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FAQS

Frequently Asked Questions

WHAT ARE THE TERMS AND CONDITIONS FOR A RENTAL?

Terms and Conditions

PAYMENTS

The initial payment amount (50% of the full amount) is payable at the time of the reservation. If you are paying by check this payment must be received within 7 days. The entire remaining balance is due 45 days prior to your arrival date. Please mail it in time to reach our office promptly. Credit card payment is allowed in most instances... call our office (800-833-5971). Security deposit (when required) must be paid by check at the time of the final rental payment If payment is not received by due date, then the reservation is subject to immediate cancellation.

CANCELLATION POLICY

Payments are refundable only if we can re-rent the property. If you must cancel, your payments will be forfeited unless the property is re-rented at the same rate, for the exact dates. If we are able to re-rent the property you will receive a full refund, less a $150 cancellation fee. If an emergency occurs and you must cancel, please call 800-833-5971 and every effort will be made to re-rent the property so we can offer you a full refund. We strongly recommend getting travel insurance policy - see our services/travel insurance tab for details.

RENTALS TO FAMILY GROUPS AND RESPONSIBLE ADULTS ONLY

Any guests under 25 years of age must be accompanied by parent or legal guardian. At Home in Cozumel, Inc will not rent to high school or college groups, even if they are chaperoned by adults. At Home In Cozumel, Inc reserves the right to immediately terminate or reject rental, without refund, if in our opinion the tenant has violated these policies or determines, in Agent's sole discretion, that the conduct of tenant(s) are detrimental to the property.

LOSSES AND DAMAGES

Guest will be responsible for all damage and loss to the property during their stay and will be required to keep the property secure and locked at all times. Guest agrees to surrender the property in the same condition as at commencement of the rental period and agree to be responsible for excessive cleaning, repair and housekeeping expenses caused by Guest. An inventory and inspection will occur after every rental and Guest agrees that the credit card on file may be charged after the rental for additional repairs and charges, accidental damage or breakage in excess of $10, missing items (towels, sheets, DVDs, etc), or damages to the property or the common areas. Neither Agent nor the property Owner shall be responsible for missing or stolen property of any Guest and Guests are asked to use the property safe to store money, tickets, travel documentation, jewelry and other valuables at all times. If a safe is not available or operational, please contact At Home In Cozumel for assistance.

DAMAGE WAIVER

We have learned that our vacationers do not travel hundreds of miles to damage a home or rental unit. At the same time, experience also tells us accidents can and do happen. We require a Security Deposit of $500 to $1000+ on all properties depending on the property. Most clients choose to pay a non-refundable Damage Waiver Fee. The Damage Waiver fee for Studio to 2 bedroom size unit rentals is $25. The Damage Waiver fee for all property rentals 3 bedrooms and larger is $50. The fee is in lieu of the damage deposit and is an insurance fee to cover accidental damage or loss up to $500 at studio to 2 bedroom size properties, and $1000 at 3 bedroom and larger properties.

If damage occurs during your stay, guest must notify the At Home In Cozumel office immediately to have the damages/loss covered. The policy does not cover acts that are intentional or due to gross negligence, willful/wanton conduct. You will forfeit coverage if you fail to report the damage/loss before departure from the property. Theft or damage of any property owned by or brought onto the premises by a Guest is not covered under this waiver.

If malicious or intentional Guest damage occurs, or any damages in excess of $500 for Studio to 2 bedroom size properties and $1000 for properties 3 bedrooms or more, the Guest will reimburse Agent and/or Owner the full replacement costs including attorney's fees and guest agrees that the credit card on file may be charged after the rental for said additional repairs, damage, or breakage in excess of the insurance coverage.

A few select Condos/Villas may alternatively require the security deposit of $500-$2000 instead of the waiver. Please report any problems or damages observed in the rental property upon check-in. Charges are assessed to cover damage, excessive cleaning and unnecessary service calls. Unreported problems and /or damages are assumed to have occurred during occupancy and guest shall be held responsible for those damages.

