General Terms of Stay
To ensure a clear, peaceful, and well-organized stay, please find below the main conditions applicable to your reservation.
1. Check-in and Check-out Times
Check-in generally starts at 3:00 PM and check-out must be completed before 11:00 AM.
Depending on property availability, early check-in or late check-out may be possible — please let us know in advance so we can check whether the property is ready or whether the cleaning team can adjust.
2. Security Deposit
Depending on the property booked, a security deposit may be required.
It is provided at the time of booking or on the day of arrival.
The amount is fully refunded on the day of departure, after the property has been inspected and in the absence of damage.
3. Property Cleanliness
Each property is carefully prepared: full cleaning, fresh linens, clean towels, and amenities ready for use.
We simply ask that the property be left in reasonable condition at the end of your stay.
In the event of excessive mess, abandoned trash, or unusual conditions, additional cleaning fees may apply.
4. Damage and Missing Items
Any damaged or missing item, or any damage caused during the stay, may be charged based on repair or replacement cost.
We simply ask that you treat the property as you would your own.
5. Smoking
Smoking is strictly prohibited inside the property to maintain hygiene and prevent lingering odors.
Smoking is permitted on balconies, terraces, or outdoor areas, when available.
6. Noise and Disturbances
Properties are sometimes located in residential buildings or neighborhoods where families live year-round.
During the day, a normal noise level is not a problem.
In the evening and at night, we ask that you respect the peace and quiet of the neighborhood:
- no parties or events are permitted,
- respectful behavior is expected in common areas and outdoor spaces.
The goal is to ensure a pleasant stay for everyone.
7. Electricity and Responsible Use
Electricity is particularly expensive in the region and may occasionally experience minor fluctuations or brief outages beyond our control.
We encourage responsible use, especially of air conditioning, to support reasonable consumption and avoid overload.
In the event of a general outage, restoration depends solely on the local provider.
8. Internet and Variable Performance
Internet quality may vary depending on the area in Playa del Carmen.
We always provide the best available service, but temporary slowdowns or outages may occur.
If a local outage occurs, we contact the provider, but we cannot be held responsible when restoration is outside our control.
9. Cancellation and Modification Policy
A deposit of 50% of the total stay amount is required to confirm the reservation and hold the dates.
Cancellation and modification terms depend on the selected property and its specific conditions.
Depending on the property selected:
- cancellation may be possible up to 30 days before arrival,
- a date change may be offered without refund,
- no cancellation or modification may be allowed after confirmation.
In some cases, a postponement or stay adjustment may be considered depending on availability.
As a result, the deposit paid may be non-refundable, partially refundable, or transferable according to the conditions applicable to the selected property.
To learn the specific conditions related to your reservation, please ask us when confirming your booking.