Privacy Policy
Last updated: 8 November 2026
This policy explains how Onze Retreats Mexico ("Onze Retreats", "we"), which operates Onze Xpu-ha in the Riviera Maya, Mexico, collects and uses personal information when you enquire about, book or stay with us, including when you contact us by email, through our website forms or on WhatsApp.
Information we collect
- Contact details: name, email address, phone or WhatsApp number, country.
- Booking details: dates, number of guests, guest names and ages, dietary needs and allergies, room preferences, flight times, and requests you share with us.
- Messages you send us by email, website form or WhatsApp, and our replies.
- Payment records (amounts, dates and references). Card payments are processed by Stripe; we never see or store full card numbers.
- Signed booking terms (name, signature, date, time and IP address).
How we use it
- To answer your enquiry, prepare quotes and manage your booking and stay.
- To take payments, damage deposits and keep accounting and tax records.
- To prepare your arrival with our property team (meals, rooms, transfers, experiences).
- To send messages about your booking. We do not sell your information or use WhatsApp for marketing without your consent.
If you message our WhatsApp Business number, your messages and number are received through the WhatsApp Business Platform (Meta) and stored in our booking system so our team can reply and keep your booking details in one place. WhatsApp's own handling of your data is described in WhatsApp's privacy policy.
Who we share it with
Only the service providers we need to run your booking: our property operator and on-site team, payment processors (Stripe, banks), our calendar and email providers (Smoobu, Google), Meta (WhatsApp), our accountants, and the suppliers of services you book (for example airport transfers). Each receives only what they need.
How long we keep it
Booking and payment records are kept for as long as Mexican tax and accounting law requires. Enquiries that don't become bookings are kept for up to three years so we can help you with future stays, unless you ask us to delete them sooner.
Your rights and data deletion
You can ask to see, correct or delete your personal information, or stop receiving messages from us, at any time by emailing admin@onzeretreats.com or replying "STOP" on WhatsApp. We will respond within 30 days. Records we must keep by law (such as payment records) are retained for the legal period only.
Contact
Onze Retreats Mexico · Rancho Xcaret Fracción 1, Carretera Chetumal–Puerto Juárez km 286, Playa del Carmen, Solidaridad, Quintana Roo 77710, Mexico · admin@onzeretreats.com