Guest Booking Agreement
Last updated: October 17, 2025.
This Agreement outlines the obligations and responsibilities of the “Lead Guest” and accompanying “Guests” at any property offered for rent by Private Villas International LLC (“Company”, “we”, “our”, or “us”).
By using our website and staying at our properties, you agree to our Agreement, which includes our Site Terms of Use and Privacy Policy, as well as our Concierge Services Policy, if used.
This Agreement also includes our general House Rules that apply to all properties and any specific house rules for the Property you booked. You are responsible for ensuring that all of your guests follow this Agreement. It applies to you, all guests, and any additional visitors during your stay.
Payments
To secure a rental agreement with Company, including any bookings through its subsidiaries or service providers, the Guest is required to submit a deposit equal to 50% of the total rental fee within two business days of receiving the Booking Agreement & Statement of Account. The remaining 50% of the rental fee is due no later than 65 days before the Guest’s scheduled arrival date at the property. If the Agreement becomes binding within 65 days of the arrival date, the Guest must pay the total rental fee to secure the reservation.
Should full payment not be received prior to the Guest’s arrival at the property, Company reserves the right to cancel the booking. This cancellation may result in the Guest forfeiting any deposit paid.
Cancellation and Refund Policy
All properties have a 65-day cancellation policy. If you decide to cancel your reservation 65 days or more prior to your scheduled arrival, you will receive a refund on your reservation
- Credit card processing fees are NON-REFUNDABLE
- Bookings created within the 65-day window are NON-REFUNDABLE
- Christmas and New Year reservations are NON-REFUNDABLE
Accidental Damage Protection Program
Reservations require an Accidental Damage Protection fee (“ADP Fee”) which is non-refundable. The ADP Fee will be added to the total booking amount. The ADP Program covers up to $1,500 in expenses to repair damage or replace loss of the Property or its contents caused by you or your invitees. It covers damages that exceed normal wear-and-tear, provided that such damage is not due to pets, smoking, occupant counts exceeding the reservation maximum, tampering with devices, or other intentional, reckless, or grossly negligent violations of this Agreement, any House Rules, and/or the law. You will be responsible for any expenses that: (i) Company determines, in its sole discretion, do not meet the requirements for coverage under the ADP Program; or (ii) exceed $1,500 after exhausting coverage under the ADP Program.
Refundable Damage Deposits
Some bookings may require an additional Damage Deposit. This requirement applies to bookings that span Tulum’s festival dates in January, as well as to groups that Company deems to be at a higher risk, or to events that have been pre-approved and held at the villa.
Lead Guest & Identity Verification
In order to protect against fraud, identity theft, and security risks in our communities, we require the Lead Guest to successfully complete an identity verification check. This includes providing a copy of a valid, government-issued photo ID that matches the Lead Guest’s credit card. The Lead Guest must be staying at the property, unless otherwise waived by Company in writing.
Credit Card On File
A credit card is required to hold a reservation and may be charged to pay for incidental charges and other fees incurred during your stay. If any costs or damages, including but not limited to: additional cleaning fees, property damage expenses, unauthorized pool heat charges, regulatory fines, or charges for unauthorized guests or pets, are discovered during or within a reasonable amount of time after your stay, we reserve the right to charge your credit card on file for said amounts. No charges will be processed without prior written notice.
Force Majeure
Full credit is valid for up to 12 months on all monies paid if a Force Majeure prevents the party from reaching their destination. A Force Majeure includes any of the following: border closure and/or travel ban preventing guests from reaching their destination, or a named hurricane affecting the destination.
Natural Instances
Neither Company, nor any of its subsidiaries or service providers, is responsible for natural instances such as conditions of the beaches (erosion or sargasso). We work closely with our on-site teams to ensure a reasonable effort is made to maintain our beaches as clean as possible.
Local Construction
Neither Company, nor any of its subsidiaries or service providers, is responsible for any construction noises caused by neighboring lots. In the event it is deemed this will significantly affect the Guest’s vacation, we will do our best to compensate the Guest.
