How do I book a room?
First go to the "Make a Reservation" section on our Home Page. Then enter your desired arrival date, the number of nights you wish to stay and click the "Check Availability" button.
You will then be guided through the booking process which involves selecting your room category, accepting the best available rate and then guaranteeing your booking by paying a deposit with your credit card.
Is it safe to use a credit card? When will my credit card be charged?
Our website features online credit card security so you can be sure that you are protected from potential credit card fraud.
What is your cancellation policy?
Cancellations made at least 15 days prior to the date of arrival will receive a full refund minus a 25 USD service charge. Cancellations made less than 15 days in advance will incur a 1-night charge for each room booked. There will be no refunds for no-shows. There will be no refunds for cancellations during the Christmas/New Year/Easter holiday seasons.
How do I change my booking?
Please contact the hotel at least 15 days before your scheduled date of arrival and, if we have availability for your new dates, we will be happy to change your booking free of charge. If you wish to change your booking less than 15 days prior to your scheduled arrival date, you will incur a cancellation charge (see above).
Do you have any promotions?
Yes, we regularly have promotions. Please check the "Special Offers" page on our website to see our latest promotional packages.
What time can we check in at the hotel?
Standard check-in time starts at 3pm. If you arrive earlier and no room is available, we will be happy to lock away your bags until 3pm so that you can begin enjoying your vacation.
What time must we check out?
Standard check-out is before 12pm noon. If you are leaving Playa del Carmen later in the day, we will be happy to lock away your bags until you need to leave for the airport.
Can we organize a late check-out?
From 12pm noon until 5pm, check-out is subject to a charge of 10USD per hour. After 5pm, guests will incur the cost of a full night.
DISTANCE & DIRECTIONS
How far is the hotel from Cancun airport?
Cancun airport is approximately 40 miles from Playa del Carmen, a quick 45-minute drive down Highway 307.
How far is the hotel from the beach?
The hotel is 3 blocks from the beach, approximately 5 minutes walk away.
How far is the hotel from the Riviera Maya attractions?
Xcaret theme park 10 minute driveXpu-Ha beach 20 minute driveCozumel island 45 minute by ferryCancun airport 45 minute driveXel-Ha theme park 1 hour driveSian Ka'an nature reserve 2 ½ hours driveTulum archaeological site 1 hour driveCoba archaeological site 1 ½ hour driveChichen Itza archaeol. site 2 ½ hour drive Rio Lagartos Biosphere 2 ½ hour drive
How do we drive to the hotel from Cancun airport?
From Cancun airport take Highway 307 South towards Playa del Carmen (this is well indicated). Driving into Playa go straight on through several traffic lights and turn left when you see a big green sign indicating "Av. Constituentes". Drive down this avenue until you reach the intersection with 10th Avenue (a roundabout). Take the 3rd and last exit from the roundabout and drive along 10th Avenue for 5 blocks until you reach the intersection with 30th Street. The hotel is on the corner of 10th Avenue with 30th Street. Turn right into 30th Street where you should easily find a free-of-charge parking place near the hotel in the street.
HOTEL FACILITIES & ROOMS
Can we use American/European electrical plugs at the hotel?
Yes. You can use both North American and continental European electrical plugs at the hotel. Other guests are advised to buy an adapter, easily found at airports and travel shops.
Does the hotel provide hair-dryers?
Yes, we provide hairdryers free of charge. Please ask at the front desk.
Does the hotel provide irons?
Yes, we provide irons free of charge. Please ask at the front desk.
Does the hotel provide cribs/cots for infants?
Yes, we provide cribs/cots free of charge. Please ask at the front desk.
Does the hotel have Internet connection?
Yes, we offer our guests complimentary use of an Internet-connected PC in the hotel lobby. For those travelling with laptops, there is free WiFi connection in the lobby and pool area.
Does the hotel have parking space?
The hotel does not have its own parking lot. However there is usually easy on-street parking in front or very close to the hotel on 10th Street.
Does the hotel have a gym?
There is no gym at our hotel but there are several in the neighborhood. Please ask at the front desk for more information.
Does the hotel have a swimming pool and is it open to the public?
Yes, the hotel has a swimming pool located in its courtyard. Access to the pool is exclusively reserved for our guests. Guests are requested not to use the swimming pool after 10pm.
What is the difference between the Standard, Standard Plus and Standard Plus Deluxe rooms?
Standard Plus rooms are identical in size and furnishings to our Standard rooms but also feature a private balcony with table and chairs overlooking the courtyard and swimming pool.
Standard Plus Deluxe rooms are located in the newest section of the hotel (built in 2008) and offer an extra level of comfort including superior furniture, cosmopolitan decoration and wooden decking on the balcony.
Is there a safe in the hotel room?
Yes, each room is fitted with a safety deposit box. A padlock & key is subject to an additional charge of 1 USD/day. Please keep your key safely as a replacement lock & key will cost $50 USD.
Is there a fridge or a microwave oven in the hotel room?
There is a minibar fridge in each bedroom but no microwave ovens or cooking facilities.
FRONT DESK SERVICES
What are Front Desk hours?
Front Desk services are available from 7am until 11pm. Between 11pm and 7am, a night guard is on permanent duty to give room keys, organize wake-up calls and manage late arrival check-ins.
Can I exchange money at the hotel?
No but there are several banks in the neighborhood that can. Please ask the front desk.
How do we organize an airport transfer and how much will it cost?
We will be happy to organize your airport transfer in advance. Please go to the "Airport Transfer" page for details. Depending on the number of guests, a one-way transfer costs $50-70 USD and a round trip $90-120 USD. There is a $15 USD surcharge for transfers between 10pm and 6am.
Can we book local tours and/or activities at the Front Desk?
Yes, we will be delighted to help you to make local bookings. Please go to the Activities or Tours pages of the website for an overview of what is available.
What languages does hotel staff speak?
Our staff speaks English, Italian and Spanish.
Can children stay at the hotel?
Yes, we are a family-oriented hotel and are happy to welcome our younger guests! Please note that our 2 Standard Plus Deluxe rooms and our Master Suite are reserved to guests over 15 years old.
Can we drink the tap water?
It is generally not recommended to drink tap water in Playa del Carmen although it is perfectly safe for brushing teeth and washing.