FREQUENTLY ASKED QUESTIONS
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WHERE IS YOUR OFFICE LOCATED AND WHAT ARE YOUR OFFICE HOURS?
Aura Luxury Rental team is everywhere you need, but our principal staff is located in downtown Cancún.
Our service is offered from Monday through Sunday 24hrs via phone at +52 722 100 93 51.
WHEN CAN I ARRIVE AND WHAT IS YOUR CHECK-IN PROCESS?
The check in process is directly straight in the property on/or after the check-in time of 4:00 PM. For security purposes, we use keyless entry codes at our properties and access codes will be sent to you via text message on the day of your arrival.
We want to make sure your check-in process goes smoothly and you feel at home during your stay. For this reason, we arrange – via a phone call one-week prior to your stay – for a member of our Concierge Team to meet you at the home when you arrive and show you around. If you are delayed, or your travel has you arriving after 8:00 PM, we can arrange for self check-in, and then, the next day, a member of our team will arrive to greet you, show you around, and familiarize you with all the home’s amenities.
CAN WE CHECK-IN EARLY OR CHECK-OUT LATE?
We cannot guarantee early check-in until three days prior to your stay. To ensure your vacation rental is up to our cleaning standards, we allow ample time for our cleaning teams to thoroughly prepare your home before your arrival. If your travel plans necessitate a check-in before 4:00 PM on the day of arrival, please inform our Concierge Team during your scheduled phone call one week out from your stay. If our team is able to arrange an early check in for you, there will be a $50 Early Check-In Fee added to your reservation. In the event that early check-in is not possible, you may be able to use our outdoor facilities.
If a late check out is requested, it will be subject to availability and under an extra fee. If you need to extend length of stay, it is necessary to notify within at least two days in advance and this will be subject to availability, it should be mentioned that the rate may vary according to the seasonality.
DO WE NEED TO BRING AMENITIES SUCH AS SOAP, SHAMPOO, AND PAPER PRODUCTS?
Upon check-in, you will be fully outfitted with an amazing set of exclusive bath L'occitane amenities such as shampoo, conditioner, body wash, dish soap, and body lotion. Although you'll be provided with bath towels, such as beach towels.
Additionally you can expect your kitchen to be well appointed with dishes & cooking utensils, such as coffee machine, blender, stove, microwave oven and much more.
In other matters, if you would like our concierge services to pick up any additional items and deliver them to you, we are more than happy to do so, this will be a mark up fee of 20% on items ordered. Please call us at 722 100 93 51 to place an order, or fill out our grocery form HERE for grocery delivery within 24 hours of order placement.
WHO DO I CONTACT WITH EMERGENCIES DURING MY STAY?
We hope that while you’re visting us, you do not experience any serious emergency, however, in the event that an emergency occurs that requires the immediate attention of our staff or maintenance, we want our guests to get in touch with us so we can ascertain the source of the issue, and take the correct measures to resolve or mitigate the issue. Guests can contact our team at 722 100 93 51 during and after business hours. However, we share with you some emergency numbers of hospitals, police station, among others, get to see the most relevant information needed.
WHAT TYPE OF CONCIERGE SERVICES ARE OFFERED?
Our staff here is to make your vacation as easy and memorable as possible. Our services include everything from arranging transportation to grocery stocking and anything in between. Contact our team directly via WhatsApp at 722 100 93 51 to inquire about concierge services, and we’d be glad to assist you.
DO YOU PROVIDE BABY EQUIPMENT?
We would be more than happy to arrange any baby equipment needs such as cribs, baby gates, or even nanny service. Please inform us when making your booking should you need any of this equipment or service and we can arrange this prior to your arrival.
CAN YOU RECOMMEND LOCAL RESTAURANTS/ACTIVITIES?
This is where we shine! Our Team has made for you a guide with the most famous restaurants, with the best and well known chef of the region chefs. So please download guide, and if you need still further information do not hesitate to give us a call, we are ALWAYS happy to provide custom recommendations.
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Cancún Guide:
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Restaurants: Download Here
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Activities: Download Here
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Map & Points of Interest: Click Here
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Punta Mita Guide: Download Here
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Map & Points of Interest: Click Here
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WHAT DO YOU NEED TO DO BEFORE YOU CHECK OUT?
Although we are sad to see you go, all good things must come to an end! We want to ensure your check-out process is just as easy as your check-in process. Please ensure the doors and windows are locked, and if you are able to, please take out any trash to designated bins. We will take care of the rest!