About your stay

COMMON GUEST QUESTIONS

When you arrive, a Remixto agent will meet you at the home with keys, smiles, and everything you need to get going.  We request your arrival information a week or so before you arrive to ensure everything is set up just the way you want it.  

If you are arriving late, or in the event that we can’t meet you, we’ll leave you keys in a lock box attached to the front door and send instructions to you via email.  If this happens, we'll follow up in person the next day to ensure you are settled in.

We collect, hold and return damage deposits for bookings made through remixto.com. 10 business days after you check out from your stay, unless the owner raises a claim, we will initiate transfer of the refund*.

If your damage deposit is held by another booking agent, please refer to the terms and conditions as outlined in your original booking.

*If you paid via PayPal you should receive the refund within 24 hours from the date it is initiated. If you paid by debit/credit card, timings depend on your card provider - the average is three business days.

Some houses yes, others no. Each house is different and you can read about the rules on the listing for the house on our website.  In all cases, if part of the house is unavailable to guests, its not listed as an amenity.

Nicknamed the City of Peace, Mérida has one of the lowest crime rates in the country, and we are constantly hearing from guests about how safe they feel, even alone on city streets after dark.  Along the beach it is a similar story.

As for the houses, all come with secure keys and strong security. In the unlikely event you need us, we’re here for you 24/7.

Mérida is full of historic old homes and things do break down from time to time. We’re here for you 24/7 and will work to either get the problem fixed or provide alternatives without disturbing your stay.

When you receive a booking confirmation, it will contain instructions on the exact address with directions and a link to a map.

Officially, check-in is after 3pm and check-out is at 11am.  However, we know you’ll want in at whatever time you arrive and will be ready to check out a few hours before your flight home.  As such, we’re pretty flexible provided we have availability and you let us know ahead of time.