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Terms, Conditions, Cancellation, and Refund Policy

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Here are the top highlights of our terms, conditions, cancellation, and refund policy. You may click on any of the bullet points or titles below to link to each section of this page:

Payment & Other Terms:

We understand that circumstances can change, and sometimes it may become necessary to cancel or modify a rental vacation booking. While we empathize with your situation, we strongly recommend obtaining travel insurance as a precaution. Please take note of the following cancellation and refund policy:

We appreciate your understanding that once we receive your reservation, we block our calendar to honor your dates and decline all other bookings. Therefore, it is challenging for us to recover and get business afterward. Nonetheless, we will treat each cancellation case by case and make every effort to accommodate you in any way possible. Please note:

Thank you for choosing our condominium for your vacation rental needs. If you have any questions, please don't hesitate to contact us.

 

What is travel insurance, and do you need it?

Travel insurance is a type of policy that reimburses you for non-refundable deposits and payments when something goes wrong on your trip. Problems can range from lost baggage to flight delays, medical issues, and more. It's highly recommended to have travel insurance for peace of mind. There are many travel and vacation insurance options that cover trips to Mexico, and the best one for you will depend on your specific needs and preferences. Here are a few options to consider that offer coverage for cancellations due to travel changes or pandemic-related reasons:

  1. Allianz Global Assistance: This company offers several travel insurance plans that cover cancellations due to illness, including COVID-19. They also offer coverage for trip interruptions and delays, as well as emergency medical and dental expenses.
  2. Travel Guard: This company offers travel insurance plans that cover cancellations and interruptions due to pandemics, as well as other reasons such as flight delays, missed connections, and baggage loss. They also offer coverage for emergency medical and dental expenses.
  3. World Nomads: This travel insurance provider offers coverage for cancellations and interruptions due to pandemics, as well as other travel-related issues such as flight cancellations and lost baggage. They also offer coverage for emergency medical and dental expenses. However, there are other providers you can also check out.

 

Additional Useful Information regarding our Cancellation Policy

We understand that unforeseen circumstances may arise, but as a small family business, we have mortgage payments to make and cannot afford last-minute cancellations or changes. When you make a reservation with us, we block our calendar and lose potential business, which we are unable to recover. Therefore, we highly recommend purchasing travel insurance to cover any changes in your plans or cancellations.

Our cancellation policy and terms become effective on the date you process and validate your reservation through our website or other websites we work with such as Airbnb. If you want to cancel your reservation, please notify us via email or through our contact us page.

Refund payments -if applicable- will be processed within two weeks of receiving your written cancellation notice.

Please note:

 

Other Terms, Policy, and Conditions

PAYMENT & OTHER TERMS:

ACCEPTED CREDIT CARDS: We accept Visa, MasterCard, Discover, American Express, and PayPal.

DEPOSIT: Please note that a fully refundable deposit of $500 USD will be charged when booking, which will be refunded after your departure if there is no damage caused to our apartment. The deposit will be fully refunded to your credit card within 14 days of your departure date, provided there has been no excessive electricity usage, long-distance calls, missing or broken items, lost keys, remote controls, or main door electronic cards.

Reservations made within 3 weeks of arrival require full payment at the time of booking. For all other reservations, a 50% deposit is required, and the remaining balance is due 45 days before your arrival.

If you choose to cancel your reservation for any reason before paying the remainder of your initial payment, you would forfeit the reservation and the same cancellation terms and conditions mentioned in the previous section would apply.

ONLINE BOOKINGS/AFTER-HOURS RESERVATIONS: Please note that online bookings are not confirmed until we receive confirmation of your payment, which usually takes several business days to process. However, an automatic email will be generated and sent to you if your transaction is approved, followed by another email confirmation from our office. We will also send a welcome email message with all required details and instructions to make your reservation and confirmation process smooth and easy.

PET POLICY: We love pets, but unfortunately, no pets are allowed on the premises as we are located in a building governed by regulations and guidelines that apply equally to all owners and tenants.

RESERVING YOUR STAY: Once you have made a reservation, you will first receive an automatic email confirmation of your booking. Later, you will receive a second email with your Reservation Confirmation Dates – Rental Agreement and Policies separately, which you will need to sign and return to us as a PDF or online on our website. We will provide you with a link to that page. It is important to review and sign the contract at your earliest convenience.

 

BILLING INFORMATION AND IDENTITY VERIFICATION

To ensure the security of our building and the safety of our guests, you are required to provide the full name and contact information of each guest who will be staying at our condo. For identity verification purposes, you will also be required to provide a Government ID upon arrival. Only those who are registered will have access to our secure building gate, and no outsiders or uninvited guests will be allowed in. We reserve the right to verify your identity and any other information we deem necessary to ensure safety and prevent fraud.

