FAQs

Explore answers to all your TreeCasa queries in one place.

Welcome to the TreeCasa FAQs page, your go-to resource for answers to all your questions about our offerings, services, and unforgettable experiences. Designed for your convenience, this page makes it easy to find the information you need to plan your perfect getaway.

What time is check-in and check-out?

Check-in is at 3:00 PM and check-out is at 12:00 PM.

Are pets allowed?

For the welfare of all, the entry of pets is restricted.For the welfare of all, the entry of pets is restricted.

Can I bring my own food and drinks to the resort?

Enjoy our gastronomic offer, the entrance of food, beverages and coolers is restricted.

Are drones or professional cameras allowed?

No

What is the cancellation and no-show policy at TreeCasa?
100% payment is required at time of booking for one-night stays. A 50% deposit is required to confirm any booking for stays more than two nights. 100% payment is required at time of reservation for any stays within 30 days of time of reservation. Full payment is required 30 days prior to arrival. Requests to reduce the length of stay made less than 30 days before arrival will incur a charge of 50% of the canceled room nights. Cancellations made over 30 days prior to arrival will be granted a refund of the deposit minus $25 USD administrative fees. Any cancellations made less than 30 days prior to arrival will not be refundable. In case the guest cannot travel due to a force majeure circumstance, guests may reschedule the booking within one calendar year of the previous reservation, subject to availability and approval by the resort. No Show Policy: No refund available. Holiday Season: 19 December to 6 January 2027, 14, 15, and 16 September , Holy Week, and Thanksgiving. Full payment is due at the time of booking. Any cancellation or modification made within 30 days prior to arrival will forfeit 100% of the booking. Cancellations more than 30 days prior are only eligible for a 50% refund.
What are the rules for pool use?

To ensure a safe and enjoyable experience for all, we kindly ask that you observe the following pool rules:

  • We ask that all guests shower before entering the pool.
  • It is important to wear appropriate swimwear: only non-cotton swimsuits and briefs; we recommend materials such as polyester, nylon, spandex, elastane, speedline, streamline and polydridge. Lycra, denim, cotton, jeans and dryfit are not allowed.
  • Children under 12 years of age must always be accompanied by an adult.
  • No bottles or glass items are allowed in the pool area.
    Pool towels must be returned to the front desk at the end of use.
  • The slide area is smooth, so we ask you to take extreme caution.
  • We do not offer lifeguard service; the center of the pool has a depth of 3 meters, so we ask special care with children and non-swimmers.
  • We reserve the right of admission to the pool based on compliance with these rules. TreeCasa is not responsible for lost objects or accidents in the pool area.