Check in and checkout times: Check in is 3:00 PM. Check out is 11:00 AM. If you plan to arrive prior to 3:00 PM, or if you plan on departing after 11:00 AM, please contact us. If we do not have a guest checking out the same day you check in, or if we do not have a guest checking in the same day you check out, we can likely make an exception for you to accommodate your schedule, but we have to inform the management company so that they can schedule their procedures correctly. If the management company enforces the check in or checkout times, these instructions must be respected. If we have guests checking out the same day you check in, the housekeeping staff may still be cleaning the property when you arrive. If we have guests checking in the same day you check out, housekeeping may have to begin cleaning the property as early as 9 AM on your checkout day. When you leave the condo, simply leave room keys at the front desk or with the security guards.
Guest services: As soon as possible after your arrival, a staff member of Dream Zone Travel Mexico will stop by to make sure everything is ok. They will also periodically check in on you to make sure you have enough bottled water, paper towels, toilet paper, soap and shampoo. Please contact management between 9 AM and 5 PM Monday through Saturday, and only call after hours if you have an urgent request or emergency. If someone does not answer, leave a message and someone will respond promptly.
Missing or Damaged items: You are responsible for any items that go missing or damaged in the condo during your stay. If, when you check in, you notice that something is broken, please inform the guest Services person when they visit you. If anyone in your group loses or breaks something, please inform management right away.
Guest Guide: There is a guest guide in the condo with instructions on appliance use, safe use, and other Valuable information. If there is not a guest guide in your condo when you arrive, please inform management right away.
Management: Your condo is cared for by Dream Zone travel Mexico. We have an office across the street in Corto Maltes building, so for any questions or help, please come to our office or inform directly to front desk member staff.
Pool: There is no lifeguard on duty. Do not take glass to the pool. Do not reserve beach or pool chairs that you are not using. Instructions from the common area staff must be obeyed at all times. Use caution while in the ocean as tides and currents can change, and boat traffic is frequent. Do not leave children unattended. Do not leave valuables unattended at any time. Please do not change the temperature settings on the Jacuzzis, and do not leave children unattended in the Jacuzzis.
Air Conditioning: Electricity is extremely expensive in Playa del Carmen, and AC accounts for the majority of Electricity usage. When guests abuse the AC, it makes is difficult for owners and agents to keep rental prices reasonable. When you leave the condo, please turn the AC units off. Do not run AC units while doors or windows are open. Do not set the AC at the coldest level. Find a level that feels comfortable.
Drinking Water: Jugs are provided free of charge for drinking during your stay. Do not use the purified bottled water for bathing or washing, as the tap water is purified and will suffice for this. When you finish a Bottle of water, please inform at the front desk and they will send a new one to your condo, place the empty bottle near the door (inside the condo, not outside) and the guest services or housekeeping staff will ensure that it gets replaced.
Towels: Bath towels, beach towels and linens are provided and laundered at no cost to you. To help us conserve cost and to help the environment, do not throw clean towels on the floor. Do not use towels to clean. Please do not hang beach towels from the balcony!
Before entering the condo, shake as much sand from the beach towels as possible. Do not throw sandy beach towels in the washer/dryer if there is one in your condo. Do not leave towels at the beach or at the pool. You will be charged for any missing or damaged towels. Towels are specific to each condo and management company and are not shared by everyone in the complex. If you lose towels, please report this immediately to management.
Maid Service and Tipping: Housekeeping is typically every other day during your stay (Except Sundays). Times and frequency of housekeeping may vary. Housekeeping will include throwing trash, changing towels and linens, sweeping and mopping, and cleaning dishes. Please note that these condos are privately owned. They are someone's second home, and we ask that you treat the condo as you would your own home. As much as possible, please keep the condo clean and tidy during your stay. A significant portion of the housekeeper's salar y is based on tips, so if you feel that they did a good job, please leave a tip. An appropriate tip is 50-100 pesos per cleaning.
Security: Playa Del Carmen is a safe area but petty theft is common in Mexico. Use good judgment at all times. Do not leave valuables unattended while at the pool, the beach or while in town. The management company does their best to hire reliable and honest staff, but please do not leave any valuables visible in the condo. Safes are provided in the condo and instructions on using the safe are in the guest guide. Use the safe to store all valuables! Dream Zone Travel Mexico, the management company, and the owners of the condos are not responsible for any items that go missing during your stay.
Feedback: Dream Zone Travel Mexico will contact you for feedback after your stay. Your comments help us to improve our service, and positive comments on TripAdvisor are extremely helpful and appreciated.
Wireless Internet: If your condo has Wi-Fi, access information is located in the guest guide in the condo. If you present any problem with your internet service do not restart de equipment. Inform immediately at the front desk or our Dream Zone Travel Mexico member staff.