Frequently Asked Questions

Yes, there is a dress code:
Buffet restaurant: anyone in swimwear or not wearing a shirt will not be allowed in the buffet restaurant.
Themed Restaurants: Smart shorts are acceptable in the thematic restaurants, however no swimwear or sleeveless T-shirts will be allowed.
 

Yes, dinners in the themed restaurants are subject to availability and reservations are necessary. 

Check-out should be before 12:00 on the day of departure. However, subject to availability at the hotel, we can extend your check-out time up to a maximum of 17:00. This service has a cost of MXN$250 per hour. We will inform you how to use this service at Reception. 

Wi-Fi is free for all of our guests at the resort. Our guests can connect to the hotels internet by entering a pin which will be provided to you by reception during your check-in process. This pin is linked to your reservation.

All of our rooms are fully equiped with a free safe where you should deposit your documents & personal items of value. Please ensure that the safe is completely closed every time you leave you room & on the last day before you leave, please ensure that you do not forget anything in your room & leave the door to the safe open. 
The hotel does not take responsibility for any money or items of value left outside the safe. This also applies to our policy for valuable items lost, which are inside the safe, if it has not been closed correctly.

Yes, this service is available in the room.

Yes, the hotel has a laundry service with an additional charge. In your room, you’ll find a sheet with all the laundry services available in the hotel, as well as information on prices and the general terms and conditions of the service.

Yes, all our rooms have a minibar with daily restocking of water, soft drinks and beer.

Yes, all our rooms have this service. In addition, Room Service is free of charge between 11:00 and 23:00.

Yes, you will find a hair dryer in the bathroom.

Yes, this service is available in the room.

It is not possible to guarantee an upgrade to a superior category room before arrival at the hotel.
It is only possible to request an upgrade to a superior category room upon arrival at the hotel, and it will always depend on availability at that time.
The Reception staff will be able to check the availability and price of the upgrade upon your arrival.

We try to accommodate our clients based on the type of room selected at the time of reservation. You can email the hotel with your requests and needs. Please don't forget to include the details of your reservation. Our Reception staff will do everything possible to satisfy your wishes based on availability at the time and without guarantee of confirmation before arrival.

The Mayan Riviera and Yucatan Peninsula have one of the warmest climates in the world. Occasionally, there is rain and wind during September, October and November. The average temperature is 26º with fluctuations of 5 to 7 degrees. 

It is preferable to wear cool clothes and of course don’t forget your swimming costume! Take light cover ups for the evenings too. Gentlemen should bring long trousers for dinners at the French restaurant "Le Relais Gourmand".

With the Mayan Riviera climate, it is preferable to avoid the sun between 1:00p.m. and 4:00p.m, this is especially important for children.

The protection factor depends on your skin. If you travel in summer, the temperature can reach more than 35º and we would advise you to use a minimum factor of 20.

The official currency is the Mexican peso. 

The official language is Spanish, however in the tourist areas, English is spoken.

Yes, you will be able to change money at reception and there is a cash-point machine.

You will find souvenir shops in the resort.

The closest shopping centre is located in Playa del Carmen, 25 minutes (35km) from the Resort.

Yes, you will find alcoholic beverages and tobacco in the resort’s shops.

Access to the Spa gymnasium is free. A Spa Pass is available, with additional charge, in order to access the wet area (outdoor pool, hydro-massage water beds, saunas, aroma showers, Turkish bath)…
 

Young people under 18 may not enter the Spa, except for special treatments designed for them (Kids SPA). If parents want to enjoy a specific treatment at the Spa, children can stay and have fun at the mini club. We offer a special babysitting service for an additional fee.

Yes, but we would recommend that you drink bottled mineral water, available in your room mini-bar.

It is not necessary to be vaccinated; however we would advise you to check with your doctor concerning your previous vaccinations. 

You will find an ample selection of salads and other dishes on the menu and in the restaurants, suitable for vegetarians.

Any guest requiring diabetic dishes is advised to contact the Public Relations Department in order that these may be arranged with the kitchen manager.

Yes, every recommendation from the health authorities and the quality controllers with whom we work are taken into account.

Yes, the hotel has a medical centre with 24-hour service. Additionally, the closest hospital is only 25 minutes from the hotel, in Paya del Carmen. These services have an additional cost.

We have basic medicines that do not require a prescription and a medical centre.

Children have at their disposal a separate pool, a mini club, a sports area and a wide entertainment programme. 

At the buffet restaurants you will find at least 2 options of purees that will suit your baby’s taste.

Yes, this service is available in the hotel and has an additional charge.

There is a public bus service. You will find a bus stop in front of the Resort and for a few pesos you will be able to go from Tulum to Playa del Carmen. The bus runs every 15 minutes until 11:00 pm (This service does not belong to the hotel)  

The country exit tax payable at the airport is €45, $50 USD or $750 MXN per person in cash.

All the public areas in the resort are adapted and several rooms are specially adapted for disabled guests. 

The Government of the municipality of Solidaridad approved a decree on environmental sanitation law. Treasury Decree 034 of the Municipality of Solidaridad of the State of Quintana Roo includes articles 132a, 132b, 132c and 132d. In accordance with this, the law came into effect on the 1st of October 2017 and will be imposed on stays in tourist establishments from this date. It is a direct, instant, final contribution whose revenues will be fully assigned to the execution of environmental sanitation works within the Municipality of Solidaridad.

All individuals who stay in tourist accommodation in the municipality of Solidaridad, in the State of Quintana Roo.

MXN$32 per room, per night occupied from the 1st of February 2022.

Upon arrival at the hotel, during check-in, our reception personnel will present the corresponding documentation for payment before entry.

In accordance with article 74bis of the Finance Act in the State of Quintana Roo, foreign tourists who travel to this state are obliged to pay for the right of use and use of goods in the public domain as of 1 April 2021.

This use consists of a payment by foreign tourists of MXN$224.

Tourists can make the payment before their arrival, upon arrival or during their stay in the State of Quintana Roo. When a tourist has finished their stay in this State, they must show their proof of payment in the corresponding filter at the airport, before boarding. In the event of not having paid it, they will receive on site assistance to pay for it at that time.

VISITAX is the application to make the payment to the State Government of Quintana Roo for the right of use and use of goods in the public domain.
Payment for families or groups can be made together, provided that the details required by the system are completed for each member. In this way, the application will create individual receipts.

The requirements requested for filling in the VISITAX form are the following:
* Number of people travelling
* Name, age and passport number of each person
* Departure date from the State of Quintana Roo
* Details for making the electronic payment