Frequently Asked Questions

  • Casa Playa Cozumel is a private beachfront villa located on the northern part of the island, immersed in nature and designed in a contemporary Caribbean-Mexican style. The property features 7 bedrooms, 7 bathrooms, expansive indoor and outdoor living areas, and direct access to the beach.

  • The villa accommodates up to 16 guests comfortably.

  • According to the size of your party, additional guests may be accommodated depending on occupancy limits, and applicable fees may be added. Please contact manager@casaplayacozumel.com for approval and details.

  • Yes. The layout, pool areas, and generous accommodations make Casa Playa ideal for families, friends, and suitable for both small and large groups.

  • Casa Playa offers private beach access, two outdoor swimming pools, terraces and spacious front lawn, an indoor garden, a fully equipped kitchen, both indoor and outdoor dining spaces, and amenities such as: air-conditioning, ceiling fans, WiFi, and essential comforts for a relaxing stay.

CHECK-IN, CHECK-OUT & GENERAL POLICIES

  • Check-in is available between 3:00 PM and 5:00 PM. Guests must confirm their expected arrival time with the concierge in advance and notify management of any delays (please contact manager@casaplayacozumel.com).

    Check-out time is 11:00 AM. Late check-out is subject to availability and may incur an additional fee.

  • Early check-in is not guaranteed and must be requested in advance by contacting manager@casaplayacozumel.com.

  • Only registered guests listed in the reservation are permitted to remain and make use of the property. Visitors or non-registered guests require prior written authorization from management, please contact manager@casaplayacozumel.com.

  • Parties, gatherings, or events are not permitted unless expressly approved in advance by management. Requests must be submitted to manager@casaplayacozumel.com. Unauthorized events will incur additional charges and may result in immediate termination of the stay, without refund.

  • Loud noise or music is not permitted between 10:00 PM and 8:00 AM in the property, in accordance with local regulations. Any penalties or fines incurred will be charged to the guest.

  • Only one certified service dog may be permitted on the property. Valid documentation must be submitted to management prior to arrival by emailing manager@casaplayacozumel.com. Guests are fully responsible for any damages caused by or related to the service dog during their stay.

PAYMENTS, DEPOSITS & CANCELLATION

  • Yes. Cash is accepted. Please contact management at manager@casaplayacozumel.com regarding accepted amounts and exchange considerations.

  • Yes. A refundable security deposit is required and may be used to cover damages to the property, deep-cleaning fees, unauthorized occupancy, violations of house rules, noise-related complaints, or other penalties.

  • The property is inspected within 24 to 48 hours after check-out. If no damages or violations are identified, the deposit is refunded promptly.

  • Cancellations are not permitted. If a reservation is cancelled or if the stay is interrupted due to violation of house rules, the full amount of the booking will be charged without refund.

BEACH, POOLS & OUTDOOR AREAS

  • Yes, Casa Playa is a beachfront property and has direct access to a private beach.

  • Yes, the Villa features two outdoor swimming pools.

  • Yes, guests can enjoy and relax in the indoor/outdoor gardens, spacious terraces with dining and lounge furniture, and beautiful white-sand beachfront area.

  • The Villa is surrounded by a natural mangrove reserve, therefore typical regional fauna may include iguanas, alligators, crabs, coatíes and in the Caribbean shallow waters small rays. Guests are advised to use insect repellent and keep windows closed to avoid mosquito bites and sand flies during certain seasons.

HOUSE RULES & USE OF FACILITIES

  • No. Furniture, fixtures, and decorative items must remain in their original locations. Any unauthorized changes will be restored at the guest’s expense.

  • Smoking is strictly prohibited indoors. Smoking is only permitted in designated outdoor areas using provided ashtrays. Evidence of indoor smoking of any kind will result in a minimum USD $ 500 deep-cleaning fee, and will be deducted from the security deposit.

  • In consideration to the environment, please be conscious of energy consumption during your stay. Ceiling fans, mini-splits, and central air-conditioning must be used responsibly. Mini-splits should be turned off when rooms are unoccupied. Central air-conditioning must remain between 70°F and 75°F (21°C - 23°C). Windows must remain closed while air-conditioning is in use.

  • Windows should remain closed to maintain interior temperature and prevent unexpected guests, such as insects or local fauna, from entering the Villa.

