Frequently Asked Questions

How do I make a reservation?

Reservations requests can be made online 24 hours a day. Once your reservation is confirmed by an agent, you will receive a confirmation email within 24 hours with all the payment and house information. You can also book by calling one of our sales associates at (646) 536-7634. 
 

Is daily housekeeping service available?

Each house has maid service. The frequency of the service is different for each house/condo/apartment. Please see the individual property descriptions for the Maid service schedules. Bigger homes over 4 bedrooms have more staff.

SPECIAL REQUESTS: 
Please note that if we do not have your special requests within 72 hours of your arrival, then we can not guarantee their delivery.
Thank you for your patience and understanding!

HOUSE KEYS: 
Upon departure, please make sure you leave ALL the sets of keys at the house before leaving, as there is a $100.00 USD charge for each key not returned.
After your departure, you will have 48 hours to inform us if you have the keys; if we do not hear from you during that time frame, we will automatically deduct the $100 USD fee. Keys should be sent via FedEx Express or DHL Express, with a tracking number.
Please note that the keys should be received at our office within a week of your departure; otherwise, we will deduct the $100 USD fee.

DAMAGES: 
If any incidents happen during your stay please inform us as soon as you notice them either by sending an email to [email protected] or by calling our office.
Our office is open Monday to Friday from 9 am to 5 pm:
Mexico Phone: + 52 415 154 9460
U.S phone: 646.536.7634 (Dial this number directly from a US phone)
Please be aware that the office phone is forwarded to our emergency phone on the weekends after 5 pm on Friday until 9 am on Monday.