Security Deposits, if you do not elect to take advantage of the Damage Waiver Plan, will be refunded within 30 days of your departure providing no damage is found. Additional security deposits are required if and when weddings or other gatherings are authorized.

MAXIMUM OCCUPANCY

Please note the Maximum Occupancy of the property. Exceeding the Maximum Occupancy at any time, with either overnight guests or day guests is not permitted without express written approval due to property owner requirements, health regulations, building codes, and other. Plan a large enough (occupancy) property for the total number of your anticipated guests. Parties, weddings, functions of any sort, involving added guests, necessitate express written permission of At Home In Cozumel, Inc. If you exceed the number of guests the property was reserved for you will be required to pay an additional guest charge, or in the case of exceeding the maximum capacity you will be required to find alternate accommodations for the extra guests.

CONSTRUCTION

Construction of new attractions and accommodations often occurs in resort areas. We cannot move people, make rate adjustments or rebates for inconvenience due to construction, road repair, etc.

HURRICANE GUARANTEE

The risk of your particular vacation at your particular time of year actually being disrupted by a Hurricane is statistically very low. But just in case you are still concerned, At Home In Cozumel as part of our commitment to total guest satisfaction, offers you our Hurricane Guarantee to put your mind at ease.

* 1. If you are holding a confirmed reservation and are unable to travel to Cozumel because of the closing of the Cozumel Airport or the Island due to implementation of our National Hurricane Plan we will allow you to reschedule and we will credit 100% of your payments towards a future reservation in any property offered by At Home In Cozumel. This credit has no time limitations or penalties associated with it

* 2. If you are currently on Cozumel and a hurricane is predicted to impact the island we may require that you depart the island early. If this occurs we will credit 100% of the dollar value of the lost vacation days towards a future reservation in any property offered by At Home In Cozumel. This credit has no time limitations or penalties associated with it

* 3. If prior to your Check-in Date the property you have reserved is rendered not-habitable, or public utilities on Cozumel Island are not operational, we will credit 100% of your payments towards any other property offered by At Home In Cozumel that is available. Alternatively we will credit 100% of your payments towards a future reservation in any property offered by At Home In Cozumel. This credit has no time limitations or penalties associated with it * *A hurricane is defined/validated by the National Hurricane Center, typically a tropical cyclone in which the maximum sustained surface wind is 74 mph (64 knots) or greater. A property is not considered not-habitable because the beach or surrounding area has been made less than desirable by a storm.

SUBSTITUTION

Should a villa or condo be sold prior to your arrival At Home In Cozumel will endeavor to substitute comparable or better accommodations without liability. If comparable accommodations are not available, or guest chooses to decline substitution, guest may receive a complete refund of what was paid for the original villa.

THINGS BEYOND OUR CONTROL

Our staff works very hard to make sure your stay is happy and comfortable. However, there are things that are out of our control, please understand that there will be no refunds or discounts offered or expected. Examples of these types of things that are out of our control include: breakdown of air conditioners, TV's, VCR's, electronics and appliances, satellite/cable television, telephone, Internet (including loss of signal), construction nearby, beach accesses unusable due to acts of nature, a home not decorated to your tastes, bad weather, disturbances by neighbors, or beach access location.

RESPONSIBILITY FOR CHILDREN / MINORS:

Adults traveling with children and minors are solely responsible for them. There is no life guard on duty at the pool or hot tubs.

DISPUTES / LIABILITY

Agent/ and or Owner shall not be liable for damages resulting from injury to any person or any person's property in connection with this Rental Agreement or while on the premises. TENANTS agree (1) to indemnify and hold harmless Agent / and or Owner from any liability, loss or obligation resulting from any such injuries or damages, and (2) to resolve any disputes under Mexican law. The municipal court of the city of Cozumel, state of Quintana Roo, Mexico, will have complete and absolute jurisdiction regarding any legal action.

