Last updated: September 20, 2026

These Guest Rental Terms and Conditions apply to vacation-rental reservations made directly with Property Matters, operated by Maria Campos.

Property Matters acts as rental manager and agent for the owner of each rental property.

By confirming a reservation, making a payment, signing a rental agreement, or occupying a property booked through Property Matters, the primary guest agrees to these Terms on behalf of themselves and every member of their guest party.

These Terms must be read together with:

  • The booking confirmation;
  • Any signed short-term rental agreement;
  • The applicable house rules; and
  • Any condominium, homeowners’ association, building, or development rules provided for the property.

If a signed rental agreement or booking confirmation contains a property-specific term that differs from these general Terms, the signed agreement or booking confirmation controls that issue.

1. Important Rental Policies

The following is a summary of the principal policies that normally apply to direct reservations:

  • A 50% rental deposit is required to confirm a reservation.
  • The remaining 50% rental balance is due 30 days before check-in.
  • The reservation is not confirmed and the dates are not secured until the required rental deposit has been received.
  • Cancellations made more than three months before check-in are refundable, less applicable non-refundable costs.
  • Cancellations made within three months of check-in are non-refundable.
  • A refundable security deposit of CA$300 is normally required.
  • The security deposit must be paid by Interac e-Transfer no later than seven days before check-in or in cash at check-in.
  • Standard check-in is after 4:00 p.m.
  • Standard checkout is before 11:00 a.m.
  • Only registered guests may stay overnight.
  • Pets are not permitted except where required by applicable law or expressly approved in writing.
  • Events and parties are not permitted.
  • Smoking, vaping, and e-cigarettes are prohibited inside the rental property.
  • Quiet hours are from 9:00 p.m. to 9:00 a.m., subject to any stricter property or building rules.
  • Guests are responsible for damage, missing items, extraordinary cleaning, and fines caused by members of their party.

The complete Terms below also apply.

2. Scope of These Terms

These Terms apply to reservations made directly with Property Matters, including reservations arranged through:

  • The Property Matters website;
  • Email;
  • WhatsApp;
  • Telephone; or
  • Another direct communication channel.

Reservations made through Airbnb, Vrbo, Booking.com, or another third-party platform may also be subject to the platform’s payment, cancellation, refund, and dispute policies.

3. Primary Guest

The person identified as the primary guest is responsible for the reservation and for the conduct of:

  • All registered guests;
  • Children included in the reservation;
  • Visitors admitted to the property;
  • Any approved animal; and
  • Any other person given access to the property by the guest party.

The primary guest must be at least 21 years old and have the legal capacity to enter into the reservation.

Property Matters may request identification when reasonably necessary to confirm the guest’s identity, age, reservation information, or compliance with building registration requirements.

4. Booking Confirmation

A reservation is not confirmed, and the requested dates are not secured, until Property Matters has accepted the reservation and received the required rental deposit.

The booking confirmation or rental agreement will normally identify:

  • The rental property;
  • The primary guest;
  • Additional registered guests;
  • Check-in and checkout dates;
  • Maximum occupancy;
  • Total rent;
  • Required deposit;
  • Remaining rental balance;
  • Payment deadlines;
  • Security deposit;
  • Services and charges included in the reservation;
  • Whether electricity is included or charged separately;
  • Any cleaning charge; and
  • Any property-specific conditions.

Guests must review their reservation information and promptly notify Property Matters of any errors.

5. Rental Payments

Unless otherwise stated in the booking confirmation or rental agreement, the following payment schedule applies.

Initial Rental Deposit

A payment equal to 50% of the total rent is required to confirm the reservation.

Remaining Rental Balance

The remaining 50% of the rent is due no later than 30 days before check-in.

If a reservation is made within 30 days of check-in, the full rental amount is due when the reservation is confirmed unless Property Matters agrees otherwise in writing.

Failure to make a required payment when due may result in cancellation of the reservation.

Any refund following cancellation for non-payment will be determined under the cancellation policy applicable to the reservation.

6. Currency and Payment Methods

The rental price will normally be fixed in Mexican pesos unless another currency is expressly stated in the booking confirmation or rental agreement.

Property Matters may offer payment in Canadian dollars or another currency as a convenience to the guest.

For Canadian-dollar Interac e-Transfers, Property Matters may apply its then-current guest collection exchange rate. That rate may include a reasonable margin to account for:

  • Currency-conversion costs;
  • Exchange-rate movement; and
  • Costs associated with receiving or converting the payment.

