How we work,
in plain words

1. Who we are and what these terms cover

Community Concierge Your Trip Designer, S.A. de C.V. (“Community Concierge”, “we”), with registered office at Av. V Lago P.A., Mza 26, Lte 32 y 33, Int. 105, Puerto Aventuras, Municipality of Solidaridad, Quintana Roo, 77733, Mexico, and tax ID CCY220810N7A, is a concierge and trip design company in the Riviera Maya. You can reach us at info@communityconcierge.mx.

These terms are the general framework for your relationship with Community Concierge. They apply to this site and to the services you request, and that we quote, book or coordinate, through any of our channels. Today those channels are the website, WhatsApp and email, and in some cases a written proposal or quote.

By requesting a quote, confirming a booking or making a payment, you accept these terms together with the specific conditions of that booking.

2. What we do and what each provider does

This is the most important section of the document, because it explains who answers for what.

Community Concierge designs the trip, recommends, quotes, books and coordinates. Some services are delivered directly by Community Concierge. Others are delivered by independent providers, and in those cases we act as an intermediary: we select, we book in your name and we coordinate, and the provider performs the service.

Those independent providers may include villa owners and managers, boat operators, tour and experience operators, transport companies, chefs, bartenders, therapists and spa providers, instructors, nannies, photographers, musicians, décor providers, wellness providers and others.

Every quote and every confirmation tells you who delivers the service, so you know before you pay whether it is performed by Community Concierge or by a third party.

What is ours, in both cases:

• selecting providers with due care and passing your booking to them faithfully;
• giving you, before you are bound, the essential information about the service and the specific conditions that apply;
• delivering your booking confirmation with the provider's reference where one exists, and a receipt for the payments we receive;
• staying with you through the trip and being your point of contact if something does not go as planned;
• if a booked service is not delivered, helping you obtain an equivalent solution or arranging the refund that applies under the relevant conditions;
• cooperating with you in any claim against the final provider;
• answering for the services we deliver ourselves and for our own conduct as an intermediary.

What is the independent provider's: the actual performance of the service, the condition and operation of their premises, vessels, vehicles and equipment, their staff, their insurance, their permits and licences, and compliance with the rules that apply to them.

Nothing in these terms limits the rights the law gives you as a consumer, or shifts to you or to a third party a responsibility that is legally ours.

3. How a booking is made

There are four moments, and it is worth telling them apart:

• Enquiry. Writing to us, filling in a form or asking for information starts a conversation. It is not a booking and it does not hold availability.
• Quote or proposal. We send you, in writing, the service, the total price, who delivers it and the specific conditions. A quote reflects availability at the moment it is issued; unless it expressly states a validity period or held availability, availability is confirmed when you book.
• Confirmation. Your booking is confirmed when we receive the payment or deposit stated in the quote and send you written confirmation. The written confirmation governs: it carries the service, the date, the price, the provider and the conditions.
• Delivery. The service is delivered on the terms of that confirmation.

If a quote carries a payment deadline, availability and price are reviewed once that date passes.

4. Booking-specific terms

These general terms work alongside the specific conditions of each booking, which carry the real rules of that service and its provider.

Those specific conditions may set, among other things: the deposit amount or percentage, the balance date, accepted payment methods, the cancellation and change policy, the rules for weather or a safety decision, how a no-show is treated, security deposits, minimum or maximum group size, minimum age, health or experience requirements, timings, the meeting point, and the house or vessel rules.

A provider's specific conditions do not become a general Community Concierge policy, and they do not apply to services other than the one they were agreed for. Two services may carry different deposits and different cancellation policies, and that is normal.

When you receive them: we send you the relevant specific conditions in writing, within the quote or the confirmation, before payment binds you. A condition that was not communicated to you before you paid is not enforceable against you.

Where these general terms and the specific conditions accepted in writing for a booking differ, the specific conditions prevail for that booking, provided they respect the law and the parts of these terms that cannot be waived.

5. Prices, currencies and taxes

The site shows prices in three ways, and each means something different:

• Fixed price: the published rate for the service under the conditions described.
• “From”: a reference rate, normally the lowest of the season and in the minimum configuration. Final pricing is confirmed by quote based on date, availability and requirements.
• “Custom quote”: the price depends on enough variables that it is set when we quote.

Published rates are valid through December 31, 2026, unless otherwise stated.

The total amount. Every quote shows you the total amount payable, including taxes and any additional charge that forms part of the service. Where something is paid directly on site — a dock fee, an entrance ticket, a local tax collected by a third party — the quote lists it separately and says that it is paid on site.

Currencies. We work in Mexican pesos and US dollars. Each quote states its currency. If you prefer to pay in a currency other than the one quoted, the applicable exchange rate is confirmed in writing before payment.

Taxes. The quote states whether applicable taxes are included in the price or added, and in what amount.

6. Payments

Available payment methods are stated in each quote, because they vary by service and provider. We can receive payment by bank transfer, through secure payment links and in cash, in Mexican pesos or US dollars, where the service allows it. The specific method, the currency and the exact amount are always confirmed in writing before you pay.

