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FAQ's

Location

The hotel is located on the corner of 44th North Street and 10th Avenue. A block from the famous 5th avenue.

There are different transportation options: By bus (ADO), by taxi, by rental car or by private transfer service.

By bus: Cancun buses operate a timetabled service, they usually run every 30 min from the Cancun Airport to Playa del Carmen non-stop. It is a 50-60 minute ride away.

The service begins at both the (terminal) T1 International and (terminal) T2. You will easily find the ADO bus ticket module located on the arrivals level inside and outside each of these terminals. Major credit and debit cards are accepted.

There are two bus stations in Playa del Carmen, one is called (Quinta Terminal) located on 5th avenue and Benito Juaréz avenue, 5 minutes walking to the hotel. There is another bus station called (Alterna terminal) located on 20th avenue between 12 north street and 12th Bis Street which is closer to the hotel just 3 minutes walking to the hotel.

By rental car: Cancun’s Airport is located just 55.6km from the hotel and driving takes about 45 minutes in light traffic. Most routes to the airport carry regular signs of the universally recognisable traffic symbols.

By private transfer service: It can be reserved with our reservations team by phone or email. If you have not pre-booked, it is recommended to do it at least 24hrs prior to your arrival. You could be picked up at T1, T2, or T3 and taken directly to the hotel.

We do not offer parking service but there are public parking and private parking options very close by.

The hotel is located one block away from the famous 5th Avenue, where most of the shops in Playa del Carmen are concentrated.

Rooms

We have four types of rooms:

  • Classic (40.7 square meters)
  • Premium (55.40 square meters)
  • Premium plus (58.40 square meters)
  • Deluxe (69.50 square meters)

All the rooms have a king-size bed.

The maximum capacity per room is three adults or two adults and two children.
There is not a bathtub onany of our rooms. Although, we do have a rooftop pool.

We offer our guests:

  • Amenities
  • Iron and ironing board
  • French Press
  • Organic amenities/toiletries
  • 24 Hours Reception/front desk & Security.
  • Internet access – high speed
  • Air Conditioning
  • Wake up calls
  • Housekeeping (daily)
  • 2 smart Tv’s 40“ cable TV and access to Netflix
  • Complimentary toiletries
  • Hair dryer
  • In-room safe
  • Television
  • Electronic / magnetic keys
  • Bathrobe
  • iPod dock
  • Bed size King Full
It is prohibited to smoke in the rooms for safety reasons. Although, the rooms have a terrace where smoking is allowed.
Breakfast may be added to your reservation for an additional cost. It’s served at a convenient restaurant a block and a half away from the hotel.

General

We have a private rooftop only for guests and a swimming pool. Also, you can come upstairs and relax in one of our wood cabanas.

As a benefit of staying with us you can borrow one of our bikes without any charges, availability is limited. You must sign a little format at our front desk.

Any official identification card showing a photo and name of the guest, which must match their reservation.

Payment can be made directly at the hotel at the arrival but it depends on the terms and conditions your reservation was made under.

We accept cash and major credit and debit cards.

Unfortunately pets are not allowed.

You can reserve general and private tours with either our reservations team or our Front Desk agents.

In case of a reservation cancelation request, only the minimum penalties will be applied according to what is established in the cancellation policy, otherwise the total cost paid would be lost.

Our cancellation policy establishes the following penalties:

Cancellation in low season: A one night penalty will be charged as long as it is done at least 3 days in advance.

Cancellation in mid season: A penalty of two nights will be charged as long as a minimum of 7 days in advance is made.

Cancellation in high season: A penalty of three nights will be charged as long as a minimum of 14 days in advance is made.

Consider the New Year and Easter holidays as high season. The terms and conditions may vary depending on the conditions under which your reservation was purchased.

In the case of a reservation with non-refundable policies, the above would not apply.

The nights without modifications, or early departures will not apply for any type of refund.

If you made your reservation through Cotelier Hotels, you need to contact us directly at Tel. +52 1 (984) 147 6242 or send an email to reservations@coteliergroup.com. If you made your reservation through a travel agency, you need to contact them directly.

Up to 3 general changes can be made in a reservation by applying the same timescale according to the seasonal cancellation policy otherwise a penalty night will be charged. The request for changes can be by email to reservations@coteliergroup.com.