14 days before check-in
You can get a full refund (at the daily exchange rate of cancelation) for your rental payment (minus EZ Check-in’s booking fees & taxes) if you cancel at least 14 days before your reservation starts. If you choose EZ Check-in Booking Credit, we can apply the full amount (including EZ Check-in’s booking fees & taxes) to a future booking.

7 days before check-in
You can get a 50% refund for your rental payment (minus EZ Check-in’s booking fees & taxes) if you cancel at least 7 days before your reservation starts. If you choose EZ Check-in Booking Credit, we can apply the full amount (including EZ Check-in’s booking fees & taxes) to a future booking.

Less than 7 days, No Show or Early Departure
If you cancel less than 7 days before your reservation starts, do not show up, arrive late, or leave early, you won’t receive any refund, either full or partial.

Rental Modifications
You may get a partial refund for your rental payment (minus EZ Check-in’s booking fees & taxes) if your reservation is modified at least 7 days before your arrival date. Rental modifications are not allowed less than 7 days before your arrival date.  

Extenuating Circumstances
Extenuating circumstances cancellations or modifications are handled when unforeseen events beyond your control arise after booking and make it impracticable or illegal to complete your reservation. See “Extenuating Circumstances Policy” below.

How long does it take to get a refund?
We send refunds immediately upon cancellation and they usually show up within 3-5 days, but sometimes it takes as long as 15 days before they reflect on the original payment method. In some countries, such as Brazil and India, it can take up to 2 months for the refund to arrive.

Third-party Platforms
If you’ve made a booking through a third-party platform like Airbnb or Vrbo, be aware that their terms and conditions may apply if they’re different from those of EZ-Checkin.com. It’s recommended to review the terms on the platform where you made your booking. Cancellations must be processed on the platform where the booking was made.

Long-Term Rentals (28+ days)
Please refer to the EZ Checkin Long-Term Rental Agreement.

EZ Checkin Booking Fee & Value-Added Tax
To ensure EZ-Checkin.com operates efficiently and to cover the cost of 24/7 customer support a 10% service fee is included in the nightly price.  As required by Mexico, a Value-Added Tax is applied to your booking total.

EZ Check-in Booking Credit
EZ Check-in booking credit must be used within one year from original date of booking. 

Extenuating Circumstances Policy

When this policy allows for cancellation, it controls and takes precedence over the reservation’s cancellation policy. Guests who are impacted by an event covered by this Policy can cancel their reservation and receive, depending on the circumstances, a cash refund, travel credit, and/or other consideration.

What events are covered?
This Policy uses the term “Event” to refer to the following situations that occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the reservation.

Changes to government travel requirements.
Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This doesn’t include lost or expired travel documents or other personal circumstances relating to a guest’s authorization to travel.

Declared emergencies and epidemics.
Government declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area—for example, dengue fever in the Yucatan Peninsula.

Government travel restrictions.
Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the Listing location. This does not include non-binding travel advisories and similar government guidance.

Military actions and other hostilities.
Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.

Natural disasters.
Natural disasters, acts of God, large-scale outages of essential utilities, volcanic eruptions, tsunamis, and other severe and abnormal weather events. This does not include weather or natural conditions that are common enough to be foreseeable in that location—for example, hurricanes occurring during hurricane season in Cancun.

What is not covered
Everything else. This Policy only allows for cancellations for the Events described above. Everything else is excluded. Examples of situations that this Policy does not allow cancellations for include: unexpected disease, illness, or injury; government obligations like jury duty, court appearances or military duties; travel advisories or other government guidance (that fall short of a travel ban or prohibition); cancellation or rescheduling of an event for which the reservation was made; and transportation disruptions unrelated to a covered Event like road closures, as well as flight, train, bus and ferry cancellations. If you cancel a reservation in these cases, the amount refunded will be determined by the cancellation policy that applies to the reservation.

What to do next
If we notify you or publish information confirming that this Policy applies to your reservation, please follow the cancellation instructions that we provide. When we have notified you or published information about how this Policy applies, you should have the option to cancel under this Policy by going to your Trips page and canceling the impacted reservation. If you believe this Policy applies to your reservation, but we have not notified you or published information about the Event, please contact us to cancel your reservation. In all cases, you should be prepared to provide documentation that shows how the Event has impacted you or your reservation.

Other things to be aware of
This Policy applies to all reservations with a check-in date on or after the effective date.

If you have any questions, feel free to reach out to our Customer Focus team at MEX: +52 664 477 1836 or US: (619) 376-2935. They are always ready to assist you.