BOOKING AND CANCELLATION POLICIES

PAYMENT POLICY

  • All rates are per unit per night room only and quoted in USD (rates are inclusive of breakfast for 2 and exclusive of taxes).
  • Two nights deposit will be required at the time of the reservation.
  • The rates are exclusive of government tax and service charge as presently applicable, and are non- commissionable.
  • Applicable Taxes/Services Charges: A 19% sales and occupancy tax and 10% service charge is to be added to the nightly room rate. A 16% sales tax and 15% service charge will be added to all food and beverage charges. A 16% sales tax is added to all other purchases at the resort.
  • If government tax rates change, the prevailing tax rates at the time of your stay will be charged.
  • The hotel reserves the right in the event of new taxes being imposed to introduce these in accordance with Mexico law.
  • Smoking is not permitted in any of the accommodations, restaurants or in the public areas. Smoking will is permitted in the accommodation terraces (outdoors ONLY), and bars.
  • Check in time for all guests is 3:00 PM. Check out time is 12:00 PM local time. Early check in / late checkout subject to availability and not guaranteed.
  • Full room charge would apply for Early Departures.
  • As a result of a change in Mexican regulations, One&Only Mandarina can no longer accept settlement of any bills in US dollars. Instead, all accounts need to be settled by credit card.

CHILD AND SHARING POLICY

  • Maximum occupancy per villa is based on villa category. Please refer to each category for details.
  • Occupancy per room is based on 2 adults (12 years and above) and occupancy per two-bedroom villa is based on 4 adults (12 years and above). Additional adults in the room using existing bedding will incur a charge of $100.00 per night, per person inclusive of breakfast, plus tax and service charge.
  • Children under 12 years of age on the arrival date and who are sharing a room with one or more adults using existing bedding will be accommodated at no additional charge and will only pay for meals, extras and incidentals. Resort management may require proof of age upon check in
  • Rollaways are available at an additional $35.00 per night charge and offered in accordance with maximum occupancies
  • A crib is provided free of charge upon request.
  • As our Treehouses are floating up to 12 meters above ground, we are unable to accommodate children under 18 years old. Resort management may require proof of age upon check in to this room category.

SERVICES/FACILITIES AT A SURCHARGE

  • Health & Beauty Spa – One&Only Spa
  • Excursions – nearby
  • Motorized Water Sports
  • Scuba Diving – nearby
  • Deep Sea Fishing – nearby
  • One&Only Mandarina’s boutique
  • Baby-sitting – to be booked 24hrs in advance
  • Wedding services
  • Conference facilities
  • Cooking classes
  • Art classes with a local artist
  • Pet Sitter or Pet Butler - to be booked 24hrs in advance

COMPLIMENTARY SERVICES/FACILITIES

  • 24 hour butler service
  • Fresh fruit of choice and water – Delivered daily to the room
  • Choice of cocktail snacks – Delivered daily to the room
  • In-room espresso and tea services
  • Daily Wellness activities at Fitness Center – Open daily
  • KidsOnly Club – One&Only KidsOnly Club for children aged 4 to 11 years (4 year olds must be accompanied by parent or babysitter and be potty trained). Open daily
  • TeensOnly –  Club for teens aged 12 to 16 years. Open from Wednesday to Sunday. Open Daily
  • Non-motorized sports at Jetty Beach Club and hiking trails
  • Crib

Cancellation Policy

CANCELLATION , GUARANTEE, AND MINIMUM STAY POLICY 

1 November - 18 December 2020

  • Up to 14 days prior to arrival: there will be no cancellation penalty charge.
  • 13 - 0 days prior to arrival: a 2-night cancellation penalty charge will apply.
  • Early departures: Full length of stay will apply (100% of booked room nights will be charged).
  • No Show: Full length of stay will apply (100% of booked room nights will be charged).
  • Credit Card for Guarantee - No deposit required until 14 days prior to arrival. 
  • Any arrivals crossing over the following national holidays require a minimum length of stay: Presidents Day, Easter Sunday, Memorial Day, Independence Day, Labor Day and Thanksgiving Day.
  • Villa Cumaru/Villa Banderas/Villa Tortuga/Villa Jaguar/Villa Pacifico: Two (2) night deposit will be required at time of reservation; remaining balance of the stay is due 30 days prior arrival date. Any cancellations or changes made after 30 days prior arrival are subject to full forfeiture of total deposit received. Early departures from the resort are subject to full penalty.
  • Thanksgiving Period: 25 Nov to 29 Nov 2020 - 2-night deposit at booking (room, tax, service charge)

19 December 2020 - 3 January 2021

  • 2 nights deposit is due at the time of reservation. Remaining balance of the stay is due by 1 July.
  • The reservation becomes NON-REFUNDABLE for any cancellations or changes made after 1 October.
  • Early departures/no show: Full length of stay will apply (100% of the booked room nights will be charged).

