Cancellation Policy
1. Introduction
This document outlines the cancellation policies and terms under which customers may request refunds for reservations made through solmarrentals.com. By completing a booking, guests acknowledge and agree to the terms set forth herein.
2. Cancellation Policies
2.1 Available Policies
Each reservation is subject to one of the following cancellation policies, which will be clearly displayed at the time of booking and in the reservation confirmation.
Non-Refundable Rate
Pay less and secure your stay. This reservation is 100% non-refundable.
Moderate
Guests may cancel up to 14 days before check-in for a full refund.
Cancellations made within 14 days of check-in are non-refundable.
Firm
Guests may cancel up to 30 days before check-in for a full refund.
Cancellations made between 29 and 14 days before check-in will receive a 50% refund.
Cancellations made within 14 days of check-in are non-refundable.
Strict
Guests may cancel up to 30 days before check-in for a full refund.
Cancellations made within 30 days of check-in are non-refundable.
2.2 Holiday & Special Dates Policy
For peak and special dates, all reservations are final and non-refundable.
This applies to reservations with check-in dates within the following periods:
– Easter (official calendar dates)
– Thanksgiving Week (Monday–Sunday)
– Christmas & New Year (December 20 – January 5)
No cancellations, modifications, or refunds will be issued under any circumstances for these dates.
2.3 Notification of Applicable Policy
The applicable cancellation policy for each property will be displayed during the reservation process and confirmed via email after booking.
2.4 Cancellation Request Process
To request a cancellation, guests must submit a written request to:
info@solmarrentals.com
Including the following details:
– Full name
– Reservation confirmation code
– Reason for cancellation
– Contact information
2.5 Exceptions to Cancellation Policies
Solmar Rentals reserves the right to make discretionary exceptions under exceptional circumstances. These do not guarantee a refund and are evaluated case-by-case:
- Medical Emergencies (with documentation)
- Extreme Weather Events preventing access or use
- Public Health Emergencies (excluding endemic conditions such as seasonal flu; COVID-19 not covered)
- Conflict or War
- Death of the guest or travel companion
- Errors by Solmar Rentals
All decisions are final and will be communicated in writing.
2.6 Additional Services
Cancellations of additional services (e.g., chef, transportation, tours) are subject to the policies of third-party providers. Solmar Rentals will assist in coordination, but final decisions rest with the provider.
3. Refund Policy
3.1 Eligibility
Refunds will only be issued if:
– The cancellation complies with the applicable policy
– The cancellation results from an error attributable to Solmar Rentals
Partial refunds may be granted at Solmar Rentals’ sole discretion.
3.2 Processing Time
Refunds will be processed within 30 business days from confirmation.
3.3 Method of Refund
Refunds will be issued using the original payment method. If not possible, a credit or voucher may be offered.
3.4 Deductions
Refunds may exclude: – Payment processing fees – Administrative charges
3.5 Final Settlement
By accepting a refund, the customer agrees that: – The matter is fully resolved – No further claims or actions will be pursued
4. Important Conditions
- Cancellation deadlines are based on Cancún, Mexico local time and official check-in time.
- All refunds apply only to amounts paid.
We recommend purchasing travel insurance for additional protection.
5. Policy Modifications
Solmar Rentals reserves the right to modify this policy at any time. Updates become effective upon publication on the website.
6. Contact Information
For any questions regarding cancellations or refunds:
customercare.cun@solmarrentals.com
+52 998 143 9633
7. Acceptance of Terms
By completing a reservation on solmarrentals.com, guests confirm that they have read, understood, and agreed to this Cancellation Policy.