Booking Terms
Cancellation tiers, verification, and what happens to your money. Written plainly, before you pay rather than after.
Last updated 20 August 2026. These terms apply to bookings made directly with Sol Vista Retreats. Bookings made through Airbnb, Vrbo or another platform follow that platform’s own terms.
Cancellation policy
Refunds are based on how far ahead of your check-in date you cancel.
| When you cancel | Refund |
|---|---|
| 30 days or more before check-in | 100% |
| 15 to 29 days before check-in | 50% |
| 14 days or less before check-in | No refund |
The cleaning fee always comes back. It is refunded in full on any cancellation made before check-in, including inside the 14 day window, because the clean never happens. The percentages above apply to the accommodation total only.
No refund is given for a no-show or for leaving early once your stay has started — including the cleaning fee.
High season
For stays with a check-in date between 15 December and 15 April, the windows are longer. High season nights are the hardest to fill again at short notice.
| When you cancel | Refund |
|---|---|
| 60 days or more before check-in | 100% |
| 30 to 59 days before check-in | 50% |
| 29 days or less before check-in | No refund |
The cleaning fee is refunded in full in high season too.
If we cancel
We may cancel a booking if payment is not completed on time, or if guest verification is not completed and the rental agreement is not signed.
If we cancel your booking for any other reason, you receive a full refund of everything you have paid, including the cleaning fee, regardless of how close to check-in it is.
Guest verification
After you book you will be asked to complete guest verification through Truvi, a third-party provider. This keeps us current with short-term rental regulations, and it adds a layer of protection for both our guests and the property.
Truvi will contact you by email, text, or both. Your dates are held as soon as your payment completes. Please finish the Truvi request promptly so we can confirm your booking — it also makes check-in quicker when you arrive.
Security deposit or damage waiver
As part of verification you choose between two options: a refundable security deposit, or a non-refundable damage waiver. The waiver costs less up front and nothing is held against your card.
Payment and refunds
- Payment is taken in full at the time of booking.
- Your card is charged in the currency shown at checkout: US dollars on the English site, Mexican pesos on the Spanish site. Your bank sets the final rate and any foreign transaction fee it charges.
- Refunds are returned to the original card. We do not pass our payment processing costs on to you, so an approved 100% refund is a full 100%.
- Refunds usually appear within 5 to 10 business days. The exact timing is set by your card issuer, not by us.
House rules
- Check-in from 4:00 PM, and we are flexible where we can be. Check-out is 11:00 AM.
- No smoking anywhere in the condo or on the balcony.
- No pets. This is an Aldea Thai building rule and it applies to the whole complex, not just our condo, so a pet cannot be brought as far as the lobby. Front desk staff enforce it on arrival. If you travel with a service animal, please talk to us before you book.
- No parties or events.
- Children are very welcome. A crib, playpen, high chair and baby walker can be set up for you.
- Maximum 6 guests.
Questions
If anything here is unclear before you book, ask us first. Email guestservices@solvistaretreats.com or message +52 1 984 158 6664 on WhatsApp.