General information

Booking conditions


After receiving the booking confirmation from SANTI TOUR S.A. de C.V. a binding contract between you and the owner comes into effect, which is subject to the respective cancellation conditions and all other rules and restrictions, including the house rules, stated and sent in the advertisement.

If you, as the main guest, book an accommodation for additional guests, make sure that each additional guest meets the requirements set by SANTI TOUR S.A. de C.V. and that he/she is made aware of and agrees to these terms of use and all conditions, rules and restrictions set by SANTI TOUR. Additionally, if you are booking for a minor guest, you have to be legally authorized to act and behalf of the minor.

You agree to vacate the accommodation no later than the check-out time specified in the contract on the day of departure. If you stay in the accommodation beyond the given time without the consent of SANTI TOUR ("exceeding the stay time"), you have no right to stay in the accommodation. In this case, the host is entitled to charge the extra day or expel you from the accommodation in accordance with the applicable law.


Damage to accommodation, furnishings, or associated items/objects


As a guest, you are responsible for leaving the accommodation (including any personal or other property found in the accommodation) in the condition in which you found it. You are responsible for your own acts and omissions and for the acts and omissions of the persons staying with you.

SANTI TOUR will inspect the accommodation on the day of departure before your departure and will document any damage or missing item. You will receive a damage report immediately and any damages indurred must be paid in cash on the spot.

Objects from the accomodation may not be taken outside the fenced property. This applies in particular to the provided towels and kitchen items, but also to all inventory of the accommodation.


Payment and billing options


After that you will receive a confirmation and the accommodation is booked.

All booked services, such as luggage service, will be charged after the stay and settled with the final payment of the accommodation. Also a final cleaning is obligatory and due in the amount of 40 euros.

The final payment of the accommodation as well as all other incurred costs must be paid in cash on the day of departure. The invoice can be paid in Euro, USD, or Mexican Pesos (at the daily exchange rate requested the day before).


Prohibited acts


You are solely responsible for complying with or fulfilling all laws, rules and regulations that apply to your use of the accommodation. In connection with your use of the accommodation and services, you shall not do, enable others to do or assist others to do the following:

  • Violate or circumvent any applicable laws or regulations, third party contracts, third party rights, or our terms of use, policies or standards
  • Invite and/or allow other guests, which are not noted on the guest form to stay at the accommodation
  • No animals are allowed in the accommodation without prior agreement with SANTI TOUR
  • Smoking is not allowed in the whole accommodation for saftly reasons (wooden and thatched roof)
  • Discriminate or harass anyone on the basis of nation origin, religion, gender, gender identity, physical or mental disability, health status, marital status, age or sexual orientation, or otherwise engage in violent, harmful, abusice or disruptive behavior
  • Abuse accommodation or services
  • Violate or interfere with the rights of another person or cause harm to another person