Local Ecosystem & Your Responsibility As A Traveller
Please be aware that the local ecosystem, including wildlife, coral reefs and fauna, is fragile and precious. We have a collective responsibility to take care of it, especially when traveling. All showers are equipped with organic amenities. Please consider using reef-safe, non-toxic sunscreens and repellents. Try your best not to use single-use plastics.
House Rules
1. Maximum Occupancy
You agree not to exceed the maximum number of registered guests on your reservation unless authorized in writing. If you do, Company may require you to vacate the Property, and you will be subject to additional fees. Please note that no refunds will be given for removal from the Property due to exceeding the maximum number of guests listed on your reservation.
If full payment is not received before the Guest’s arrival at the villa, we reserve the right to cancel the booking, causing the Guest to forfeit the paid deposit.
2. Check-In & Check-Out Times
Standard check-in is at 3:00pm and check-out at 11:00am. We may be able to accommodate more flexible check-in/check-out times, subject to property availability and management approval.
If early check-in or late check-out is not possible, we can store your bags while you explore the area. Alternatively, we can assist with arranging a day pass to a local beach club (additional fee applies).
3. Neighborhood Quiet Time
Excessive noise is not allowed at the property. Neighborhood quiet hours at all properties are strictly enforced from 10PM - 8AM, unless specified otherwise. Please be considerate of your neighbors. Outdoor music and noise must be kept under 60 dBA at all times and is not permitted after 10PM. Some local regulations may require stricter quiet hours or noise restrictions.
4. No Smoking
Smoking is strictly prohibited inside the Property. Guests will be held liable for any damages or additional cleaning required due to smoking.
5. No Unauthorized Pets
Only pre-approved, paid-for pets are allowed on the property. Any unauthorized pets will result in eviction of the property.
6. No Unauthorized Events, Gatherings or Parties
No parties are permitted at the Property without prior approval. If you plan to host an event or use a third-party vendor, you must contact Company to ensure all necessary conditions are met, such as signing an event agreement, arranging damage deposits, permits, parking, and security. If an unapproved event is discovered, you and your guests will be in violation of the agreement, and Company, its subsidiaries and staff or security will have the right to enter the Property to remove all individuals not listed as registered guests, even if it requires the use of force.
7. Additional Visitors & Day Passes
Management approval is required for additional visitors, who will be charged a day pass fee to visit the property. Unapproved visitors may be asked to leave the property at management’s discretion and may be charged a penalty fee of up to one night’s rental rate.
8. Fishing & Campfires
Fishing and campfires are prohibited in the area.
9. Airconditioners
The staff of the villa have the obligation to turn off all of the air conditioners in the bedrooms while the guests are not in them. Please keep all doors and windows closed while using air conditioning.
10. Lifeguard
Swimming is at your own risk. There is no lifeguard on duty at the property. Guests are responsible for supervising children and non-swimmers at all times. The Company and villa staff are not responsible for accidents or injuries that may occur in or around the pool area.
11. Minors and babysitting services
Guests are responsible for minors and at least one adult must remain in the villa while minors are present. The villa staff is unable to take care of minors. If you require babysitting services, Company, or its subsidiaries and service providers, can provide contact information for those who offer this service.
12. Use of Drugs or Weapons
The use and possession of drugs or weapons is illegal in Mexico. Anyone found in possession of either will be handed over to the authorities.
The Small Print
Booking Process
Once you complete a booking, you will receive a confirmation email. By making a reservation, you agree to pay all associated costs, including but not limited to taxes, service charges, and other fees detailed at checkout. Complete payment, identity verification and screening, signature on relevant documents, and completion of necessary waivers are prerequisites for receiving check-in instructions, unless an exception is granted. You assume financial responsibility for the reservation upon booking. We reserve the right to charge for any property damage incurred during your stay.
