Resort Policies

• A non-refundable deposit equivalent to a 1-night stay (up to $3,000 for signature suites) must be received at the time of booking. Note: Full payment for flights is required at the time of booking, and full payment for your stay may also be required when the reservation is made within 30 days of arrival or for Advanced Purchase Non-Refundable Promotions.
• A non-refundable final payment is due 30-days prior to arrival.
• Reservations without full payment less than 30 days prior to arrival are subject to immediate cancelation. Automatic cancellations may be applied to all bookings not paid in full.
• Cancellation policies are as follows:

Hotel	Dates	Cancelation Fee	Flex Pass Waiver
All Hotels Except Nickelodeon Riviera Maya	3 Jan 24 - 5 Aug 24	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-8 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 7 days or less prior to the arrival date.	All Fees Except 2-Nights
	6 Aug 24 - 22 Dec 24	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-4 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 3 days or less prior to the arrival date.	All Fees Except 2-Nights
	23 Dec 24 - 2 Jan 25	Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 30 days or less prior to the arrival date.	No
	3 Jan 25 - 5 Aug 25	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-8 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 7 days or less prior to the arrival date.	All Fees Except 2-Nights
	6 Aug 25 - 22 Dec 25	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-4 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 3 days or less prior to the arrival date.	All Fees Except 2-Nights
	23 Dec 25 - 2 Jan 26	Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 30 days or less prior to the arrival date.	No
Nickelodeon Riviera Maya	5 Jan 24 - 23 Mar 24	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-15 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 14 days or less prior to the arrival date.	All Fees Except 2-Nights
	24 Mar 24 - 3 Apr 24	Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 30 days or less prior to the arrival date.	No
	4 Apr 24 - 20 Jun 24	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-15 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 14 days or less prior to the arrival date.	All Fees Except 1-Night
	21 Jun 24 - 16 Aug 24	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-15 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 14 days or less prior to the arrival date.	All Fees Except 2-Nights
	17 Aug 24 - 22 Dec 24	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-15 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 14 days or less prior to the arrival date.	All Fees Except 1-Night
	23 Dec 24 - 4 Jan 25	Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 30 days or less prior to the arrival date.	No
	5 Jan 25 - 12 Apr 25	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-15 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 14 days or less prior to the arrival date.	All Fees Except 2-Nights
	13 Apr 25 - 23 Apr 25	Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 30 days or less prior to the arrival date.	No
	24 Apr 25 - 20 Jun 25	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-15 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 14 days or less prior to the arrival date.	All Fees Except 1-Night
	21 Jun 25 - 16 Aug 25	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-15 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 14 days or less prior to the arrival date.	All Fees Except 2-Nights
	17 Aug 25 - 22 Dec 25	Guest shall pay a 1 night cancelation fee for any reservation canceled 30-15 days prior to the arrival date.	Yes
		Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 14 days or less prior to the arrival date.	All Fees Except 1-Night
	23 Dec 25 - 4 Jan 26	Guest shall pay a cancelation fee equal to the entire stay for any reservation canceled 30 days or less prior to the arrival date.	No

• Cancellations of any reservation booked under a pre-paid/non-refundable/non-changeable offer will be assessed a 100% penalty per room regardless of when canceled.
• Guests may hold up to two active reservations at any time for different dates and/or hotels.  Within these two active reservations, Guests may reserve up to five rooms over the same travel dates or portion thereof.  Guests wishing to secure additional reservations are non-refundable, full prepayment is required at the point of booking, no changes are accepted 30-days prior to travel.
• This policy is not applicable to Azul Villa Casa del Mar, Azul Villa Esmeralda and Specialty Villas.  See specific sections of these policies on this page for specific terms. 
• Modifications: A modification requires a cancellation and re-booking. In the event of a modification, any previous inclusions, value adds, promotions and discounts will be canceled and replaced with current offers.  Pre-paid non-refundable offers are not eligible to be modified. 
• Reservations are non-transferrable; name changes, additions and reductions of guests and/or dates are not accepted.

Deposits and any amount paid, less any assessed penalties are only available as a credit towards a future reservation booked and traveled within 6 months of the original cancellation (Refunds may be available with the purchase of Flex Pass.  See Flex Pass for additional details.)

No Show / Late Check-in or Arrival / Early Check-out or Departure (all locations):

No show/late check-in/arrival as well as early checkout/departure shall be without refund, credit, compensation, or liability of the travel provider.

We strongly recommend the purchase of travel insurance in the case of unforeseen circumstances.

By providing your phone number and email, you give DWT Reservation Services consent to contact you via SMS, by phone and/or email with important notifications or alerts regarding your reservation. You may Opt-Out at any time. Your data is private and is never shared or sold to 3rd parties.

