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Frequently Asked Questions

  1. How do I Pay for my stay at Casa Xel-ha?
  2. How many people fit in Casa Xelha?
  3. Where can I find Information on things to do while Acapulco?
  4. Why cant I update my reservation request on line and see it reflected on the Calendar?
  5. Who do I call if I have any emergencies or problems while staying at Casa Xel-ha (Emergency Contacts)?
  6. What time is Check Out/Check In?
  7. Where do I go to check in?
  8. What do I do to Check Out?
  9. How do I get from the airport to Casa Xel-ha?
  10. Can I pay for cleaning service?
  11. What should I bring?
  12. How do get access to play Golf and Tennis?
  13. What Happens if I loose any Membership Cards?
  14. Where do I put my trash while I am staying at Casa Xel-ha?
  15. How can I get a Taxi to pick me up from Casa Xel-ha?
  16. Are Pets allowed in Casa Xelha?
  17. How can I do some grocery shopping while staying at Casa Xel-ha?

How do I Pay for my stay at Casa Xel-ha?

We have set up 2 simple ways for you to make your deposit. 

1) The fastest way to guarantee your reservation is to pay your 50% down payment which guarantees your reservation date. We have tried to make this a very easy process. We have established membership in what is called Paypal. Paypal is a secure credit card transaction service. Once you have joined  Paypal online, you must go to the Reservations Tab of this web page to send us a reservations request.  With this reservation request, we will send you an email with a link that will allow you to pay Casa Xel-ha. Once you make your reservation down payment we will receive an email informing us that you have paid. When your payment is confirmed, we will lock your reservation dates and update the reservation calendar.

Our payment policy is 50 % down payment of your full rental fee at time of your reservation. The remainder  is due  30 days from your reservation date).  In addition, we require a $300 USD rental deposit. This deposit will be returned to you within 14 working days from the date of your return once we determine that the house has been returned in good condition, and that you have returned the membership cards and keys.  Cancellations made more than 30 days prior to rental date receive full refund (minus 5% transaction fee),  Cancellations received within 30 days of rental date will not receive a refund, but your down payment will be applied to any future rental date.. 

We are more than willing to entertain offers for monthly rentals. We believe our home would provide an incredible deal to a retired couple and friends. So feel free to inquire. The rates for a monthly rental will depend upon the time of year and the number of months you rent.

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in USA

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Pay me securely with your Visa, MasterCard, Discover, or American Express card through PayPal!

Since Paypal charges Casa Xel-ha for this transaction, there will be a  5% transaction fee for sending money using Paypal.  If you cancel your reservation, you will be charged a transaction fee of 5% of the total transaction amount (for instance, if you pay your deposit, and decide that you must cancel your reservation greater than 30 days of your reservations date, you will be returned your 50% deposit  less 5% of total value of the original transaction.)

2) You can pay us via wire transfer or direct deposit to a WACHOVIA account. Please send us and email at reservations@casaxelha.com and we will provide you the wire transfer or direct deposit account information.

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How many people fit in Casa Xelha?

There are 4 bedrooms with the following capacity:

Master Bedroom:    1 King, 
            Master Adjacent:     1 Day Bed (2 twins)
            Room 2:      1 King
Room 3:      1 King
Room 4:      1 King
            Room 5:                   1 Bunk Bed (2 beds)

We rent Casa Xelha with a price that of a maximum of 12 people. We have had as many as 16 guests stay in the house at one time. There is an extra charge of $25 USD per person/day for a quantity over 12..

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Where can I find information about things to do in Acapulco ?

There is no better place than the web (unless of course when you are in Acapulco itself). just go to www.yahoo.com and search on Acapulco!

Here is a description of Acapulco and a highlight potential activities.

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Why can't I update my reservation request on line and see it reflected on the Calendar?

First, you must make your reservation deposit. Once this is completed, we will update the Calendar and you will see your reservation online.  This may take up to a few days, depending how you choose to pay your reservation deposit. See How do I Pay for my stay at Casa Xel-ha?

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Who do I call if I have any emergency problems while staying at Casa Xel-ha?

The truth is, you should not have any problems. Casa Xel-ha is brand new, with all new appliances. In the unlikely event that you need help, at time of rental, we will provide you via email, an informational email with contacts information and any other additional instructions you might need.  In addition, we have an administrator of the house whos name is Fernando. Fernando will show up during the first days of your stay and introduce himself to you. The only problem is that you must be able to speak a little bit of Spanish.  You arrange your optional maid service or any emergency repair service in home through Fernando. Remember, Casa Xel-ha does NOT have a telephone so if you require the use of a phone, bring your cell phone with roaming. There are also phones within waking distance of our home.

