Guest FAQs

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

Check-in is at 4:00 p.m. Some locations have staff available to assist with check-in, while others do not, so please let us know your arrival time as soon as possible to ensure that we are there for you. If your plans change, please contact us as well. At properties where the host will be waiting for you, a fee of $20 USD will apply for each hour of delay after 5:00 p.m. Communication is key. If you will be arriving late, please let us know so that we can provide you with special check-in instructions.

Where do I check in?

You will receive specific check-in instructions in your confirmation email, as the check-in process varies depending on the property you reserve. In Rocky Point, we will ask you to go to the nearest Kivoya office to check in. In all other locations, a Kivoya host will meet you at the property.

What time is Check-out time?

Check-out is between 10:00 and 11:00 a.m., depending on the property you have rented. Keys must be returned to the same location where you checked in. If the property offers direct access, you only need to notify us once you have left. If you plan to depart before 9:00 a.m., please let us know so that we can provide the appropriate instructions. Before leaving, we recommend turning off the lights and water faucets and closing all windows and doors.

What is your cancelation policy & do you give refunds?

For cancellations, please refer to the website or platform where the reservation was made. All reservations made directly through the Kivoya Vacation Rentals website or by phone are non-refundable. If you must cancel your trip due to unforeseen circumstances, we will do our best to honor your stay for up to six months after your original arrival date, without penalty, provided that you notify us at least seven days before your arrival. However, we will not be able to issue any refunds.

Do you have a minimum stay requirement?

Our minimum stay requirement is generally two nights. However, please feel free to contact us if you would like to stay for only one night. Depending on availability, we may be able to accommodate your needs.

Do infants count toward a home’s maximum occupancy?

All infants and children count toward the maximum permitted occupancy. If you have any questions, please contact us directly.

Do we need passports to go to Mexico or Spain?

Yes, you must have a passport when traveling to Mexico or Spain, so please make sure you have one before your trip. For Menorca, Spain, you must send us copies of the passports, the names of all guests, and the flight itineraries in advance.

Do you allow pets?

Although most of our available properties do not accept pets, we do have some pet-friendly homes. Please contact us, let us know what type of pet you have and any specific needs, and we will do everything possible to assist you. A pet fee of $120 USD per pet, per stay applies.

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 the amount of time our professional cleaning team typically needs to prepare it for the next guests. This fee also covers laundry service at check-out. We pay and supervise our cleaning staff well, and they, in turn, do an excellent job ensuring that your unit is clean, fully 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 have automobile insurance when traveling to Mexico. Kivoya is not affiliated with and is not responsible for any automobile insurance company. However, as a reference, you may visit www.GetMexicanInsurance.com or call 1-800-713-6259. We recommend reviewing the coverage, terms, and costs directly before purchasing any service.

Do I need to purchase travel insurance?

When you visit our website to reserve a property, you will find travel insurance and damage protection options through Generali Global Assistance. We recommend reviewing the details of each plan and selecting the option that best suits your needs. Kivoya is not affiliated with any particular insurance company.

What does the non-refundable damage waiver cover?

Depending on the property reserved, a security deposit may be required to cover possible damages during the stay. The amount and terms will be indicated at the time of booking. The deposit will only be placed as a hold and will not be charged. Once the property has been inspected and no damages have been found, the hold will be released with a one-cent charge. In the event of damage, the corresponding cost may be charged, as well as charges resulting from violations of the property rules.

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.