BEFORE, DURING AND AFTER YOUR STAY

1. Please remember that we are not a hotel and that we do not have a reception service, so we have to go personally to open the door for you. This is why it is of the utmost importance that we are communicated and that you keep us informed as accurately as possible of your arrival time, with the purpose that neither YOU nor WE HAVE TO WAIT and we can be ready to receive them without hiccups.

2. For the same reason, we also do not have a luggage deposit service, as we do not have the appropriate facilities for it and we cannot receive or be responsible for your luggage before your check-in time or after your check-out.

3. Only the confirmed number of guests will be admitted to the property. In the event that more occupants arrive or more people are found occupying the property, we reserve the right not to accept and/or to immediately evict all guests without the right to a refund under any circumstances. In case of fines imposed by the building management, YOU will be responsible for paying for them.

4. The property rental does not include food or drinks.

5. Note: We remind foreign guests that the tap water is not potable, so we recommend that they drink bottled water, which can be purchased at any store.

6. The apartment rent includes gas, water, internet and security services. Regarding electricity, read carefully what is set forth below:

7. For SHORT-TERM rentals (1 to 27 nights), 30 kWh per day is included in the rental price; any excess consumption must be paid at check-out in CASH (USD, EUROS or PESOS) at a rate of 6 PESOS per kWh.

8. For LONG-TERM rentals (28 nights or more), since it is a special rental rate, no utilities will be included in the price, and 100% of the electricity consumption must be paid at check-out, IN CASH (USD, EUROS or PESOS) and at a rate of 6 PESOS per kWh.

9. For electricity payments, DEBIT OR CREDIT CARDS are NOT accepted, with no exceptions.

10. We will provide you with pool and bath towels and leave you enough shampoo, bath soap, and toilet paper to start your stay. Once the product provided is finished, you will need to purchase the one you need.

11. We will greet you in person to show you the apartment, how it works, and the common areas. Check-in time is from 4:00pm to 9:00pm, for the case of arrivals after 9pm, an extra amount will be charged depending on the property, no exceptions. (in case of doubt ask).

12. Early Check-in. In case you have chosen to pay the early check-in service to enter the property before 4:00pm (prior availability and acceptance by us), it is necessary that you pay the amount for this service in cash (USD, EUROS or Mexican pesos) on the day of your arrival.

13. Once early check-in is confirmed, and since we will make changes to our logistics to be ready at the requested time, only cancellations and/or changes notified within 24 hours prior to the agreed check-in time will be accepted; any subsequent change or cancellation will not exempt payment.

14. You will not be allowed to enter the property if you do not make (if applicable) upon arrival the FULL cash payments related to: security deposit, transportation, early check-in and/or any other required and/or agreed service. CREDIT CARD PAYMENTS ARE NOT ACCEPTED.

15. Upon arrival you will be shown the property and we will review the inventory with you. Upon completion, we will ask you to sign a copy of the inventory and regulation, and leave a copy for you. In the event that something is missing and/or is not satisfied; you must indicate AT THAT moment, since once signed, you are approving its content and the status of the property.

Both you and any of your guests must respect the internal regulations of the department and the common areas, displayed on signs and planks, in the event that such non-compliance generates fines of any kind, you will be notified immediately to be paid no later than the day of your departure or will be deducted from the security deposit.

16. Be careful with the bedding and furniture upholstery. In the event that there are stains that cannot be removed with normal laundry and/or cleaning, you will have to pay for professional cleaning service. Please be careful with tanners, creams, makeup, wet swimsuits, etc.

17. In the event that during your stay you are not satisfied with any aspect related to the apartment and/or any service provided by us, it is of utmost importance that you notify us at that time, in order to assist you and/or try to resolve any situation as soon as possible; otherwise, we assume that everything is fine and that you are satisfied and content with everything.

18. Turn off all air conditioners before leaving the property. Do not program the airs at temperatures below 20º and keep doors and windows closed while the airs are running to save electricity and above all to avoid serious and costly breakdowns of the air conditioning due to "overwork" of the systems. In case any air starts dripping or drains water, it is one of the main signs of “overwork” by having the doors and windows open. Payments for air breakdowns related to the misuse of the same, will be your responsibility.

19. The drains in Playa del Carmen are very delicate, so we ask you NOT TO THROW PAPER, PADs, OR OTHER OBJECTS INTO THE TOILET that could clog it, as you will be responsible for the repair.

20. It is strictly forbidden to disconnect the internet and/or the modem, appliances, or TV, as well as to move any furniture or decorative item from its original location (subject to a fine of USD 100).

21. In the event that during your stay any problem arises with any water, electricity, internet and/or any other service contracted on the property, you must notify us immediately so that we can correct it as soon as possible.

22. It is important that you notify us of these breakdowns or malfunctions, as failure to do so will result in you being charged for their repair. Likewise, in case of warning us of any damage, it will be reviewed if it was caused by causes attributable to you or not.

23. The decor and contents of the property reflect the owner's taste, so we are not responsible for any changes to the furniture, decor, appliances and/or services of the property that the owners decide to make before your stay.

