We answer all your Frequently Asked Questions for the Grand Riviera and Grand Sunset Princess Hotel

By | 21 November, 2018 | 11 comments



Are you looking for your next vacation in Grand Riviera Princess or Grand Sunset Princess? Have you booked your holidays and still have some doubts? Here you can find the frequently asked guests questions. If you don’t find your answer, don’t hesitate and write a comment! We will reply as soon as possible!



Preguntas frecuentes | Riviera Maya

Preguntas frecuentes What is the weather like?

Playa del Carmen receives a tropical climate with high temperatures and moderate rainfall all year round. The town is just south of Cancun and is the closest port to Cozumel Island which sits just across a small channel. There are pronounced wet and dry seasons. The highest temperatures occurring during the wet summer.

The dry season, from November till May, sees low levels of rain. In tropical locations heavy rain storms can never be ruled out but in the dry season they are decidedly rarer and lighter. The average temperature falls just below 30°C from November till February, after which it climbs back to around 31°C.

Preguntas frecuentes How far away is the beach? Is there a shuttle to move around the hotel?

The beach is about 900 meters away from the main lobby. The building furthest away is around 800 meters. We do have an internal shuttle running from the main lobby to the beach every 15 minutes. Click here to see the Resort Map.

Preguntas frecuentes Can you purchase a day pass for this resort, how much, and for what hours?

Yes you can, but it depends on the occupancy levels. Please send an email to [email protected]. The Day pass price is $1950 pesos per person. From 9am to 6pm.

Preguntas frecuentes Is this hotel near to Playa del Carmen? Is there a shuttle to go to the Fifth Avenue?

There is a shuttle that runs three times daily,9 am, 12 pm, and 3 pm. It picks up and leaves guests at the Grand Sunset Princess Lobby. The price is $50 pesos each way per person.

Preguntas frecuentes Does this hotel have an adults only section?

Yes it has, the Laguna Villas area. You can learn more in the rooms section.

Preguntas frecuentes Should we tip with Mexican pesos or American dollars?

Tips are included in the all-inclusive package. It is not necessary to tip. If our staff has offered you an extraordinary service and want to give them a tip, the preference is in dollars, but they will be happy with any type of currency.

Preguntas frecuentes What kind of plugs do you use in the resort?

The hotel plugs are like the american plugs. Voltage: 127 V , Frequency: 60 Hz. Plugs: Type A / B.

Preguntas frecuentes Is there an ATM at the resort?

Yes, there is one in each Lobby beside the Front Desk.

Preguntas frecuentes I am celebrating my anniversary, honeymoon or birthday during my stay and would like to have something special done for me /my partner/ my daughter, who can I contact to arrange it?

Please send an email with your travel details and all the information to [email protected]. Our Concierge team will surprise you and make your celebration even more special.

Preguntas frecuentes Where can I book tours and excursions?

You can book tours and excursions following this link: http://princessmx.guidego.com/welcome/en-GB/.



Preguntas frecuentes | Riviera Maya

Preguntas frecuentes What type of beer is served at the resort?

The beer is XX lager, XX Ambar and Sol. Some of the drinks might change.

Preguntas frecuentes Do the bars allow you to bring your own insulated cup?

Yes, of course. We are an eco-friendly resort. We will be more than pleased to fill your insulated cup with the drink of your choice and as many time as you want.

Preguntas frecuentes Are all the restaurants included in the all inclusive plan?

The Chill Out Beach restaurant is not included in the all inclusive plan.

All restaurants are included, except in the Junior Suite category where there is an extra charge for “Le Fleur”( International gourmet) and “Las Olas” (seafood), $325 pesos per person.

Preguntas frecuentes What is the dress code for the a la carte restaurants?

Men can wear long pants or nice shorts, t-shirt, shirt or polo with sleeves and the shoes can be sandals, just try to avoid the flip flops. The women are beautiful anyway they dress.

Preguntas frecuentes How can I make the restaurant reservations? 

You can make your reservations upon arrival at the main lobby, or at the hotel through the web app, from the comfort of your mobile.

Preguntas frecuentes Can we take our kids for dinner to the Chill Out? Are kids also allowed to use the beach for the rest of the week as well? How can I make a reservation?

Yes, kids are allowed at the Chill Out Beach Club and Restaurant. You can make a reservation by sending an email to [email protected].

Preguntas frecuentes What is included in the minibar? It is included?

Yes, it is included. Each minibar is equipped with 4 bottles of water (1 litre), 1 Coca-Cola, 1 Coca-Cola light, 1 Orange Fanta, 1 Sprite, 1 mineral water and 4 beers. Everything is included. It is replenished every day.

Preguntas frecuentes Is there a bar and restaurant open 24 hours?

Yes there is, the Fifth Avenue Sports Bar, beside the Sunset Lobby. It is included for all the guests.

Preguntas frecuentes How can I make a reservation for a Romantic Dinner?

You can make a reservation by sending an email to [email protected].

Preguntas frecuentes Someone in my group has a food allergy or needs special care, who can I contact to ensure he/she will have different food options and be safe at the restaurants?

Please send an email with your travel details and all the allergy information to [email protected]. Our Concierge team will write a letter for you and send the information to our Food & Beverage department.



Preguntas frecuentes | Riviera Maya

Preguntas frecuentes Is there an iron and ironing board in the room?

Yes, you can find it in the closet.

Preguntas frecuentes How can I purchase an upgrade and what are the prices?

The upgrades are always subject to availability and can be purchased upon arrival at the Reception. If you want to know the upgrade prices you can send an email to:  [email protected].

