Guarantees
NOVATEIRRA backs every booking with a set of clear, written guarantees. These commitments complement the rights granted to consumers by the Mexican Federal Consumer Protection Law (LFPC) and our Terms and conditions.
Instant confirmation
Once payment is captured by Stripe, your booking is confirmed and locked. You will receive a confirmation email with the booking code, the property details and the next steps.
Verified property
Every property is verified by our team before listing: identity of the owner, address, amenities, photographs and pricing. If on arrival the property is materially different from the listing, contact support within 4 hours of check-in.
Secure payments
All payments are processed by Stripe, with end-to-end encryption and 3-D Secure where available. NOVATEIRRA does not store full card numbers. The charge is processed in MXN; conversions shown in other currencies are informative only — your bank’s exchange rate may differ slightly until the payment is confirmed.
Refund commitment
If the property cannot be delivered for reasons attributable to NOVATEIRRA or the owner, you will receive a refund of the affected nights according to the Cancellation policy. Stripe refunds typically clear in 5 to 10 business days, subject to your issuing bank.
Customer 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.
Post-booking attention
Every booking includes:
- Instructions for check-in (key handover or self check-in code).
- Local recommendations relevant to FIFA World Cup 2026 matchdays.
- Modification or cancellation through your account, in line with the property’s policy.
- Option to invite additional guests with read-only access to the booking detail.
Privacy commitment
Your personal data is handled under the Mexican Federal Law on the Protection of Personal Data Held by Private Parties (LFPDPPP). See the Privacy notice for the full ARCO rights process.