Algemene voorwaarden

These terms and conditions (“Terms”) cover every vacation rental you book directly with us in Playa del Carmen, Mexico. They also cover your use of our website at tranquilovacationrentals.com. We take no security deposit, and these Terms include our cancellation policy.

Cancel at least 30 days before check-in and you get a full refund. Cancel 7 to 29 days before check-in and you get a 50% refund. Cancel fewer than 7 days before check-in and there is no refund. Refunds go back to your original payment method within 5–10 business days.

We take no security deposit. Your card is never held. Stripe saves your card securely when you pay, and we charge it only for a documented damage claim. We notify you of any claim within 14 days of check-out.

Bookings made through Airbnb, Booking.com or another platform follow that platform's cancellation and damage rules. By using our website or booking with us, you agree to these Terms in full. If you do not agree, please do not use our services.

1. About Us

Tranquilo Vacation Rentals operates vacation rental properties in Playa del Carmen, Quintana Roo, Mexico. You can reach us at hello@tranquilovacationrentals.com.

2. Bookings

All bookings are subject to availability. A booking is confirmed only upon receipt of your deposit or full payment and our written confirmation. We reserve the right to decline any booking at our discretion.

Only the person who made the reservation may check in. Unregistered guests are not permitted on the premises without prior written consent.

3. Payments

Payments for direct bookings are processed securely through Stripe. The total cost includes the nightly rate, cleaning fee and applicable taxes. It is displayed clearly before you complete your booking. All amounts are shown in United States Dollars (USD) unless otherwise stated.

4. What is the cancellation policy?

Cancel at least 30 days before check-in for a full refund. This policy applies to all direct bookings:

• Full refund: cancellation at least 30 days before the check-in date.
• 50% refund: cancellation 7 to 29 days before the check-in date.
• No refund: cancellation fewer than 7 days before the check-in date.

Refunds are returned to the original payment method within 5–10 business days. Bookings made through third-party platforms (Airbnb, Booking.com, etc.) are subject to that platform's cancellation policy.

5. What are the check-in and check-out times?

• Check-in: 3:00 p.m. or later
• Check-out: 11:00 a.m. or earlier

Early check-in or late check-out may be available upon request and is subject to availability. Additional charges may apply. Your access code or key instructions will be provided by WhatsApp on the day of arrival.

6. Do you take a deposit, and what happens if something is damaged?

We do not take a security deposit and we do not place a hold on your card. When you book direct, Stripe saves your card securely at payment, with your consent. This lets us recover the cost of damage if there is any. Nothing is charged to it unless a damage claim is made as described below.

You are responsible for damage to the property or its contents beyond normal wear. You are also responsible for missing items. You are also responsible for cleaning beyond a normal end-of-stay clean. This applies when guest conduct or a breach of the house rules causes it.

• Notice and photos: we photograph each home before arrival and after check-out. If we find damage, we will send you the dated photos and a repair or replacement quote or receipt. We will send them by WhatsApp or email within 14 days of check-out. You may respond before anything is charged.
• Amount: any charge is limited to the reasonable, documented cost of repair or replacement. The charge is up to USD $400 for one-bedroom homes and USD $800 for duplex and two-bedroom homes. If the documented cost is higher, we will contact you to agree the balance. Normal wear and tear is never charged.
• When we use your card: only for a claim notified within 14 days of check-out, and only after the notice above. After that window we will not charge the card.
• Other platforms: if you booked through Airbnb, Booking.com, Vrbo or Trip.com, that platform's own damage and claims rules apply instead.

If something breaks during your stay, tell us right away. Accidents happen, and telling us early is always better for everyone.

7. House Rules

Guests are required to comply with all house rules provided at booking and detailed in the property Welcome Guide. Key rules across all properties include:

• No smoking indoors
• No pets
• No parties or events. Quiet hours are 9 p.m. to 7 a.m.
• Registered guests only. No unregistered visitors.
• No illegal substances

Violating the house rules may result in immediate termination of the stay without refund. That decision is at the sole discretion of Tranquilo Vacation Rentals.

8. Guest Responsibilities

You are responsible for the property and its contents during your stay. You agree to:

• Report any damage or maintenance issues promptly
• Return the property in a clean and tidy condition
• Comply with all applicable local laws and regulations
• Not exceed the maximum occupancy stated for the property

9. Liability

We are not liable for any loss, damage, injury, or inconvenience arising from circumstances beyond our reasonable control. Those circumstances include, but are not limited to, natural events, utility interruptions, or acts of third parties.

We are not responsible for personal belongings left at the property. Guests are encouraged to arrange appropriate travel insurance covering cancellation, medical expenses, and personal liability.

10. Intellectual Property

All content on this website, including text, images and design, is the property of Tranquilo Vacation Rentals. It may not be reproduced without written permission.

11. Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Quintana Roo, Mexico. The courts of Quintana Roo, Mexico, have exclusive jurisdiction. This covers any dispute arising from these Terms or your use of our services.

12. Changes to These Terms

We may update these Terms from time to time. The date at the top of this page reflects the most recent revision. Continued use of our services after changes constitutes acceptance of the updated Terms.

13. Contact

Questions about these Terms? Contact us at hello@tranquilovacationrentals.com.