Hotel Policies

Thank you for booking at Hotel Cielo, a Mexican inspired small hotel in Playa del Carmen, Mexico that embraces value based vacations as a way of life and a great way to experience the Mexican Caribbean throughout the year!
Below are our policies for the hotel including cancellations, deposits and check in/check out times
Cancellation Policy To ensure that all guests receive the rooms of their choice at the time of booking we have the following cancellation policy for reservations at Hotel Cielo.

Cancellation Policy

  • For cancellations made between 0 and 7 days before the arrival date:A penalty equal to 100% of total stay will be applied
  • For cancellations made between 8 and 14 days before the arrival date:A penalty equal to 50% of total stay will be applied
  • For cancellations made more than 14 days before the arrival date:A penalty equal to 0% of total stay will be applied
  • No shows will be charged 100% of full room payment
  • If you need to change your reservation dates prior to your stay, rate changes may apply to your room. Changes can only be accommodated if there are available rooms at the villa. Changes to reservations do require 45 days notification so we can accommodate your new request if there is availability.

Deposit Policy

  • All reservations require a 50% deposit of the full reservation amount to secure the reservation made online or through email. Payment information is sent to each guest or is available at the time of your online booking and it is the responsibility of the guest to pay the deposit in full through the provided payment options to guarantee a reservation at Hotel Cielo.

Check In and Check Out Times

  • Check in is at 3 pm and guest check out is at 12 pm. If you will be later than anticipated or indicated on your reservation, please contact us at info@hotelcielo.com so our front reception staff is aware of your new arrival time.
Learn more about our Privacy Policy