Frequently asked questions

In Mexico City check-in is from 3:00 PM and check-out is at 12:00 PM. In Houston check-in is from 3:30 PM and check-out is at 10:00 AM. If you need flexible timing, let us know in advance and we'll gladly check availability.

Yes. Access is self-service: we send you the exact address, codes and entry instructions by WhatsApp and email — no lines and no in-person key handover. In some buildings the only contact is the gate guard, just to register your vehicle.

Yes, free of charge: before check-in usually from 12:00 PM if the apartment is ready, and after check-out until around 2:00–2:30 PM. We don't offer multi-day luggage storage; for that we suggest external lockers.

You'll have a video showing step-by-step access. If the lock blocks after several failed code attempts, wait 3 minutes and enter the correct code again. If you have any trouble, message us on WhatsApp and we'll help right away.

The water is potable in all properties. For drinking, we recommend using the filtered water you'll find in the kitchen.

We offer a welcome kit (cereal, milk, juice and water) on your first day only. It is not a daily breakfast.

Yes. Towels and bathroom amenities are included for all guests registered in your booking, and the beds are freshly made before you arrive.

Yes, we have a crib subject to availability. Please request it in advance to secure it for your stay.

Every unit has high-speed Wi-Fi. Most have a parking space; let us know in advance so we can arrange access.

For stays longer than 4 days we include a complimentary cleaning, schedulable Monday to Saturday in the morning (beds, bathrooms, kitchen, floors and trash). Linen changes or extra cleaning are available on request for an additional fee. For stays shorter than 7 days, you can ask that no one enters during your stay.

Yes, we're pet-friendly. A single per-stay fee applies (not per night), with a maximum of 1 pet per booking; the amount is confirmed at booking depending on the property. Every pet must be declared and approved before arrival.

No. All our properties are smoke-free.

Parties and events are not allowed. Only the guests registered in the booking may stay.

Yes. At our Mexico City properties it is mandatory to register the ID of all guests, including minors, as part of our security measures and compliance with Mexican regulations to prevent human trafficking. You may cover any sensitive details as long as the name and photo remain legible. In Houston it is also a regulatory requirement starting January 2026. Your information is handled confidentially and used only for your stay.

The number of guests registered in your booking, which is the maximum allowed for that unit. Additional guests sleeping on a sofa bed may incur an extra charge for the additional linens.

We accept credit/debit cards (Visa, Mastercard and American Express) through a secure Stripe payment link, and bank transfer. Booking directly with Maia Home gives you the best rate, with no intermediary fees.

Yes. We issue a Mexican tax invoice (CFDI) to individuals and companies, including foreign ones. Find the details and request form at maiahome.mx/facturacion; the invoice is issued within about 48 hours of confirming payment.

The published rate already includes the length-of-stay discount: the more nights you book, the better the nightly rate. Check out our monthly stays as well.