What’s the difference between Good Rate, Very Good Rate and Best Rate?

We offer three rate levels with different deposit and cancellation terms: Good Rate – Refundable: • Dec 21 – Apr 20: 100 % deposit 10 days before arrival, free cancellation up to 10 days before check‑in • Apr 21 – Jun 30 and Oct 1 – Dec 20: 100 % deposit 5 days before arrival, free cancellation up to 5 days before check‑in • Jul 1 – Sep 30: 100 % deposit 3 days before arrival, free cancellation up to 3 days before check‑in Very Good Rate – Flex Refundable: • Dec 21 – Apr 20: 100 % deposit 30 days before arrival, free cancellation up to 30 days before check‑in • Apr 21 – Jun 30 and Oct 1 – Dec 20: 100 % deposit 15 days before arrival, free cancellation up to 15 days before check‑in • Jul 1 – Sep 30: 100 % deposit 10 days before arrival, free cancellation up to 10 days before check‑in Best Rate – Non‑Refundable: 100 % deposit charged in advance. No cancellations or changes are allowed under any circumstances.

Do I need to present my credit card at check‑in?

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.

What does the continental breakfast include?

The daily continental breakfast is included with your stay and offers homemade granola, Greek yogurt, fresh pastries, seasonal fruit, coffee, and juice.

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.

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.

Do you recommend travel insurance?

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.

Is breakfast included with my stay?

Yes, the daily continental breakfast is included with your stay. It includes homemade granola, Greek yogurt, pastries, seasonal fruit, coffee, and juice.

Is there an age requirement for guests?

Our small and intimate atmosphere is best suited for guests aged 10 and older; we only allow children aged 10 and older.

Can I change the dates of my reservation or the number of guests?

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.

When is my deposit charged?

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.

What happens if I don’t show up for my reservation?

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.

What payment methods do you accept?

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.

What do I need to bring for check‑in?

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.

What is your cancellation policy?

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.

What are the check-in and check-out times? Can I arrive earlier or leave later?

Our standard check-in time is 3:00 pm and check-out is at 12:00 pm. 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. Need an extra hour? Depending on occupancy, we can offer a complimentary late check-out until 1:00 pm. 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.

Do I need a power adapter?

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.

How do I stay connected during my stay?

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. Where cell signal is limited, WiFi is widely available. We recommend WhatsApp, which works well over WiFi, to stay in touch during your visit.

How do I get to NEST Tulum?

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. 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. 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.

What transportation options are available?

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. 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. 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. 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.

Should I bring cash and what cards do you accept?

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. At 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.

Can I drink the tap water?

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.

What should I do if I need a doctor or a hospital?

Your well-being is our priority. 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. 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.

What are the reception and concierge hours?

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.

What's the weather like in Tulum?

January–March (high season): temperatures around 20–32 °C with a slight chance of rain. April–June: temperatures generally 27–32 °C with higher humidity. All our rooms have air conditioning. 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. November–December: temperatures drop to around 26–28 °C as hurricane season ends.

What dining options are available?

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. 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. 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. Special dietary needs: we are happy to accommodate dietary requirements, including gluten-free and dairy-free options. Let us know your preferences when booking.

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.

How can I care for the environment during my stay?

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.

What about the beach and sargassum?

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. A 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). Beyond 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.

Are there special conditions for Villa by NEST?

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. We 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. We 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.

What taxes, fees, and deposits apply to my reservation?

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. Depending 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. By 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. At 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.

How do I cancel or modify my reservation?

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. In 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. We 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. A 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.

Will I encounter wildlife on the property?

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.

Frequently asked questions — Nest Tulum

What’s the difference between Good Rate, Very Good Rate and Best Rate?: We offer three rate levels with different deposit and cancellation terms: Good Rate – Refundable: • Dec 21 – Apr 20: 100 % deposit 10 days before arrival, free cancellation up to 10 days before check‑in • Apr 21 – Jun 30 and Oct 1 – Dec 20: 100 % deposit 5 days before arrival, free cancellation up to 5 days before check‑in • Jul 1 – Sep 30: 100 % deposit 3 days before arrival, free cancellation up to 3 days before check‑in Very Good Rate – Flex Refundable: • Dec 21 – Apr 20: 100 % deposit 30 days before arrival, free cancellation up to 30 days before check‑in • Apr 21 – Jun 30 and Oct 1 – Dec 20: 100 % deposit 15 days before arrival, free cancellation up to 15 days before check‑in • Jul 1 – Sep 30: 100 % deposit 10 days before arrival, free cancellation up to 10 days before check‑in Best Rate – Non‑Refundable: 100 % deposit charged in advance. No cancellations or changes are allowed under any circumstances.
Do I need to present my credit card at check‑in?: 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.
What does the continental breakfast include?: The daily continental breakfast is included with your stay and offers homemade granola, Greek yogurt, fresh pastries, seasonal fruit, coffee, and juice.
Is smoking allowed?: 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.
Are pets allowed?: 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.
Do you recommend travel insurance?: 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.
Is breakfast included with my stay?: Yes, the daily continental breakfast is included with your stay. It includes homemade granola, Greek yogurt, pastries, seasonal fruit, coffee, and juice.
Is there an age requirement for guests?: Our small and intimate atmosphere is best suited for guests aged 10 and older; we only allow children aged 10 and older.
Can I change the dates of my reservation or the number of guests?: 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.
When is my deposit charged?: 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.
What happens if I don’t show up for my reservation?: 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.
What payment methods do you accept?: 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.
What do I need to bring for check‑in?: 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.
What is your cancellation policy?: 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.
What are the check-in and check-out times? Can I arrive earlier or leave later?: Our standard check-in time is 3:00 pm and check-out is at 12:00 pm. 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. Need an extra hour? Depending on occupancy, we can offer a complimentary late check-out until 1:00 pm. 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.
Do I need a power adapter?: 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.
How do I stay connected during my stay?: 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. Where cell signal is limited, WiFi is widely available. We recommend WhatsApp, which works well over WiFi, to stay in touch during your visit.
How do I get to NEST Tulum?: 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. 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. 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.
What transportation options are available?: 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. 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. 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. 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.
Should I bring cash and what cards do you accept?: 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. At 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.
Can I drink the tap water?: 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.
What should I do if I need a doctor or a hospital?: Your well-being is our priority. 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. 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.
What are the reception and concierge hours?: 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.
What's the weather like in Tulum?: January–March (high season): temperatures around 20–32 °C with a slight chance of rain. April–June: temperatures generally 27–32 °C with higher humidity. All our rooms have air conditioning. 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. November–December: temperatures drop to around 26–28 °C as hurricane season ends.
What dining options are available?: 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. 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. 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. Special dietary needs: we are happy to accommodate dietary requirements, including gluten-free and dairy-free options. Let us know your preferences when booking.
Is Tulum safe?: 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.
How can I care for the environment during my stay?: 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.
What about the beach and sargassum?: 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. A 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). Beyond 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.
Are there special conditions for Villa by NEST?: 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. We 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. We 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.
What taxes, fees, and deposits apply to my reservation?: 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. Depending 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. By 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. At 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.
How do I cancel or modify my reservation?: 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. In 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. We 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. A 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.
Will I encounter wildlife on the property?: 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.