Frequently Asked Questions

1. Where are the houses located?

Our homes are side-by-side in the quaint village of Puerto Morelos, approximately 20 minutes south of the Cancun airport. The homes are a 10-12 minute walk to the town square by road or by beach.

2. Do I need to rent a car?

If you plan to spend the majority of your vacation in Puerto Morelos, you do not need a car. The houses are within walking distance of all restaurants and stores in town. The cab fare to/from town is about $2.00. There is a phone in the house that calls the cab stand directly. Day trips to Tulum, Playa, etc. can be arranged through a transportation service. If you plan to travel extensively while you are there, it would be a good idea to have your own vehicle.

3. How do I get to the house from the airport?

If you are not renting a car, there are many transportation services that you can use. A lot of our guests use USA Transfers. We have gotten very good feedback on them – clean vans, great drivers, reliable and reasonable. If you use this link, they know you are staying at one of our homes in Puerto Morelos.

4. What time is check-in and check-out?

Check-in time is 3pm and check-out time is 11am. There might be an occasion that these times are flexible, but most often we have to stick with these times. The houses are very busy and typically there is a group before you and a group after you. If you arrive a little early, we can find a spot to store your bags and you can head to town for a cold drink or snack. Roberto can then meet you back at the house at 3:00 for check-in. Upon departure, if your plane does not leave until later in the afternoon, we can store your bags as you depart the property at 11:00, and you can head into town for lunch or shopping. We try our hardest to have a smooth check-in/check-out, and we are grateful for everyone’s flexibility!

5. Do the owners live on-site?

No, we live in Dallas, Texas, but we do have a great staff to take care of your every need. Upon arrival, Roberto, our property manager, will greet you and provide you information about the house. He will also help you put your personal code into the keyless entry lock. Roberto will check on you through your stay. If you need him at any time, the phone in the house has a button that you can press that calls his cell phone directly. Adrian, the caretaker, will clean the pool, take chairs to the beach, help unload groceries, etc. He can also help you with snorkel or fishing reservations. Reyna, Adrian’s wife, will do light cleaning twice a week while you are there and also takes care of the final cleaning.

6. Does the house have wi-fi?

Yes, both homes have high speed wireless internet.

7. Do you have baby gear?

We have a high chair, pack-n-play, and stroller for your use.

8. How do we get groceries?

There are two grocery stores up on the highway, Chedraui and Super Aki. They are well stocked with everything you need. Chedraui has a great selection of wine, beer, and liquor. Have your transportation company stop on the way to the house or take a cab after you check-in for $2.

9. Will you accept shorter stays than a week?

Seven nights is usually our minimum. During low season, there might be a little flexibility – just ask!

10. Do you allow smoking in the house?

No, there is NO smoking in our homes. The security deposit will not be refunded if there is evidence of smoking. If you smoke outside, we appreciate you properly disposing of your cigarette butts. There is no smoking on the pool loungers.

11. May we bring a pet to your vacation home?

No, we love our furry friends, but no pets are permitted in either home or on the grounds.

12. What is your cancellation policy?

If you feel like there might be a possibility that you need to cancel, we highly recommend trip insurance. If you do an internet search, you will find many companies that offer trip insurance. During high season (December 1 through April 30), we will refund all money paid if we find another group to rent your time slot.  Otherwise, there is no refund of any money paid. During mid and low seasons, a 90 day notice is required for cancellation. All money paid will be refunded if owners are notified prior to 90 days of arrival. Inside of 90 days, we will refund your total amount paid if we can secure another rental for your time slot.

13. What are the other charges and fees besides the weekly rental rate?

There is a $500 security deposit, payable at least 90 days prior to arrival. This security deposit will be refunded in its entirety within 10 days of departure if all of the points on the rental agreement are adhered to during the stay. There are no other fees. If you wish to leave a gratuity for Adrian and Reyna, we know they would be very appreciative.

14. Do you have someone that could cook for us?

There are several options for having a cook at the house. We will email you these options upon request.

15. What restaurants in town do you recommend?

For such a small village, Puerto Morelos has great restaurants! All are very casual and reasonable. We haven’t found any we don’t like, so it’s hard to recommend just a few! Try as many as you can!

16. What are the departure instructions?

Upon arrival, Roberto will give you a check-in information sheet and a departure checklist. We appreciate you taking care of those few things before you leave us so we can refund your security deposit in its entirety.

17. How do I go about booking?

To secure your place in paradise, let us know you are ready to proceed with booking. A rental agreement will be emailed out to you. Look over it and see if you have any questions. We require 50% to secure the dates and the final 50% is due at least 90 days prior to arrival. If you are booking a year out, we are happy to offer the option of four payments spread throughout the year instead of two. We accept personal checks, a direct deposit to our Wells Fargo account, or payment through PayPal. If you would like to use a credit card, you may do so through PayPal. Since we accept credit cards only as a convenience to our guests, we do not pay the credit card fee that PayPal will charge. We will provide an address to which you can mail the agreement and initial payment. If you plan to use PayPal or Wells Fargo direct deposit, you can email the agreement back to us if that is more convenient. Please note that a reservation is NOT secured, and requested dates will remain available to others, until the rental agreement and deposit have been received by the owner.