RIGHT OF SERVICE

We reserve the right to refuse service to anyone. All rental properties are leased without regard to race, color, religion, sex, national origin, persons with mobility issues , or sexual orientation. To preserve the peace and tranquility of our building, we do not allow guests who have been banned by Airbnb or other rental companies to stay at our property.

HOUSEKEEPING AND LINEN FEE

The Housekeeping Fee is included in your Rental Confirmation, and you can expect a clean and ready apartment upon arrival. For your privacy, no one will enter or clean the condo during your stay unless you request additional services, which may come at an additional cost. If you need more towels, soap, or other supplies, please contact your host by email, and they will be happy to assist you.

ACCESSIBILITY STATEMENT

We welcome all individuals and are committed to treating everyone equally, including persons with disabilities. However, please be aware that while our condo and rooftop are accessible, the building and surrounding neighborhood may not be fully accessible due to limitations and progress made in Puerto Vallarta's disability accessibility standards. As such, we want to ensure that you understand what to expect when staying with us. Please note that we cannot be held responsible for any injury or inconvenience that may occur due to the lack of accessibility, as we are transparent about our terms and conditions. We advise that you take reasonable care when navigating our building and surrounding areas, and we will make every effort to accommodate any reasonable requests to make your stay more comfortable and accessible. We encourage you to reach out to us with any questions or concerns you may have before booking your stay.

Please note that while our apartment and rooftop are accessible, there may be areas inside the condo that are not fully accessible to individuals with disabilities. We would also like to clarify that our vacation apartment is not individual property but rather a condominium located inside a building where owners like us are not permitted to make structural changes or modifications due to safety considerations. We hope that you understand our position, and we are happy to answer any questions or concerns you may have about accessibility during your stay.

PANDEMIC INFORMATION

In response to Covid-19, we have implemented recommended safety measures to ensure the health and safety of our guests and staff. Our staff will greet you with a strict protocol that includes maintaining a safe distance, wearing masks and gloves, and providing sanitized shoe mats and antibacterial gel in the unit. We take pride in ensuring your well-being and we trust that you will enjoy a safe and comfortable stay in Puerto Vallarta.

HOUSE RULES

We have added our house rules to our terms and policies which you can check out by clicking on "Additional Rules". Guests are required to comply with the rules and regulations of the premises. It is mandatory for them to strictly follow the internal regulations of the complex.

Any person who is not mentioned in the occupation application will not be granted access to the building to prevent issues and ensure the safety of all guests. If you wish to have visitors, you must notify the host and the front desk clerk first in order to register them. Failure to notify us will result in the visitors being denied entry into the property and a penalty being imposed.

Visitors are not allowed to use the common areas and are limited to only the condo. Additionally, no more than 4 visitors are permitted, and they must be registered at least one day before arriving at the condo, and they can only visit from 9:00 am to 8:00 pm.

Guests are not allowed to use the unit to disturb the peace and quiet of the building or other owners and tenants. Excessive noise is not tolerated between the quiet hours of 10:00 pm to 8:00 am. Check-in time is 3:00 pm. If you arrive later than 3:00 pm, you must set an exact check-in time with us to gain access to the property. After setting a time, we will wait for a maximum of one hour. If there is no previous notice of a delay, a penalty of USD $35 will be charged to cover the host wages and time while waiting. Check-in after 9:00 pm incurs an extra cost of USD $50. Lastly, make sure to select the correct number of people staying with you because the price is determined per person, and access to the building will not be granted to anyone who is not registered and listed on the booking.

Note: We apologize for any inconvenience, but in the past, some visitors and tenants have taken advantage of our kindness, which created conflicts with other tenants and threatened the safety and peace of the building and others. Some have even been banned by Airbnb or by the building Association. Our goal is not to add rules but to prevent any further issues to ensure your stay and the comfort of others. Please do not invite outsiders, as you can do whatever you want outside of the building.

Oasis for Calm: As soon as you step out of the building, you are in the real dynamic world of the Romantic Zone with a lively neighborhood, restaurants, shops, bars, nightlife, etc. It feels so good to be able to stay in a building that feels like an oasis for peace and calm, which is an asset and a bonus for you when you come from the loud and noisy nightclubs. For that reason, we don’t allow anyone else to come in who is not listed on your booking. All visitors must leave the condo no later than 11 pm.

While others allow more guests in their units, we limit access to our condo to a maximum of 2-3 people per booking. The sofa bed is good but not as comfortable as the bed, so 2 guests are the ideal number for us. We prioritize safety, comfort, tranquility, and transparency over profit. Please bear in mind that there are active surveillance cameras throughout the building for safety considerations and to prevent anyone who is not authorized from entering the building.

We hope you choose to stay in our beautiful condominium and enjoy all that the Romantic zone in Puerto Vallarta has to offer.

Happy Travels, Thank you!

Address: Plaza 3.14, Paseo de las Palmas 3, 63735 Nuevo Vallarta, Nay., Mexico

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