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Playa Xcalacoco Frac 7
77710 Playa del Carmen
Riviera Maya, Quintana Roo Mexico
T: +52 984 877 3000
F: +52 984 877 3001

800 578 0281

FAQs about Viceroy Riviera Maya


General Topics - Preguntas Generales

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Do you have a loyalty program?

Yes, Viceroy Hotels and Resorts are part of the DISCOVERY loyalty program, a program designed with you in mind. Learn more or enroll in this program.

Does Viceroy Riviera Maya allow children to stay at the resort?

Viceroy Riviera Maya welcomes children 12 years old and up.

How far is the Resort from Beach?

The resort is on the beach with Villas ranging directly beachfront to Villas in the jungle a few moments from the beach. The pool, restaurant, bar and lounge all overlook the ocean and are only steps away.

What is the appropriate dress on property?

Barefoot is acceptable in most facilities during the day and night. However, guests are to wear sandals or flip flops as well as t-shirts (sleeves or sleeveless) when visiting restaurants for breakfast, lunch and dinner.

Are there welcome amenities in the lobby for arriving guests?

Yes, the resort generally provides a refreshing welcome beverage as well as cool towels upon arrival.

What is the recommended currency?

Mexican Pesos or American dollars are accepted everywhere.

Do you have taxis available?

Yes, our Concierge can coordinate all your transportation needs.

Arrival - Llegada

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Is early check-in or late check-out possible?

Early check in or late check out is based on availability and an extra charge may apply.

How far is the resort from the airport?

The resort is 40 miles south of Cancun International Airport (CUN).

What other airport/hotel transportation options are available?

Our Concierge can arrange roundtrip private transportation is available from Cancun International Airport (approximately $260 USD + tax).

May I pre-book, airport-to-hotel transportation?

Yes, please coordinate this with our Concierge.

Accommodations - Alojamientos

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What type of pillows are placed on each bed?

We provide down pillows on each bed, and can substitute pillows for hypo-allergenic if you need.

What categories are available and what are the differences.

We offer a number of different Villas - from Beachfront to Jungle. Please review our Comparison Chart to compare these room types.

Does the rate include breakfast?

Some of our rates include breakfast.

Do the guestrooms have mini-bars?

Yes, all guestrooms have a fully stocked mini-bar at an extra charge.

Food and Beverage - Comida y Diversion

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What are the operating hours of the restaurants?

Coral Grill: 7am to 10:30pm La Marea: our fine dinning restaurant open from 6:30pm to 10:30pm from Saturday to Thursday

What are the operating hours of the bar?

Coral Bar: 8am to 11pm daily.

May guests make special requests for wine or other alcoholic beverages?

Yes, this request can be done in advance through our reservations department or our concierge.

Is room service available?

Room service is available. A breakfast, lunch and dinner menu is available in the each room.

May special gifts be ordered in advance by either the guests or their friends?

Special requests can be ordered via our concierge or front desk.

May guests make special requests for dietary restrictions?

Yes, if they are allergic or restricted for something in special our Executive Chef will offer something aside the menu.

Entertainment - Entretenimiento

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How safe is the swimming at the beach?

Our beach is perfect for swimming & snorkeling there are a few rocks on the shore so we offer diving shoes to get into the water.

What is the water temperature of the pools?

Water in the pool is 80F.

What type of yoga is available at the property?

Yoga class is available on request by a certified teacher who practices Vynasa Flow, Hatha and Prenatal Yoga. Guests are offered daily yoga from 10am to 11am at an extra charge and previous reservation.

Can sports activities (ex: snorkeling) be pre-booked?

Yes, our concierge can schedule a wide selection of personalized activities like scuba lessons, parasailing, jet skis rentals, yoga and hikes.

Is there one “must see” local attraction?

Our top attractions in the area are Tulum and Chichen Itza archaeological sites.

Miscellaneous - Diverso

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What are the ADA accessibility features at the hotel?

Our hotel features the following American Disability Act accessible features:

  • Some guestrooms feature mobility-accessible doors 
  • Some restaurants are accessible
  • Main entrance is accessible
  • Route to accessible guest rooms is accessible
  • Service animals are allowed for persons with disabilities

Is there high-speed Internet access?

High speed wire and wireless internet is available in all the villas and at the restaurant area at no extra charge.

Is there cell phone coverage at the property?

There is cell phone coverage at the property mainly at the main pool and by the lobby area. Guests must verify with their US carriers if their services include reception in foreign cities which most of them do.

Is there a gift shop on property? What does it sell?

Gift Shop "La Boutique" opens from 9am to 7pm, offers Mexican handcraft, linen and beach clothing, fashion accessories such as sandals, hats, bags, jewelry, suntan lotions, toothbrush, hand made soap, etc.

What are the locks and additional security devices on the guestroom doors?

All guestroom doors are locked from inside, there is a safety deposit box in each villa.

Is the water safe for drinking? Is bottled water served at the hotel?

Water is potable but we do not recommend it for drinking. Purified water is served at the hotel and provided at no cost in the guest room.

Are there any consulates in the vicinity?

In Cancun there are consulates from The US, Spain, Italy, France, Germany, Japan, Argentina, Norway, Belgium, Belize, Brazil, Canada, Chile, Cuba, Denmark, Finland, UK, Guatemala, Holland, Poland, Switzerland and Sweden.