For stays under 30 days, utilities are included, assuming normal usage patterns. You are granted the right to use the accommodation for the duration of your stay; however, we and our subsidiaries retain the right to re-enter the property in compliance with the agreement terms. Access to certain on-site amenities and activities at some properties may necessitate signing additional waivers prior to check-in. Failure to comply with these requirements may result in the cancellation of your reservation.
Stay Beyond Reserved Dates
If you remain in the accommodation past the agreed-upon check-out date and time without consent, you will no longer have a license to stay. Company and its subsidiaries and service providers are entitled to require you to vacate and remove your belongings from the property in accordance with applicable law. You hereby acknowledge and agree to pay, for each 24-hour period (or any portion thereof) that you remain in the property past the check-out time, an additional charge of two times the undiscounted, listed daily rate for the accommodation, plus any additional damages incurred. This includes, but is not limited to, lost revenue from cancelled reservations and the cost of alternative housing for guests displaced by your holdover, or the loss of such guests.
The aforementioned costs are to cover the inconvenience suffered by Company and its subsidiaries, plus all applicable guest fees, taxes, and any legal expenses incurred by us to remove you from the property (collectively, “Holdover Fees”). In the event of a holdover at an accommodation, you authorize Company and its subsidiaries to charge you in order to collect Holdover Fees and/or withhold your damage deposit (if any).
International Travel
If your travel plans involve international travel, you are responsible for ensuring that you have all necessary travel documents, such as passports and visas, that you meet all foreign entry requirements, and that you have obtained any required medical guidance, medications, and inoculations. We will not be liable for any travelers who are refused boarding on an international common carrier or entry into (or transit through) a country for any reason.
Cancellation By Company
If the property you booked is unavailable due to issues related to safety, utilities, maintenance, inaccessibility, accidental double booking on multiple platforms, property ownership changes, permitting, licensing, or regulatory changes, Company may substitute a comparable property, or, if no comparable property is available or acceptable by the Guest, Company may cancel the reservation and provide a refund to the Guest.
Transient Occupancy; No Tenancy
Guests and their registered guests are renting the Property as transient lodgers for the number of days between the check-in date and the check-out date, inclusive. Company, and its subsidiaries, retains full legal, possessory, property, and access rights. This Agreement is not a lease and will not be construed to create any tenancy or exclusive possession property right.
Safety, Surveillance & Security
Company, through its subsidiaries and/or service providers, may install safety features in the properties, including but not limited to smoke detectors, carbon monoxide detectors, fire alarms, pool gates, pool alarms, or sound level monitoring units, as required by law. Guests must not tamper with these safety features and are required to report any problems, maintenance needs, or necessary repairs immediately to the subsidiary managing the property.
Disabling, tampering with, or removing any installed safety feature will be considered a material breach of this Agreement, resulting in the termination of the Agreement and the Guest’s immediate removal from the property.
Your Responsibilities
You hereby agree to indemnify Company, its subsidiaries, directors, employees, representatives, agents, and the Villa Owner from and against any costs, judgments, claims, or demands, including reasonable legal fees, resulting from any third-party actions arising from you and your guests’ use of any villa and its amenities, including swimming pools, across all properties managed or offered by Company and its subsidiaries.
Company and its subsidiaries and service providers assume no liability for property loss or damages, injuries, accidents, delays, or irregularities, including those caused by persons or carriers conveying passengers to their villas.
You and your guests are responsible for securing your own personal property, including jewelry and other valuables, as well as securing the villa, which includes locking all windows and doors while away. While Company and its subsidiaries and service providers continually update the properties represented on their websites, such as http://www.privatevillasmexico.com, they cannot be held liable for any information that has not been updated at the time of the reservation.
Complaints
Company, its subsidiaries and service providers, along with the Villa Owner, are not responsible for issues beyond their control, such as the failure of utilities or appliances. However, should any problems arise, Company or the respective subsidiary managing the property will make an immediate effort to arrange for these issues to be resolved within 24 hours of being notified. If the situation persists beyond 24 hours without a solution, we will initiate discussions regarding compensation with the Villa Owner on the Guest’s behalf.
