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Guest FAQs

We are thrilled to think that we may get to host you soon. Here is some information that guests find useful to know before arrival.

  • What time is Check-in and what if I arrive after hours?

    Check-in is @ 4:00 p.m. Some locations have day staff for check in but others do not so please let us know your arrival time as soon as you know it to make sure we are there for you. If your plans change we ask that you contact us as well. In properties where the host will wait for you at the home, the host will wait a maximum of 60 minutes. Communication is key. All our staffed locations usually close by 6 pm. If you will be arriving after that time we kindly ask you to let us know as well so that we can provide special check-in instructions

  • Where do I check in?

    You will get specific check-in instructions when you receive your confirmation email as check-in varies depending on which property you book. In Rocky Point, we will ask you to head to the nearest Kivoya office to check in. Everywhere else, a Kivoya host will meet you at the property.

  • What time is Check-out time?

    Check-out time is @ 11 a.m. sharp. Simply, leave the keys on the table, turn off all lights and running water, close all windows and door when you leave. We ask for your understanding and compliance with the time of departure 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 a day in advance. We will not be able to give you any information prior to that since reservations can come in any time.

  • 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 must 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 two 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.

  • 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 or Spain?

    Yes, you are required to have passports when you travel to Mexico and Spain 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 our best to work with you

  • 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.

  • Do you offer daily cleaning service?

    Sure we do, if you want the feel of a clean home every day without having to do it yourself just email us at concierge@kivoya.com to let us know and we will gladly set this up for you for an additional cost. We can also bring a clean set of sheets and towels if you want to refresh. You can also mention this to your local host once you arrive to the property

  • 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. Did we mention we offer daily cleaning? Contact us so that you can set this up and have an even more pampered stay.

  • 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.

  • 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.

  • Do I need to purchase travel insurance?

    We recommend that you purchase travel insurance so that you can be covered for things such as missed flights, job loss, weather and travel delays for a very low price. Our trip insurance partner is Generali Global Assistance. You can purchase insurance here or call our call center.

  • What does the non-refundable damage waiver cover?

    The non-refundable damage waiver that Kivoya charges all its guests varies in amount per property and covers guest for non-intentional damage when we are told about the damage during the guest's stay. This waiver is not insurance and does not apply to intentional damage caused by you or your guests, smoking, pets, stains, additional cleaning charges due to stains or spills, police fines for excessive noise, excessive trash, or damage beyond $300, $400, or $500 dollars depending on the amount paid. If you want even more peace of mind you may consider purchasing Vacation Rental Damage Protection through our partner Generali Global Assistance. For a small fee, you will be covered up to $2000 USD. Contact our call center to learn more.

  • What is your hot tub, bath tub and jacuzzi policy?

    Many of our units have hot tubs. 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; neither Kivoya nor the property owner is responsible for any hot tub related injuries or illnesses either inside the property 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. The same applies for swimming pools, please exercise caution.

  • Do you have any property rules?

    At Kivoya we care about your safety as well as the property we manage so we ask you to abide by some rules that contribute to the wellbeing of all.

  • Please follow the golden rule: Treat others, the home, and the planet as you would like others to treat your planet, your home, and you.
  • At time of booking, person making the reservation must be over 21 years old.
  • Person making the reservation must remain as an occupant in the property during the entire time of the reservation and other people staying there will be friends or family members that are responsible adults or supervised children.
  • It is not permitted to bring additional guests and exceed the maximum occupancy of the property.
  • Parties are not permitted and we ask you to keep noise down as a sign of respect to neighbors.
  • No illegal activity may take place at the property at any time.
  • No pets are allowed unless otherwise noted in your reservation or unless it is a service animal with proof of registration.
  • No smoking is allowed in any of the homes.
  • We ask that you respect check out times to allow us to service the next guest as well as we like to.
  • We kindly ask you to keep the house clean, care for its furniture and items, report any problems or damages, wash dishes as you use them, take trash out, leave items where you found them. Do not remove items from one property and take them to another as they may be charged to you if not found upon departure.
  • How do I contact you before, during or after my stay?

    At any time, you may contact our reservations center at U.S. +16239995111, MX. +5216381071107 or email reservations@kivoya.com. Once you book you will receive a confirmation email with your local host's number and you will be able to contact them too as well during your stay.

  • How do I leave a review?

    Reviews are extremely helpful and valuable to Kivoya and future guests especailly if they focus on the property and service and not so much on things outside our control like the weather. Upon departure, you will receive an email and/or text requesting your review, we will greatly appreciate if you give us one. We will use them to improve anything that needs to be improved and to share the glory when you give us a great rating.

  • Can I list my home with Kivoya?

    Yes you can! As a matter of fact we would love it if you did. Please see our LIST YOUR HOME page for additional information and send us your contact information to talk to you soon.