House Rules
Before booking, it is the guest’s obligation to review the photos, descriptions, house rules, and Airbnb’s cancellation policies to avoid confusion or claims. The Airbnb is located in a condominium that has its own rules, independent from ours. It is the responsibility of the primary guest to comply with and ensure that all accompanying guests comply with all rules published in our Airbnb listing and especially in the house rules.
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CONDOMINIUM RULES:
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1. Incidentals Deposit and Resort Fee
8 days prior to your arrival (or immediately after booking if your arrival is sooner), you will receive a message with instructions to complete an online pre-check-in where you must upload a valid ID and choose a payment method for the resort fee of $10 USD per night for each guest over 12 years old and $5 USD per night for each child between 2 and 12 years old, which is mandatory, non-refundable, and not included in the lodging price. You must also pay a mandatory $100 USD deposit to cover incidentals, which will be refunded after checkout, after deducting any extra charges or damages if applicable.
Neither the resort fee nor the deposit can be paid upon arrival, as the resort where the condominium is located only assists us with in-person check-ins but cannot collect any money on behalf of the condominium or ourselves.
The resort fee includes:
• Beach access
• Access to the resort’s two pools
• Access to beach palapas (first-come, first-served)
• Access to the children’s water park with slides and water games
• Access to authentic Mayan ruins within the resort
• Resort activities and events (subject to availability; some events may have an additional cost)
• Wireless internet
• Parking for one vehicle per reservation (first-come, first-served)
Any of the services or amenities included in the resort fee may be suspended without prior notice for reasons beyond the control of the condominium or ourselves, and without the right to a refund.
IMPORTANT:
If your booking is $125 USD or more, we will request payment for the resort fee and deposit through the Airbnb platform.
If your booking is $124 USD or less, you may choose to pay with a credit card. For guests in Mexico we also offer the option of bank transfer, and for guests in the United States, we offer Z elle.
Only Visa and Mastercard are accepted for credit card payments by the condominium. Digital cards are not accepted, as those transactions require registering the CVV, and digital credit card CVV's changes constantly.
The deposit will be refunded to the original payment method, after deducting any applicable charges, within a maximum of 7 business days from the checkout date.
If you are unsure which fees Airbnb authorizes to be collected outside the platform, you can check this link:
https://www.airbnb.mx/help/article/199?#section-heading-0-0
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2. Number of Guests
The number of guests (adults, children and babies) selected at the time of booking must exactly match the number of people checking in upon arrival.
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3. Checkout
It is important that guests respect the checkout time selected in the pre-check-in form, as cleaning will be scheduled accordingly.
If guests check out after the selected time, the condominium may charge a late checkout fee of $20 USD for every 15 minutes of delay.
If the delay exceeds one hour, the condominium reserves the right to evict the guest in addition to applying the corresponding fee.
If you change your mind and need to check out later than planned, you must request it by 11:00 p.m. the night before, so we can reschedule the cleaning.
If you wish to remain at the resort after leaving the Airbnb, you may do so until 3:00 p.m., but must return the wristbands received at the front desk just before leaving.
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4. Parties, Noise, and Pets
Parties are not allowed. Quiet hours are from 10:00 p.m. to 8:00 a.m.
Pets are not allowed.
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5. Visitors
For safety reasons, visitors are not allowed. If you plan to have someone visit you, it is important to add them to your reservation from the beginning. If more guests are staying than those listed in the reservation and without informing the host, guests may be evicted from the resort and the reservation may be canceled without refund.
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6. No Smoking
According to Mexican law, the resort and condominium are “Smoke-Free Areas.” However, for your convenience, there are a few designated outdoor smoking areas in the resort’s common areas (please ask at the front desk or security). If you smoke inside the condominium, you may be fined $125 USD.
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7. Prohibited Substances and Weapons
In Mexico, the consumption or sale of narcotics and the possession of firearms are prohibited. If guests engage in illegal activities, resort security will be obligated to contact the authorities.
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8. Liability Waiver
The condominium reserves the right to enter the Airbnb without prior notice in case of emergency or urgent repair to avoid damage to the Airbnb, the guests, or the neighbors. We recommend keeping valuables in the safe, as neither the condominium nor we are responsible for any losses.
