FAQ

How do I access the property when I arrive?

To access to our units you might receive an electronic key or a code for electronic pad

Does the property have an electronic entrance?

Yes, the property has electronic entry

Do you offer early check-in and how can I request this?

We do offer early check in at 12 pm in case the condo is not occupied the night prior your arrival day

Do you offer late check-out and how can I request this?

Late check out might be possible but need to requested at least 2 day prior departure. The latest check out time will be 4 pm in orden to inspect the unit.

Are linens, towels, and other common toiletries provided?

Yes, linens, towels, and other common toiletries are provided

Is the kitchen is fully equipped?

Yes, the kitchen is fully equipped

Do you allow pets and what arrangements are necessary to bring pets?

NO PETS ALLOWED

How can I make a reservation?

To confirm a reservation a deposit of 50% is required if the arrival date will be within next 90 days . In case your arrival date will be after more than 90 days then only 20% deposit will be requested.

How close is this property from attractions in the area?

All our properties are located downtown Playa del Carmen. Restaurants, discos, supermarket, banks, ferry walkable distance.

What are your regular office hours and how can I contact you or your team?

9:00 AM to 5:00 PM

How can I contact you or your team after hours?

For emergency please contact us to the following numbers : +529848079726 or +529842342454

What is your cancellation policy?

Cancellation or Reservation Change Policies If you cancel or change your reservation 60 days or more prior to your arrival date, you will receive a refund of your payment. (Credit card processing fees and split payment processing fees are not refundable). If you cancel or change your reservation less than 60 days prior to your arrival date, you forfeit the entire amount paid. Due to our contractual obligations with the owners of the properties we promote, there are no exceptions to these cancellation or change policies.

Do you have any handicap accessible properties?

Yes

What internet access is available to guests and is there is a cost for this?

FREE WIFI

What services are included in my stay? i.e. golfing privileges, bicycles

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!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.Wireless Internet: If your condo has Wi-Fi, access information is located in the guest guide in the condo

What amenities or services available [for an additional fee] during the my stay? i.e. highchairs, pack n play cribs, etc.

playpen , chef onsite, transfer

What should I do in the event something is damaged in the property?

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 Valu

What are your house rules?

1.- It is the responsibility of the guest to follow the rules of the condominium building in which he is staying. 2.- It is forbidden to make noise and use the pool outside the allowed hours in the common areas, as well as avoid making excessive noise inside the condominiums. (Pool hours from 9 am to 10 pm). 3.- If the Guest does not respect the maximum capacity of each condominium; your reservation will be terminated, without the right to any refund. 4.- It is the guests responsibility to safeguard their valuables inside the safe and to secure the condominium before leaving. Dream Zone travel Mexico will not be responsible for valuables that disappeared during your stay or forgotten the Check out. 5.- It is forbidden to move the furniture and equipment from place or remove them from the condominium. Each change will be fined 100 USD. 6.-It is forbidden to hang clothes, towels and other garments on rails of terraces or balconies. 7.-It is forbidden to smoke inside the condominiums. 100 USD will be charged in case of finding guests smoking, remains of ashes, cigarette butts or smell of cigarettes. 8.- The guest will be responsible and must pay for damages in the areas common to the condominium and / or its equipment. 9.- The guest will find a Welcome folder in his condominium, with important information, in addition to the detailed inventory and he will be able to consult it at all times. The guest has 12 hours after check in to report any anomaly. 10.- The sheets, towels, curtains and upholstery in general that are damaged, stained or lost will be charged to the guest according to the inventory or criteria of Dream Zone Travel Mexico. 11.- The security deposit paid in cash, will be returned to the guest at the time of Check out, as long as the condominium and its equipment is in the same conditions as at the time of Check in and the review is made after 9 : 00 am The condominium review takes approximately 20 minutes. In case your departure was before 9:00 a.m., you must notify us 72 hours in advance so that the deposit is returned through PayPal within a period of 7 days after the departure date. 12.- The deadline to make your Check out is at 11:00 am. It is the guests responsibility to inform about the time of departure. Dream Zone Travel is not responsible in case the guest loses his flight, transportation, tour or any other commitment during or after his stay. 13.- It is important that when you leave, place all the bath and pool towels together to be counted. 14.- The condominium must be delivered in conditions as assigned, with the garbage deposited in their respective bins and bags, otherwise a fee of USD 60 will be charged for cleaning. 15.- In case the guest has not notified his departure time, the concierge will show up at 10:30 a.m. to conduct the condominium review. In case the guest wishes to leave after 11:00 am, must notify Dream Zone Travel Mexico for the availability of check out.

How far is the property from the airport?

Cancun Airport is 56 km far away.

Is daily housekeeping is available?

Yes, daily housekeeping is available for an additional charge

Can I host a party or event?

No, event hosting is not allowed

How can I receive support before, during and after my stay?

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.