FAQ Grand Sirenis Riviera Maya Resorts & Spa, Tulum

Does the hotel offer late check out?
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 do you charge for Wi-Fi?
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 it cost to use the safe?
All our rooms are equipped with a complimentary safe where you can leave your documentation and valuables. Please ensure that the door to the safe is firmly shut before leaving your room. On the day of your departure, check that nothing has been left inside, and leave the safe door open.

The hotel takes no responsibility for the loss of money or valuables that have not been deposited in the safe. Neither shall the hotel be responsible for the loss of money or valuables that have been deposited in the safe if the safe has not been closed properly.

Are tea and coffee facilities provided in the room?
Yes, this service is available in your room.

Does the hotel have a laundry service?
Yes, the hotel has a laundry service with an additional charge. Our Concierges will inform you about prices and general 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 hairdryer in the room?
Yes, you’ll find a hairdryer in the bathroom.

Is there an iron and ironing board in the room?
Yes, this service is available in your room.

Is it possible to book a room upgrade in advance?
It is not possible to guarantee an upgrade to a better room category before your arrival at the hotel.

You can only request an upgrade to a room in a higher category on arrival at the hotel and this will be subject to availability.

Our reception staff will be able to check on the availability and cost of any upgrade on arrival.

Can I request a particular room in the hotel?
We aim to accommodate our customers in accordance with the room type selected at the time of booking. Email us with any requests or special needs you may have. Please don’t forget to include your booking details. Our reception staff will make every effort to meet your needs, subject to availability. Please note that we cannot guarantee confirmation prior to 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 should I bring with me?
It is preferable to wear cool clothes and of course don’t forget your swimming costume! Take light cover ups for the evenings too.

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.

What type of sun cream do you recommend?
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.

Can I exchange currency in the hotel or withdraw money?
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 access to the Spa free of charge or do I need to pay?
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).

o 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 the tap water safe for drinking?
Tap water is not drinkable. You will find bottled water 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.

Do you take the precautions necessary for people with allergies?
Yes, we work in accordance with all the health authority’s recommendations as well as those of the quality inspectors.

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 type of facilities and services do you offer for children?
Children have at their disposal a separate pool, a mini club, a sports area and a wide entertainment programme.

Is there a nanny service?
Yes, this service is available in the hotel and has an additional charge.

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 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 is the environmental sanitation law?
The Government of the municipality of Solidaridad 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$32 per room, per night occupied from the 1st of February 2022.

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