Use Terms
Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Luxence Experience’s relationship with you in relation to this website.
The term ‘Luxence Experience’ or ‘us’ or ‘we’ refers to the owner of the website. The term ‘you’ refers to the user or viewer of our website.
The use of this website is subject to the following terms of use:
- The content of the pages of this website is for your general information and use only. It is subject to change without notice. For sample itineraries with pricing, please note no reservations have been made and all services are subject to availability and prices are subject to change until services are confirmed.
- Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
- Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
- This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
- The use of any image outside the scope of marketing Luxence Experience is strictly prohibited. Use of any image from the site to market or represent any product besides that which represents Luxence Experience constitutes a violation of this agreement.
- All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
- Unauthorized use of this website may give rise to a claim for damages and/or be a criminal offense.
- From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
- You may not create a link to this website from another website or document without Luxence Experience’s prior written consent.
- Luxence Experience reserves the right to take photographs throughout the duration of the trip or part thereof, and to use the resulting photographs to promote Luxence Experience services.
By booking with Luxence Experience, trip members agree to allow their images to be used in such photographs.
Thank you for visiting our web site. This privacy policy tells you how we use personal information collected at this site. Please read this privacy policy before using the site or submitting any personal information. By using the site, you are accepting the practices described in this privacy policy. These practices may be changed, but any changes will be posted and changes will only apply to activities and information on a going forward, not retroactive basis. You are encouraged to review the privacy policy whenever you visit the site to make sure that you understand how any personal information you provide will be used.
Note: the privacy practices set forth in this privacy policy are for this web site only. If you link to other web sites, please review the privacy policies posted at those sites.
Collection of Information
We collect personally identifiable information, like names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfill you specific request. This information is only used to fulfill your specific request, unless you give us permission to use it in another manner, for example to add you to one of our mailing lists.
Cookie/Tracking Technology
The Site may use cookie and tracking technology depending on the features offered. Cookie and tracking technology are useful for gathering information such as browser type and operating system, tracking the number of visitors to the Site, and understanding how visitors use the Site. Cookies can also help customize the Site for visitors. Personal information cannot be collected via cookies and other tracking technology, however, if you previously provided personally identifiable information, cookies may be tied to such information.
Distribution of Information
We may share information with governmental agencies or other companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; or, (2) trying to protect against or prevent actual or potential fraud or unauthorized transactions; or, (3) investigating fraud which has already taken place. The information is not provided to these companies for marketing purposes.
Commitment to Data Security
Your personally identifiable information is kept secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All emails and newsletters from this site allow you to opt out of further mailings.
Privacy Contact Information
If you have any questions, concerns, or comments about our privacy policy you may contact us using our company contact information.
We reserve the right to make changes to this policy. Any changes to this policy will be posted.
What time is check in and check out?
CHECK-IN 15:00 hrs. CHECK-OUT 12:00 hrs. on some proerties and 10:00 hrs. on others. We generally ask that you adhere to these times. If we can accomidate a late rental we will.
How do we get keys when we arrive at our property?
A Premium Experiences Representative will greet you for arrival at your rental property. You will be provided with keys or access codes and given a tour of the residence to familiarize you with the residence’s amenities and systems.
What supplies are provided?
All rental chalets are fully outfitted with kitchenware and cookware. Paper products including paper towels and toilet paper are also provided by housekeeping. All of our homes have wireless internet, cable and or satellite television and bedding.
Do you offer pet-friendly chalets?
Some of our properties do allow pets but not all. Pets will be approved on a case-by-case in writing with your Premium Experiences Representative in writing prior to your arrival. An additional pet deposit may be required.
Can we check-in early/check-out late?
Our normal check-in times are at 15hrs and departure times are at 12hrs, however we do offer flexibility when available. Please check with yourPremium Experiences Representative for any special needs and requests prior to your trip.
Who are villas by Luxence Experience
We are an award-winning villa rental company with unrivaled knowledge and access to Mexico’s best private vacation getaways.
With nearly 20 years in Mexico’s luxury travel industry, we have built strong relationships with villa owners and managers, which means we can book those hard-to-get dates, offer the best prices, and deliver outstanding service. We also visit, inspect, and hand-select every villa we have in our portfolio — guaranteeing we only offer the very best.
What are the advantages of booking with Luxence Experience?
We’re not just villa rental professionals; we’re also Mexico specialists. We live here, our families live here, and we have an unrivaled knowledge of this wonderful country. We work on first-name terms with homeowners, which means we can negotiate exceptions in special circumstances and offer the very best prices.