House rules

  • The owner is available for you from 8 a.m. to 9 p.m. at the number +52 1 984 104 3910
  • The use of the pool area is allowed from 7:30 a.m. to 9:30 p.m. Children must be supervised by an adult
  • The pool facility is permanently cleaned and hygienically checked for your convenience. Therefore, there may be occasional cleaning
  • Please do not bring food, drinks or cigarettes into the pool area
  • Only plastic cups may be used in the pool area
  • Around the pool it can be slippery due to water, please do not run!
  • The garden palapa is available for you from 7 a.m. to 10 p.m.
  • Our houses and the studio apartment are absolutely non-smoking areas, mainly for safety reasons (thatched roof, wooden materials). Smoking is allowed in the garden palapa and in the garden. Please use the ashtrays provided and do not throw cigarette butts in the garden or the facility
  • We would like to aks all users of the facility, also on behalf of all neighbors, to keep the noise level within reasonable limits
  • Loud music, shouting, noisy partying is to be refrained from within the framework of the facility
  • The engines of the parked cars are to be turend off immediately in the interest of all tenants. The cars may be parked only within the markings
  • Damages to other cars or to the property of the provider have to be shown immediately and are at the expense of the car owner
  • Garbage must be disposed of separately according to recyclable materials in the garbage cans provided by this purpose
  • Please bring used dishes back to the houses
  • Please note, in the heat of the Caribbean, lack of hygiene in the house or even in the garden can quickly give rise to vermin or insects. Therefore, clean soiled surfaces immediately and thoroughly
  • Animals are normal in the Caribbean and in the jungle. In most cases they are not poisonous. However, there are exceptions. If you notice any vermin or animal (large spiders, snakes, scorpions, cockroaches, etc.), please notify the owner immediately and we will take care of it
  • Please report any damage to the house, garden or furnishings to the owner immediately
  • It is possible in the Caribbean that due to weather or even wind conditions there is a lack of electricity or even the internet. This is normal in the region and must be taken into account. Claims for damafes do nor arise with it. The owner will do everything to make it available to you as soon as possible
  • The water in the region is slightly salty and should thereforen not be used as drinking water. For brushing your teeth it is harmless
  • Water is a precious commodity in the region due to the intense heat and the nature of the soil. Please be careful with water supplies
  • Humidity can be up to 100% in the Caribbean. Therefore, the houses must be well ventilated every day. Especially in the bathroom and the kitchen
  • Electricity is extremely expensive in Mexico. Please turn off technical devices or lamps completely whenever it is possible. Refrigerators do not need to be on the highest mode to keep food cold
  • In Mexico, cooking is done by gas. We will explain exactly how to use the fas stove beforehand. Please ALWAYS make sure to reseal the gas tank after each cooking session
  • Important documents (e.g. passport) or valuables should be well locked in the small safe inside the house
  • You will receive a pair of keys to the house upon arrival. Please take good care of them. The loss of the keys means the replacement of the locking sysem and will be charged with 80 USD. The house must be locked when leaving the garden for security reasons
  • All guests receive an extra bath towel. Please use this only at the pool and on the sun loungers. Please do not use towels from the bathroom. Do not take the bath towels to the beach or on excursions. The loss of a bath towel will be charged with 30 USD each
  • Please dry wet clothes only outside the house on the clotheslines provided in the garden



  • The owner assumes no liability in case of burglary, loss or theft of valuables (including cars, bicycles, etc.)
  • The owner excludes liability for accidents in the house, the garden and the pool area
  • Thunderstorms and the absence of electricity are normal in the Caribbean, depending on the season. The owner does not assume any reimbursement in case of power outages
  • Parents are liable for their children

Hygiene products in the bathroom


Other hygiene products (mosquito spray, organic sunscreen, organic aloe vera after sun, organic shampoo, organic conditioner, etc.) can be purchased from the owner in large quantities upon request.


Mexican products & souvenirs


Can be purchased from the owner on request (Tequila, Mexican chili sauce, organic honey, Caps SANTI TOUR, T-shirts SANTI TOUR etc.).


Arrival and departure


The arrival can take place from 8 a.m. to 11 p.m. Departure (check out) from noon (12 a.m.) to 1 p.m. on the agreed day.


Cancellation conditions


By filling out the guest form, a firm booking is made. In case of cancellation made 30 days or less before check-in, we chrage a cancellation fee of 50%. Cancellations must be made in writing.


Final cleaning


The final cleaning (general cleaning of the accommodation, bed linen and towels etc.) is obligartory and will be charged with 40 USD extra. SANTI TOUR will clean every 3rd day during the rental period for hygienic reasons and additionally empty the trash cans. Please also make sure yourself that the accommodation is hygienically clean.


Feedback to the landlord


We are always anxious to improve our service and to give you the best possible timr in our house. Therefore, we are always happy to receive a direct feedback, comments or suggestions on how to improve the accommodation, the services or the process. Please feel free to send them to us personally, by WhatsApp or by email to

Moreover, we would be very happy about a positive feedback on HolidayCheck, Facebook or TripAdvisor under 'SANTI TOUR Playa del Carmen'.