For credit-card payments, the amount quoted by Property Matters may also include applicable:

  • Credit-card processing costs;
  • Payment-processor charges; and
  • Currency-conversion costs.

When Property Matters quotes an alternative-currency payment amount, payment of that quoted amount satisfies the corresponding amount due under the reservation.

The amount applicable to a future payment may be confirmed shortly before that payment is due using Property Matters’ then-current guest collection exchange rate and applicable processing costs.

Any additional fee imposed independently by the guest’s bank, credit-card issuer, or financial institution remains the guest’s responsibility.

7. Security Deposit

Unless otherwise stated in the booking confirmation or rental agreement, a refundable security deposit of CA$300 is required.

The security deposit may be paid:

  • By Interac e-Transfer no later than seven days before check-in; or
  • In cash at check-in before access to the property is provided.

Where cash payment in Mexican pesos is accepted, Property Matters will confirm the applicable peso amount for the reservation.

Property Matters will acknowledge receipt of the security deposit.

The security deposit is separate from the rent and may not be applied toward the rental balance.

No payment-processing fee applies when the CA$300 security deposit is paid by Interac e-Transfer. The security deposit should not be paid by credit card unless Property Matters agrees otherwise in writing.

8. Return of Security Deposit

After checkout and inspection of the property, the security deposit will be returned no later than seven business days after checkout, less any permitted deductions.

An Interac e-Transfer deposit will ordinarily be returned by Interac e-Transfer in Canadian dollars.

A cash deposit will ordinarily be returned in the same currency in which it was paid, where practical.

Permitted deductions may include documented amounts for:

  • Damage beyond normal wear and tear;
  • Missing or damaged items;
  • Extraordinary cleaning;
  • Lost keys, remotes, wristbands, access cards, or access devices;
  • Unpaid condominium, building, or HOA fines; and
  • Other charges for which the guest is responsible under the reservation.

Property Matters will provide a reasonable summary of any deductions.

The security deposit does not limit the guest’s responsibility. If damage, loss, fines, or other guest-responsible charges exceed the security deposit, the guest remains responsible for the unpaid balance.

9. Cancellation by the Guest

Unless a different cancellation policy is expressly stated in the signed rental agreement, the following policy applies.

Cancellation More Than Three Months Before Check-In

If the guest cancels more than three months before the scheduled check-in date, amounts paid toward rent will be refunded less any non-refundable:

  • Payment-processing costs;
  • Credit-card fees;
  • Bank charges;
  • Currency-conversion costs; or
  • Other costs incurred in receiving or returning the payment.

Cancellation Within Three Months of Check-In

If the guest cancels within three months of the scheduled check-in date, all amounts paid toward rent are non-refundable.

A request to change the reservation dates may be treated as a cancellation and a new reservation unless Property Matters agrees otherwise in writing.

Property Matters may consider exceptional circumstances individually but is not required to waive the cancellation policy unless required by applicable law.

10. Refunds

An approved refund will be returned through the original payment method where reasonably possible.

Where the original payment was made in a currency different from the rental price, any exchange-rate difference between the payment date and refund date is the guest’s responsibility.

Property Matters is not responsible for:

  • Foreign-exchange losses;
  • Changes in exchange rates;
  • Charges imposed by the guest’s financial institution;
  • Non-refundable credit-card or processor charges; or
  • Delays caused by a bank, card issuer, or payment processor.

11. Occupancy

The maximum permitted occupancy will be stated in the booking confirmation, rental agreement, or property listing.

Only registered guests may stay overnight unless Property Matters provides prior written approval.

The guest must not exceed any occupancy restriction imposed by:

  • The property owner;
  • The condominium or homeowners’ association;
  • Building administration;
  • The property’s rules; or
  • Applicable law.

The guest may not sublet, assign, transfer, sublicense, or resell the reservation.

12. Permitted Use

The property may be used only for temporary residential vacation accommodation.

The property may not be used for:

  • Unlawful activity;
  • Commercial operations;
  • Events or parties;
  • Public gatherings;
  • Commercial photography or filming; or
  • Any purpose materially different from the residential use for which it was booked,

unless Property Matters provides prior written approval.

13. Visitors

Visitors who are not included in the reservation may be prohibited or restricted by the property, building, condominium administration, security personnel, or homeowners’ association.

Where visitors are permitted, the primary guest remains responsible for their conduct.

Visitors may not stay overnight without prior written approval from Property Matters.

14. Events and Parties

Events, parties, receptions, commercial gatherings, and similar activities are prohibited unless expressly approved in writing in advance.