Guests are required to notify us in writing if they encounter any problems during their stay. We cannot claim compensation from the Villa Owner after guests have returned from their vacation if the issues were not reported to us during their stay. Complaints made only after vacating the property will not be considered.
Arbitration Agreement and Governing Laws
These Terms contain an “Arbitration Agreement” where you waive your right to a jury trial and to bring a class action.
What is Arbitration?
Legal disputes are usually resolved in a court of law in front of a judge and, sometimes, a jury. Court cases are a matter of public record. Arbitration is a less formal and more private way of resolving disputes. Instead of going to court, the parties give their arguments and evidence to an arbitrator, and the arbitrator decides who “wins” the case by applying the law in the same way that a judge would. In fact, many arbitrators are retired judges or lawyers. Instead of a courtroom, arbitrations are generally held in a private office, such as a conference room, or by videoconference.
What is our Arbitration Agreement?
Arbitration of International Disputes
For disputes specifically involving services provided outside the United States and/or events and property located outside the United States (collectively, an “International Dispute”), the laws of the jurisdiction where the property is located shall apply. In the case of any dispute or difference that arises between the Guest and Company and/or its subsidiaries in Mexico, where such dispute cannot be resolved amicably, it shall be resolved by arbitration under the local state government laws of Quintana Roo, Mexico.
Under this Agreement, ANY INTERNATIONAL DISPUTE BETWEEN YOU AND US MUST BE RESOLVED EXCLUSIVELY THROUGH BINDING ARBITRATION. This means that we all agree that we will
only
resolve our International Disputes through arbitration and not in a court of law. Without this Arbitration Agreement, you would have the right to sue in court with a jury trial.
If JAMS (www.jamsadr.com) has an arbitration center located in the jurisdiction where the International Dispute arose, then the arbitration must be filed and conducted through JAMS, which is a provider of arbitration services in the United States and internationally. JAMS’ Streamlined Rules will apply to the arbitration. If there is no JAMS arbitration center located in the jurisdiction, then the arbitration must be filed with a prominent arbitration provider located in the jurisdiction that is capable of conducting the arbitration in English.
All claims, remedies, and defenses that either you or we have under applicable law (whether federal, state, or local) will remain available to us in the arbitration. Each of us will participate in choosing a neutral arbitrator using the process in the Streamlined Rules or other applicable rules. The language of the arbitration shall be English. The arbitrator’s award will consist of a written statement explaining the arbitrator’s decision on each claim. The award will also include a concise written statement of the findings of fact and conclusions of law on which the award is based. The arbitrator will apply the law of the local jurisdiction to the claims in the arbitration. The arbitrator must follow applicable law, and any award may be challenged if the arbitrator fails to do so.
Arbitration of U.S. Disputes
For all disputes and claims other than an International Dispute (collectively, a “U.S. Dispute”), the laws of Delaware and the United States shall apply.
Under this Agreement, ANY U.S. DISPUTE BETWEEN YOU AND US MUST BE RESOLVED EXCLUSIVELY THROUGH BINDING ARBITRATION. This means that we all agree that we will
only
resolve our U.S. Disputes through arbitration and not in a court of law. Without this Arbitration Agreement, you would have the right to sue in court with a jury trial.
The arbitration must be filed and conducted through JAMS. JAMS’ Streamlined Rules will apply to the arbitration. All claims, remedies, and defenses that either you or we have under applicable law (whether federal, state, or local) will remain available to us in the arbitration. Each of us will participate in choosing a neutral arbitrator using the process in the Streamlined Rules. Unless you waive this requirement, or unless you reside outside the United States, the final arbitration hearing (which is like a trial) will take place in person at the JAMS facility closest to your home.
The arbitrator’s award will consist of a written statement explaining the arbitrator’s decision on each claim. The award will also include a concise written statement of the findings of fact and conclusions of law on which the award is based. The arbitrator must follow applicable law, and any award may be challenged if the arbitrator fails to do so.
