Common Questions about Vacation Rental Homes

At Kivoya we are committed to making your stay as pleasant as possible. Kindly, contact us with any questions or requests that you may have, we will do our best to accommodate your needs.  In the meantime here is a list of answers to our common questions.
 
What time is Check-in and what if I arrive after hours?
Check-in is @ 4:00 p.m.  It is very helpful to us if you email us a week or two in advance to let us know your estimated arrival time. If you are planning on arriving after 7 p.m. we ask that you let us know to give you special check in instructions.
  
Where do I check in?
For your convenience we have an office located on site right at the entrance of Encanto and Luna Blanca. Our office is open from 9 a.m. to 7 p.m. daily. Our staff is available to be contacted 24/7 in case of emergency. 
 
What time is Check-out time?
Check-out time is @ 11 a.m. sharp.  We ask for your understanding and compliance as we need sufficient time to clean and adhere to our standards of cleanliness for the units under our management. We must make sure the next guest is as satisfied as you. If we do not have another guest checking in to your unit soon we may be able to grant later than usual check out. We ask that you kindly check with us  at least a day in advance. 
 
What is your cancelation policy & do you give refunds?
We highly recommend that you spend a few extra bucks to purchase travel insurance to have peace of mind if your plans were to change for any reason.  If you do not purchase travel insurance and have to cancel your trip due to unforeseen circumstances we will do our best to honor your stay up to six months after your original date of arrival at no penalty whatsoever to you, however we will not be able to refund any money. 
 
Do you have a minimum stay requirement?

Our minimum stay requirement is usually wo nights, however, feel free to contact us if you wish to stay for one night only and depending on availability we may be able to accommodate your needs. 
 
Will our cell phones work in Rocky Point?
Sure! Most main carriers are usually ok, just remember to check if you will incur in roaming charges or other charges for international use.  There is 3G available and also 4G available.  All our units offer free WiFi so you can use that as well. 
 
Do infants count toward a home’s maximum occupancy?
Children under the age of 6 do not count toward the maximum occupancy however we ask that you let us know that they are coming to ensure that accommodations are appropriate and to serve you if you have any additional special needs for children or infants.
 
Do we need passports to go to Mexico?
US citizens are now required to have their US issued passports to return home from Mexico so please be sure to have this before you go. 
 
Do you allow pets?
While most of the properties available do not accept pets, we do have some pet friendly homes available. Please contact us, let us know the type of pet you have and your specific needs and we will do out best to work with you.   
 
What is your hot tub, bath tub and jacuzzi policy?
Many of our units have hot tubs in the terrace. We welcome your use of the bath tubs, hot tubs, and jacuzzis and ask you to please consider the scarcity of water as a natural resource when doing so. Please make sure the water is not running for hours after the tub is full. Guests use hot tubs at their own risk; Kivoya, Encanto, Luna Blanca, or the Condo Owners are not liable for any hot tub related injuries or illnesses either inside the units or at the premises. No one under 18 may use a hot tub without adult supervision; pregnant women and small children should not use the hot tub; no one on medications or consuming alcohol should use the hot tub. 
 
Why are the cleaning fees different in each of your units?
Each of our units has a standard cleaning fee, based on the size of the unit and how long it typically takes our top notch cleaning team to do everything necessary to prepare the unit for the next guests. This fee also covers laundry service when you check-out. We pay and supervise our cleaners well, and they in turn do an outstanding job guaranteeing that your unit is clean, stocked, and ready for your arrival.
 
We also offer mid stay light and deep cleaning for your convenience. 
Tidy up:
- Clean bathrooms
- Clean kitchen (dishes cleaned and put away, wipe down counters, clean sink, tidy up)
- Make the beds (with current sheets)
- General "pick up" and "wipe down" of each room
- Take out all trash
- Replenish paper goods
 
Full Clean:
- Clean bathrooms
- Clean kitchen (dishes cleaned and put away, wipe down counters, clean sink, tidy up)
- Replace the all sheets and towels
- Make the beds
- "Pick up" and "wipe down" each room
- Vacuum/sweep/ mop all floors
- Take out all trash
- Windex windows and mirrors
- Replenish paper goods
 
Please visit our on site office or email us at least 24 hours in advance to schedule a mid-stay clean.
 
Do we need to do laundry before checking out?
No, you are all set! Our Kivoya cleaning staff will professionally take care of everything after your departure.  Your only job is to relax and have a great time.   
 
What if we accidentally leave something behind?
We are not responsible for lost or forgotten items. If you forget something during your stay please contact us immediately and we will do our best to retrieve it. Items left are subject to a retrieval and handling fees, in addition to packing and shipping costs.
 
When is the best time of year to visit La Pinta Peninsula or Rocky Point?
Every month actually a great time to visit! Rocky Point is great when the weather is warm and sunny because guests get to enjoy the pool and ocean more this way but it is also magical when it is cold and still sunny.  During the winter months our guests enjoy walks along the ocean coast, roast marshmallows in the fire pits, mesmerize with the magical sunsets, and enjoy the heated pool areas and jacuzzis as well.   
 
Are Encanto and Luna Blanca far from town?
Well, the distance to town is about 22 miles, so depending on the distances you drive in your home town to go places it may not be so far.  The drive does feel a bit long because there is not much built along the way.  The fact that Encanto and Luna Blanca are not very close to town allows for this place to provide a more elegant, calm, peaceful, and exclusive experience.
 
Do I need car insurance when I visit Mexico?
It is recommended that you purchase car insurance when you travel into Mexico so that you have coverage. There are many companies that offer this service, one that you can contact if you desire is www.GetMexicanInsurance.com, Tel. 18007136259.  Kivoya has no affiliation to this or any other car insurance company.  

How can I upload and share photos of my stay?
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