Our connections and expertise also help us to deliver an outstanding level of service. We provide a villa coordinator to each homeowner to guide them through every step of the vacation — from pre-arrival to post-vacation — to make sure everything is perfect. It’s a double-layered concierge and protection service that benefits all parties.
We aim to create a life-changing experience for every one of our guests and to help them discover the extraordinary culture, history, and beauty of Mexico.
How are the villas selected?
Each and every villa we have in our portfolio has been through a rigorous selection process with only the very best passing. This includes a property visit from one of our experienced and discerning villa experts who will thoroughly inspect it, making sure it meets our strict criteria.
Our expectations are incredibly high — we only accept five-star amenities and service — so you can be assured that any villa you book through us will be among the very best around.
Villa owners and managers must also guarantee to offer their best rates to our clients, which means we only offer the very best prices.
Do all the villas come with staff?
All our villas come with housekeeping and a 24/7 concierge. Many luxury villas also come with additional staff, such as highly-trained chefs and butlers. Where they are not included, travelers have the option to include them as an extra.
Why should i book a villa instead of a hotel?
The villas we offer will take your vacation to unprecedented levels of luxury at a price you will love. Often costing around the same as a hotel stay, our villas come with world-class amenities, extraordinary service, and a level of intimacy you won’t get at a hotel. Plus, if you’re worried about missing out on the amenities a resort stay offers, don’t be. As previously mentioned, all our villas come with dedicated staff, and all-inclusive villas are available.
Can journey Mexico help me book activities?
Of course, we are a Mexico-based Experience company, and this is where we shine! Whether you want to visit ancient Maya ruins, swim with whale sharks, or tour Frida Kahlo’s home, we’ve got the connections and the know-how to make it happen.
Does a villa stay include transport or flights?
Our quotes do not include flights, but we can book them. Some villas do come with transport included, and we will always be very clear in what the rate does and does not include. We do offer additional transportation in all the destinations we cover.
Are the rates for the entire villa?
Our quotes for each property are very detailed in what they include. Villas may not be occupied by more guests than specified in the rental agreement.
What is the required length of stay?
Normally a five to seven night stay is required; with exception to specific villas which offer a three night minimum. However, many villas will consider shorter stays, especially if you are nearing your departure date. During the Christmas and New Year’s holiday period, each villa requires a seven night minimum stay.
Will i have someone to call if something goes wrong?
Each of our villas has a 24/7 local host and concierge who are nearby should there be any problems. You will also have a 24/7 emergency contact from Luxence Experience who will check-in on you throughout your stay to make sure everything is going well.
When am i charged for a rental and what is your cancellation policy?
The typical payment policy for villas is 50% down within the first five days of reservation to secure your dates, with final payment 15 days in advance. Cancellation policies vary, but deposits are usually non-refundable unless the owner can re-rent the space.
Will i be able to change my reservation?
We understand plans change and will do everything possible to accommodate your needs and work with owners to find a solution. Repeated changes may incur an additional fee.
Do i need insurance for my trip?
We suggest you purchase additional insurance for your trips.
Do i need to put down a security deposit?
Villas typically require a security deposit, which Luxence Experience normally holds on to, in case there is damage to the villa. Any damage to the villas will be investigated by Luxence Experience, the client, and property management before funds are released to cover the damage. In the event of no damage, we refund the security deposit within 15 days.
- Payment processing: Rent and deposits will be needed as follows:
a) 50% of the total amount will be needed at the moment of signing the contract
b) The other 50% of the total amount will be needed prior to arriving at the property. c) Last minute bookings will have to deposit THE FULL AMOUNT in advance if the booking is 15 or less days away. - Check in and check out: As established in the contract, check in at the property will be at 15:00 hrs. And check out will be at 12:00
a) In case of needing an earlier check in time before 9:00 or check out later than 17:00 an additional fee will be charged.
III. Guarantee deposit: An additional deposit will be charged to secure any damage of the property, the amount varies depending on the property.
IV. Staff: The staff that is included in the rent is a chef, a housekeeper and a waiter, in case of renting an apartment or a condominium, it will only include housekeeping services and their service hours are from 9:00 until 18:00.
V. Cancelations: All reservations are taken as a serious compromise there is NO guarantee of a reimbursement or credit for cancellations
In case of a cancelation due to important personal reasons, we will need in writing the reason, this will be evaluated and in case of approval a 20% deduction will be applied as a penalty.
Christmas and New Years deposits are NOT reimbursable nor credit will be applied to other dates.
Rules to all properties
- No pets are allowed
- All guests should register at the office before accessing the property
- The rent of the property is for 2 people per room, this includes kids bellow the age of 5
- A signature will be needed for the contract as well as a valid ID.