Welcome to Luwii Stays. We’re happy to host you and are committed to providing a seamless, comfortable, and well-managed stay. These guidelines are here to ensure a smooth experience for you and all guests.

We kindly ask guests to treat the property with care and respect, as they would their own home. To maintain a peaceful environment for everyone, parties, loud gatherings, and unauthorized events are not permitted. Quiet hours are observed after 10:00 PM.

Smoking is strictly prohibited inside the property, including all indoor areas. A $200 USD fee will apply in the event of a violation to cover professional cleaning and deodorizing.

Pets are welcome only in select properties and must be declared prior to arrival for approval. A maximum of one (1) pet per reservation is permitted. A $100 USD fee applies per pet, and undeclared or additional pets will be charged the same fee per pet. Service animals are also limited to one (1) per reservation and must be well-behaved and properly trained. For hygiene and comfort, pets and service animals are not allowed on furniture and must not cause damage or disturbance.

To help maintain a comfortable indoor environment and prevent humidity-related issues, we kindly ask guests to turn off the air conditioning and all electrical appliances when leaving the property. Continuous or unattended use may result in condensation and potential maintenance issues.

For a smooth and secure arrival, a brief online check-in form and rental agreement are required prior to check-in. This is a standard process used by professional property management companies to ensure accurate guest registration and to prepare your access instructions in advance. The process is quick and designed to make your arrival seamless. Your privacy is important to us—your information is used solely for operational and security purposes related to your stay and is never shared externally.

This is a professionally managed property offering the amenities listed in the description to ensure clarity and consistency. While we are not a full-service hotel and do not provide services such as daily housekeeping or on-site concierge, our team remains available throughout your stay to assist whenever needed.

Please note that shared building amenities such as pools, gyms, and elevators are managed by building administration and may occasionally be temporarily unavailable. We will always do our best to assist and coordinate updates if this occurs.

Tulum is a unique eco-destination. Occasional interruptions in electricity, water, or internet may happen due to local infrastructure. The natural environment also means harmless wildlife such as geckos or insects may occasionally be present despite regular cleaning and fumigation. Some access roads may be unpaved, which is part of the local character.

For longer stays, standard cleaning is provided every 7 days and linen changes every 15 days. Additional services such as towel changes or extra cleaning are available upon request for a fee. Guests are kindly asked to use beach towels after the pool or beach and avoid placing wet or sunscreen-covered items on indoor furniture. Any damage or heavy staining may result in additional cleaning or replacement charges.

Standard check-out time is 11:00 AM. Late check-out may be available upon request the day before departure, subject to availability. Check-outs after 2:00 PM are charged as an additional night. Lost keys incur a $20 USD replacement fee.

Any stay extensions are charged at the current nightly rate shown on the calendar at the time of request. Discounts apply only at the time of the original booking.

If items are left behind after check-out, we will contact you immediately as a courtesy. We can store items for up to 14 days, subject to availability. After this period, unclaimed items may be donated or discarded. Guests are responsible for arranging and paying for return shipping with their chosen courier (e.g. DHL, FedEx, UPS). We do not provide shipping quotes or coordinate courier services.

We’re committed to making your stay as comfortable and worry-free as possible. If you need anything during your visit, our team is always happy to assist.