Frequently Asked Questions
Everything guests ask us before and during a stay at Cerrito Encantado, in one place. If your question isn't here, send it over and we'll answer directly.
Table of Contents
Booking and Payment
Who can rent, and how many people fit in each space?
Adults 21+ can rent the property. The primary renter must be staying on the property during the rental.
- La Casa Redonda: 2 people
- La Casa Chilam: 4 people
- El Cuarto 1: 2 people
- El Cuarto 2: 2 people
- El Cuarto 4: 2 people
- El Cuarto 5: 1 person
- El Cuarto 6: 2 people
What is the minimum stay?
There isn't one. You can book a single night, though one-night stays are priced higher than longer stays.
How do I pay?
Book on our website and pay in full at checkout.
Can I book with partial payment?
No, we expect payment in full.
Can I add nights once I've booked?
Yes. Check the dates on our website for current pricing.
Do the bedrooms have private bathrooms?
No. The bedrooms share a bathroom on each floor. Both casitas, La Casa Redonda and La Casa Chilam, have their own private bathrooms.
Is there a cot or rollaway bed?
No. La Casa Chilam has a full-size sofabed, which is the only extra sleeping surface on the property.
Can guests with limited mobility stay here?
We don't recommend it. The entrance is a steep rock path, the property is built across several levels, and there are stairs and unrailed slopes throughout. There's no step-free unit. See our Directions and Map page for what the walk down actually looks like.
Can children stay?
Yes, as long as they're supervised at all times. Several areas are steep and without rails, and our property dogs may play too rough for some children. Children under 12 must be accompanied by an adult at all times. Teens 13+ can stay in a single room alone but not in a house alone.
Do you have any discounts?
Yes! Enjoy exclusive discounts of 20% for a 7 to 27-night stay and 45% for a 28+ night stay in the casitas. Enter your dates and the discount appears automatically at checkout.
Is the cleaning fee optional?
No. We want every guest to arrive to the property in its best shape, and the cleaning fee is what makes that possible.
What is the cancellation policy?
- 100% of paid prepayments refundable less non-refundable card processing fees when canceled 30 days before arrival or earlier.
- 50% refundable when canceled 14 days before arrival or earlier
- 0% refundable after that
Check-In and Check-Out
What are the check-in and check-out times?
Check-in is 3:00 PM. Check-out is 10:00 AM.
Can I check in early or check out late?
Late checkout is available between 10:00 AM and 5:00 PM for a fee: 50% of your nightly rate up to 5pm, a full night's rate after that. We can't guarantee availability, so message us ahead to plan. Early check-in may be available on request.
How do I get the keys?
There are no keys or codes to manage. We walk you to your unit personally and leave the door unlocked with the key on the table inside. At checkout, leave the key on that same table and close the door behind you, unlocked.
How does parking work?
We sit at the bottom of a steep hill below the main road. High clearance vehicles with good tread and AWD or 4x4 can drive down, with covered parking next to the garage. Otherwise, park on the main road near the estética (the small beauty salon), where your car will be safe. Parking isn't allowed on paved roads and cars may be towed at your expense. Motorcycles stay near the garage, not by the houses.
Tomy, our property manager, will meet you on the main road and help you and your things down.
During Your Stay
Do you have 24/7 staff support?
We're available between 8am and 8pm local time. Tomy is on the property Monday, Wednesday, and Saturday, and isn't available after 6pm, so plan evening needs ahead.
What if we're locked out or have a maintenance emergency?
Message us on WhatsApp or through your booking platform and we'll sort it out. Help is available between 8am and 8pm; additional fees may apply at off hours.
Is there wifi?
Yes, powered by Starlink, fast and reliable even this far into the hills. Scan the QR code in your unit to connect.
Is drinking water provided?
Yes, it's included in your stay. Each house comes with a 5 gallon jug of purified water, and for the Rooms it's in the outdoor kitchen. Need more? Just tell us and we'll bring a new jug.
Do you serve meals?
