Terms & Conditions

Last updated: 31 of July, 2026

Bookings & Confirmation

Reservation quotes are valid for 48 hours. A reservation is only confirmed once the required deposit has been received — until then, dates are not guaranteed. Please include your invoice reference with all payments so they can be matched to your reservation.

Rates & Payment

Rates are quoted in USD. Payment is made in two parts:

• A 50% deposit is due to confirm the reservation.
• The remaining balance is due 60 days before check-in.
• A refundable damage deposit of USD $1,000 is due before or upon arrival (see Damage Deposit below).

Payment can be made by bank transfer/wire or Zelle. Full payment details (account information and invoice reference) are provided directly on your booking invoice — for security, we don't publish account details on the website.

Cancellation Policy

• Full refund if cancelled within 48 hours of booking and more than 60 days before check-in.
• 50% refund if cancelled more than 48 hours after booking, provided it is still more than 60 days before check-in.
• Cancellations within 60 days of check-in are non-refundable, except for the refundable damage deposit and any refundable cleaning fees.

Damage Deposit

A refundable damage deposit of USD $1,000 is payable before or upon arrival. It is returned after a check-out inspection, less any deductions for damages, missing items, excessive cleaning, unpaid fees, or breach of house rules.

Check-In & Check-Out

Check-in is from 3:00 p.m. and check-out is by 11:00 a.m. If your flight arrives early, we can often store luggage until the villa is ready, and late departures can sometimes be accommodated depending on availability — please ask in advance.

Occupancy & Minimum Stay

The quoted rate includes up to 11 registered overnight guests. Casa Maya is designed for up to 22 overnight guests across 11 ensuite rooms; additional overnight guests beyond 11, up to that maximum, are charged at USD $75 per person, per night. Only registered guests included in the reservation are permitted to stay overnight; unregistered overnight guests are not permitted. If your group size changes after booking, please let us know in advance so we can confirm approval and the applicable additional guest fee. A minimum stay of 3 nights applies to all reservations.

Full-Property vs. Private Room Bookings

Casa Maya is primarily offered as a full-property rental. Individual room stays may be available on select dates, subject to availability and confirmation at the time of inquiry.

House Rules

• Noise: Please keep rooftop and music noise at a respectful level, especially after 11:00 p.m., and follow guidance from the onsite team out of consideration for neighbors.
• Balconies: Do not throw anything from balconies or rooftop areas.
• Smoking: Smoking is not permitted inside rooms or indoor areas. Guests may smoke in designated outdoor areas, balconies, or terraces — please request an ashtray and dispose of cigarette waste properly. Hookahs are not permitted.
• Pool & jacuzzi: No glass is permitted inside the pool or jacuzzi.
• Damages: Please report any damages immediately. See Damage Deposit above for the refundable deposit process.
• Visitors: Only registered guests may stay overnight. Daytime visitors must be registered with the onsite team before entering the property, and Casa Maya reserves the right to deny entry to any visitor who may pose a risk to guests, staff, neighbors, or the property.
• Events & parties: Events, parties, DJs, decorators, outside staff, or additional service providers must be approved in advance. Additional security or event-management requirements may apply depending on attendance.
• Pets: Pets are not permitted on the property.

Concierge & Additional Services

For anything beyond the property itself, we can connect guests with trusted local concierge partners, who coordinate services such as private chefs, yacht charters, transportation, personal security, and restaurant reservations. Any outside chefs or service providers arranged through a concierge or independently must be approved in advance so we can coordinate property access, kitchen use, and timing. These services are arranged directly with local providers and are not included in the room or property rate unless confirmed in writing at the time of booking.

Liability

To the fullest extent permitted by law, Casa Maya, its owners, and staff are not liable for injury, loss, theft, or damage to personal property occurring during a guest's stay, except where caused by our gross negligence or willful misconduct. Guests are responsible for any damage they cause to the property beyond normal wear and tear (see Damage Deposit above). Guests are strongly encouraged to arrange their own travel and health insurance.

Governing Law

These Terms & Conditions are governed by the laws of the Republic of Colombia. Any disputes arising from a stay at Casa Maya are subject to the jurisdiction of the courts of Cartagena de Indias, Bolívar Department.

Contact Us

Questions about these terms can be sent to info@casamayacartagena.com or via WhatsApp at +57 320 531 8491.