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FAQ

FREQUENTLY ASKED QUESTIONS

Can you hire a car at the hotel?

The hotel reception can manage the reservation of a hire care. There is also a taxi rank in the 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 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.

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.

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. 

How much is the Wi-Fi connection?

1 Device: $40MXN for 15 minutes, $75MXN for 30 minutes, $100MXN for 1 hour, $270MXN for 24 hours, $695MXN for 1 week and $865MXN for 2 weeks.

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?

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

Can we buy medicine in the hotel?

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.

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 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.

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. For your security, when you arrive at the hotel you are obliged to show the credit card used for the payment of your reservation, and it is necessary for the card holder to be present.  If this is not the case, you will be asked to pay again in full and the amount will be refunded to the original card used for payment.
?If your booking is for a hotel in IBIZA, you are using a credit card to pay for this reservation on behalf of someone else and the card holder will not personally be arriving at the hotel, we would ask you to contact us in order that we may make your reservation (Tel. +34 971 312 512 / E-Mail: comercial2.es@sirenishotels.com). You will be given the bank account details so that the payment may be made by bank transfer. 
?Cancellation: In the event of cancellation of a booking with a non-refundable rate or no show, the amount paid will not be refunded.

Rate with cancellation fees:
Changes are not permitted.
Prepayment: Your credit card will be charged with 1 or 2 nights stay at the time of booking (according to the season). For your security, when you arrive at the hotel you are obliged to show the credit card used for the payment of your reservation, and it is necessary for the card holder to be present.  If this is not the case, you will be asked to pay again in full and the amount will be refunded to the original card used for payment.
Cancellation: In the event of cancellation or no-show the amount paid will not be refunded.

Flexible rate: 
If you cancel up to 48 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 two days 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. For your security, when you arrive at the hotel you are obliged to show the credit card used for the payment of your reservation, and it is necessary for the card holder to be present.  If this is not the case, you will be asked to pay again in full and the amount will be refunded to the original card used for payment.
?If your booking is for a hotel in IBIZA, you are using a credit card to pay for this reservation on behalf of someone else and the card holder will not personally be arriving at the hotel, we would ask you to contact us in order that we may make your reservation (Tel. +34 971 312 512 / E-Mail: comercial2.es@sirenishotels.com). You will be given the bank account details so that the payment may be made by bank transfer. 

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 ecommerce.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 ecommerce.mx@sirenishotels.com . We will locate your booking and send you a copy of the voucher.

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.

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