After you submit your request through this page one of our Agents will contact you to help you with any questions you may have and a Rental Lease with all our policies will be sent to you so you can complete your booking.

Cancellation Policies

All holiday reservations, bookings, and/or deposits are non-refundable, including stays during Thanksgiving, Christmas, New Year’s, and Easter Week.

Cancellation requests must be submitted in writing to the booking agent. Applicable charges depend on how far in advance the cancellation is received prior to the arrival date.

Refunds, when applicable, are as follows:

• 90 to 60 days prior to arrival: 70% of the amount paid will be refunded. A 30% cancellation fee applies for administrative expenses.

• 60 to 30 days prior to arrival: 50% of the amount paid will be refunded.

• Less than 30 days prior to arrival: No refund will be issued (100% non-refundable).

No refunds will be granted for unused services, and under no circumstances will any refund exceed the total amount paid.

We strongly recommend purchasing trip cancellation insurance through your local travel agency.

In the event of cancellation due to COVID-19 or a similar contingency, guests may change their travel dates one time only. If the new dates fall within a higher season, the applicable rate difference will be charged. If the reservation is cancelled after the date change, no refund will apply.

If a property becomes unavailable due to circumstances beyond our control after a deposit has been received, we reserve the right to either:

• Relocate the reservation to a comparable property, or

• Refund the deposit in full.

During Your Stay

Please inspect the property upon arrival. If you notice anything damaged or broken, notify us immediately so we may remove it from inventory or repair it as soon as possible. Any unreported damages may be charged against your security deposit.

Our concierge team receives reports Monday through Saturday, from 8:00 AM to 8:00 PM, by email or message. Non-emergency matters will be handled during regular business hours:

• Monday to Friday: Standard business hours

• Saturday: 9:00 AM to 12:00 PM

Our office and maintenance services are closed on Sundays and holidays.

We are committed to providing excellent service and will gladly assist you during your stay when issues are reported promptly.

Important Electricity (Hydro) Policy

• Weekly bookings of 1 to 26 nights include an allowance of 21 kWh per day.

• Electricity is not included for monthly rentals of 28 nights or more. Usage will be charged at $0.39 USD per kWh (approximately 5.60 MXN per kWh).

• The concierge will provide a photo and location of the meter so you may monitor your consumption.

• Any outstanding electricity balance must be paid at check-out by:

  • Cash, or

  • Credit card (5% additional processing fee applies). 

  • Or Airbnb resolution center must be paid at check out through the plattaform

Check-In Requirements

A valid government-issued ID must be presented at check-in. We are required to keep a copy for our records.

Your private information is securely protected and will not be shared.

SECURITY DEPOSIT

A 500 to 1000 usd Security deposit that is refundable at check out will be requested at check in.

We can do a hold on your credit card

Receive cash

Or by holding it in Wise.com 

The concierge will ask you how you want to submit it and help you to process the deposit.

Please be aware that we need the deposit to to the check in and give you access to the Property.

Service Provider Disclaimer

We are not responsible for interruptions or failures caused by external service providers, including but not limited to:

• Water supply

• Electricity company

• Gas company

• Pool maintenance

• Common area services

• Internet and cable providers

In such cases, no refunds or complimentary nights will be provided. However, we will make every reasonable effort to report and resolve issues as quickly as possible, typically within 24 hours of being notified.

Property Rules

• No parties, loud music, or excessive noise after 10:00 PM inside the condo or in common areas. Penalties of $100 USD may apply.

• No smoking inside the condo.

• No overnight guests other than those registered at check-in.

• Please don`t use the towels to remove make up, we provide a black towel for that matter.

• Penalties of $100 USD or more may apply.

House Manual

The concierge will send you an email a few days prior to arrival with check-in instructions and the property location map. Please check your spam or junk folder if you do not see it.

For late arrivals after 8:00 PM, the concierge will provide self check-in instructions and key pickup details from a lockbox.

Important Information

Please help us maintain the property in excellent condition by observing the following:

• Take good care of all items in the property.

• Report any damage immediately to the concierge.

• Do not sit on furniture or beds with wet swimsuits or sunscreen. Cleaning charges of $100 USD may apply.

• If traveling with small children, please take precautions to protect mattresses from accidents.

• Do not eat or drink on sofas or beds.

• Do not use towels as floor mats or to remove oils/sunscreen from skin.

• When using the air conditioning, keep windows and doors closed. Recommended temperature: 24°C to 25°C to reduce excess electricity usage.

• Do not smoke inside the unit.

• Do not light candles or incense indoors or unattended.

• Do not hang towels from balconies, as many complexes impose penalties.

• If washing linens or towels, do not mix whites with colored items.

• Ask the concierge where to dispose of garbage. Do not leave trash outside the door. Bins are typically located in parking areas or designated outdoor spaces.

• If you have cleanings included in your rent the Concierge will let you know at check in and also will remind you before the maids pass by, if you cancel the cleaning last minute it cannot be replaced and you lose it. You are not allowed to hire external cleaners during your stay; only our staff can do the cleanings (no laundry is included). Extra cleanings must be requested at least 3 days before and have an extra cost that depends on the property.

• The cleaning crew is not allowed to touch personal belongings, please leave the are free so they can clean properly.

• Our crew is very honest but we suggest you to always put your values on the safe.

Thank you for helping us care for the property. We truly appreciate your cooperation.

Welcome to Playa del Carmen, our little paradise in the Riviera Maya.