Reservation / Cancellation Policy

Reservation Policy

  • A 50% deposit is required to secure a reservation. If a reservation is made fewer than 30 days before arrival, full payment is required at the time of booking.
  • The remaining balance is due 30 days before arrival.
  • Payments may be processed manually using a completed PDF credit-card authorization form, or through an online payment link. If an online payment link is provided, the guest is responsible for making the deposit and remaining payment by the stated due dates.
  • If the remaining balance is not paid when due, Itza Resort reserves the right to cancel the reservation or require the guest to reschedule, subject to availability and the cancellation and rescheduling terms below.
  • Rates are based on double occupancy.
  • All prices are quoted in US dollars and exclude the 9% Hotel Tax and 12.5% GST.
  • Marine park entrance fees are not included in packages unless specifically requested and included in the guest’s quotation.

Cancellation Policy

  • Cancellations made at least 90 days before the scheduled arrival date will receive a refund, less a 10% cancellation and processing fee.
  • Cancellations made fewer than 90 days before arrival are non-refundable. Payments may be transferred as credit toward a rescheduled stay. The rescheduled stay must be completed within one year of the original arrival date and is subject to availability and any applicable difference in price.
  • All diving, snorkeling, boat transportation, and other activities are subject to weather and safety conditions.
  • If Itza Resort cancels an activity for weather or safety reasons, we will make reasonable efforts to reschedule it. If rescheduling is not possible, the unused value will be handled according to the inclusions and pricing of the guest’s package.
  • No refunds will be provided for unused portions of a package, including dives, snorkeling excursions, meals, accommodations, or other activities that a guest chooses not to use.
  • Our scheduled boat to the resort departs at 2:00 p.m. We will make reasonable efforts to accommodate guests whose travel delays prevent them from arriving in time. Any additional transportation, accommodation, meals, or other costs resulting from a late arrival are the guest’s responsibility.
  • Early checkout or voluntary early departure does not qualify for a refund. The guest is also responsible for the cost of transportation back to the mainland.
  • If a reservation cannot be fulfilled because of a hurricane, severe weather, government restriction, resort closure, or another force majeure event beyond the reasonable control of either party, payments will be transferred as credit toward a rescheduled stay. The new reservation is subject to availability and any applicable difference in price.
  • Any evacuation, emergency transportation, medical treatment, or dive-chamber expense is solely the guest’s responsibility. We strongly recommend comprehensive travel insurance and DAN dive insurance where applicable.
  • This policy also applies to payments made through a High Point Travel payment link.

Agreement

Agreement Notice: By submitting any payment—whether through an online payment link or by authorizing a manual credit-card charge—the guest confirms that they have read, understood, and agree to be bound by this Reservation and Cancellation Policy on behalf of themselves and all guests included in the reservation.

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