FAQ

How do we reach the hotel in Playa del Carmen if we are driving a car?

From Cancun airport, please take the only highway available heading south towards Playa del Carmen (N. 307). You will pass the village and overpass of Puerto Morelos and some 25 Kms south you will enter into the Playa del Carmen area till you reach a series of overpasses. Continue on the overpass until you reach the exit "AVENIDA CONSTITUYENTES" on the right lane. Once off the overpass, maintain the left hand side below the overpass and turn left along the Constituyentes Avenue and drive all the way down to Avenida 15^th. Turn right on the Avenida until you reach  Calle 12 and turn left on  Avenida 10 till you will see on the left hand side, corner with calle 14 our Aqualuna boutique hotel. 

 

Do you have parking space?

Parking isn’t always an easy mission in the centre of Playa del Carmen. Luckily we have two private parking spots right opposite our hotel. Parking in public roads is permitted only in white sidewalk lines. Parking on the yellow line could lead to registration plate confiscation and tow away.

 

Can I book a transfer from the Cancun airport to the hotel directly with you?

We offer a personalized service even before your arrival. We do have a private shuttle service available for transfers from the airport to the hotel and viceversa that can be booked directly with us. This will avoid the inconvenience of seeking transportation on your arrival and the price is also quite convenient. Should you require more information please do not hesitate to contact us.

 

At what time can I check in?

Check in time is at 3:00pm. If you arrive in the morning and your room is available before 3:00pm, we will check you in immediately. Otherwise, we will store your luggage and give you the room as soon as possible.

 

At what time do we have to check out from the room?

Our check out time is at noon. Should you wish to check out later, you can book this service in advance via our website for a fixed fee of U$D 29. Once at the hotel you can request availability at the front desk for fee U$D 10 per extra hour. You can also decide to store your luggage with us so you don´t have to worry about carrying things with you.

 

Do you have Internet connection?

Yes, we offer our guests free use of our desktop computers at the lobby and we also offer free Wi-fi as well as cable connection in the rooms.

 

Is there a safe in the room?

There is a safe deposit box in each room whose use is free of charge.  Please remember to keep the key with you at all times. For your own safety, there is only one key available and should the same get lost or damaged, we shall have no option but to break the lock. A U$D 30 replacement fee is being applied in such cases.

 

Is it safe to leave my credit card details as a guarantee for payment?

It is very safe. Our policy, just like many other hotels, is to guarantee complete safety and peace of mind. An authorization voucher will be issued and the same can either be closed upon check out (should you wish to pay by credit card) or enjoy a 5% discount when settling your account in cash (more details below).

 

Should I leave a deposit as guarantee?

In cases where the reservations is made directly with us, either by phone or e mail, a 30% deposit is required at the time of booking in order to guarantee availability.

 

Which payments are accepted in the hotel?

We accept Visa and Mastercard, Paypal and cash. As part of our promotions program, we offer an exclusive 5% discount (taxes and Service & Social fee excluded) if your account is paid in cash regardless of the currency (U$D , Euro, CAN U$D, GBP). For your convenience all our hotels have ATM machines available in their lobbies.

Moreover we are one of the very few Hotels in Playa del Carmen accepting American Express thus allowing our guests to enjoy the several advantages offered to its card holders. 

 

What is the maximum number of people per room?

Some of our rooms have a king size bed, with a maximum occupancy of 2 people; the rooms with 2 queen size beds can accommodate up to 4 adults.

Can I book tours and activities at the front desk?

Yes, an information point about all beauties this destination can offer is available by the reception or by our concierge desk at our sister hotels Hacienda Paradise or Illusion. All excursions have been tested and improved so as to allow our guests to enjoy in total safety and peace of mind all the beauties that this destination can offer. We also offer tailor made solutions, suggesting the best possible alternatives to those that want to discover the destination according to their timing and pace. For more information you can also refer to our reception hospitality devotee.

 

Do you provide iron and iron boards?

We do have iron and ironing boards available at our front desk.

 

Do you have higher category accommodations?

Should you wish to take your stay with us to the next level without exceeding the budget, we can offer you our comfortable and spacious Mini suite.

Should you just wish to complement your stay with some extra services or simply surprise your companion, we feature the “Infinity plus”. An array of services making you feel just that extra special: Welcome tropical fruit basket, courtesy of breakfast and beach club daily access/facilities, courtesy mini laptop, turndown service, organic amenities, and souvenir upon check out, free laundry on the day before your check out.

 

Our holiday will also take us to other places within Mexico, could you assist our planning?

Should your desire be getting to know the marvelous attractions of this part of the country as well as other regions, including Guatemala and Belize, we can recommend you to take into consideration spending a few days in the magical context of Holbox Island. Besides being one of the most “off the beaten tracks” destinations in south east Mexico, this authentic paradise is also a fisherman’s village and a place of pure disconnection. Enjoy the beauty of the calm waters of the Gulf of Mexico meeting the turquoise Caribbean, a variety of unique birds, the innocent giant of the sea whose passage happen to be every year (May till mid September). Swimming with the whale sharks will in fact be one of the most rewarding and breathtaking experiences you will ever have. Tours are organized daily and are totally safe for people of any age. Last but not least, our hotel “La Palapa”, located on one of the most exclusive beaches on Holbox island feature 15 spacious and comfortable rooms enjoys a privileged position and our “Casa Nostra restaurant….on the beach” that will tempt every taste bud with unique combinations of the freshest sea ingredients.

 

Our concierge service is available to consciously guide you towards your holiday planning, suggesting you places and visits that will make your holiday a better experience. Why consult guides and surf over the web when our team of destination specialists can help you get the most out of the time you will spend in this magical place? Do not hesitate to contact us with your requirements and we will do our best to make you satisfied. Our “Infinite Hospitality” philosophy goes beyond the boundaries of our hotels. 

 

What does “Casa Nostra” breakfast include?

Our culinary team at our sister hotel Hacienda Paradise in Playa del Carmen will delight you with numerous healthy homemade choices, served in a typical Palapa (by the pool), where an innovative and colorful breakfast is served.

From the healthy conscious homemade European breakfast  to the delicacies of gourmet eggs and Mexican specialties that will tempt the most demanding taste buds, Hacienda Paradise is constantly succeeding  in creating a restaurant  Xperience that leaves an indelible memory in all those willing to xperiment the best part of the day....and much more!

It consists of a variety of items including homemade bread and cakes, natural and fruit yogurt, selection of tropical fruits, selection of marmalades, butter, selection of teas, American coffee, cinnamon coffee, fruit juices, milk, water (bottled).

 

What are the operation hours of “Casa Nostra” Restaurant?

Breakfast: 7:30am to 10:45am

Lunch and snacks: 10:45am to 8:00pm