Guest Services

Check-In
Check in time is 4pm on your arrival date. Early check-ins are not available. Guests should go to the Coconut Mallory Welcome Center for check in. Welcome Center hours of operation are: Sunday to Thursday 9am – 5pm and Friday/Saturday 8am – 10pm.

Check-Out
Check out time is 10am. Please observe this rule, as our housekeeping staff needs time to prepare for our next arrival. Upon leaving, please secure all windows and doors, load the dishwasher and start, remove all trash, and strip beds.

CANCELLATIONS
In the event of a cancellation of a confirmed rental, for any reason, cancellations must be received in writing and are subject to the following penalties:
More than 14 days before arrival date: 15% cancellation charge
Less than 14 days before arrival date: 100% cancellation charge

RESERVATION MODIFICATIONS
Coconut Mallory allows a onetime reservation modification up to 14 days from arrival. No modification will be authorized within the 100% cancellation period. Modifications include date changes and increase or decrease in accommodation size. Modifications are subject to an additional administrative fee, plus any applicable rate difference and tax. Travel insurance is nontransferable. Modifications are also subject to availability and minimum lengths of stay restrictions.

Damaged / Missing Items
Coconut Mallory has a thorough inspection policy to ensure our units are in good condition and that Guests will not be inadvertently billed for missing or broken items. Please assist us by reporting any missing or broken items to our Welcome Center within twenty-four (24) hours so that you will not be held responsible.

Furnishings and Equipment
Units are furnished with dishes, cookware, flatware, glasses, and basic appliances.

Groups Prohibited
Large gatherings are prohibited without a separate agreement. Special pricing and security deposits may be required. Please call for pricing and availability.

Incidental Charges
Coconut Mallory requires a credit card and photo id at the time of check in. This credit card is held for potential unit damage, missing items, or incidental charges during the stay.

Items Left Behind
Coconut Mallory cannot be held responsible for items left in a unit. Please double check your unit for personal items prior to departure. If we are asked to return items to you they will be returned C.O.D.

Late Check In:
If you will be arriving after our Welcome Center open hours ( Sunday to Thursday 9am – 5pm and Friday/Saturday 8am – 10pm), contact the resort directly at 305.292.0017 prior to the day of your arrival to arrange your late check in. If you arrive late and have NOT made arrangements, call 305.942.9215.

Maintenance
All equipment in your unit should be in working order. Please report any inoperative equipment to our office. Every reasonable effort will be made to promptly repair the same. No refunds will be made for inoperative air conditioners, appliances or for mechanical failure.

Occupancy Limitation
The person listed on the reservation must be an adult twenty-one (21) years of age or older. In addition, all occupants (“Permitted Occupants”) of the unit must be either (1) the guest named on the registration (2) twenty-one (21) years of age or older (3) direct descendants of the occupants (such as children, grandchildren or great-grandchildren), (4) direct ancestors of the occupants (such as parents or grandparents) (5) siblings of the occupants, and/or (6) a maximum of one (1) additional person for each occupant, direct descendant, direct ancestor or sibling of the occupants. If occupants do not comply with this paragraph tenant(s) and occupants will be refused entry onto the premises and tenant(s) or occupants will not be entitled to a refund of any rent payments made. NO EXCEPTIONS.

Occupancy / Parking
Occupancy is limited to two (2) people per bedroom plus an additional two people if there is a sleeper sofa. Coconut Mallory will not allow overcrowding of the unit beyond the existing bedding. No RVs, campers or mobile homes may be parked on the premises. Parking is limited to two (2) vehicles per unit.

POLICY FOR PETS, SERVICE ANIMALS AND COMFORT OR ASSISTANCE ANIMALS
Although Coconut Mallory is a non-pet friendly resort we do allow Service Animals in accordance with the Americans with Disabilities Act. Our guests may also be accompanied by a certified Comfort or Emotional Assistance Animal so long as written documentation of the Comfort or Emotional Support Animal's legitimacy is provided at check-in. A $320.00 Cleaning Fee for your Comfort or Assistance Animal will be due from the Owner at the time of check-in, which shall be non-refundable. Please contact 305.292.0017 for additional details.

Smoking
Coconut Mallory is a smoke free facility. Guests who choose to smoke inside one our units will be subject to a $500.00 charge.

Unit Amenities
We provide bed linens, starter packages of detergents, bath soap and paper products. Please be sure to pack any specialty items that you may require during your stay.

LIMITED-SERVICE MARINA ON-SITE
(No boat ramp - no fuel)
Coconut Mallory offers a limited number of boat slips for rent for our resort guests. To make a reservation to use a boat slip during your stay, call 866.875.1383 It is mandatory that you confirm with us, prior to your arrival, the availability of a boat slip for your use. We will also suggest to you the best place for you to drop your boat once you get to Key West. We do allow trailer parking at the resort in designated areas only.