• 100% non-refundable. Cancellations will have a 100% penalty.
• Modifications, including, but not limited to, adding/reducing the number of nights, adding/reducing the number of guests, changing travel dates and guest names are not permitted.
• Rates may change without notice. It is only applicable to new reservations.
• Promotions cannot be combined with other added values ​​or discounts.
• Sale dates may be closed without prior notice at any time.
• It only applies to hotels located in Mexico with the exception of Casa del Mar and Esmeralda.
• Does not apply to groups; a group is considered as 5 or more reservations.
• Rates and availability may change at any time.
• Offers may be modified or canceled at any time.
• Any night outside the reserved dates will be charged at the corresponding rate.

While not intended to replace trip cancelation insurance, Flex Pass is an optional service that may provide you with booking assurance.  

With the purchase of Flex Pass, should you choose to cancel, you may transfer non-penalized paid amounts to a new or different reservation.  Don't have future vacation plans? No worries, we will hold your 1-night non-refundable deposit as a future travel credit available to apply to a future reservation booked and traveled within 13 months from the original cancellation date. Upon request, we can refund any additional non-penalized amounts you may have paid towards your canceled reservation.  Plus, with Flex Pass, you will receive a waiver of some or all the cancellation fees.  See cancellation grid for details.  Plus, Flex Pass allows name changes, additions, and reductions of guests and/or travel dates within +/- 14 days of the original check-in date (additional reservation fees may apply). 

• Flex Pass may only be purchased and is only valid on reservations booked directly through DWT Reservation Services.
• The non-refundable deposit is only available as a credit towards a future reservation and must be booked and traveled within 13 months of the original cancellation.
• Any non-penalized amounts are available to be refunded (upon request).
• Flex Pass is only applicable to individual bookings of hotel services.
• The purchase of a Flex Pass is non-refundable/non-transferable.
• When moving check-in dates greater than 14 days, a new reservation will need to be created. 
• Bookings that are NOT COVERED by Flex Pass: Reservations within the penalty windows; Land+Air packages; Villas and Contracted Groups; Mystery Deals; and Advance Purchase Non-Refundable Promotions; Karisma Hotels Adriatic canceled less than 30-days prior to arrival.

Flex Pass + Penalty Free Cancellation

Receive all the benefits of Flex Pass, plus Penalty Free Cancelation up to the day of check-in with Flex Pass Plus.

With the purchase of Flex Pass Plus, should you choose to cancel, you may transfer non-penalized paid amounts to a new or different reservation. Don't have future vacation plans? No worries, we will hold your 1-night non-refundable deposit as a future travel credit available to apply to a future reservation booked and traveled within 13 months from the original cancellation.  Upon request, we can refund any additional non-penalized amounts you may have paid towards your canceled reservation. Plus, with Flex Pass Plus, you will receive a waiver of all cancellation fees. Plus, Flex Pass Plus allows name changes, additions, and reductions of guests and/or travel dates within +/- 14 days of the original check-in date.

• Flex Pass may only be purchased and is only valid on reservations booked directly through DWT Reservation Services.
• The non-refundable deposit is only available as a credit towards a future reservation and must be booked and traveled within 13 months of the original cancellation.
• Any non-penalized amounts are available to be refunded (upon request).
• Flex Pass is only applicable to individual bookings of hotel services.
• The purchase of a Flex Pass is non-refundable and non-transferrable.
• When moving check-in dates greater than 14 days, a new reservation will need to be created.
• Bookings that are NOT COVERED by Flex Pass: Reservations within the penalty windows; Land+Air packages; Villas and Contracted Groups; Mystery Deals; and Advance Purchase Non-Refundable Promotions.

The following forms of payment are acceptable: American Express, Visa, MasterCard, Discover.

You may pay by credit card online by visiting our payment portal: https://payments.karismahotels.com/ReservationPayments/login?resNumber

***CHARGES WILL APPEAR AS DWT RESERVATION SERVICES ON YOUR CREDIT CARD STATEMENT***

Cashier's Check and Money Order: Checks must be mailed to us and be received no later than 30 days prior to arrival for processing. Regular checks may be accepted only if drawn from a U.S. bank payable in U.S. Dollars.

Make Checks Payable to:

DWT Reservation Services
1 SW 129th Ave. Suite #402
Pembroke Pines, FL 33027

Ask about wire transfers: You also have the option to wire your payment. You will be responsible for any associated fees. Please contact us a [email protected] for additional instructions.

NOTE: CASH IS NOT AN ACCEPTABLE FORM OF PAYMENT.

• If applicable as part of a promotion, resort credits are only redeemable based on a chart provided at check-in.
• Resort credits may only be applied during the stay of the booing and not for future travel. Credits may not be transferred to a third party, reservation, nor redeemed for cash value.