A closed total for each payment method. Your quote states the total payable with each payment method we accept for that booking: for example, by bank transfer, and by credit or debit card through a secure payment link. The total for card payment can be higher than the total for bank transfer, and both are shown to you, closed, before you choose. You pay the total of the method you choose, and nothing is added at the moment of payment.

Card details are entered directly on the payment processor's secure pages and are not stored on this site or in our systems.

Keep your receipt: together with the written confirmation, it is your record of payment.

7. Deposits and balances

The deposit and the balance date are set in each quote, because they depend on the service, the provider, the season and how close the date is.

There is no single deposit for every service. One service may take a partial deposit and another full payment in advance; some services booked at short notice are paid in full. What applies to your booking is in your quote and your confirmation.

If the balance is not settled by the stated date, the booking may be subject to a review of availability and to the cancellation conditions that apply to it. We let you know before that happens.

8. Changes and cancellations

Change and cancellation conditions are the ones attached to your booking. They vary by provider, service, villa, vessel, experience, date, season and rate booked, and we send them to you in writing before payment binds you.

Changes. You can ask us for a change at any time and we take it to the provider. A change depends on availability and may carry a rate difference or a provider charge, which we tell you about before applying it.

Cancellations. The specific conditions accepted for that booking apply. Where a provider retains an amount on cancellation, what is refundable to you is what is actually recoverable under those conditions, and we show you how it is calculated.

Refunds. We process them through the same channel we received payment, unless we agree otherwise, and within a reasonable time from the provider confirming the recoverable amount.

All of the above is without prejudice to the rights the law gives you when a service is not delivered or does not match what was offered.

9. Your right to withdraw

Where a booking is made at a distance — through this site, WhatsApp, email or by phone — the Mexican Federal Consumer Protection Law gives you a five-business-day right of withdrawal, without liability, counted from signature or confirmation of the transaction.

That right does not apply where the service date is ten business days or fewer from the date of the order, which is the case for a good share of travel bookings. Your confirmation tells you whether your booking falls inside or outside that window.

To exercise it, simply write to us at info@communityconcierge.mx.

10. Weather, safety and force majeure

Sailing, diving, flying and going into the jungle depend on the weather and on the authorities. Four situations are worth telling apart, because each is resolved differently:

• You cancel by choice: the cancellation conditions of your booking apply.
• The provider cancels or changes the service: we offer you a new date or an equivalent alternative, and if neither works, we arrange the refund that applies under the relevant conditions and the law.
• A safety decision: the captain, the guide or the operator may change a route, shorten an activity or stop it when safety calls for it. That is their call and their duty.
• Port closure, severe weather or force majeure: what your booking provides applies. Several operators refund in full when the harbour master closes the port; others rebook. Your confirmation says which.

Force majeure covers events beyond the reasonable control of either party: weather events, closures or instructions from the authorities, health restrictions, widespread utility outages, civil unrest and similar events.

We recommend travel insurance covering cancellation, medical assistance and trip interruption.

11. Villas and accommodation

For accommodation, Community Concierge normally acts as an intermediary between you and the owner or manager of the property, who operates it.

Your confirmation states maximum occupancy, check-in and check-out times, the security deposit if there is one, the policy on additional guests, the events policy and the house rules. Maximum occupancy and house rules are set by the owner and form part of the booking.

Damage to the property or its contents, and extraordinary cleaning where it applies, are covered under the property's conditions, with an itemised breakdown.

One important point: booking a villa does not by itself include Guest Management, concierge, Trip Design or any other Community Concierge service. Those are contracted separately and are stated expressly in the booking when they form part of it.

12. Boats and yachts

Private charters are operated by independent nautical companies with their own crew, permits and insurance.

Your confirmation states the vessel, the contracted capacity, the duration, the departure marina and what is included. Dock fees and other port charges, where they apply, are listed separately because they are collected by the port or the operator.

The route, the timings and the decision to sail belong to the captain and the operator, who may adjust them for sea, weather or safety conditions. Weather, cancellation and on-board conduct policies are each operator's own and are sent to you with your booking; they are not the same for every vessel.

13. Transportation

Private transfers always operate on prior reservation.

For airport arrivals we need your flight number: with it we monitor the flight in real time and adjust the pickup. For other services we need the meeting point, the time and the number of passengers and bags.

Vehicle capacity, luggage allowance, car seats when you need them, additional stops, waiting time and night services are quoted and itemised with your route. Grace periods, waiting charges and the no-show policy are stated in your confirmation.

Extraordinary cleaning and damage to the vehicle, where they apply, are charged as stated in your booking.

14. Tours and experiences

Tours, visits and experiences are operated by independent providers, parks and certified guides.

Your confirmation states the schedule, the meeting point, the duration, the number of participants, what is included and the requirements that apply: minimum age, fitness, health requirements, necessary equipment and site restrictions. Some activities carry inherent risks and call for following the guide's or operator's instructions throughout.

Access, opening hours and conditions at parks and sites are set by each venue and can change for weather, capacity or a decision by the authorities.

15. Services at the villa

Chefs, bartenders, therapists, instructors, nannies, photographers, musicians and other services delivered inside the property are performed by independent providers.