If you request the hotel’s bellboy to store your luggage before check-in or after checkout, neither the condominium nor we are responsible for your belongings.
The condominium carries out a monthly fumigation, including apartments and rooms. If fumigation coincides with your stay, you will be notified the night before. Technicians will be accompanied by trusted staff, but guests must secure valuables in the safe and store personal belongings on beds, in closets, or inside suitcases. The fumigation product is safe and non-toxic for humans and will be applied carefully to avoid contact with your belongings.
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9. Service Failures
The resort is responsible for air conditioning, water, hot water, electricity and internet. In the event of a failure, the primary guest must notify us immediately so we can inform the hotel for repair.
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10. Products
For your convenience, the Airbnb is stocked with snacks and beverages at accessible prices. You may take them to the beach using the small cooler found in the closet. If you consume any, we will send you a breakdown after checkout and the condominium will charge your registered card or deduct the cost from the deposit. You can check prices and inventory by scanning the QR code next to the products and on the refrigerator door.
If the deposit or credit card hold is not enough to cover the charges, you agree to pay the difference, and we will send payment options, including an Airbnb payment request.
It is your responsibility to verify the inventory as displayed in the QR code. Any discrepancies must be reported immediately. You may also bring your own food and drinks into the Airbnb if you wish.
OUR RULES:
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1. Changes or Cancellations
For cancellations, we adhere to Airbnb’s cancellation policy, which was displayed before booking.
As per Airbnb’s policies, we reserve the right to accept or decline any change. For any change—whether in number of guests, number of nights, or dates—the guest must contact us through Airbnb message so we can evaluate the alternatives, according to the following terms:
1.1 Date Changes:
We do not allow date changes to future dates if less than 60 days remain until the arrival date. We may allow changes to earlier dates if those are available.The new price from any change must not be lower than the original, and a 10% administrative fee will apply.
1.2 Changes in Number of Nights:
If increasing the number of nights, the proportional nightly rate will apply, plus a 10% administrative fee. If reducing the number of nights, no refund or rate adjustment will apply.
1.3 Changes in Number of Guests:
If increasing the number of guests (provided the capacity allows it), the extra cost will be calculated by dividing the total lodging price by the number of original guests, then multiplying by the number of additional guests (adults or children). A 10% administrative fee based on the total reservation will also apply.
If decreasing the number of guests, no refund or rate adjustment will apply.
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2. Reservation Holder
We do not accept reservations made by someone on behalf of family or friends unless the reservation holder is staying at the property.
Otherwise, we will request Airbnb to cancel the booking without refund.
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3. Replacement and Extra Cleaning Costs for Towels, Sheets, Pillowcases, Quilts, and Mattress Protectors
Please treat everything as if it were your own. Do not use towels to clean objects or remove makeup. Be aware that some sunscreens and hair dyes contain chemicals that are very difficult to remove.
If you find any towel, sheet, pillowcase, quilt, or furniture stained upon arrival, you must report it within the first 2 hours of check-in.
Extra laundry fees for stains:
• Bath or pool towel: $5 USD
• Hand towel: $2 USD
• Sheet: $5 USD
• Pillowcase: $1 USD
• Pillows, mattress covers, blankets: $10 USD
Replacement costs:
• Bath and pool towels: $30 USD
• Hand towels and pillowcases: $15 USD
• Sheet sets: $30 USD
• Quilts and mattress protectors: $50 USD
If you need a towel change during your stay, request it at least 24 hours in advance.
All services are subject to availability.
Cost: $2 USD per towel; $10 USD per set of sheets and pillowcases.
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4. Malfunctions
You acknowledge that the Airbnb may experience sudden malfunctions in its facilities or equipment. If this occurs, you must inform the Host immediately so they can take the necessary steps to repair it. The Host will do everything possible to resolve the issue quickly, but timing depends on the nature of the issue and technician availability. No refunds apply in case of a sudden malfunction.
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5. Damages
Please take care of the common areas, the condominium, and especially the Airbnb and its contents, as if they were your own.
If you or your guests cause any damage, you may be held responsible even beyond the retained deposit.
One of our staff members records a video of the Airbnb showing all equipment and contents before each check-in. It is your responsibility to report any damage or discrepancy within 60 minutes of check-in.
Failure to do so may result in liability.