If you booked airfare with us, the following restrictions may apply:

• Ticket changes are not allowed.
• Due to airline policies, airline tickets are considered non-refundable and non-transferable.
• No refund will be given for cancelled flights; however, most airlines may provide a voucher for future travel within one year from purchase date. Any penalties at the time of reissue are payable directly to the airline.
• Passengers are responsible for any carrier imposed additional charges for seat assignments, baggage, and additional service fees.
• We are not responsible for any schedule changes, cancellations, penalties, or fees charged by the airline; these are the sole responsibility of the passenger.
• If you make changes or cancellations directly with the airline, please contact us with your new flight details. Failure to do so may result in incorrect information being sent to the hotel and transfers services (if purchased).

A valid passport is required to travel to all our destinations. Some nationalities may require a visa to enter our various destinations. Be sure to check with a consulate for further clarification.

Not Included: Passport and visa fees, travel Insurance, any entry fees and/or foreign port taxes.

We strongly recommend the purchase of travel insurance in the case of unforeseen circumstances.

We will not be held liable for any unforeseen circumstances including, but not limited to the following: injury damage, loss accident, delay or irregularity in any vehicle, or through the act or default of any company, or person engaged in conveying passengers/guests, or of any hotel proprietor, personnel, servant or any other person otherwise in connection therewith.

• We will not be held responsible for potential risks and hazards associated with travel to destinations where injury, delay, or unanticipated events may occur. We will not assume responsibility for standards, political instability, telecommunications facilities, methods of conducting business, emergency medical evacuation, treatment, or medical services found in these destinations.
• Travel to foreign areas may entail risks including but not limited to the hazards of traveling in political unstable areas, civil disturbances, war, and arbitrary changes mandated by government authorities or private concerns. We will not be held liable to any and all connections with the foregoing. We will not accept responsibility for loss or expenses due to the delay or changes in transportation schedule or other causes.
• General Airline Policy: For any changes or cancelation, please contact the airline directly. In cases of cancelation of flights, fares are nonrefundable and are subject to the individual airline cancelation policy. Changes to flights are subject to penalty charges.
• DWT Reservation Services will be held harmless of any responsibility beyond our resorts. To partake in tours/excursions or any events not on our property, passengers/guests waives any claim against us for any damage or loss of property, injury or death of person due to any act of negligence of any airline, transportation companies, hotels, auto rental company or any other persons rendering services and/or accommodations included in this package. Enrollment and payment for the tour shall constitute agreement and acceptance by the passenger/guest of the terms and conditions set forth.

(A) Weeks: 13.FEB-23.FEB / 28.MAR-04.APR / 30.JUN-07.JUL / 20.NOV-28.NOV / 20.DEC-02.JAN

(B) Weeks: 03.JAN-12.FEB / 24.FEB-27.MAR / 05.APR-29.JUN /08.JUL-19.NOV / 29.NOV-19.DEC

Cancellation Policy for (A) weeks: Karisma Villas shall be given prompt written notice of all canceled reservations. Cancelation charges are as follows:

• Cancellations submitted 120 days prior to arrival will be charged the equivalence of 1 night stay.
• Cancellations submitted 90 days prior to arrival will be charged the equivalence of 2 nights stay.
• Cancellations submitted 60 days prior to arrival will be charged for the full stay.

Cancellation Policy for (B) weeks: Karisma Villas shall be given prompt written notice of all canceled reservations. Cancelation charges are as follows:

• Cancellations submitted 60 days prior to arrival will be charged 50% of total.
• Cancellations submitted 45 days prior to arrival will be charged 100% of total.

No Show / Late Check-in or Arrival / Early Check-out or Departure (all locations):

No show/late check-in/arrival as well as early checkout/departure shall be without refund, credit, compensation, or liability of the travel provider (applicable to all locations).

We strongly recommend the purchase of travel insurance in the case of unforeseen circumstances.

• A $5,000 deposit must be issued at the time of booking. This deposit will be held and will only be processed after 15 days from the time of booking. Guests may cancel without penalty within these 15 days.
• Payment for (A) weeks: full payment must be issued 120 prior to arrival.
• Payment for (B) weeks: Full payment must be issued 60 days prior to arrival.
• Payment must be made in US dollars and must indicate: Client name, Villa's confirmation number, arrival date, departure date, number of guests.
• A $10,000 damage deposit is required 48 hours prior to arrival of the guest. KHR will issue a notification email to the guest stating that the deposit has been approved. The damage deposit will be released upon the guest's check out.

• A $3,000 deposit must be issued at the time of booking. This deposit will be held and will only be processed after 15 days from the time of booking. Guests may cancel without penalty within these 15 days.
• Payment for (A) weeks: full payment must be issued 120 prior to arrival.
• Payment for (B) weeks: Full payment must be issued 60 days prior to arrival.
• Payment must be made in US dollars and must indicate: Client name, Villa's confirmation number, arrival date, departure date, number of guests.
• A $10,000 damage deposit is required 48 hours prior to arrival of the guest. KHR will issue a notification email to the guest stating that the deposit has been approved. The damage deposit will be released upon the guest's check out.