MORE FAQ'S

What travel documents do I need to get into Mexico?

The best place to go for this information is the United States State Dept. web page.http://www.state.gov/travel
For citizens of the United States the best document is a passport. Stringent requirements may apply if you are traveling with minors. It's best to go to the web page above to get all the details. Remember these requirements apply to US citizens. Different rules may be in effect for citizens of other nations - including U.S. residents holding green cards.

Passports Required?

For Air Travel to United States as of January 23, 2007. The Departments of State and Homeland Security announced today that the requirement for citizens of the United States, Canada, Mexico, and Bermuda to present a passport to enter the United States when arriving by air from any part of the Western Hemisphere will begin on January 23, 2007.

Does Cozumel have an golf course?

Cozumel Country Club, Jack Nicklaus Pro Course. For more information click here. http://www.cozumelcountryclub.com.mx

Does Cozumel have an airport?

Yes, Cozumel has an international airport with flights arriving daily from many cities in the United States. Many visitors to Cozumel fly into Cancun and then ferry over to Cozumel from Playa Del Carmen. There are also daily commuter flights between Cancun and Cozumel.

How much is a cab from the airport?

Actually, cabs are only allowed to drop off passengers at the airport. They aren't allowed to make pickups. The only way to get from the airport to your home is either via an airport van or via a rental car. The current rate for an airport van to all homes on the north side is $8.50 (US) per passenger. To the homes we represent on the south side the cost is about $10.00 (US) per passenger. How much is a cab from home back to airport? Again, it depends where the home is. On the north side up to Villa Maya the rate is $4 per cab. From anywhere north of Villa Maya the rate is $5 per cab. From Iguanas Ranas and vicinity the rate is $15 per cab.

What side of the island are the homes on?

Cozumel has an east side and a west side. The east side faces the open Caribbean but is very windy and the water is rough. No homes are here. All the homes are on the west side of the island - the side facing the mainland. The west side is itself divided into a north side which is the part north of town, and the south side, which is the part south of town. On the west side the water is calm. Most of the homes are on the north side, although an increasing number are now being built on the south side. Click here to go to the map of Cozumel and see where the homes we represent are located.

How many towns on Cozumel?

Just one. It's called San Miguel but it's also referred to as the town (el pueblo)

How much is a cab from home to town?

It depends where the home is. On the north side up to and including Villa Maya the rate is about $4.00 US. Further north the rate jumps to $5.00 On the south side it costs about $15.00 to get to anywhere south of Chak An Ab park. That's why we strongly recommend you rent a car(s) if you are staying far south.

How much is a cab from town to home?

The same as from the homes to town.

Cook Service A little reminder...

Our cook service is not only a great way to save money and effort, but you can enjoy some truly wonderful home-style Mexican and Yucatecan dishes. Our cooks are all terrific. They come from a culture where the tradition of fine home cooking is as alive and vibrant as ever. If you haven't already requested our cook service, we highly recommend it. (Available in most properties) Click here for information.

Are there public tennis courts on the island?

Yes. There are 2 municipal tennis courts on the island. As of this writing (January 2004) they are in good shape. During the day they don't get much use. The residents of Cozumel tend to use them in the late afternoon and evening.

How much does it cost to rent snorkel gear?

That varies. You can expect to pay about $10 US for mask fins and snorkel. If you plan to do much snorkeling we recommend you at least buy your own mask. That way, you'll be sure to have one that will fit you properly. If you can't find a suitable mask where you live you can always buy one on Cozumel. The prices are reasonable and the selection is wide.

Where is there natural beach?

There is natural beach on both the north side and the south side. There is a town beach a little north of town where the people of Cozumel congregate. It's a lively scene and lots of fun but the beach is a mixture of limestone bedrock and sand. About 3 miles north of town is Playa Azul, a pure sandy beach.

