Questions before you book

Who am I paying?

Sotavento Villas, Inc., a Delaware, USA company operating from Cancún, Quintana Roo, México. We are the booking agent for each villa's owner or operator, and you contract with us under a written agreement.

How can I pay?

By card (Visa, Mastercard, Amex — with a 3.5% bank fee) through Stripe, or by bank transfer with no fee: wire/ACH in USD to our U.S. bank account, or SPEI in MXN. Charges appear as SOTAVENTO VILLAS.

Do I pay everything up front?

Only if check-in is within 60 days. Otherwise you pay a 50% deposit and the balance 60 days before arrival.

What happens after I pay?

You receive the signed agreement and a written confirmation. Your concierge then coordinates arrival details, staff, chef, transfers and any experiences.

Is the price final?

Yes. Every quote is itemized before you pay: lodging, taxes, service charge and damage insurance. The security deposit, when it applies, is refundable and stated separately.

What is your cancellation policy?

Full refund up to 90 days before check-in (120 days for Dec 15–27 arrivals) or within 48 hours of booking if check-in is 90+ days away. After that, payments are 90% non-refundable. Dec 28 – Jan 15 stays are non-refundable.

Is the availability calendar real?

Yes. Villas marked as instant booking read the owner's live calendar. Villas without a live feed are confirmed with the operator before any payment.

How do I know the villa is real?

Every villa is verified with its owner or operator and quoted from their own rate sheet. You get the exact address after confirmation, and your concierge is in touch before and during your stay.

What about the Visitax?

Quintana Roo charges a per-traveler Visitax that is paid separately by each guest; we send you the link before arrival.

Do you speak English?

Yes. Your concierge answers in English or Spanish on WhatsApp, usually within minutes.

Still unsure? WhatsApp · eduardo@sotaventovillas.com · Terms