These services require the property to allow the provider access; some villas work with their own staff or their own suppliers, and in that case we work to the house rule. Your confirmation states the schedule, the duration, the number of people, what is included and the requirements of the service, including the provider's travel fee where that service carries one.

16. Trip Design

Trip design carries its own fee, published by plan, because it is work in itself. The first fifteen-minute call is free.

• Essential Planning: USD 150.
• Tailored Stay: USD 450.
• Full Planning: USD 1,200.

The fee is paid in advance when the work begins and is non-refundable once started, because it pays for design time rather than for holding a service.

Credit: with Tailored Stay, USD 135 of the fee becomes credit toward your trip when you book USD 5,000 or more with us within 30 days of receiving your proposal. With Full Planning, the credit is USD 360 when you book USD 9,000 or more in the same window. Essential Planning does not include credit.

Booking services on their own never requires Trip Design.

17. Conduct, damage and minors

We ask of you what we ask of any guest: look after the spaces, respect the rules of the property, the vessel and the provider, and follow the safety instructions.

The provider may stop an activity where the safety of the people involved calls for it, or where conduct puts someone at risk. Damage to third-party property, extraordinary cleaning and the extraordinary costs that follow are covered under the conditions of the booking, with an itemised breakdown.

Minors. Minors travel and take part under the responsibility and supervision of a parent or guardian. Some services set a minimum age or specific requirements for minors; where they do, this is stated in the quote and the confirmation.

18. Liability

Community Concierge answers for the services it delivers directly and for its own conduct as an intermediary: careful selection of the provider, faithful transmission of the booking, the information we give you and the assistance we provide during the trip.

The actual performance of a service by an independent provider, and that provider's own obligations, are theirs. If a booked service is not delivered or does not match what was offered, we help you obtain an equivalent solution or the refund that applies, and we cooperate with you in the claim against the final provider.

Some nautical, water and adventure activities carry inherent risks that are accepted by taking part and that are reduced by following the operator's instructions. So that we can deliver the service properly, the information you give us — number of passengers, ages, flights, relevant health conditions, special requirements — needs to be accurate and complete.

Nothing in these terms releases us from the responsibility that is legally ours, shifts it to you or to a third party, or requires you to waive the protection of the law.

19. Site information, photographs and descriptions

We keep the published information accurate and review it often. Part of it comes from providers and can change.

Photographs are representative of the service and the property; spaces, furniture and décor may vary. If we spot an obvious material error in a price or a condition before confirming your booking, we tell you straight away and offer you the correct option or cancellation at no cost. A booking already confirmed and paid is honoured on its terms.

20. Local Guide

Our Local Guide is an independent editorial selection of places we recommend to help our guests discover the Riviera Maya and Cancún. Businesses featured in it are independently owned and operated, and their inclusion does not imply that Community Concierge owns, operates, represents or is affiliated with them unless expressly stated otherwise.

Third-party prices, hours, availability, services, policies and experiences are set by each establishment and may change at any time; we do not guarantee them. Please check the establishment’s official website for current information and make your own decision before visiting.

Community Concierge is not responsible for services, purchases or experiences arranged directly between guests and third-party establishments. For experiences or services specifically offered through Book with CC, or when we book or arrange a service for you, these terms apply to that booking.

21. Intellectual property

The texts, photographs, videos, design, brand and other content on this site belong to Community Concierge or to those who authorised their use. You are welcome to read them, share links and use them to plan your trip. Reproduction, distribution or commercial use requires our written authorisation.

22. Privacy

The handling of your personal data is governed by our Privacy Notice, which forms part of these terms and explains what data we collect, what we use it for, who we share it with and how to exercise your ARCO rights.

23. Changes to these terms

We may update these terms to reflect changes in our services or in the law. The current version is always published at this address, with the date of its last update below.

Your booking is governed by the version in force at the moment you confirmed it. A later update does not change a confirmed booking to your detriment.

24. Languages

These terms are published in Spanish and in English. The Spanish version is the binding one and prevails in the event of a discrepancy, as the version that corresponds to the applicable Mexican law. The English version is offered for your convenience.

25. Governing law and resolving disputes

These terms are governed by Mexican law, in particular the Federal Consumer Protection Law and the applicable tourism regulations.

If something does not go as you expected, write to us first: most situations are resolved by talking. If you prefer a formal route, the Federal Consumer Protection Agency (PROFECO) has administrative competence over disputes on the interpretation and performance of these terms. You also keep the actions the law gives you before the competent courts of your domicile or ours.

Nothing in this document requires you to waive the protection of the Federal Consumer Protection Law or submits you to foreign courts.

26. Contact

Community Concierge Your Trip Designer, S.A. de C.V.
Tax ID CCY220810N7A
Av. V Lago P.A., Mza 26, Lte 32 y 33, Int. 105, Puerto Aventuras, Municipality of Solidaridad, Quintana Roo, 77733, Mexico
Phone: +52 1 55 3439 3953 (WhatsApp)
info@communityconcierge.mx

For the operational detail of bookings and payments, see also Booking Information.

Last updated: October 6, 2026