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What time is Check In and Check Out? 

Since Casa Xel-ha is a weekly rental property, there may be other guests checking out on a day that you may arrive. Our check out time is 11 am, and check in is not until 4:00 pm.  This will provide us sufficient time to have your house cleaned for you prior to your arrival. If the home has not been rented prior to your arrival, we have no problem with you arriving earlier.  We will need to share this with you as we approach your reservation date.

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Where do I go to check and what things i should do when i arrive?

Check in is quite simple, BUT YOU MUST BRING A PICTURE ID WITH YOU.  All you have to do is arrive to the Casa Xel-ha entrance as shown in the MAP, show your picture ID. The guard will confirm your reservation with the administration offices. When you are confirmed, you will receive access to Casa Xel-ha.  You will be given a set of KEYS upon your arrival. The keys will allow you entrance to Casa Xelha.. You can receive up to 7 MEMBERSHIP CARDS for access to the Mayan Palace, Golf, Tennis and Aquatic Club.  You receive them by going to the Golf Club House (see map), showing your picture ID, telling the staff  "What is the number of your villa?" Your answer is Xelha Lot 11. The staff will picture and create a temporary Membership Card  per person or each of the up to 7 cards for you use. These become your temporary membership cards that give you access to the Mayan Country Club. ( you must pay a the minimal admin fee of  $18 USD for all 7, not each, and then a $5 dollar fee per person for the picture ID)Without them, you can not enter the the Mayan Country Club. 

 You now can play golf, tennis, or access the Mayan Palace hotel pool or Segarden Beach Club. You are responsible for GOLF cart fees and Caddy FEES. At the hotel or beach club you ask for a POOL TOWEL card. They will give you this paper card that you can show at the Mayan Palace or the Sea Garden Beach Club (not Mayan Beach Club) to take out towels for the day. You can also leave a credit card imprint so that you can get a FOLIO. The folio is a number that you can use to charge for drinks or food at any of the Mayan restaurants, merchandise at the stores, or to pay your Golf Cart fees.

Some additional things you should do when you arrive to Casa Xelha:

Then, when you check out,  it is critical that you  the KEYS to the GUARD HOUSE WHERE YOU RECEIVED THEM at arrival.

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What do I do to Check Out?

To check out, all you must do is clean Casa Xel-ha (or have it cleaned by maid service)  and leave it in the same condition that you received it.  If you do not clean Casa Xel-ha on your departure, the price of this cleaning will be deducted from your rental deposit ($100 Dollars).

Then, when you check out,  it is critical that you  the KEYS to the GUARD HOUSE WHERE YOU RECEIVED THEM at arrival.

Some additional things you should do before you leave from Casa Xel-ha:

When you are ready to leave, you only need to LOCK ALL DOORS, and return the keys to the GUARD HOUSE on the day of your departure, before 11 am.

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How do I get from the airport to Casa Xel-ha?

Casa Xel-ha is approximately 15 minutes from the Acapulco International Airport or an extremely easy drive from Mexico City (Apx 3.5 hours).  We have created a map for you  for you to print out and provide to the Taxi driver. 

 

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Can I pay for a cleaning service?

Yes, We can arrange for a daily cleaning service to arrive at your house to provide basic maid service. This would include general cleaning, bed service.  The cost of this service is on the average $250 pesos a day extra (around $25 dollars). This service is not provided by us directly, but rather a local manager. if you have any complaints about this service you provide them directly to the maid (keep in mid, they will speak Spanish so bring you English to Spanish Dictionary) You will pay this directly to the maid that arrives to perform this service. Please let us know if you are interested in this additional service. Also, YOU ARE RESPONSIBLE FOR THE CLEANING OF CASA Xel-ha prior to your departure. This includes washing drying and replacing all the linens and towels that you have used during your stay. If you do not clean Casa Xel-ha we will subtract $100 from your rental deposit return and use this to clean the house.  If you would like us to clean the house after your stay, we can also arrange for this.

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What should I bring with me?

Casa Xel-ha has most all things that you might need for living comfort (within the home). Casa Xel-ha includes room articles like sheets, bed spreads, pillows, and covers. Bathrooms are supplied with a single set of indoor bath towels in each room. The Kitchen includes Microwave, Blender, Coffee Maker, Toaster Oven,  Dishwasher, stove, Refrigerator, Freezer, Post, Pans, Plates, Cups, Glasses, and Utensils.  The living room includes a large 30 inch TV with Direct TV, VCR, Stereo, and CD Player. The laundry room includes a small washer and dryer. All consumables are your responsibility.

