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
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.
Can I book with partial payment?
No, we expect payment in full.
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?
- 95% of paid prepayments refundable 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 11:00 AM.
Can I check in early or check out late?
Late checkout is available between 11:00 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.
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 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.
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.
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: $550 MXN per night
- Overnight visitors not on the reservation: $1000 MXN per night, cleared with us first
- 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.