  • No, clothes and towels must not be hung on balconies, railings, or furniture. Please inform the management staff if you need any assistance with drying items.

  • The washer and dryer are reserved for staff use only. Laundry service is available upon request through the concierge or by contacting manager@casaplayacozumel.com.

  • Please notify staff or contact manager@casaplayacozumel.com immediately so proper cleaning or treatment can be arranged.

POOL, BEACH & SAFETY GUIDELINES

  • Use of the pools are at the guests’ own risk. Children must be supervised by an adult at all times. For your safety, glass containers are not permitted in the pool areas. Swimming under the influence of alcohol or drugs is strictly prohibited. Only designated pool towels may be used in pool and beach areas.

  • Yes, it is safe, yet swimming is at the guests’ own risk. Conditions may vary depending on weather and tides. Guests should exercise caution and remain aware of marine wildlife and natural currents.

  • Landscaped areas may be used at your discretion. Please avoid stepping on or disturbing local flora and fauna, and do not feed or touch wildlife. Some plants and animals may bite or cause allergic reactions.

  • Windows should remain closed to maintain interior temperature and prevent unexpected guests, such as insects or local fauna, from entering the Villa.

  • No, clothes and towels must not be hung on balconies, railings, or furniture. Please inform the management staff if you need any assistance with drying items.

  • The washer and dryer are reserved for staff use only. Laundry service is available upon request through the concierge or by contacting manager@casaplayacozumel.com.

  • Please notify staff or contact manager@casaplayacozumel.com immediately so proper cleaning or treatment can be arranged.

SAFETY & EMERGENCIES

  • Yes, doors and windows must be securely locked whenever the property is unattended.

  • Yes, two safes are available for storing personal items. The property is not responsible for loss of items.

  • Yes. A first-aid kit is available in the kitchen, please contact management in case of an emergency.

  • Yes. A fire extinguisher is available on the property. The concierge will indicate its location during check-in.

  • Please contact the concierge immediately or email manager@casaplayacozumel.com. Emergency contact information will also be provided upon arrival.

SERVICES & ADD-ONS

  • Daily housekeeping is provided Monday through Friday from 8:00 AM to 4:00 PM, and Saturday from 8:00 AM to 1:00 PM. Exterior maintenance, garden care, and pool cleaning occur regularly. Concierge services are available throughout the stay.

  • Both additional cleaning and babysitting services are available, please contact manager@casaplayacozumel.com prior to your arrival to tailor services to your needs.

  • Yes, chef service is available as an optional add-on. Menu options, pricing, and reservations can be requested through the concierge or by contacting manager@casaplayacozumel.com.

  • Yes, the concierge can assist with excursions, restaurant reservations, spa services, transportation arrangements, as well as grocery shopping and other guest requests with an additional service charge.

  • Please contact the concierge immediately or email manager@casaplayacozumel.com. Emergency contact information will also be provided upon arrival.

LOCATION, PARKING & TRANSPORTATION

  • Casa Playa is located on Cozumel’s northern coastline, approximately a 10-minute drive from downtown and the main ferry terminal.

  • Yes, the property includes parking for up to two vehicles. Additional parking may be arranged for an extra fee. Please contact manager@casaplayacozumel.com for coordination.

  • Yes, the concierge can assist with taxi services, private drivers, and car rental arrangements. Requests may also be sent to manager@casaplayacozumel.com.

  • Cozumel is considered one of the safest destinations in Mexico. Guests are still encouraged to secure personal belongings and follow standard travel precautions.

ITEMS PROVIDED & WHAT TO BRING

  • Casa Playa provides bed linens, bath towels, pool towels, basic toiletries, kitchen equipment, and essential housekeeping items. Specialty items or personal preferences are not guaranteed.

  • Guests are encouraged to bring sunscreen, insect repellent, personal medication, baby supplies if needed, and any specialty items. Snorkeling gear is optional but recommended.

ITEMS PROVIDED & WHAT TO BRING

  • Casa Playa provides bed linens, bath towels, pool towels, basic toiletries, kitchen equipment, and essential housekeeping items. Specialty items or personal preferences are not guaranteed.

  • Guests are encouraged to bring sunscreen, insect repellent, personal medication, baby supplies if needed, and any specialty items. Snorkeling gear is optional but recommended.