Here a are some  things you might consider bringing:

Remember, there is a small market, Sea Garden Market within walking distance of Casa Xel-ha where you can find most of your necessities but its always nice to have some basics when you arrive.

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How do get access to play Golf and Tennis?

Although the golf and tennis is free, there is a nominal membership transfer fee to allow the transfer of the membership for your use during your stay. This is a one time fee per person who wants to use Golf, Tennis or Mayan Palace facilities and covers your entire stay. 

Check in is quite simple, BUT YOU MUST BRING A PICTURE ID WITH YOU.  All you have to do is arrive to the Casa Xel-ha entrance as shown in the MAP, show your picture ID. The guard will confirm your reservation with the administration offices. When you are confirmed, you will receive access to Casa Xel-ha.  You will be given a set of KEYS upon your arrival. The keys will allow you entrance to Casa Xelha.. You can receive up to 7 MEMBERSHIP CARDS for access to the Mayan Palace, Golf, Tennis and Aquatic Club.  You receive them by going to the Golf Club House (see map), showing your picture ID, telling the staff  "What is the number of your villa?" Your answer is Xelha Lot 11. The staff will picture and create a temporary Membership Card  per person or each of the up to 7 cards for you use. These become your temporary membership cards that give you access to the Mayan Country Club. ( you must pay a the minimal admin fee of  $18 USD for all 7, not each, and then a $5 dollar fee per person for the picture ID). Without them, you can not enter the the Mayan Country Club. 

 You now can play golf, tennis, or access the Mayan Palace hotel pool or Segarden Beach Club. You are responsible for GOLF cart fees and Caddy FEES. At the hotel or beach club you ask for a POOL TOWEL card. They will give you this paper card that you can show at the Mayan Palace or the Sea Garden Beach Club (not Mayan Beach Club) to take out towels for the day. You can also leave a credit card imprint so that you can get a FOLIO. The folio is a number that you can use to charge for drinks or food at any of the Mayan restaurants, merchandise at the stores, or to pay your Golf Cart fees.

Then, when you check out,  it is critical that you  the KEYS to the GUARD HOUSE WHERE YOU RECEIVED THEM at arrival.

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What Happens if I loose any Keys?

PLEASE DONT

Prior to your departure you must return to the hotel to turn the KEYS to the GUARD HOUSE WHERE YOU RECEIVED THEM at arrival. 

We must hold your rental security deposit until it has been confirmed that you have returned the keys. If you do not return the keys we will keep the security deposit to cover cost of replacement of locks on Casa Xelah. 

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Where do I put my trash while I am staying at Casa Xel-ha?

Trash can be left at the guard shack at the entrance to Casa Xel-ha. The guards will arrange to dispose of it.

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How can  get transportation to/from Casa Xel-ha?

There is a trolley bus that travels starting around 8 in the morning through out the facilities. You must walk out the the main street, it passes every half hour around, just ask the guard at what time it normally passes our streets guard shack.  Golf course is a 5 minute walk. Sea Garden is about 10 minute walk.

For transportation outside the facilities, there are 3 ways to arrange for a taxi. Taxis are available 24 hours a day. The easiest is to request the taxi from the guard shack. Again, pick up intercom, dial 0 and say "Porfavor, necisito un Taxi".  Second you can arrange for this from the desk of the Mayan Palace Hotel. Third, you can pick up a taxi at the Sea Garden Market.

Dont forget, always ask how much it costs before you start your trip. There is a list of fees in the lobby of the Mayan Palace so that you know the price ranges.

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Are Pets Allowed in Casa Xelha?

Unfortunately we do not let pets stay in Casa Xelha. We do this because there are too many people that are allergic to pet hairs so we do not want this to affect future guests. Guests who do not follow this rule will lose their security deposit.

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How can I do some grocery shopping while staying at Casa Xel-ha?

There is a small market, Sea Garden Market within walking distance of Casa Xel-ha where you can find most of your necessities but its always nice to have some basics when you arrive. Just exit the entrance gate of Casa Xel-ha, turn left and Sea Garden is about 500 yards down the road on the right side.

There is a COSTCO within a 10 minute taxi drive. This is a great place to buy staples for a weeks stay. Remember to bring your card from the USA.

Call a taxi to pick you up and take you to COSTCO or downtown Acapulco where many stores, including Walmart can be found. The Walmart might be a better alternative for you to stock up when you first arrive since at COSTCO you must buy in bulk.

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Copyright 1999  Casa Xel-ha. All rights reserved.
Revised: March 08, 2005.