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What is required of me after booking?

After booking, you will receive an email outlining required next steps. These steps include signing the rental agreement, arranging your security deposit, scheduling an orientation call, and completing required forms for staff coordination, transportation, meal planning, and overall stay organization.

Because your group details directly impact staffing levels, service planning, and overall preparation for your stay, all items must be completed prior to your orientation call. Timely completion is required to ensure your stay is properly prepared and all services are arranged in advance.

Where can I find house rules, directions, and area information?

House rules, directions, and local area information are provided in the digital welcome guide.

The digital welcome guide is sent after booking and contains important details to help you prepare for your stay and navigate the property and surrounding area.  Guests are expected to review this guide prior to arrival. You should also consult your rental agreement.

Who should I contact with questions or requests?

Due to the staffed nature of the villa, including concierge services and meal planning, all communication must be directed to your assigned contact.

Please direct all responses to Matt Valentine or his assistant to ensure your message reaches the appropriate person. Contact information will be provided in your booking communications.  Do not reply to system-generated emails, as responses may not be received or routed correctly.

What happens when we arrive?

Upon arrival, guests will receive:

  • Luggage assistance
  • A full property tour
  • Introduction to staff
  • Orientation of the villa and amenities

Guests will also meet with their concierge to review:

  • Meal planning
  • Activities and excursions
  • Additional services

What staff is included with the villa?

Your stay includes full-time staff such as housekeeping, grounds staff, and kitchen staff (chef and assistants). Staff are part of the experience and may not be dismissed during your stay.

What are the staff working hours?

  • Housekeeping & grounds staff: approximately 8:30 am to 4:30 pm
  • Chef & kitchen staff: approximately 8:30 am through final meal cleanup

Will the concierge be available during our stay?

Yes. Your concierge will check in daily and is your primary point of contact for all services, scheduling, and coordination.

What concierge services are available?

Your concierge will assist with all aspects of your stay, including transportation, grocery shopping, dining reservations, activities, excursions, spa services, watersports, and coordination with the chef and kitchen staff.

They can also assist with arranging items such as cribs, high chairs, or cots, which may be available for a nominal fee (subject to change and availability).

Guests should look for a separate email from their concierge after booking. If it is not received within a few days, please check spam or junk folders.

How does meal planning and grocery coordination work?

All meal planning and grocery arrangements are handled through your concierge.

You will have the opportunity to review your group’s preferences with the concierge prior to arrival and again during your in-person orientation.  The concierge can accommodate dietary restrictions, special requests, and celebration planning. All requests should be communicated in advance to ensure proper preparation.

How do meals work?

Guests are required to arrive at meals at the times they select.

  • Last standard meal seating is at 7:15 pm
  • Later meals may be available for an additional fee (subject to change and may vary based on your stay dates). Please coordinate with your concierge
  • Late-night snacks must be arranged in advance with the chef or your concierge

Can guests use the kitchen?

No. The kitchen is for staff use only.

For safety, liability, and food handling reasons, guests are not permitted to access or use the kitchen at any time. The kitchen is secured after staff hours and remains off-limits.  All meals, snacks, and food-related requests must be arranged through the chef or your concierge.

How do we pay for groceries and services?

A credit card is typically used for groceries, activities, and services. A secure payment link may also be provided.

  • A 10% shopping fee applies (subject to change and may be higher or lower depending on your stay dates)
  • Credit card processing fees of approximately 3–5% may apply (subject to change and may vary)
  • The first round of groceries is collected approximately one week prior to arrival (timing and requirements subject to change)

How are vendors and outside services handled?

All vendors and services must be coordinated through your concierge.  Guests may not independently arrange vendors such as DJs, photographers, spa providers, or other service professionals without prior approval and coordination through the concierge.  Unregistered guests, including vendors, are not permitted on the property.

Can we book activities or services on our own?

Guests may book activities independently; however, any activities or services taking place at the villa must be arranged through your concierge.

How do I access the property?

Entry is through:

  • Front gate
  • Front door
  • Door at the bottom of the pool steps

Door and gate codes will be emailed two days prior to arrival. Your concierge will review access procedures upon arrival.

How often are rooms cleaned?

  • Rooms are cleaned daily
  • Towels are refreshed daily as needed
  • Linens are changed every third day

To support sustainability, towels are only replaced when needed. Please hang towels to reuse. Towels placed on the shower or tub floor will be replaced.

Are towels provided for the pool and beach?

  • Fresh pool towels are provided each morning
  • Beach towels are available upon request from staff

How does the music system work?

The main level features a sound system similar to Sonos. Your concierge will provide instructions upon arrival. A portable Bluetooth speaker is also available.

Are there any house rules regarding artwork?

Yes. The villa features original art and sculptures. Guests may not touch, move, or reposition any artwork. Please contact staff if assistance is needed.

How do we get around?

  • Transportation can be arranged through your concierge or by your own preference
  • Uber is available to and from the villa
  • Uber service is available to the airport, but not from the airport
  • U.S.-based Uber accounts function normally

How far is the villa from popular areas?

  • Romantic Zone (LGBTQIA+ friendly): approximately 7 minutes
  • Puerto Vallarta city center: approximately 10 minutes
  • Marina district: approximately 25 minutes

Travel times are estimates and may vary.

Is gratuity included?

Gratuity is not included in your stay and is customary for villa staff.  Gratuity is expected, and collected daily by your concierge and distributed to the staff accordingly. Guests are expected to provide gratuity throughout their stay based on the level of service received.  For convenience, gratuity may be provided in cash (pesos preferred) or coordinated through your concierge.

Suggested gratuity guidelines may be provided upon request. Amounts and expectations may vary based on length of stay, group size, and services provided, and are subject to change.

Do you recommend drinking the water?

Bottled water is recommended for drinking.

  • Ice is made with filtered water
  • Water used for washing produce is purified

Should we bring cash?

Yes, pesos are recommended for cash use.

Guests may:

  • Order pesos from their bank prior to travel, or
  • Use a bank ATM in town

Avoid exchanging currency at the airport or convenience stores when possible.