Booking a hotel or vacation rental in Mexico: prices, cancellations and your rights

Mexico had 27,520 businesses offering temporary lodging in December 2024, according to the national business directory (DENUE) of the statistics institute INEGI, as cited by the consumer protection agency Profeco. Profeco explains the rules from the federal consumer protection law and the General Tourism Law that apply to hotels and to homes rented through online platforms. This guide sets out what those laws require, as Profeco explains them, and what to do when a booking goes wrong.

The price you are quoted is the price you pay

Under article 76 bis of the federal consumer protection law (LFPC), Profeco says, the companies behind lodging platforms must:

• state their identity and a physical location in Mexico, so you can reach them with a complaint
• describe what they offer clearly and truthfully
• show the total price in Mexican pesos, including taxes, commissions, interest, insurance and any other cost or extra charge

Profeco adds that rental platforms may charge a cleaning fee, which appears in the final price before you confirm. In its advice for travelers to the 2026 World Cup, it said the price you reserve must be respected at check-in, and no charges may be added without telling you. It advises checking the total before paying, comparing prices on several platforms, and keeping evidence of both the advertised and the charged price if you want to report overpricing.

What to check before you confirm

Profeco's checklist for a hotel booking is four points: the cancellation policy and refund conditions; the total price with all taxes and charges included; what happens if the hotel cancels; and the deadlines and channels for complaints. For homes booked through a platform it adds:

• Read the cancellation policy before confirming, because it varies by host and by platform.
• Never pay outside the platform: you lose all consumer protection.
• Check the location, the photos and recent reviews.
• If the place does not match the listing, report it at once to the platform and to Profeco.

It also reminds renters that a home is not a hotel: guests usually cook and clean for themselves, and should leave the place as they found it.

If the hotel cancels or overbooks

In July 2026, Profeco highlighted an article in issue 593 of its Revista del Consumidor stressing that no provider can cancel a service already contracted without offering an alternative or compensation. That may be relocation in equivalent conditions, a new date, or a full refund of what you paid. The rule holds even when the cancellation comes from overbooking: the provider must tell you about changes in advance and offer solutions that make up for the inconvenience. If the provider cancels without good reason, Profeco says you are entitled to a full refund and can ask for it to be returned through the same payment method you used.

Keep your payment receipts, the contract, the confirmation or reservation number, and a record of every message with the provider. You have one year from the date of booking, of payment or of your last request to file a claim.

What tourism businesses owe you

Profeco also summarizes the obligations that Mexico's General Tourism Law places on tourism service providers. They must:

• display at the entrance the address, phone number or email of the person in charge and of the authority that takes complaints
• give the prices, rates, conditions, features and total cost of their services
• honor services, prices, rates and promotions as advertised, offered or agreed
• issue a detailed invoice, bill or tax receipt for what they charge
• make buildings and services accessible to people of any condition
• provide their services in Spanish

Guests, in turn, must follow the usual rules of conduct and the establishment's regulations, and respect the natural surroundings and cultural heritage of the places they visit. Several official standards (NOMs) apply to lodging and tourism, as Profeco lists them:

Safety at the hotel

The UK Foreign, Commonwealth and Development Office (FCDO) travel advice for Mexico, last updated October 20, 2026, and still current on October 29, tells travelers to "watch your luggage, even in apparently secure places like the lobby of your hotel", and notes that "In some hotels, balcony railings are low and there is a risk of falling."

Its regional section says: "Drug-related violence affects the northern states of Sonora, Chihuahua, Coahuila, Nuevo Leon, Tamaulipas, Sinaloa and Durango." For cities in those states it advises: "Take care in Ciudad Juárez or other cities in northern states. Travel during daylight hours when possible, tell relatives or friends of your travel plans and only use reputable hotels."

Where to complain

Profeco can mediate quickly through Conciliaexprés and its online service Concilianet, for providers enrolled in them. If a provider is not enrolled, you can file a formal complaint at one of Profeco's 38 consumer defense offices around the country. Its Teléfono del Consumidor is 55 5568 8722 or 800 468 8722, and misleading advertising can be reported to publicidadenganosa@profeco.gob.mx. For tourist information, Profeco points to the tourism ministry, SECTUR, on 078 or 55 3002 6300.