Questions, answered

Send us your dates, group size, and preferred villa — by form, email, or WhatsApp. We confirm availability within hours, hold the villa while you decide, and secure the reservation with a signed agreement and deposit. From that moment, your concierge takes over planning: transfers, chef menus, grocery lists, and any occasion we should know about.

Cancellation terms are set per villa and confirmed in your booking agreement. Check your villa's own FAQ page for its exact policy, or ask your concierge.

Check-in and check-out times are set per villa and confirmed at booking. Your villa's own FAQ page has the exact times.

A refundable security deposit may apply. The amount and terms are confirmed at booking and detailed on your villa's own FAQ page.

Pets may be accepted with prior approval, subject to a pet fee based on the type and size of the animal. Availability and house rules vary by villa, so check your villa's own FAQ page or ask us when you inquire.

Minimum stay requirements vary by villa and season. Check your villa's own FAQ page, or contact us and we'll check the calendar for you.

For larger groups, shorter stays, events or special requests, please contact us.

What's included varies by villa. Your villa's own FAQ page has the full list of services and amenities included in your stay.

We accept bank transfer or credit card, in USD or MXN. Online payments are made by card; to pay by bank transfer, contact our team and we'll arrange it. For Villa Aqua and Kasa Kefi, 50% is paid one day after booking and the remaining 50% 45 days before arrival; bookings made less than 45 days before arrival are paid in full at booking. For Casa Corazón and Casa de las Estrellas, 50% is paid to secure your dates and the balance at least 90 days before arrival; for Christmas and New Year (December 20 to January 4), the balance is due 120 days before arrival. Every payment is documented with a formal agreement and receipt.

In Playa del Carmen, most guests pair our airport transfer with a private driver on call — the beach, cenotes, and Quinta Avenida are all short rides. In Valle de Guadalupe a driver is the difference between tasting and abstaining; ours know every unmarked winery gate. Rental cars can be delivered to the villa if you'd rather drive.