Frequently Asked Questions

Everything guests ask before booking with Condado Lagoon Waterfront Villas — in one place.

Booking & payment

How do I book directly?

Visit /properties , pick the studio or penthouse that fits your trip, click into its page, and use the calendar to select your dates. Payment is processed securely on our booking engine — same protection as Airbnb, lower price.

What forms of payment do you accept?

Major credit cards (Visa, Mastercard, Amex, Discover) and Apple Pay / Google Pay. Direct bank transfer available for long stays (30+ nights) — message us for details.

Is direct booking really cheaper than Airbnb?

Yes. Airbnb adds a 14-18% service fee that you pay on top of nightly rate. Booking direct on this site has zero service fee. Typical savings: $50-200 per stay, depending on length and unit.

What's your cancellation policy?

For direct bookings: full refund up to 14 days before check-in, 50% refund 7-14 days before, no refund within 7 days. Bookings made through Airbnb / Booking.com / Vrbo follow each platform's respective policy.

Do you charge a security deposit?

Yes — a refundable security deposit is pre-authorized on your card at check-in and released within 48 hours of check-out, assuming no damages. $150 for studios, $300 for penthouses. Standard hospitality practice.

Check-in & check-out

What time is check-in and check-out?

Check-in: 4:00 PM. Check-out: 11:00 AM. Early check-in / late check-out available on request based on availability — just ask Rosemary in advance.

Is check-in self-service or in-person?

Self check-in via smart lock + key code. Rosemary sends you the door code and detailed instructions 24 hours before arrival. Available 24/7 — no waiting for a host to arrive.

What if my flight arrives late at night?

No problem. Self check-in works 24/7. We'll have everything ready for you whenever you arrive — even at 2 AM.

Where do I park?

Our building does not have on-site parking. The closest paid option is Normandy Park, a short walk from the building. Most guests skip the rental car altogether — Uber is cheap and parking in Condado is otherwise a nightmare. SJU airport is a 15-minute Uber ($20-25).

About the units

How many guests does each unit fit?

Studios sleep 2-4. Penthouses sleep 5-6. Each unit page shows exact capacity. We strictly enforce guest counts — misrepresenting headcount voids the booking.

Are all units in the same building?

Yes — all 9 units are in the gated Paseo Caribe complex on Calle Vendig, eastern Condado. Shared building amenities: pool with hot tub area, gym, doorman, gated security, elevator.

Do all units have ocean / lagoon views?

Yes. Every unit has either a lagoon, ocean, or dual-view balcony or window. Specific view details are on each unit page.

What's included in the kitchen?

Full kitchenette in every unit: full-size fridge, induction cooktop, microwave, coffee maker, kettle, full cookware and dishes set, basic spices, dish soap. Suitable for cooking breakfast / light meals.

Is there Wi-Fi?

Yes — fast fiber Wi-Fi (100+ Mbps) included free. Suitable for Zoom calls, streaming, remote work. Each unit has its own router.

Are the units air-conditioned?

Yes — central AC in every unit. Set your preferred temperature on the thermostat.

Is there a washer / dryer?

Yes — in-unit washer/dryer in every studio and penthouse. Detergent provided.

Amenities & building

Is there a pool?

Yes — outdoor pool with lounge chairs, open from 7 AM to 10 PM. Towels provided.

Is there a hot tub?

Yes — hot tub located in the pool area, open daily. Free for all guests.

Is there a gym?

Yes — small fitness room with cardio + free weights. Check posted hours at the building.

Is the building safe?

Yes. 24/7 doorman, gated entry, security cameras throughout common areas, secure key code at every elevator floor. Eastern Condado is consistently rated among the safest parts of San Juan. See our blog post on Condado safety for detail.

Are pets allowed?

Yes — we welcome pets in all our units. Please let us know at the time of booking so we can confirm details.

Is smoking allowed?

No smoking inside units (or balconies). Designated smoking area available on the ground floor near the pool deck.

Location & getting around

How close is the beach?

Condado Beach is about a 10-minute walk from the building. Calmer-water beaches like Escambrón are also nearby and easily reached by foot or short Uber.

How far is Old San Juan?

15-minute Uber($8-12). Or 25-minute bus on the T3 route.

How far is the airport (SJU)?

15-minute Uber($20-25). No shuttle service — we recommend Uber over taxis for transparent pricing.

Do I need a rental car?

For Condado-focused trips: no. Walk to the beach, walk to restaurants, Uber for everything else. For day trips to El Yunque rainforest or Vieques, a rental car helps but Uber works too. Parking in Condado is expensive ($35/night) so most guests skip it.

What's around the building (walking distance)?

Ashford Avenue dining (2 min), Caribe Hilton + Stellaris Casino (5 min), Ventana al Mar Park (3 min), supermercados (Pueblo, Walgreens) within 5 minutes. See our things to do guide for more.

Special requests & services

Can you arrange airport pickup?

We don't arrange airport pickup directly. Uber from SJU airport to our complex runs $20-25 and takes 15 minutes. If you prefer a pre-arranged transfer, you can browse options on our things-to-do page through our travel partners.

Do you offer concierge services?

We don't offer in-house concierge services. For tours, activities, and restaurant recommendations, see our things-to-do guide , where you can browse and book directly. For anything else, message Rosemary — we're happy to point you in the right direction.

Can you celebrate a special occasion?

Yes — we can help arrange small touches for anniversaries, birthdays, proposals, or honeymoons (champagne, decorations, etc). Requests must be made in advance and an additional fee applies. Contact us at the time of booking with details so we can confirm what's possible.

I have a specific accessibility need. Can you help?

The building has elevators and most public areas are wheelchair accessible. Bathrooms in individual units are standard (not roll-in showers). Tell us your needs in advance and we'll let you know honestly what fits.

Reviews & trust

How many reviews do you have?

561+ five-star reviews across the portfolio. Rosemary is a Superhost with a 4.79 average rating and 100% response rate (under 1 hour typically).

Are the reviews on this site real?

Yes — all reviews are pulled from verified Airbnb, Vrbo, and Booking.com stays. We don't write fake reviews or remove negative ones.

What if something goes wrong during my stay?

Message Rosemary directly via the WhatsApp number you receive at check-in. Average response: under 30 minutes during waking hours. For urgent issues (lockout, AC failure, etc), we have emergency contacts.

Browse next

Ready to book? Browse our 9 lagoon-front units. Curious about the area? See things to do in San Juan. Planning around an event? Check our events calendar.