Frequently Asked Questions
Booking and Check-In
Q: How do I book a stay at one of your properties?
A: You can book directly through our website. Each property page provides availability, pricing, and secure booking options.
Q: What is the check-in process?
A: We offer self-check-in for most properties using secure keyless entry systems. Detailed instructions will be provided prior to your arrival.
Q: What time is check-in and check-out?
A: Standard check-in is from 3:00 PM onwards, and check-out is by 11:00 AM. Early check-in or late check-out may be available upon request and subject to availability.
Amenities and Services
Q: Do your properties include parking?
A: Yes, most of our properties offer complimentary on-site parking. Specific details are available on each property's listing page.
Q: Is Wi-Fi available?
A: Absolutely! High-speed Wi-Fi is provided in all our properties at no additional cost.
Q: Are linens and towels provided?
A: Yes, we provide fresh linens, towels, and basic toiletries for all guests.
Q: Do you offer cleaning services during my stay?
A: While our properties are thoroughly cleaned before your arrival, mid-stay cleaning services can be arranged for an additional fee.
Policies
Q: What is your cancellation policy?
A: Our cancellation policy varies by property. In general, we follow a strict cancellation policy, and any refund is dependent on our ability to refill your reservation. Please refer to your booking confirmation for full details.
Q: Are pets allowed?
A: Absolutely! High-speed Wi-Fi is provided in all our properties at no additional cost.
A: No, pets are not allowed in any of our properties.
A: All of our properties are non-smoking. Smoking is only allowed in designated outdoor areas.
Q: What is your policy on parties or events?
A: To ensure a peaceful environment for all guests and neighbors, parties and events are not permitted at any of our properties.
Support and Emergencies
Q: Who do I contact if I have an issue during my stay?
A: Our dedicated support team is available 24/7. Contact information will be provided upon booking and can also be found in the property’s welcome guide.
Q: What should I do in case of an emergency?
A: For medical or safety emergencies, dial 911 immediately. For any property-related emergency (e.g., plumbing or lockout), contact our support team directly.
Additional Information
Q: Are your properties suitable for children?
A: Many of our properties are family-friendly. Please check the listing or contact us to confirm whether the unit is suited to your needs.
Q: Do you provide recommendations for local attractions and dining?
A: Yes! Check out our Explore Isla Verde page for curated recommendations on restaurants, entertainment, and outdoor activities.
Q: How do I access the property's amenities, such as the pool or gym?
A: Access instructions for amenities are included in your check-in guide and property welcome materials.