Terms of Service

These Terms of Service (“Terms”) govern your use of the Tranquilo Vacation Rentals website at tranquilovacationrentals.com and any bookings made directly through us. By using our website or making a booking, 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 — including nightly rate, cleaning fee, and applicable taxes — is displayed clearly before you complete your booking. All amounts are shown in United States Dollars (USD) unless otherwise stated.

4. Cancellation Policy

The following cancellation 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. Check-In & Check-Out

• 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. Security Deposit

A security deposit is required for all direct bookings and is held as a pre-authorization on your credit or debit card via Stripe — no funds are charged unless a claim is made:

• One-bedroom properties: USD $400
• Duplex / two-bedroom properties: USD $800

The hold is released within 3–5 business days after check-out, provided the property is returned in the same condition as at check-in. Tranquilo Vacation Rentals reserves the right to charge against the deposit for damages, excessive cleaning, or missing items. You will be notified before any charge is made.

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 9 p.m. to 7 a.m.
• Registered guests only — no unregistered visitors
• No illegal substances

Violation of house rules may result in immediate termination of the stay without refund, 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

Tranquilo Vacation Rentals shall not be liable for any loss, damage, injury, or inconvenience arising from circumstances beyond our reasonable control, including but 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 and 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. Any disputes arising from these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of Quintana Roo, Mexico.

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.