Cozumel, Mexico

Refund Policy

Villa Maya · Cozumel

Last updated: September 2026.

Villa Maya is a small reserve with a handful of cabins and a small team of guides. When a booking is cancelled at short notice the place usually stays empty, so our cancellation windows are firm — but inside them, you get your money back in full.

Cabin reservations

Cancel at least 48 hours before your arrival date and you receive a full refund.

Cancellations made less than 48 hours before arrival, and guests who do not arrive, are not refunded.

Guided expeditions

Diving, snorkelling, temazcal, birding and the Punta Sur excursion need 72 hours’ notice. Boats, guides and ceremonies are committed well before the day, which is why the window is longer than for a cabin.

Cancel at least 72 hours before the activity and you receive a full refund. Inside 72 hours, and for guests who do not arrive, no refund is given.

If we cancel

Occasionally we have to cancel — weather, sea conditions, or anything that would make an activity unsafe. When that happens the choice is yours: a full refund, or we reschedule at no extra cost.

Changing a date

Moving a booking to another date inside the same season counts as a cancellation if it is requested inside the windows above. Ask us early and we will do what we can.

How to cancel

By telephone or email:

A cancellation takes effect when we confirm it, so please wait for our reply rather than assuming the message arrived.

How refunds are paid

Refunds are returned by the same method used to pay, normally within 10 business days. All prices and refunds are in Mexican pesos (MXN); if your bank converted the currency, the amount you receive may differ slightly from the amount you paid because the exchange rate has moved.

Questions

Write to info@villamayanatural.com or call +52 987 111 4806.