[{"faq_id":"01M64CDZXVFZYJDPEV9GDZMPPV","slug":"will-i-encounter-wildlife-on-the-property","category":"safety_and_emergencies","question":"Will I encounter wildlife on the property?","answer":"Our hotel is located in a protected natural area of Tulum, where wildlife is part of the ecosystem and the experience we offer. You may occasionally encounter animals on the property; please admire them from a safe distance and avoid feeding or approaching them. The hotel is not responsible for accidents, injuries, or damages resulting from interaction with wildlife.","priority":117,"tags":[]},{"faq_id":"01M64CDX3MXEJNVZ93KQXJJFF3","slug":"is-tulum-safe","category":"safety_and_emergencies","question":"Is Tulum safe?","answer":"The area is under constant surveillance by local police and private security companies. NEST is located in the south of Tulum (SOTU), one of the safest and most exclusive areas of the beach zone, known for its tranquil atmosphere and privacy. Our on-site security guards look after the safety of the hotel and our guests.","priority":111,"tags":[]},{"faq_id":"01M64CDTPZ4P43NDR7P3H40DVS","slug":"what-if-i-need-a-doctor-or-a-hospital","category":"safety_and_emergencies","question":"What should I do if I need a doctor or a hospital?","answer":"Your well-being is our priority.\n\n**Doctors:** we work with a trusted local doctor available for private in-room consultations, who usually arrives at the hotel within 30 minutes (up to 1 hour during high season, December to January). We also partner with Hospital Amerimed, a well-known private medical network in Mexico with bilingual staff.\n\n**Hospitals:** the nearest hospital, CostaMed (Carretera Tulum–Boca Paila Km 6.5), is about 13 km from the hotel, roughly 30 minutes away, or up to 1 hour during high season depending on traffic.","priority":107,"tags":[]}]},{"category":"sustainability","label":"Sustainability","items":[{"faq_id":"01M64CDXEAHNPCN5XJR944D1H9","slug":"how-can-i-be-mindful-of-the-environment-during-my-stay","category":"sustainability","question":"How can I care for the environment during my stay?","answer":"We are committed to an environmentally friendly property and appreciate our guests' awareness of the flora, fauna, and natural resources. Please place toilet paper in the provided waste bins, turn off lights when you don't need them, and, although air conditioning is available 24 hours, be mindful of energy use.","priority":112,"tags":[]}]},{"category":"misc","label":"General","items":[{"faq_id":"01M64CDVWKWZ10CKAW1WBQPET8","slug":"what-are-the-reception-and-concierge-hours","category":"misc","question":"What are the reception and concierge hours?","answer":"Reception is open 24 hours. Our concierge is available every day from 7:30 am to 11:30 pm to help you plan anything in Tulum and the surrounding area. If you arrive or depart outside these hours, let us know and we'll make sure someone from our team is there to assist you. Our security guards are always present when the concierge team is off duty.","priority":108,"tags":[]},{"faq_id":"01M64CDN0T3ACH4QSFH1HNBER1","slug":"how-do-i-stay-connected-during-my-stay","category":"misc","question":"How do I stay connected during my stay?","answer":"Before you arrive, check with your mobile carrier about international plan options to avoid unexpected charges. If you decide not to get an international plan, turn off data roaming and push notifications on your device.\n\nWhere cell signal is limited, WiFi is widely available. We recommend WhatsApp, which works well over WiFi, to stay in touch during your visit.","priority":102,"tags":[]},{"faq_id":"01M64CDNHVDDM7J8737MSAJCYN","slug":"do-i-need-an-electrical-adaptor","category":"misc","question":"Do I need a power adapter?","answer":"The electrical supply in Mexico is 115V at 60Hz, the same as in the United States and Canada, and the plug type is identical. If you're coming from the United States or Canada you won't need an adapter for your devices.","priority":101,"tags":[]}]}],"total":32},"device_layered":true}