Festive period - Christmas 19 - 25 December 2020

  • Christmas Eve dinner on 24 December is mandatory. Below is the pricing for dinner at each restaurant
Alma:
  • Adults: 5 course menu; $290++ USD/person
  • Children: 3 course menu; $145++ USD/child
Carao:
    Adults: 6 course menu; $390++ USD/person

New Year (26 December - 2 January)

  • Reservations require a 7-nights minimum stay.
  • New Year’s Eve dinner on December 31 is mandatory. Below is the pricing for dinner at each restaurant:
Alma:
  • Adults: 6 course menu; $470++ USD/person
  • Children: 3 course menu; $145++ USD/child
Carao:
  • Adults: 8 course menu; $570++ USD/person

4 January - 30 April 2021

  • Up to 28 days prior to arrival: there will be no cancellation penalty charge.
  • 27 - 0 days prior to arrival: a 2-night cancellation penalty charge will apply.
  • Early departures: Full length of stay will apply (100% of booked room nights will be charged).
  • No Show: Full length of stay will apply (100% of booked room nights will be charged).
  • 2-night deposit at booking (room, tax and service charge).
  • Credit Card for Guarantee - No deposit required until 27 days prior to arrival.
  • Any arrivals crossing over the following national holidays require a minimum length of stay: Presidents Day, Easter Sunday, Memorial Day, Independence Day, Labor Day and Thanksgiving Day.
  • Villa Cumaru/Villa Banderas/Villa Tortuga/Villa Jaguar/Villa Pacifico: Two (2) night deposit will be required at time of reservation; remaining balance of the stay is due 30 days prior arrival date. Any cancellations or changes made after 30 days prior arrival are subject to full forfeiture of total deposit received. Early departures from the resort are subject to full penalty.

1 June - 30 September 2021

  • Up to 7 days prior to arrival: there will be no cancellation penalty charge.
  • 6 – 0 days prior to arrival: a 2-night cancellation penalty charge will apply.
  • Early departures: Full length of stay will apply (100% of booked room nights will be charged).
  • No Show: Full length of stay will apply (100% of booked room nights will be charged).
  • Credit Card for Guarantee - No deposit required until 7 days prior to arrival.
  • Any arrivals crossing over the following national holidays require a minimum length of stay: Presidents Day, Easter Sunday, Memorial Day, Independence Day, Labor Day and Thanksgiving Day.
  • Villa Cumaru/Villa Banderas/Villa Tortuga/Villa Jaguar/Villa Pacifico: Two (2) night deposit will be required at time of reservation; remaining balance of the stay is due 30 days prior arrival date. Any cancellations or changes made after 30 days prior arrival are subject to full forfeiture of total deposit received. Early departures from the resort are subject to full penalty.

SPECIAL DEPOSIT & CANCELLATION POLICY: Villa Banderas, Villa Tortuga, Villa Jaguar, & Villa Pacífico

Winter: 4 January – 30 April 2021

  • REQUEST BASIS – Call or email reservations/sales representative for availability.
  • Time of booking: 2-night deposit due at the time of booking.
  • 30-days prior to arrival: Full payment is due.
  • For cancellations made within 30 days of arrival date and no shows: Full length of stay will apply (100% of booked room nights will be charged).
  • Arrival date modifications made within 30 days of the arrival date of the original reservation will be accepted. However, a cancellation is not considered to be a modification and the above cancellation policy will apply.
  • 2-night deposit at booking (room, tax and service charge)
  • Credit Card for Guarantee - No deposit required until 27 days prior to arrival.
  • Any arrivals crossing over the following national holidays require a minimum length of stay: Presidents Day, Easter Sunday, Memorial Day, Independence Day, Labor Day and Thanksgiving Day.
  • Villa Cumaru/Villa Banderas/Villa Tortuga/Villa Jaguar/Villa Pacifico: Two (2) night deposit will be required at time of reservation; remaining balance of the stay is due 30 days prior arrival date. Any cancellations or changes made after 30 days prior arrival are subject to full forfeiture of total deposit received. Early departures from the resort are subject to full penalty.

Shoulder/Summer: 1 November – 18 December 2020 / 1 June – 30 September 2021

  • REQUEST BASIS – Call or email reservations/sales representative for availability. Hold: No restrictions.
  • For cancellations made within 30 days of the arrival date, 100% of booked room nights will be charged.
  • Arrival date modifications made within 30 days of the arrival date of the original reservation will be accepted. However, a cancellation is not considered to be a modification and the above cancellation policy will apply.
  • 2-night deposit at booking (room, tax and service charge)

Terms & Conditions

  • One&Only Mandarina reserves the right not to provide exemptions from its cancellation policy for medical matters, inclement weather conditions or any other unforeseen circumstances.
  • In case of a shortened length of stay, the above cancellation policy will apply for the cancelled nights.
  • To avoid disappointment, we recommend the purchase of adequate travel insurance prior to confirming a reservation and accepting the terms and conditions of One&Only Mandarina’s cancellation policy.

ON-SITE ASSISTANCE:
If you need assistance during your stay, stop by the One&Only Mandarina Concierge Desk located in the lobby or press the concierge button from your room phone.

Resort Information
Terms & Conditions
One&Only Resorts
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