FREQUENTLY ASKED QUESTIONS

We hope to get all your questions answered here, but in the case we don’t, please feel free to contact us!

CONTACT US

BOOKINGS

  • We ask for a $1000 MXN security deposit that is reimbursed after housekeeping’s verification of the flat. If there’s something missing or some of the rules were not followed, the corresponding charges will be applied.

    -Smoking inside the flat $4,000 MXN

    -Missing items (the charge will depend on the missing item)

    -Damaged property & items

  • You’ll be able to modify or cancel your booking free of charge up to 72 hours before arrival.

    Cancellations made after this will be charged 50% of the booking.

    No shows will be charged 100% of the booking.

  • We don’t offer partial or full refunds for early departures or unused nights.

  • After booking your flat you’ll receive an email from our host requesting some important details: valid credit card info, scanned passport, email and phone number.

    Once the information has been verified, a $1000 MXN security deposit will be charged which will be reimbursed upon check out. You will then receive instructions on how to access your flat on your check-in date.

  • Yes, please contact our host to schedule your ride prior to arrival.

    Cost: $1,200 mxn

  • If you wish to bring your furry friend, please let our host know beforehand in order to get approval.

    There will be an additional cleaning fee of $650 mxn added to your booking.

  • We want you to feel as safe as possible during your time here. There is 24/7 security on the premises.

UPON ARRIVAL

  • After booking your flat you’ll receive an email from our host requesting some important details: valid credit card info, scanned passport, email and phone number.

    Once the information has been verified, a $1000 MXN security deposit will be charged which will be reimbursed upon check out. You will then receive instructions on how to access your flat on your check-in date.

  • This depends on our availability. Our latest check-out is 1:00pm with a fee of $800 mxn.

    Please contact our concierge at any time during your stay to request and confirm availability.

  • This depends on availability. Please contact our host once your booking is confirmed.

  • Yes, we are able to store your bags on the day of your check-in and during the day of your check-out.

    If you wish to store your items longer, please contact our host to inquire about additional pricing.

  • If you wish to arrive to a full fridge and a cold beer, we can make it happen!

    Contact our host 48 hours prior to your arrival with all your supermarket needs and your fridge and pantry will be stocked.

    Service fee: $200 + cost of products.

DURING YOUR STAY

  • Yes, parking is available on the property free of charge.

  • Yes, complimentary wifi is available on the property and flats. You’ll find the network and password in your welcome kit upon arrival.

  • This depends on availability. Please contact our host once your booking is confirmed.

  • Daily housekeeping can be done upon request with an additional charge ($650 mxn). Please contact us at any time during your stay to program the service.

    For longer stays, the flats will be cleaned and sheets changed once per week. You can request fresh towels at any time if needed.

  • We want to make sure that your stay is as comfortable and seamless as possible…

    You can find the full list of complimentary items in the amenities section.

    Extra coffee capsules are available upon request ($20 mxn per capsule).

  • We offer basic toiletries for your stay. (soap, shampoo, conditioner, body wash, tissues and toilet paper). For longer stays, these will be restocked once a week.

  • Everything is meant to be used within the flat during your stay, but if you wish to take something home, please contact our host to see what’s available for purchase.

    We also have Pancha merch for sale upon request (thermos bottles, hats and tote bags).

  • Yes, please let our host know when and at what time it will be arriving.

  • All flats have their own washer & dryer, but if you don’t wish to wash it yourself, fill up your laundry bag and we’ll happily take your clothes to the cleaners for you.

    Service Fee: $150mxn + laundry costs/dry cleaning costs

  • In your welcome kit, you’ll find a booklet with our house rules. You can also request a digital copy before arrival with our. Every confirmed booking is automatically agreeing to follow the house rules.

  • Your friends can visit your flat from 8:00am to 11:00pm. Please respect the other guests by limiting noise, parties and gatherings after this hour.