An unauthorized party or event may result in:

  • Termination of the stay;
  • Removal from the property;
  • Condominium, HOA, or building fines;
  • Additional cleaning charges;
  • Security-response charges; and
  • Charges for resulting damage or loss.

15. Check-In

Standard check-in is after 4:00 p.m., unless the booking confirmation states otherwise.

Early check-in is not guaranteed and requires approval from Property Matters.

Self-check-in may be available. Where applicable, access instructions or a door code will be provided before arrival after all required payments, registration information, and security-deposit requirements have been completed.

Guests must comply with any identification, registration, security, or access-control procedure required by the property or building.

Keys, door codes, access cards, remotes, and other security information must not be shared with unauthorized persons.

16. Checkout

Standard checkout is before 11:00 a.m., unless Property Matters approves another time.

Guests must follow the reasonable checkout instructions provided for the property.

Late checkout is subject to availability and requires prior approval.

Additional reasonable charges may apply if an unauthorized late checkout interferes with cleaning, maintenance, or an incoming reservation.

17. House and Building Rules

Guests must comply with all applicable:

  • House rules;
  • Condominium regulations;
  • Homeowners’ association rules;
  • Building requirements;
  • Pool and common-area rules;
  • Parking rules;
  • Security procedures;
  • Visitor restrictions; and
  • Access-control requirements.

Additional rules supplied before or during the stay form part of the reservation.

If a property-specific or building rule is stricter than these general Terms, the stricter rule applies.

18. Quiet Hours and Noise

Standard quiet hours are from 9:00 p.m. to 9:00 a.m.

Guests must keep music, television, conversation, and other noise at a reasonable level at all times.

If a property, condominium, development, or homeowners’ association imposes stricter quiet hours, the stricter rule applies.

19. Smoking and Vaping

Smoking, vaping, and the use of e-cigarettes are prohibited inside the rental property.

Guests must also comply with any smoking restrictions that apply to balconies, terraces, patios, pool areas, common areas, or other parts of the building or development.

Guests are responsible for reasonable costs resulting from a violation, including:

  • Additional cleaning;
  • Deodorizing;
  • Damage;
  • Fines; and
  • Other necessary remediation.

20. Pets and Animals

Pets are not permitted unless expressly approved in writing by Property Matters.

Approval for one property or reservation does not constitute approval for another property or future reservation.

Where an animal has been approved, additional charges, cleaning requirements, or building restrictions may apply.

Guests remain responsible for damage, disturbance, additional cleaning, or fines caused by an approved or unauthorized animal.

Nothing in this section limits any right that applies to an assistance animal under applicable law.

21. Property Care

Guests must take reasonable care of the property and its:

  • Furniture;
  • Appliances;
  • Fixtures;
  • Linens;
  • Equipment; and
  • Other contents.

Guests must promptly report significant damage, breakage, malfunction, or maintenance issues.

The primary guest is responsible for damage or loss caused by any member of the guest party beyond ordinary wear and tear.

22. Damage, Missing Items, and Additional Charges

Guests may be charged the reasonable and documented cost of:

  • Repairing damage;
  • Replacing damaged or missing items;
  • Replacing lost keys, remotes, access cards, wristbands, or access devices;
  • Repairing damaged furniture, appliances, fixtures, or equipment;
  • Extraordinary cleaning;
  • Odour remediation;
  • Pest treatment required because of guest conduct;
  • Condominium, HOA, or building fines; and
  • Other reasonable expenses attributable to the stay.

Property Matters may deduct these amounts from the security deposit.

If the amount exceeds the security deposit, the guest remains responsible for the balance.

23. Cleaning

The standard cleaning charge covers ordinary departure cleaning unless the booking confirmation states otherwise.

Guests are not required to clean the property professionally before leaving.

Additional cleaning charges may apply where the property requires cleaning beyond what would reasonably be expected following a normal stay, including circumstances involving:

  • Excessive garbage;
  • Significant food or beverage spills;
  • Smoking or vaping;
  • Stains;
  • Unauthorized animals;
  • Excessive dirt or debris;
  • Damage; or
  • Substantial rearrangement of furniture.

24. Fines and Rule Violations

The primary guest is responsible for any fine, penalty, charge, or expense resulting from an act or omission by:

  • The primary guest;
  • Another registered guest;
  • A child in the guest party;
  • A visitor;
  • An approved or unauthorized animal; or
  • Any other person admitted to the property by the guest.

This includes fines or charges relating to:

  • Noise;
  • Smoking;
  • Pool use;
  • Children;
  • Visitors;
  • Parking;
  • Pets;
  • Occupancy;
  • Security;
  • Common areas; or
  • Access rules.

