Frequently Asked Questions

What time is check-in and check-out?

Check-in begins at 3:00 PM and check-out is before 11:00 AM. If you need an early check-in or late check-out, please contact us in advance. We’ll always do our best to accommodate your request, subject to availability.

How do I access the property?

Access instructions will be shared with you before arrival. Depending on the property, access may be through a lockbox, access code, or another secure check-in method.

Do I need to register all guests?

Yes. For security and building access, we require the first name and first surname of each guest before arrival. Only registered guests may stay at the property.

Is early check-in or late check-out possible?

Whenever availability allows, we’ll be happy to accommodate your request. Please contact us in advance. An additional charge may apply.

Can I bring extra guests?

Each property has a maximum occupancy indicated in its listing. If your group size changes, please let us know before arrival so we can update your reservation and guest registration.

Is parking available?

Parking varies by property and may be subject to availability and an additional charge. Please check your property details or contact us before arrival to confirm.

What amenities are included?

Our properties are fully equipped for a comfortable stay, including quality linens and towels, Wi-Fi, kitchen essentials, TV, toiletries, and basic supplies.

Amenities vary by property, so please refer to your specific property page for the complete list. Air conditioning is available only in properties where specifically indicated.

What if something breaks or stops working?

Please contact us as soon as possible through WhatsApp, your booking platform, or at contact@mycasacollection.com.

Our team will assist you promptly and coordinate maintenance when necessary. Resolution times may vary depending on the issue and whether assistance from the building, a technician, or an external provider is required.

Is there a house manual?

Yes. Your welcome information includes everything you need for your stay, including Wi-Fi details, access instructions, house rules, appliance information, and local recommendations.

Can I have visitors during my stay?

Visitor policies may vary by property and building. For security reasons, please contact us before inviting visitors so we can confirm the applicable access and registration requirements.

Can I contact someone during my stay?

Absolutely. Our MyCasa team is available to assist with questions about the property, recommendations, local tips, or anything else you may need during your stay.

What should I do before checking out?

Please take your personal belongings, leave the property reasonably tidy, close the windows, and make sure the door is properly locked. Any additional check-out instructions will be shared with you before departure.

When will my security deposit be returned?

If your reservation includes a security deposit or pre-authorization, it will be released or refunded after check-out once the property has been inspected and no damages or additional charges are identified. Processing times may vary depending on the payment provider.

How do I leave a review?

We’d love to hear about your experience. You can leave a review through the platform where you booked or contact us directly at contact@mycasacollection.com. Your feedback helps us continue improving the MyCasa experience.

Can I book directly with MyCasa?

Yes. You can book directly with MyCasa Collection for future stays in Mexico City and receive our best direct rates, personalized attention, and access to our collection of apartments without intermediaries.

If you’re planning another trip, simply contact us through our website, WhatsApp, or email and our team will help you find the best option for your stay.