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.

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. 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. Security Deposit is only requested on bookings made out of airbnb if you rent through Airbnb disregard the request of the security deposit

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 area 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.