Frequently Asked Questions

Rental Policies

What are the check-in and check-out times?

Check-in is anytime after 2pm, check-out is before 12 pm.

What is the early check-in and late check-out policy?

May be available upon request, but may incur an additional fee.

Is there a policy on not allowing children?

Children are allowed as long as they are supervised. We must stress that there are many areas that are steep and without rails. Plus, we have our property dogs that may play too rough for some children.

How does parking work?

There is limited parking on site, but there is plenty of parking available on the main road.

Do you have 24/7 staff support?

We are available between 8am - 8pm local time

What is the maximum occupancy for the houses?

La Casa Redonda: 2 people ages 18 and up.

La Casa Chilam: 2 people ages 18 and up.

El Cuarto 1: 2 people all ages.

El Cuarto 2: 1 person ages 10 and up.

El Cuarto 4: 2 people all ages.

El Cuarto 5: 1 person ages 10 and up.

What is the Pet Policy?

We do allow dogs to stay on the property for an extra fee. Please note we also have dogs of our own who are super loving. We do not allow cats on the property for their own safety. 

Payment Questions

Can I pay my full balance when I book?

Of course!

Can I pay with multiple credit cards?


Do you have any discounts available?

Yes, Enjoy exclusive discounts of 20% for a 7-night stay and 45% for a 30-night stay. Enter your dates and the discount will automatically appear at checkout!

Is the cleaning fee optional?

No, it is not. We want to ensure that all our guests enjoy their stay and part of that is the house being in its best shape when they arrive!

What is the cancellation policy?

100% of paid prepayments refundable when canceled 30 days before arrival or earlier.

50% of paid prepayments refundable when canceled 14 days before arrival or earlier.

0% refundable if canceled after.

Check-In Questions

Do you allow early check-ins?

May be available upon request.

Do you allow late check-outs?

May be available upon request.

How do I obtain the keys?

Our manager, Tomi will meet you give you the keys and show you how to enter each unit.

What if we're locked out of our unit?

We are available by phone and have people around to come help, if help is needed between the hours of 8am and 8pm. Additional fees may apply if requested at off hours.

What time is check-in?

2 pm check-in, check-out 12 pm


What if we have a maintenance emergency during our stay?

We are available to help! Please call so we can determine a repair plan.

Can I bring my dog?

Yes, for an additional fee.

Can I rent this for my children and their friends?

No, the primary renter must be staying in the house during the time of rental.

Is smoking and/or vaping allowed in or around your properties?

No smoking is allowed due to the palapa roof of Casa Redonda.