No, we don't provide meals or restaurant service. Both casitas have full kitchens and there's a shared outdoor kitchen with a grill and brick oven.
Food can be delivered. The colectivo driver will bring back pollo asado or fresh ceviche from Las Varas on his 12:30 run. Meet him on the main street and pay for the food plus about $50 MXN for the trip.
Is there beer or wine?
When wine is available in your unit, we leave up to two bottles from our small collection of reds and whites, 350 pesos each. At checkout we'll review what was opened; leave cash or pay via Venmo or PayPal. Any unopened beer left by previous guests is in the fridge, free, enjoy it.
Can we get cleaning during our stay?
Yes, $700 MXN plus a tip for Tomy. Give us a day's notice. Stays of a week or more include a cleaning already.
Can I do laundry?
Yes, there's a Maytag washer and dryer on the upper level by the outdoor kitchen. Bring your own detergent, use the express cycle only (water is limited out here), and keep it to about three loads per week of stay. For bigger jobs there are lavanderias in La Peñita and Las Varas.
Can we use the pool?
Our saltwater pool is yours to enjoy. Rinse sandy feet at the outdoor shower first, keep glass and food away from the water, keep pets out, no diving, running, or horseplay. The deepest point is about 1.5m/5ft. The pool, outdoor kitchen, and grounds are shared among everyone staying here.
Is the pool private?
The pool is shared among everyone staying on the property. When nobody else is booked, it's yours alone. If you want to guarantee it, book the whole property.
Is the pool heated?
No. It's a saltwater pool and it holds the outside temperature, which most of the year is very comfortable.
Can you drive us up and down the hill?
We help with arrival and departure. During your stay, if we're heading up anyway and have room, you're welcome to join us, but it isn't something to plan around. If you need a ride at a set time, tell us ahead and we can usually arrange it for a fee.
Pets
What is the pet policy?
Dogs are welcome in the houses only, up to 2 per reservation, for stays of 7 days or less, with prior consent and fee payment. Stays with dogs longer than 7 days require prior approval. No pets in the Rooms, and no cats. Dogs must stay leashed and attended at all times, the jungle isn't safe for them to wander alone, and they stay out of the pool.
What is the pet fee?
$1,250 MXN per dog. Maximum 2 dogs per house, and maximum 2 dogs when you rent the whole property.
We also have two property dogs, Facebook and WhatsApp. They're very loving with people but territorial with other dogs. Meet them on our dogs page.
House Rules
- This is a smoke-free and drug-free property. We abide by all Mexican laws regarding drugs and weapons.
- Quiet hours are 10:00 PM to 8:00 AM.
- All trash goes in the bin provided; there's no recycling pickup here. Never leave trash bags outside.
- Only toilet paper gets flushed. Everything else goes in the bin provided.
- No guests or visitors without prior consent.
- Be considerate of neighbors and fellow guests, and keep common paths clear.
- No running, horseplay, food, or glass in or around the pool.
- Photo, video, or commercial shoots and events are strictly forbidden unless arranged at booking with a separate signed location agreement and fee.
If any person in the rental party fails to follow the rules, the rental party may be asked to vacate the property and forfeit all rent paid.
Fees and Policies
- Extra guests beyond your reservation, approved in advance: the nightly rate of an additional room
- Undisclosed guests staying overnight without prior approval: $1000 MXN per person, per night
- Pets: $1,250 MXN per dog, maximum 2 dogs
- Mid-stay cleaning: $700 MXN plus tip
- Littering on the grounds: $500 MXN
- Smoking: $2000 MXN
- Broken or damaged items not reported: $1000 MXN minimum (includes sheets and pillows)
- Stolen items: charged at full replacement price
- Non-toilet-paper items flushed: plumber called at guest expense
- Broken glass around the pool: full pool drainage and cleaning at renter's expense
Every guest receives our full Arrival & House Guide before check-in, with directions, what to bring, where to eat, and everything about the property. House rules are subject to change, and receipt of the guide indicates acceptance.