Frequently Asked Questions

Is there a “Dress Code” in the hotel restaurants?

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.
French restaurant “Le Relais Gourmand”: smart attire is required; male guests need to wear trousers and shirts with sleeves. 

Are reservations necessary for the themed restaurants?

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

Does the hotel offer a late check out service?

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. 

How much is the Wi-Fi connection?

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.

How much does the safe service cost?

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.

Is there a tea/coffee service available in the room?

Yes, this service is available in the room.

Does the hotel have a laundry service?

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.

Is there a minibar in the room?

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

Does the room have Room Service?

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

Is there a hair dryer in the room?

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

Is there an iron and ironing board available in the room?

Yes, this service is available in the room.

Is it possible to reserve a room upgrade in advance?

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.

May I request a specific room at the hotel?

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.

What is the climate in Riviera Maya?

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. 

Which clothes are best in summer?

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".

What time do you recommend for sunbathing?

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.

Which sun protection factor should I use?

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.

What is the currency?

The official currency is the Mexican peso. 

What is the official language?

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

Is it possible to change money or withdraw cash in the hotel?

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

Is there a shopping centre in the Resort?

You will find souvenir shops in the resort.

Where is the closest shopping centre?

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

Can we buy alcohol and tobacco in the resort?

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

Is the Spa access free?

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)…
?All massages, treatments, wraps, in addition to the yoga, spinning and Pilates lessons, have an additional charge.

Do children have to be accompanied in order to go in the Spa?

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.

Is it safe to drink the water in the hotel?

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

Are any vaccinations necessary?

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

Does the hotel cater for vegetarians?

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

Are there special dishes for diabetics?

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

Are food allergies taken into consideration?

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

Is there a doctor in the hotel?

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.

Is there a chemist in the hotel complex?

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

What are the children’s facilities in the hotel?

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

Is there baby food such as puree or soup?

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

Is there a baby sitter service in the hotel?

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

Can you hire a car at the hotel?

We have a concession in the hotel lobby where you can reserve a car, we also have a taxi rank in our complex.

Is there a public bus service? How often do they run?

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)  

How do I get to the hotel from the airport?

If you haven’t already booked your transfer with your tour operator, you can book it on our website.  

How much is the exit tax?

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

Is the hotel accessible for people with reduced mobility?

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

What are the online booking conditions?

 

Non-Refundable rate:
Changes are not permitted.
Prepayment: Your credit card will be charged with the total cost of the reservation when you finalise the reservation process. Cancellation: In the event of cancellation of a booking with a non-refundable rate or no show, the amount paid will not be refunded.

Flexible rate:
If you cancel up to 24 hours before the arrival date: the hotel will refund any deposit you may have paid. If you cancel after this time or do not arrive: the hotel will charge the first night to the credit card left as a guarantee, and if the total has already been paid, the amount for the first night will not be returned. If you wish to pay the total cost of your booking on arrival at the hotel, your credit card is only necessary as a guarantee for your reservation. The reservation cost will not be charged to your credit card, as payment is to be made at the hotel on the day of arrival, either by credit card or in cash, in local currency and according to the exchange rate of the day. Only in the event of cancellation one day before the arrival date, or if you do not arrive, will the first night's accommodation be charged to your credit card. Sirenis Hotels & Resorts reserves the right to do a pre-authorization for the cost of the first night. If you have chosen to pay the total cost of your booking now, the reservations system will connect to the bank using a secure connection, in order to give the maximum safety guarantee for the payment process and will charge the amount indicated in the voucher. 

All bookings made via our website from 1 November 2021 onwards will be subject to new reservation and cancellation terms and conditions. These are detailed here:

Non-Refundable rate:
Changes are not permitted.
Prepayment: Your credit card will be charged with the total cost of the reservation when you finalise the reservation process. Cancellation: In the event of cancellation of a booking with a non-refundable rate or no show, the amount paid will not be refunded.

Flexible rate:
If you cancel at least 48 hours before your arrival date, the hotel will return any deposit you may have paid.
If you cancel after the deadline, the hotel shall charge the amount of the first night, and if the whole booking has been paid, the amount of the first night shall not be refunded.
If you do not show up, the hotel shall charge the amount of the first two nights to the card provided as a guarantee, and if the whole booking has been paid, the amount of the first two nights shall not be refunded.
If you wish to pay the total cost of your booking on arrival at the hotel, your credit card is only necessary as a guarantee for your reservation. The reservation cost will not be charged to your credit card, as payment is to be made at the hotel on the day of arrival, either by credit card or in cash, in local currency and according to the exchange rate of the day. If you cancel two days before your arrival date, you will be charged for the first night of your booked stay; in the case of a no-show, you will be charged for the first two nights.
Sirenis Hotels & Resorts reserves the right to do a pre-authorization for the cost of the first night. 
If you have chosen to pay the total cost of your booking now, the reservations system will connect to the bank using a secure connection, in order to give the maximum safety guarantee for the payment process and will charge the amount indicated in the voucher. 

What should I do if I want to cancel my booking?

If you wish to cancel a booking made on our website www.sirenishotels.com , you may do so under the section "My Booking" on the home page. You will need to include the email address used at the time of booking, and the booking confirmation code.

If you need further assistance to cancel a booking please contact ecommerce2.mx@sirenishotels.com.

Rate with cancellation fees or non-refundable: In the event of cancellation the amount paid will not be refunded.

What should I do if I want to amend my booking?

If you wish to amend your original booking, whenever your rate allows it, the procedure is as follows:

1. First of all, make a new booking for the accommodation and dates you now require.  Please bear in mind that the rates shown on the website are subject to change at any time, as are the booking conditions, so the cost for your new booking may differ to that of the original one.  Please also take into account that the room availability is limited.

2. Once you have received the confirmation email for the new booking, with the booking confirmation code and copy of the voucher, you will need to cancel the original reservation, under the section "My Booking" which you will find on the home page.  You will need to include the email address used at the time of booking and the booking confirmation code. 

3. Please make sure the new booking is successfully made before cancelling the original one, so that you are assured of the accommodation. The booking is confirmed when a reservation code has been generated and a confirmation email has been received displaying the code, with a copy of the accommodation voucher.

What should I do if I do not receive the confirmation email after making the booking?

If you have not received the confirmation email, you should contact ecommerce2.mx@sirenishotels.com. We will locate your booking and send you a copy of the voucher.

What is the environmental sanitation law?

The Government of the municipality of Solidaridad recently 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.

Who is obligated to pay?

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

How is the amount to be paid calculated?

MXN$27 per room, per night occupied from the 1st of January 2020.

When must our clients pay?

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

What is the right of use and use of goods in the public domain?

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.

How much does this right cost?

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

When should our customers pay for the right of use and the use of goods in the public domain?

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.

What is VISITAX?

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.

What requirements are requested for filling in the VISITAX form?

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

Ctra. Federal Cancún - Tulúm, zona costera, km 256.3

Akumal - Quintana Roo 77710 Riviera Maya - México

+52 (984) 875 1700
Approximate exchange rate, valid for information purposes only. We would remind you that according to the applicable legislation, payment is to be made in local currency, and in Cuba, in Cuban Convertible Pesos (CUC) only.