Booking policies and privacy

Who we are

Avalon del Sol is run by John Downey and Tristan Wall from St. John's, Newfoundland and Labrador, Canada. We own the condo we rent, in Quadra Alea, Calle 26, Playa del Carmen, Quintana Roo, Mexico.

Questions, changes or cancellations: email bookings@avalondelsol.com. We reply as soon as we can, usually within 24 to 48 hours.

Prices and payments

All prices are in Canadian dollars (CAD) and include electricity and high-speed internet.

A 30% deposit confirms your booking. The balance is due 60 days before arrival; if you book closer than that, the full amount is due when you book. A refundable security deposit is paid by Interac e-Transfer before you arrive and returned within 14 days of check-out.

You can pay by Interac e-Transfer, or by credit card for stays starting within the next 12 months. Card payments are processed by Helcim, a Canadian payment processor. Your card number goes straight to Helcim and never touches our website or our records.

Your card statement will show Avalon del Sol.

Cancellation and refunds

If you cancel 61 or more days before arrival, 80% of your deposit is refunded. If you cancel 30 to 60 days before arrival, 50% of what you have paid is refunded. If you cancel less than 30 days before arrival, nothing is refunded.

These terms are in the rental agreement you sign when you book, and you get a copy. Refunds go back the way you paid; a card payment is refunded to the same card.

To cancel, email bookings@avalondelsol.com. A booking can't be cancelled online: we confirm it by email and arrange any refund with you.

If we ever have to cancel, you get everything you paid back.

Privacy

We collect only what we need to answer your request and host your stay: your name, email, phone, dates, number of guests and anything you tell us. For a booking we also keep your home address, the names of everyone staying, your signed agreement and what you've paid.

We use it to quote, book and look after your stay, to give the building's security your names, and to tell our property manager in Playa del Carmen who is arriving. We don't sell or share it with anyone else.

When you type your address on the booking form, Google suggests matching addresses. What you type in that box is sent to Google to find them.

If you say yes to specials and last-minute deals, we may email you about them. Every email has a link to say no, and you can ask us to stop at any time.

We keep booking records as long as the tax rules require. To see, correct or delete what we have about you, email bookings@avalondelsol.com.

Security

Every page of this site uses an encrypted connection (HTTPS). Card details are entered in Helcim's secure form, which meets the card industry's security standard (PCI DSS), so we never see or store card numbers.