24. For all issues related to disturbances and inconveniences beyond our control, such as those arising from maintenance work carried out by the condominium management or any resident; noise caused by construction, concerts, and those specified in clause 33 as “force majeure” events, we will contact the condominium management and/or the relevant public or private entities and will try to do everything in our power to resolve or mitigate them, but with the understanding that these are force majeure situations BEYOND OUR CONTROL and, in most cases, we will only need to be patient until they are resolved by the third parties involved.

25. The property will be delivered clean, and no cleaning is included during your stay. In case you need cleaning, please let us know to manage it, tell you the amount for cleaning and what is included; which you must pay on the day of the cleaning or the day of your departure in cash.

26. We will always be at your disposal during your stay. Just send us a message or call us, and we will be happy to help. Close to your departure, we will contact you to coordinate your departure time (please remember that the maximum check out time is 11am).

27. WE KINDLY ASK YOU TO BE PUNCTUAL and ready at the agreed time so that we can keep to our schedule and prepare the property for the next guests without rushing. For the case of delay in the departure greater than 20 minutes, it will be penalized with 50 USD, WITHOUT EXCEPTION.

28. Once we have checked you out of the property, our cleaning and operations team will check the apartment within the next 72 hours to ensure that it has been left in the same condition in which it was delivered to you. In case of finding damages of any kind, they will be notified immediately to make the corresponding payment and/or are deducted from the security deposit.

29. We are not responsible for forgotten and/or lost items. In case we find something forgotten after your departure, you will be immediately notified so that you can send us the address to which we can send it to you and we will keep your belongings up to a maximum of 15 calendar days from the day of departure. The cost of parcel will be on your own and you must also pay a service fee of $25 usd/480 pesos.

30. For reservations where you must pay the security deposit in cash upon arrival, it will be returned to you within a maximum of 4 business days after your departure, provided there is no damage and/or fines to be collected, which will be deducted, as well as any services requested and not paid for upon departure.

31. For reservations made through websites that hold a security deposit for damages or have your credit card on file, we reserve the right to choose whether to collect the payment directly from you or to use the website to do so.

32. We do not accept credit card payments for any of the payments related to these rules. Everything must be paid in cash at the time indicated in this document. Dollars, pesos mexicanos and/or euros are accepted.

33. No refund will be made for events beyond our control, which could include, but are not limited to: inclement weather, hurricanes, floods, water supply outages, poor road conditions, internet and TV reception, force majeure events, street closures due to events, noise generated by concerts, construction, events, building, necessary repairs inside and outside the building, and/or any other event beyond our control that prevents or hinders the full or partial use of the property for all or part of the rental period.

34. SMOKING IS PROHIBITED

35. PETS ARE PROHIBITED

36. Upon departure, you must return all sets of keys given to you upon arrival, as well as garage controls, resident cards, parking cards, and/or any other device, card, and/or item given to you upon arrival for the use of the property and its facilities.

37. They shall not carry out activities or use illegal stimulant products, nor shall they cause sounds, vibrations or odors that are unpleasant or offensive to others; they shall not carry firearms or fireworks.

38. Respect the neighbors and quiet hours, as well as any other guidelines provided before, during, and after your stay.

39. You accept full responsibility in the event of accidents, theft, fights, injuries, fatal events and/or death on the property and in any of its common areas, releasing the owner and/or its administrators, representatives and/or any third party from all liability.

40. You agree that you will protect, indemnify and hold harmless the owner of the property and/or its managers, representatives, employees, suppliers and/or any other party for any breach on your part, assuming responsibility and payment for any damage and/or harm of any kind, theft, loss and/or expenses arising from claims and/or litigation arising directly or indirectly from the use or occupancy of the property.

41. -We do not guarantee any specific programming or channel, and there is no right to any compensation in the event of interruption of programming and/or internet services.

42. In the event of any breach of any kind, we reserve the right to charge a fine of 100 USD/1850 MXN or not to return the security deposit. In any case we can also evict you from the property without the right to refund of any kind.

43. In the event that you would like to change the dates of your stay, it will always be subject to availability and every effort will be made to accommodate you again, but there is no guarantee that this will be possible. The change of reservation dates will always be subject to an administrative fee of 95 usd / 1,760 MX plus the difference amount of fees (if any).

44. If it is not possible to rebook for the new dates requested and in the event that you do not want to use the dates that you originally had reserved and confirmed, there will be no right to any refund of what has already been paid.

45. In the event that you wish to shorten your stay or leave the property early, you will not be entitled to any refund for the unused portion of your stay.

46. You are reminded that at the time of making the payment for the Vacation Rental of any of our properties in Playa del Carmen, you acknowledge everything established herein and, consequently, approve and agree with this document.

47. We do not have baby equipment such as cribs, cribs, periqueras, bathtubs, children's games, etc. If you need them, you must bring your own or, if necessary, tell us what you need, we can get them for rent.

Thank you for your understanding and support.

Ana and Rogelio