The guest must reimburse Property Matters or the property owner if either is required to pay such an amount on the guest’s behalf.

25. Maintenance and Access

Guests must report maintenance issues to Property Matters as soon as reasonably possible.

Property Matters, the property owner, building administration, or their authorized representatives may enter the property when reasonably necessary for:

  • Emergencies;
  • Urgent repairs;
  • Required maintenance;
  • Preventing damage;
  • Protecting the property;
  • Addressing security concerns; or
  • Investigating a reported problem or rule violation.

Reasonable notice will be provided where circumstances permit.

Guests must not prevent access where entry is reasonably necessary to protect the property, its occupants, neighbouring properties, or building systems.

26. Electricity and Utilities

Whether electricity is included in the rental price will be stated in the booking confirmation or rental agreement.

For some reservations, particularly longer stays or monthly rentals, electricity may be charged separately.

Where electricity is charged separately, the booking confirmation or rental agreement will explain how the charge will be calculated, collected, or deducted.

Guests must use electricity, air conditioning, water, and other utilities responsibly.

27. Internet, Amenities, and Common Areas

A property may include amenities such as:

  • Wi-Fi;
  • Television;
  • Air conditioning;
  • Elevators;
  • Shared pools;
  • Private or plunge pools;
  • Gyms;
  • Parking;
  • Rooftops;
  • Beach access;
  • Appliances; and
  • Other property or building facilities.

Property Matters will make reasonable efforts to ensure that advertised amenities are available and functioning.

Temporary interruptions or unavailability may occur because of:

  • Utility outages;
  • Internet-provider problems;
  • Equipment failure;
  • Building maintenance;
  • Repairs;
  • Common-area closures;
  • Weather;
  • Governmental measures;
  • Condominium or HOA actions; or
  • Other circumstances outside Property Matters’ reasonable control.

Property Matters will use reasonable efforts to assist where practical. A temporary interruption does not automatically entitle the guest to cancel the reservation or receive a refund.

Any material problem will be assessed individually, subject to applicable law.

28. Pools and Common Facilities

Guests use pools, plunge pools, gyms, rooftops, beaches, common areas, and other facilities subject to posted safety requirements and applicable building rules.

Children must be appropriately supervised.

Guests must follow all rules concerning:

  • Pool and facility hours;
  • Glass containers;
  • Food and beverages;
  • Noise;
  • Children;
  • Visitors;
  • Furniture;
  • Towels; and
  • Safety.

29. Personal Property

Guests are responsible for their personal belongings during the stay.

Property Matters and the property owner are not responsible for personal property that is lost, misplaced, stolen, forgotten, damaged, or left behind, except to the extent responsibility cannot legally be excluded.

Guests should secure doors and windows and use available security measures appropriately.

Property Matters may make reasonable efforts to locate an item left behind. The guest is responsible for any packaging, courier, shipping, or delivery costs.

30. Weather and Events Outside Property Matters’ Control

Property Matters is not responsible for interruptions, delays, or conditions outside its reasonable control, including:

  • Hurricanes or tropical storms;
  • Heavy rainfall or flooding;
  • Utility interruptions;
  • Internet outages;
  • Transportation disruptions;
  • Building maintenance;
  • Common-area closures;
  • Governmental measures;
  • Emergencies;
  • Condominium or HOA actions; or
  • Other events that Property Matters or the property owner could not reasonably prevent.

Property Matters will use reasonable efforts to assist where practical.

Where an event materially affects a reservation or stay, Property Matters will assess the circumstances individually. Depending on the circumstances, Property Matters may offer an alternative property, different dates, a credit, a partial refund, a full refund, or another reasonable arrangement.

There is no automatic entitlement to a particular remedy except where required by applicable law.

Guests are encouraged to obtain appropriate travel insurance.

31. Guest Conduct

Guests must behave respectfully toward neighbours, staff, building personnel, contractors, and other residents.

Guests must not engage in conduct that:

  • Creates a serious disturbance;
  • Threatens another person;
  • Damages property;
  • Creates an unreasonable safety risk;
  • Violates applicable law;
  • Violates property or building rules; or
  • Materially interferes with the rights of neighbours or other residents.

Property Matters may require prohibited conduct to stop immediately.

32. Termination of Stay

Property Matters may terminate a stay where reasonably necessary because of a serious or repeated violation of these Terms, including:

  • Unauthorized parties or events;
  • Serious or repeated noise complaints;
  • Unauthorized occupancy;
  • Smoking or vaping violations;
  • Deliberate or serious property damage;
  • Threatening or unlawful conduct;
  • Repeated violations of building rules; or
  • Conduct creating a significant safety or security risk.

