Help Center

Because we take care of every detail of your stay. Our spaces are designed for travelers like you—families, couples, groups of friends, or business travelers. We offer well-located accommodations, personalized attention, and fast communication so you can enjoy your trip without worries.

You can book through platforms like Airbnb, but if you book directly at choosehospitality.com, you’ll get: • The best guaranteed rate (no extra fees). • Personalized attention from the moment you confirm. • Direct communication with our team.

It depends on where you made your reservation: Bookings through choosehospitality.com: - Stays under 28 days: Up to 72 hours before check-in → full refund. - Stays of 28 days or more: Up to 30 days before check-in → 50% refund. Bookings through platforms (Airbnb, Booking, etc.): Platform-specific policies apply.

Full names of all guests. •Valid government-issued ID (INE or passport). •Estimated time of arrival.

Your security is our priority. Depending on the property, your pre-arrival checklist may include additional verification steps such as providing a valid ID and a selfie to confirm your reservation. This ensures the safety of both guests and neighbors. Your data is always protected and never shared. If you have trouble uploading your information, contact us on WhatsApp at +52 56 1031 9791 or email us at _______.

What are the check-in and check-out times? Standard check-in: from 3:00 p.m. Standard check-out: until 11:00 a.m. Special options (subject to availability): Early check-in from 8:00 a.m. ($500 MXN) Late check-out until 2:00 p.m. ($200 MXN), until 3:00 p.m. ($500 MXN), after 5:00 p.m. ($800 MXN or more). Luggage storage: free until 1:30 p.m. in the unit. At Amberes 33, storage in the office is available until 5:00 p.m.

The exact address is shared only after your reservation is confirmed. The map shows the approximate location (one or two blocks away). On your arrival day, you’ll receive complete access details for a smooth check-in. If you need more information before that, message us on WhatsApp at +52 56 1031 9791 or email _______.

Yes. Some properties are pet-friendly with prior notice and a refundable $1,000 MXN security deposit. Pet rules apply, and additional charges may occur in case of damage.

• High-speed WiFi • Complimentary bottled water and snacks • Fresh linens, towels, shampoo, soap, and toiletries • Fully equipped kitchen with basic utensils and coffee • For long stays: cleaning supply refills and water jug replacements. • In some units: parking (subject to availability and extra charge) and an Honor Bar with drinks at special prices.

On the day of arrival, you’ll receive detailed instructions with your access code or digital keys. If your code doesn’t work, contact us via WhatsApp at +52 56 1031 9791.

Some apartments feature an Honor Bar based on a trust system: • You consume what you like and let us know to process the charge. • Payment can be made via electronic link or in cash (before check-out). • Prices vary by drink (e.g., wine $250 MXN, tequila $900 MXN). • Bottled water is always complimentary.

Yes, at a cost of $500 MXN per service, subject to availability. We recommend booking at least 72 hours in advance.

Absolutely! We’ll share our top picks for restaurants, bars, and local experiences. You can also book unique experiences with us, like a hot air balloon ride or a Teotihuacán tour (airbnb.com/x/hotairballoon / airbnb.com/x/teotihuacan).

Some properties offer private or assigned parking (subject to availability). Before arrival, please provide: • Vehicle model, color, and license plate • Dates of use • Cost varies by property and will be confirmed before your arrival.

You can request to extend your stay or arrange a late check-out, depending on availability. Message us and we’ll gladly review your options.

Contact us as soon as possible. We offer on-site pickup (no charge) or shipping service starting at $300 MXN. We hold items for 30 days.

If you booked through choosehospitality.com, request it directly from us. If you booked via Airbnb, Booking, or another platform, invoices must be requested through that platform.

Yes, and we’d love to read it! Your feedback helps us improve and guide future travelers. If you enjoyed your stay, please leave a comment on the platform where you booked or email us at cx@choosehospitality.com

If you’d like to share a complaint, suggestion, or comment to help us improve our service, please email us at: [tu_correo@empresa.com] We’re committed to reviewing your message and providing a response as soon as possible.

In case of an urgent situation or emergency related to your stay, please contact us immediately at: [tu_número_de_tel] We’re available to assist you.