Frequently Asked Questions
1. Where are the properties located?
The properties are situated in Playacar (adjacent to Playa del Carmen) and Puerto Aventuras (15 minutes south of Playa del Carmen) in the state of Quintana Roo, Mexico, within close proximity to the beach, local dining, shopping, and cultural attractions. Guests will find it convenient for both leisure and business travel.
2. How far are the properties from the airport?
Playacar is approximately 50 minutes from Cancun, and Puerto Aventuras is about 65 minutes from Cancun International Airport. Private transfers, taxis, and rental cars are readily available. We are happy to recommend reliable transportation services.
3. What amenities are included with the rental?
Guests enjoy access to:
- A fully equipped kitchen
- High-speed Wi-Fi and Smart TV
- Air conditioning
- Fresh linens, towels, and basic toiletries
- Swimming pool
- Secure on-site parking
4. Are the properties suitable for families?
Yes. Both properties are family-friendly and offers ample space for children. Upon request, we can assist with arrangements for baby equipment such as cribs or highchairs.
5. Are pets permitted?
We welcome small, well-behaved pets with prior approval and a cleaning fee.
6. What is included in the rental price?
The rental rate covers Wi-Fi, access to condominium amenities, and a professional cleaning prior to arrival. Additional cleaning services during your stay can be arranged for an extra fee. The rental rate does not include electricity.
Our properties are meticulously cleaned prior to your arrival and bedding clothing, towels, kitchen utensils, etc. are thoroughly disinfected
7. How secure are the properties?
Our guests’ safety is our priority. Both gated-communities feature 24-hour security personnel, gated entry, and CCTV monitoring.
8. Do we provide transportation services?
While we do not provide airport transfers directly, we can recommend trusted shuttle services, private drivers, or car rental providers to ensure a smooth arrival and departure.
9. What are the check-in and check-out times?
- Check-in: 3:00 PM
- Check-out: 11:00 AM
Early check-in and late check-out requests will be accommodated whenever possible. - 48 hours prior to your arrival we will send you a QR code that will allow entry into either Playacar or Puerto Aventuras. 24 hours prior to your arrival we will send you a code that will allow to enter the property. At the same time we will provide you with parking information.
10. What is our cancellation policy?
Cancellations made 30 days prior to arrival are eligible for a full refund. For later cancellations, refund eligibility will depend on the terms as described in Rates & Cancellations.
11. How do I confirm a reservation?
Reservations may be made securely through our website, or direct contact information with the appropriate property manager. A deposit is required to confirm the booking.
12. Who should I contact during my stay?
Guests will be provided with the contact details of our local property manager, who will be available for assistance, inquiries, and emergency support throughout the stay.
13. Unexpected events
What happens if flights are cancelled, or you are not able to travel as a result of happenings outside your control (government restrictions, natural disasters, etc.)? We offer our guest credits or partial refunds depending on the timing of the cancellation. We strongly encourage our guests to purchase travel insurance so as to protect your investment.