Where a stay is terminated because of a material guest violation, the guest may remain responsible for:

  • The reservation amount;
  • Damage;
  • Fines;
  • Additional cleaning;
  • Security costs; and
  • Other resulting charges,

subject to applicable law.

33. Property Unavailability

In unusual circumstances, the reserved property may become unavailable because of significant damage, emergency repairs, safety concerns, governmental action, building restrictions, owner circumstances, or another event preventing the reservation from being fulfilled.

If Property Matters cannot reasonably provide the reserved property, it may attempt to offer:

  • A comparable replacement property;
  • Different dates;
  • A credit; or
  • A refund of amounts paid for accommodation that cannot be provided.

Any alternative arrangement depends on availability and the circumstances involved.

34. Accuracy of Property Information

Property Matters makes reasonable efforts to ensure that property descriptions, photographs, rates, amenities, and other information are accurate.

Minor differences may occur because of:

  • Replacement furniture or décor;
  • Maintenance;
  • Owner improvements;
  • Building changes;
  • Seasonal conditions; or
  • Other reasonable changes.

Minor differences do not normally constitute grounds for cancellation or refund.

A material discrepancy affecting the stay will be reviewed individually.

35. Chargebacks and Payment Disputes

Guests should contact Property Matters promptly if they believe a payment, charge, or refund is incorrect.

Initiating a chargeback or payment dispute does not eliminate amounts properly owing under the reservation.

Property Matters may provide relevant documentation to a bank, card issuer, or payment processor, including:

  • The booking confirmation;
  • The signed rental agreement;
  • These Terms;
  • Payment records;
  • Communications;
  • Check-in records;
  • Photographs;
  • Damage documentation;
  • Building notices; and
  • Invoices.

Personal information used for this purpose will be handled in accordance with the Property Matters Privacy Notice.

36. Electronic Communications and Signatures

Rental agreements may be executed electronically and in counterparts.

Electronic signatures and electronically transmitted copies have the same effect as originals.

Reservation-related notices, approvals, and agreements may be communicated through:

  • Email;
  • WhatsApp; or
  • Another written electronic channel used by the parties.

Guests authorize Property Matters to use the contact information supplied for the reservation to send payment requests, check-in information, access instructions, maintenance communications, rule notifications, and other messages necessary to administer the stay.

37. Privacy

Property Matters processes personal information in accordance with its Privacy Notice, available at: https://www.propertymatters.mx/privacy-policy/

Information may be shared with property owners, building administrations, payment providers, service providers, or other parties where reasonably necessary to administer the reservation, provide access to the property, enforce these Terms, resolve a dispute, or comply with a legal obligation.

38. Liability

Guests accept the ordinary risks associated with occupying a private vacation property and using its amenities.

To the extent permitted by law, Property Matters and the property owner are not responsible for loss or damage resulting from circumstances outside their reasonable control, including utility interruptions, internet outages, weather events, actions of third parties, building administration decisions, and temporary amenity closures.

Nothing in these Terms excludes or limits a liability or consumer right that cannot legally be excluded or limited.

39. Governing Law and Jurisdiction

These Terms and direct reservations with Property Matters are governed by the laws applicable in the State of Nayarit, Mexico.

Any dispute arising from a reservation will be subject to the competent authorities and courts having jurisdiction over the location of the rental property unless the parties resolve the matter by mutual agreement or applicable law requires otherwise.

Nothing in this section limits any mandatory consumer right, remedy, or jurisdiction available under applicable law.

40. Entire Agreement and Order of Priority

The agreement for a direct reservation consists of:

  • Any signed short-term rental agreement;
  • The booking confirmation;
  • These Guest Rental Terms and Conditions;
  • The applicable house rules;
  • Applicable condominium, HOA, building, or development rules; and
  • Written changes accepted by Property Matters and the primary guest.

If there is a conflict, the following order of priority applies:

  1. A written amendment signed or expressly accepted by both parties;
  2. The signed short-term rental agreement;
  3. The booking confirmation;
  4. Property-specific or building rules concerning the property or its facilities; and
  5. These general Guest Rental Terms and Conditions.

41. Changes to These Terms

Property Matters may update these Terms from time to time.

The version applicable to a reservation will normally be the version provided or available when the reservation is confirmed, except where a later change is required by law or expressly accepted by the guest.

42. Contact

Questions about a reservation or these Terms may be sent to:

Property Matters
Operated by Maria Campos

Email: [email protected]