18. Do we need to bring beach towels?

No, we supply beach towels.

19. What else do you supply?

We supply toilet paper, hand soap, dishwasher pods, and small bar soap. We do not supply trash bags, paper towels, laundry detergent or dishwashing liquid. Some guests leave salt, pepper and other spices. We cannot guarantee what will be available. The coffee pots do not require filters. We also have a five gallon water dispenser in the kitchen which will be refilled when empty. Hair dryers are also supplied.

20. Can you tell me more about the layout of the houses?

Casa Margarita: one king downstairs, one tv room downstairs with full pullout, one oceanfront king upstairs, one king on south side of house that has a slider out to the oceanfront balcony, one queen with twin on the north side of the house that has a slider which connects to the balcony, but is not oceanfront, and one king, also with a queen, on west side of house with small balcony but is not oceanfront.

Casa del Sol:  one downstairs king, two oceanfront upstairs kings, one with a pullout sofa bed, two kings on west side of house (not oceanfront), one with a set of bunk beds. TV room upstairs has two futons.

21. How far is it to Playa del Carmen, Tulum, and other nearby cities?

 

Cancun Puerto
Morelos
P. del
Carmen
Xcaret Puerto
Avent.
Akumal Xel-Ha Tulum Coba Chichen
Itza
Merida Cozumel
Cancun   36
22
68
42
74
46
87
54
105
65
122
76
131
82
173
108
178
111
285
178
72
45
Pto. Morelos 36
22
  32
20
38
24
51
32
69
43
87
54
95
59
137
88
182
114
289
181
32*
20*
P. del Carmen 68
42
32
20
  6
4
9
12
37
23
54
34
63
39
105
66
214
134
321
201
18
11
Xcaret 74
46
38
24
6
4
  13
8
31
19
48
30
57
38
99
52
220
138
327
204
24
15
Pto. Aventuras 87
54
51
32
19
12
14
9
  18
11
35
22
44
28
88
55
233
146
340
213
37
23
Akumal 105
65
69
43
37
23
32
20
18
11
  17
11
26
16
70
44
251
157
358
224
55
34
Xel-Ha 122
76
87
54
54
34
49
31
35
22
17
11
  9
6
53
33
258
168
375
234
72
45
Tulum 131
82
95
59
63
39
58
36
44
28
26
15
9
6
  44
28
277
173
384
240
81
51
Coba 173
108
137
85
105
66
100
63
86
54
68
43
51
32
42
26
  319
199
426
266
123
77
Chichen-Itza 178
111
182
114
214
134
220
138
264
165
282
176
299
187
308
193
350
219
  107
67
250
158
Merida 315
196
329
205
351
218
357
222
371
232
389
243
406
254
415
259
457
288
107
67
  357-223
Cozumel 72
45
32*
20*
18
11
23
14
37
23
55
34
72
45
81
51
123
77
250
156
357
223
 

• Kilometers   • Miles

*A ferry is required from Playa to Cozumel. Distance is shown to Playa.

22. What are some things to do in the area?

Puerto Morelos has the Little Mexican Cooking School, Crococun Zoo, and The Jungle Spa, which are all big attractions in the area. Xel Ha, XCaret, and XPlore are parks within an hour’s drive. There are also many great cenotes within a 20 minute drive. 5th Ave. shopping in Playa is about 30 minutes away. Layla Guesthouse, in town, has some great seminars through the week – bird talks, Mayan culture, cenote history, etc. There are also several yoga sessions going on most days.

23. What items do you suggest that I bring with me?

Besides your other toiletries, be sure to throw in some bug spray and sunscreen….These items tend to be more expensive in Mexico, so just bring them!

24. What is the maximum occupancy of your home?

Casa Margarita:  maximum of 10 adults or families with children up to a maximum of 13

Casa del Sol:  maximum of 10 adults or families with children up to a maximum of 12

Maximum numbers are strictly enforced. You will be asked to vacate the premises if this policy is not followed. Security deposit will also be forfeited.

25. Can we have day guests at the house?

No, there are no day guests allowed without prior approval of the owner. This policy is also strictly enforced. You will be asked to vacate the premises and security deposit will be forfeited if this policy is not followed.

26. Are there safes in the house?

Yes, each bedroom in Margarita has a safe that holds passports, wallets, and money. There is a large safe downstairs that hold laptops, iPads, purses, etc. Casa del Sol has three bedrooms with a safe and the large safe that holds bigger items.

27. Where do we change currency to pesos?

There is a money exchange booth on the town square where you can easily exchange money. It is recommended that guests not use the ATM machines outdoors. There have been reports at times of cards being compromised. Use the ATMs inside the OXXO convenience stores in town, the ATM at Chedraui, or use the money exchange booth in town. There is also a bank next door to Chedraui that will exchange your money at a very good exchange rate.

28. Do shops and restaurants take credit cards?

There are some places in town that take credit cards, but do not count on using cards everywhere. All of the grocery chains will accept most major credit cards. Please note that Chedraui has a $250 credit card limit. If you foresee your grocery bill exceeding $250, you may want to consider bringing an additional credit card or cash to make up the difference.

29. Are you sure you answered all of my questions?

NO! So if you have any others, be sure to email us! We’d be happy to answer any questions you might have.