About 9 miles south of town is Playa San Francisco, just about 600 yards from the Villas Iguanas/Ranas and Las Ventanas. From this point South the natural sand beach runs for miles, right through the area where Villa Dos, Villa Las Glorias, Chango Villa and Villa Alegria are located and further south beyond Villa Mondo Palancar. The natural white sandy beach continues literally for miles all the way to Punta Sur. There are also natural beaches on the east (rough) side of the island. They are very beautiful and can be very dangerous. They are beset with all kinds of perils including rip tides and hidden reefs..

What are the best restaurants in town?

Here are some of our favorite restaurants: Low Price: El Foco, Casa Dennis, Moderate Price La Mission, Guido's, Pancho's Backyard, Prima's, Pepe's , French Quarter, plus many more.

Where are the supermarkets?

There are currently several supermarkets on Cozumel. They are Chedraui (it often carries Haagen Daaz Ice cream!), 2 Super San Francisco's, plus a new super store opened in 2009 called Mega it's almost like a super Target. The easiest to find is Chedraui. It's on the beachfront road opposite Cozumel Palace. Generally speaking it and Mega are the most similar in selections to American Supermarkets. They have the best dairy product selections. Super San Francisco runs a close second. The one easiest to find is just across from the gas station on Avenida Pedro Joaquin Coldwell (Avenida 30).

Is there local bus service?

There is bus service within town but no bus service to the north or south of town. Only taxis.

Is baby-sitting available?

Yes, we can arrange for Spanish speaking baby-sitters. Where's the best place to change money? ATMs. Not only do they offer the best rate, but don't have to wait in line to change your traveler's checks at a bank. ATMs are all over the island both in the center and elsewhere. Both Chedraui supermarket and the two Super San Francisco's Supermarkets have ATMs. You might want to bring a few travelers checks in case there is a problem with ATMs. Last time I was in Cozumel one ATM didn't work with my ATM card. But all the rest, both on Cozumel and the mainland, worked fine.

Can I get Internet connections from the home?

Or from anywhere in town? Most of our homes and condos now offer free access to internet service; many actually have broadband internet access included at no extra charge. Where can I make long distance calls? Most of the homes and condos have telephones for local calls. You can contact the AT&T operator from these phones and place collect and credit card calls albeit this option is somewhat costly. Many of our properties now offer FREE long distance calling to the USA and Canada. Or you can go to one of the many long distance calling centers..

Can I have things mailed to me?

Can I mail from there? If you want something sent to you, it's best to do it by DHL. But even DHL can take 3-4 days. Likewise you can send mail from Mexico. But if you are sending anything of value, we suggest you either wait till you get to the states to send it or us DHL. The DHL office is located on Avenida Rosada Salas 3 blocks inland from the sea. A letter size package costs around $45 US dollars to mail to the US.

Our Guiding Business Principles

  1. Our clients' interests always come first. Our experience shows that if we serve our clients well, our own success will follow.
  2. Our assets are our people and reputation. If any of these is ever diminished, the last is the most difficult to restore. Our continued success depends upon unswerving adherence to this standard.
  3. We take great pride in the professional quality of our work. We have an uncompromising determination to achieve excellence in everything we undertake.
  4. We stress integrity in everything we do. While recognizing that the old way may still be the best way, we constantly strive to find the best solution to a client's problems.
  5. We stress teamwork in everything we do. While individual creativity is always encouraged, we have found that team effort often produces the best results. We have no room for those who put their personal interests ahead of the interests our clients.
  6. We constantly strive to anticipate the changing needs of our clients and to develop new services to meet those needs. We know that the world does not stand still and that complacency can lead to extinction.
  7. We regularly receive confidential information as part of our normal client relationships. To breach a confidence or to use confidential information improperly or carelessly would be unthinkable.
  8. Our business is highly competitive, and we aggressively seek to expand our client relationships. However, we must always be fair competitors and must never denigrate other firms.
  9. Integrity and honesty are at the heart of our business. We expect our people to maintain high ethical standards in everything they do, both in their work for the firm and in their personal lives.

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