General Policies

1. Charges Not Included in the Rate

• Environmental Tax: 17.00 mxn per night per room. This tax will be charged in local currency.
• Extra cost per pet: 250 mxn per pet. This extra will be charged in local currency. 

2. Cancellations

Cancellations without penalty must be completed before the start of the check-in day. For example:

• If check-in is on January 1 and the policy allows cancellations up to 2 days prior, the cancellation must be submitted before 11:59 p.m. on December 29.
• Exceptions may be granted with prior hotel approval.

3. Early Departure or No-Show

Early departures or no-shows will result in a 100% charge of the total booking. Exceptions may be granted with prior hotel approval.

4. Reservation Modifications

Non-refundable bookings do not allow changes to dates or guest names. Extending a reservation will maintain the original policies and restrictions. Exceptions may be granted with prior hotel approval.

5. Refunds

Refunds are not issued for late check-ins or early check-outs. For flexible bookings eligible for partial or full refunds due to cancellations, refunds will be processed within 10 business days after the request and confirmation.

6. Important Information

• Stay extensions require a new booking.
• All guests must be correctly registered during the reservation process. Failure to do so may result in additional charges at check-in.
• Accommodation for additional guests is not guaranteed.
• Guests under 18 years old must be accompanied by a parent or legal guardian at check-in.
• The price does not include additional charges for hotel services (e.g., minibar, phone calls) or applicable taxes and surcharges. These will be determined at check-out.

7. Non-Refundable Costs

By making a reservation, you accept that transaction fees and service charges are non-refundable. These fees will not be reimbursed in the event of cancellation, as they cover services processed during the booking confirmation.

Force Majeure Policy



1. Natural Disasters

A credit voucher will be issued for unused nights, valid for 1 calendar year. This voucher is non-transferable, non-refundable, and subject to availability and restrictions.

2. Natural Disaster Alerts

No penalties will apply for date changes within 72 hours of the alert being issued.

3. No-Shows

No penalties will apply for no-shows occurring from the issuance of the alert up to 5 days after the hotel resumes normal operations.

4. Early Departures

Guests departing early will not incur penalties and will receive a credit voucher for unused nights, valid for 1 year.

5. Rescheduling

The original rate will be honored for travel completed within 1 year of the original booking date. Rescheduling must be completed within 30 days of the natural disaster and will be subject to seasonal restrictions.

6. Policy Changes

This policy is subject to change without prior notice.

About us

Matan Kaan by GuruHotel

Magnificent, central and comfortable hotel with 39 rooms, specially decorated with a rustic and attractive design located in the tourist town of Mahahual in the state of Quintana Roo, Mexico; By staying at this hotel you will have the wonderful beaches of the Caribbean Sea just a few steps away. At the hotel you will enjoy spectacular views, it is spacious, comfortable, the cleanliness and facilities are of the highest quality and the staff's attention is excellent. In addition, the staff is multilingual (English and Spanish) and your pet is welcome in some rooms. We offer 2 swimming pools, breakfast, 24-hour reception, tourist assistance, luggage storage, safe at reception, terrace with 360° views, garden, rooms for the disabled and much more to make your stay unforgettable.