Frequently asked questions
Booking
How do I make a booking?
- Choose dates and guests on the search page or directly on a property.
- Review the price breakdown (base price, service fee, IVA 16%).
- Click Book and complete your guest data.
- Pay with Stripe. The booking is held for 15 minutes while you complete the payment.
- Once Stripe confirms, you receive an email with the booking code.
Do I need an account to book?
You can complete a single booking as a guest, but creating an account lets you save favourites, see booking history, invite additional guests and pay faster with saved details.
Payments
What payment methods are accepted?
All payments are processed through Stripe: credit and debit cards (Visa, Mastercard, American Express), Apple Pay and Google Pay where available. We do not accept bank transfers, cash or off-platform payments.
In which currency is the charge processed?
Always in MXN (Mexican peso). Conversions to other currencies on the platform are informative; the exchange rate applied by your bank or card network may slightly modify the final amount in your local currency.
Are taxes included?
Yes. All prices include VAT (IVA) at 16% unless otherwise stated in the price breakdown.
Can I get an invoice (CFDI)?
Yes. Write to [email protected] from the email used in your booking, before the end of the calendar month in which the booking is paid, with the buyer’s tax data (RFC, fiscal name, address, CFDI use).
When is the payment charged?
When the booking is confirmed. There is no preauthorisation: if the payment fails, the booking is not confirmed.
Modifications and cancellations
How do I modify or cancel a booking?
Go to My reservations, open the booking and use Modify reservation or Cancel reservation. Conditions depend on the property’s cancellation tier.
How long does a refund take?
Refunds are processed through Stripe and typically clear in 5 to 10 business days, subject to your issuing bank.
What happens if the property does not match the listing?
Contact support within the first 4 hours of check-in. If the discrepancy is material, we relocate you to an equivalent property or refund the affected nights.
Additional guests
Can I add a co-guest?
Yes. During checkout, in the Invite additional guests section, you can add the email (and optionally the SMS phone) of additional guests, up to the number of adults on your booking. After payment they receive a link to view the booking detail. Only the booker can modify or cancel.
Wallet
Can I add the booking to Apple Wallet or Google Wallet?
Yes. After confirming the booking you will see the buttons to add to Apple Wallet or Google Wallet. You can also do this from the booking detail in My reservations.
Support
How do I contact support?
- Email: [email protected]
- Phone: +52 33 3359 9449
- Hours: Monday to Sunday, 8:00 to 22:00 CST (Mexico)
Our team responds in Spanish and English.
Did not find an answer? Use the form at the bottom of this page to send a request (sign in or create an account first).
Languages and currencies
Which languages does NOVATEIRRA support?
Spanish, English, French, Czech, Korean and Uzbek. You can change the language at any time from the header menu; the preference is saved on your device.
Which currencies can I see prices in?
MXN (settlement), EUR, UYU, COP, ZAR, CDF, CZK, KRW and UZS. The currency selector is in the header. Remember that the charge is always processed in MXN; other currencies are informative.
Privacy and data
How is my personal data treated?
Under the Mexican Federal Law on the Protection of Personal Data Held by Private Parties (LFPDPPP). Full detail in the Privacy notice. For ARCO requests: [email protected].