The laws of Delaware govern these Terms. The arbitrator will apply Delaware law to the claims in the arbitration.
Who pays for the arbitration?
In most cases, the only fee you will have to pay to JAMS is $250; we will pay all other arbitration costs. However, if the arbitrator decides that you filed your claim in bad faith and without any legal basis, the arbitrator can require you to pay more (or even all) of the fees for the arbitration.
The arbitration fees do not include attorneys’ fees. Regardless of who wins the claim, you will be responsible for paying your attorneys’ fees and we will be responsible for paying ours. The only exception is if the claim is brought under a law that specifically allows a party to recover its attorneys’ fees. If this applies, the arbitrator may award attorneys’ fees as they see fit under such law.
Are there any instances where a court will get involved?
Yes. There are things an arbitrator cannot do, like order a party to act or stop doing something—this is known as “equitable relief.” Either one of us can go to court and seek equitable relief, including by filing a motion to compel the other party to honor the arbitration agreement.
With regard to U.S. Disputes, you and we agree that the only courts where we will seek equitable relief—or file any legal proceeding outside of arbitration—are the state and federal courts in Dover, Delaware. With regard to International Disputes, we agree that we will only seek equitable relief in the courts of the local jurisdiction. This exception for equitable relief does not waive our Arbitration Agreement.
Can I participate in a class action or mass arbitration?
You and we agree that we will only file claims against each other individually and not as a plaintiff or class member in a representative proceeding. THIS MEANS CLASS ACTIONS ARE NOT ALLOWED.
In the event of multiple similar Demands for Arbitration filed against the Company by individual claimants represented by either the same law firm or law firms acting in coordination, the parties agree that such arbitrations shall be conducted in accordance with the JAMS Mass Arbitration Procedures and Guidelines in effect at the time of filing. The parties expressly agree to the application of these procedures for any qualifying mass arbitration.
Disclaimers and Limitations
No Warranties
A warranty is a promise made by a business to a consumer about the business’s products or services. The law assumes a business has made certain warranties unless it disclaims them. When a business “disclaims” a warranty, it is the equivalent of saying “we are not making this promise to you.”
UNLESS WE EXPRESSLY WARRANT SOMETHING IN THIS AGREEMENT, WE DISCLAIM ANY AND ALL WARRANTIES TO YOU, INCLUDING EACH OF THE FOLLOWING WARRANTIES: ALL WARRANTIES ARISING BY OPERATION OF LAW OR OTHERWISE, ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, NO ENCUMBRANCE, OR TITLE, OR WARRANTIES ARISING FROM A COURSE OF DEALING, USAGE OR TRADE PRACTICES.
WE DO NOT WARRANT THAT THE WEBSITE, PROPERTY OR SERVICES WILL MEET YOUR EXPECTATIONS OR REQUIREMENTS.
Limitation of Liability
This section limits the types of claims you can bring against us. These limitations help us reduce the risks associated with providing the Website and Services—in fact, we could not provide them otherwise.
TO THE FULLEST EXTENT PERMITTED BY LAW, WE WILL NOT BE LIABLE TO YOU FOR ANY CONSEQUENTIAL DAMAGES, LOST PROFITS, LOST CONTENT OR OTHER DATA, COSTS OF PROCUREMENT OF SUBSTITUTE LODGING, GOODS OR SERVICES, OR FAILURE TO MEET ANY DUTY, INCLUDING GOOD FAITH OR REASONABLE CARE. THESE LIMITATIONS APPLY REGARDLESS OF THE FORESEEABILITY OF SUCH DAMAGES.
Third-Party Beneficiaries
This Agreement is intended to benefit and be enforceable by Private Villa International’s subsidiaries and service providers, who are hereby designated as third-party beneficiaries of this Agreement. These third-party beneficiaries may enforce the terms of this Agreement directly against the parties to this Agreement.