Frequently Asked Questions about Vacation Rental

Please call 011-52-1 (998) 317 1501 or Email us at [email protected] if you have any questions.

How much deposit do you need for the reservation and by when? 
In order to hold your reservation, we ask for 50% of the total rental amount at the time of booking and the other 50% shall be paid 30 days prior to your arrival. If your arrival is in less than 30 days at the time of booking, we will require full payment at the time of reservation. Please see our Terms and Conditions page for more information.

What airport do I fly into? 

The Cancun International Airport is the closest to Playa del Carmen which is only a 45 minute drive. Once you have arrived at the airport that are multiple transportation options such as private shuttle, taxi, car rental agencies, or a bus that goes straight to Playa. 

How to I get to Palmares in Playa del Carmen? 

There are multiple options but we recommend our private shuttle service from the Cancun International Airport which can drop you off directly at Palmares, located in the downtown center of Playa. If you choose to go by other means, the directions are: Avenida Constituyentes and 20th Street, Playa Del Carmen. Please contact us otherwise for driving directions or visit the “Plan your trip page” for more information.  ( Plan your trip page link ) 

Do you have a Private Shuttle Service?

Yes! We can pick you and and drop you off. Just let us know your flight information and number of people so we can arrange this for you. The Private Shuttle price is around $85-$105 USD for one way.  For round-trip transfer the price is $150-$190 USD. The van can fit up 10 people.

Most taxi services only allow for 3 people based on the size of their car. This is already a squeeze not including suitcases, therefore we recommend our Private Shuttle Service. 

Where do I Check-in?

Our office is located on Av. Constituyentes and 20th Street in the Palmares building. We have an office located in one of the commercial spots which is separate from the main entrance. Please look for commercial spot #4. 

What time is Check-in? 

 Check-in time is at 4:00 pm. If the unit is available before, then we will be happy to check you in earlier. Please note that this is subject to availability, and we cannot guarantee any early check-ins. 

What time is Check-out?

Check-out will be at 11:00 am. If you wish to have a late check-out, this can always be discussed upon check-in and confirmed a day prior to your departure. Keep in mind that we cannot guarantee any late check-outs and in the case that we can provide a late check-out we will charge half daily rate until 4pm, after 4pm we will charge the full day’s season rate. No late check-outs are available during the Holidays.

What if I am arriving late?

We understand if you need to arrive later during the day. We will leave lights on at your property and you will check in directly at the main entrance of the building with a Palmares front desk agent. Please show your ID to pick-up keys and we will arrange to meet with you the following morning to to complete the check-in. However if you get lost of have a problem you can always reach us at the emergency number provided in your driving direction email. 

If your travels are delayed, we please ask that you give out office a call at 998-317-1501 or send us an email at [email protected] to let us know.

Are pets allowed? 

No, sorry at this time non of our rental properties are pet friendly. We love your furry friends but its best to keep them home. 

Are there Washer and Dryers?

All our properties have washer and dryers available. We do not supply detergent but you can find it across the street in the MEGA grocery store. 

Is there a Damage Deposit?

A $300.00 USD deposit will be charged upon arrival. This needs to be paid in cash at check-in.
As a guest, you agree to take responsibility and the appropriate measures to ensure that the rules and regulations are being followed by everyone in your party.

Is smoking allowed in the rental unit?

No! It is strictly forbidden to smoke inside the unit. There are no exceptions and fee with be charged if caught smoking. 

Are any of the rentals properties wheelchair accessible? 

Yes, all of our units are wheelchair accessible as there are ramps and elevators to access the unit but are not fully adapted for wheelchairs. Please call us if you have any questions.

Is there air-conditioning in my rental property?

Yes, all of our rental properties have fans and air-conditioning in each room.

What if I have to cancel my trip, or my flight is canceled or changed? 

Spend the extra few dollars and purchase the travel insurance of your preference. We strongly suggest purchasing travel insurance to cover any unforeseen changes to your vacation. 

Does my rental property come with sheets, towels and bathroom amenities?

Yes, our vacation rentals are furnished with a start-up supply of paper and soap products so you can start enjoying your vacation right when you walk in the door. This includes paper towels, toilet paper, bath gels, dishwashing soap, garbage bags, and a clean sponge. Depending on how long your stay is and your level of usage, you may need to purchase more of these items at any of the local grocery stores.

Is house-keeping available during my stay?

Yes, you will have the option to add more cleaning services during the booking of your rental property. You can do this during the reservation of your booking or inform us by phone or email. The cost per clean is $35 USD. 

Are there any properties for sale?

Yes! We have an extensive list of properties in Playa del Carmen and the Riviera Maya. Please get in touch with Laura Natera at Playa Property Investments to start your search today. 

Is there parking available? 

Palmares offers securely gated underground parking for each unit. There is one parking stall per  rental unit. 

How old must I be to rent a property? 

You must be over the age of 18 to rent a property. 

What is your cancelation policy?

Reservations canceled 61 days or more prior to arrival date are refundable and the first nights stay will be charged.
Reservations canceled 60 to 31 days prior to arrival will be charged 25% of the total rental amount.
Reservations canceled 30 days prior to arrival are non refundable. Guest may reschedule their booking of the same unit within 1 year from arrival date (subject to availability). Failure to cancel the reservation will be considered a no show and full amount paid will be forfeited.

Reservations made during the holidays are non-refundable. No exceptions will be made.
No reimbursements will be made if the guest decided to leave prior to his departure date as stated in the contract.