Frequently asked questions

For a few nights, choose your dates under “Check availability” and book online. For weeks or months, request a quote through the stays form or on WhatsApp.

Direct bookings (website, WhatsApp or front desk) will be considered non-refundable. Non-refundable rate. Date changes with no change fee up to 30 days before arrival, subject to availability. If the new date has a higher rate, the fare difference is charged. This applies to vacation stays; temporary and long-term stays are governed by the terms of their contract.

30% deposit when you book; the balance is paid at the front desk on arrival.

Non-refundable rate. Date changes with no change fee up to 30 days before arrival, subject to availability. If the new date has a higher rate, the fare difference is charged.

No minimum stay, except in high season (December 1 to 18 and December 18 to January 5): 2 nights minimum. Dates and minimum may vary.

Visa, Mastercard and American Express credit and debit cards, bank transfer and online payment platforms.

Yes. For vacation stays, at check-in you leave a refundable security deposit to cover possible damage: we ask for your passport and a cash deposit of USD 200, EUR 200 or MXN $4,000, in the currency you prefer. For temporary and long-term stays: a deposit of 1 month’s rent, as set out in the contract.

Yes: booking on this site gets you the best available rate.

Check-in is at 3:00 p.m. and check-out is at 12:00 p.m.

Yes. The front desk is open daily from 8:00 a.m. to 11:00 p.m.

Yes. After 11:00 p.m., when the front desk closes, the building’s security guard lets you in.

Early check-in and late check-out are available for an extra fee, subject to availability. Ask the front desk in advance. Late check-out is free until 1:00 p.m. if you let the front desk know and it’s available; from 1:00 to 2:00 p.m. it costs 40% of the nightly rate, and after 2:00 p.m., 100%. The next guest checks in at 3:00 p.m..

Yes, you need to be 18 to check in.

Children ages 1 to 11 stay free.

It’s about 50 minutes by car. We can arrange a private transfer for an extra charge; book it ahead of time.

Yes. The Studio has a kitchenette with a mini fridge, blender, microwave and coffee maker; the other apartments have a full kitchen (with a Nespresso machine in the Penthouse, One Bedroom and One Bed & Sofa).

It depends on the apartment: Penthouse, One Bedroom and One Bed & Sofa sleep up to 4 (with a sofa bed); One Bed & Balcony and the Studio, up to 2. Only the Penthouse and One Bedroom have a separate bedroom; the One Bed & Sofa has a bed and a sofa bed, with no separate bedroom.

We have cribs and playpens subject to availability; ask for them when you book. Each apartment hosts up to its capacity.

Courtesy cleaning every 3 nights. Towel changes included. Extra cleaning: MXN $300, subject to availability. For temporary and long-term stays, cleaning every 10 days.

Smoking is only allowed in designated areas; it is not allowed inside the apartment.

Yes. Underground and free, subject to availability, with no assigned spaces. Let us know when you book if you’re coming by car.

The rooftop pool is open from 8:00 a.m. to 9:30 p.m. and is for guests only.

Yes. The front desk is open from 8:00 a.m. to 11:00 p.m. and there’s security in the building overnight.

Yes. Quiet hours from 11:00 p.m. to 9:00 a.m..

Yes, at the front desk, before check-in or after check-out.

Yes. Visitors are welcome. Let the front desk or security know; they sign in and leave an ID, which is returned when they leave. The rooftop is for guests only.

Yes. Up to 15 kg (33 lb). Pet Cleaning Fee: one-time MXN 1,000 charge for the special cleaning of the apartment, at the end of your stay. Assistance animals with their original papers are exempt.

No. Pets don’t have access to the rooftop or the pool, and they stay on a leash in the lobby, hallways and parking. The full rules are under Policies.

From MXN $16,500 per month, plus taxes. Water: MXN $300 per month, and electricity is billed separately (CFE). The price varies by season; we’ll quote you based on the apartment and dates.

Wi-Fi and parking included, and cleaning every 10 days. Water: MXN $300 per month; electricity billed separately, based on the CFE bill. It’s all set out in the contract.

Yes. Temporary and long-term stays are governed by the terms of their contract.

7 to 12 months. From 1 to 6 months (exactly 6 months included) it’s a temporary stay: it costs more per month and is quoted on WhatsApp. For both, the price varies by season.

Five blocks from the beach access, about a 10-minute walk. We’re not on the beachfront.

Two blocks away.

Av. 15 between Calle 48 and CTM, 77728 Playa del Carmen, Q. Roo, Mexico.