FAQ

We ask all guests to review local authorities' travel guidance and health advisories for COVID-19 travel restrictions before you book and travel. Please visit the U.S. Embassy & Consulates in Mexico website for information on mandatory travel requirements.

Viceroy Riviera Maya offers departure COVID-19 testing on property. All tests will be provided by a local lab. Test results will be sent within 24 hours via email. Testing fees may be billed to the guestroom. At The guest's personal butler will schedule an appointment by request only for the test to be performed during their stay, at their convenience. The appointment should be requested 24 hours in advance.

For 2022, any required testing will be billed directly to the guest at the following prices:

• Antigen Test (US) - The cost is $35.00 USD + tax per person, per test.
• PCR Test (UK & EU) - The cost is $150.00 USD + tax per person, per test.

In the event that a guest tests positive, we will coordinate and extended a special package that will allow the guest to stay on property and quarantine. Please contact the front desk for more information.

In light of new COVID-19 variants and airline cancellations, we highly recommend travel insurance for all guests. Current hotel cancellation policies remain in effect regardless of COVID-19 circumstances.

All resort guests are not required to wear face masks. We recommend maintaining social distancing, as well as the use of antibacterial gel and hand washing.

Please check with the hotel directly for the most updated information.

Due to COVID-19, some of our amenities, services, and facilities may be modified or temporarily closed. Please contact the hotel for current status and more information.
 

Housekeeping service will be provided on request only. In compliance with social distancing guidelines and for your safety, we ask guests not to be present in the room during service.

The wellbeing of our guests and colleagues is our utmost priority. Learn more about the steps we're taking to create the best guest experience including Viceroy's Promise of Cleanliness.

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.

Viceroy Riviera Maya welcomes children 12 years old and up.

Pets are welcome subject to a pet fee of $50 per night (meals are additional) and pets must weigh under 20 lbs.

Please visit our pet section for more information.

Viceroy Riviera Maya 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

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. 

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

Mexican Pesos or American dollars are accepted everywhere. 

Yes, our Concierge can coordinate all your transportation needs.

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

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

Our Concierge can arrange roundtrip private transportation is available from Cancun International Airport (approximately $240 USD + tax).

Yes, please coordinate this with our Concierge.
 

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

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

Some of our rates include breakfast. 

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

Restaurant hours may vary. Visit our Dining and Nightlife page for more information.

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

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

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

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

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.

Water in the pool is 80F. 

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. 

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

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

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

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

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. 

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

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. 

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. 

The cost varies depending on many factors, including the number of guests, the number of nights you stay and special requests.

All food and beverage must be provided by Viceroy Riviera Maya. Corkage fees may apply for specialty bottles brought from outside with previous approval of your wedding coordinator.

Summer is low season, allowing us to be more flexible.

Yes, we will be happy to provide with our recommended vendors. If you decide to bring your own vendors, these have to be pre-approved by your wedding coordinator.

To secure a date a signed contract and deposit are needed. Then one month prior to your arrival date, the events and accommodations have to be paid in full.

Yes, accommodations are required. The number of blocked rooms to host your wedding with us depends on the size of the wedding and the season.

Yes, Viceroy Riviera Maya has its own wedding coordinator on site that will be with you from the moment you arrive to the resort and all throughout your wedding activities

If you are doing an exclusive buyout (renting the property’s 41 villas) you do not have a limit. If you are hosting a smaller wedding, the party must end at 11 pm.

Cancun international airport is less than 45 minutes away by car. Most mayor US cities have direct flights to Cancun.

Yes. We take pride in customizing every detail of your events because at Viceroy Riviera Maya we understand that every wedding is unique.