Preguntas frecuentes Which room categories have the room service included?

The room service is included for Platinum and Laguna Villa Guests. For other categories it has an extra charge.

Preguntas frecuentes Where can I send my room request like the type of bed, the location, interconnecting, or rooms together..?

We do not guarantee these types of requests because they are always subject to availability. Please send your booking information and requests to jrecepció[email protected]. We will do our best for you to have an amazing vacation.

Preguntas frecuentes What age do my kids have to be if I want to book a swim out room? Is there a way to lock the patio door when exiting through the balcony?

They must be 13 years old or more, for safety reasons. In the Family Club Princess there are no age restrictions because the Swim Out Suites are equipped with all the safety measures for children on the balcony. You can only lock the balcony door from the inside.



Preguntas frecuentes What water sports are included in the all inclusive package?

The non motorized sports, like boats, paddle board, kayaks and snorkel. You can book all the activities with our water sport center at the Hotel Beach.

Preguntas frecuentes Where can I find the activity plan?

You can find it updated every Monday and we post it on our Facebook pages:

See Grand Riviera Princess Facebook

See Grand Sunset Princess Facebook

Preguntas frecuentes What activities are offered for kids in the kids club? Do you offer nanny service and what is the price?

We organize a variety of activities. We do offer nanny service. The price is $ 10 US Dollars per kid per hour. All the nannies have taken several courses on how to take care of kids of all ages, including first aid.

Preguntas frecuentes At what times is open the gym?

The gym is open from 7am to 7pm.



Preguntas frecuentes | Riviera Maya

Preguntas frecuentes Is there a book swap shelf at this hotel?

Yes, you will find it at the concierge desk in the main lobby. If you are a Platinum guest you can find them on a shelf at the Platinum Lounges.

Preguntas frecuentes Can we exchange money at hotel? What currency does the hotel change?

Yes, you can change money at the reception. We change Canadian dollars, American Dollars, Euros and Pounds.

Preguntas frecuentes Do you offer transportation from the airport to the resort? What is the cost for a taxi? What is the cost for a taxi from the Playa ADO terminal to the resort?

You can book a transfer service from the airport to the hotel and back on the following link: http://princessmx.guidego.com/welcome/en-GB/.

The taxi from the airport costs $630 pesos 1- 4 people. The taxi from the ADO to the resort costs $240 pesos 1-4 people.

Preguntas frecuentes Do you provide pool and beach towels?

Yes we do, you can get clean towels every day at the towel points by the pools and beach. For Platinum and Villas guests, they can find their towels in their exclusive pool and beach areas or ask their concierge.

Preguntas frecuentes Is there a nightclub on the site? Until what time is it open and are the drinks all inclusive whilst in the club?

Yes we have the Disco Areito, beside the lobby in Riviera. It is open every night from 10:30 pm to 2 am. Drinks are included.

Preguntas frecuentes What is the Wi-Fi like and where can I use it?

We have free Wi-Fi for all the guests. It is a basic wi-fi and the best signal is received at the main lobbies and rooms.

Preguntas frecuentes Where can I find a list of spa services? When and how can I book a massage?

Please send an email to [email protected], they will send you all the spa information and prices and also help you with the reservations. You can make the reservation before or during your stay.

Preguntas frecuentes Is there a Safety Box in the room and it is included?

Yes there is a safety box in each room, and it is included. We recommend that you keep all the valuable objects that you have brought in the safe.



Preguntas frecuentes | Riviera Maya

Preguntas frecuentes How can I book?  

You can book in our official website: princess-hotels.com. You can check out our booking browser to choose: hotel, dates, number of rooms and people. You will find our online rates and our offers. If you don’t find what are you looking for, send an email to: [email protected]. We will be pleased to attend you!

Preguntas frecuentes What is MyPrincess?

MyPrincess is our customer loyalty programme. Princess Hotels & Resorts have designed a free programme for our guests from all around the world. We want to thank you for the trust you have deposited in us.

Preguntas frecuentes What benefits are offered on the MyPrincess Caribbean Programme?

  • Exclusive discounts of up to 15% extra in your bookings
  • Welcome Cocktail
  • Fruit plate in the room
  • Complimentary Snacks on arrival
  • Discounts on services
  • Many more services according to the hotel and destination

Categories: Caribbean, Riviera Maya


  1. Mayli ojeda says:

    Hola tengo una reserva número 375740962 la cual debería ser para 4 adultos y dos habitaciones y en el correo que llegó indica 2 habitaciones y 2 adultos. Favor contactar a [email protected] gracias

  2. Jeanette says:

    Hi do you guys offer complimentary shuttle round trip from airport or is there a cost I’m planning on reserving in the Laguna villas

  3. Laurie J Powless says:

    Is there a shuttle service from platinum area to various restaurant for those with limited mobility?

    • Dear Laurie,

      At the hotel we have bellboy carts, and they are available every 15 or 20 minutes, we do not have any specially adapted carts for people with limited mobility but they can be accommodated in the shuttles; In addition, if you need to be transported at a specific time we can assist you, but it will depend on availability.

      Thank you,

  4. Omar Lozano de la Torre says:

    Buenas noches, el día de nuestra salida mi hija dejó olvidada su MOCHILITA con carita de panda en el restaurante, estuve llamando y 2 días después me confirmaron que la encontraron, les dije que un amigo de Cancún pasaría por ella y me dijeron que llevara una carta con los detalles. Así lo hicimos y no se la quisieron entregar. Llevaba foto de la mochila, de las identificaciones y de la reservación y ni así. ¿Que puedo hacer?
    Habitación 31259, family club, 21-25 de julio 2021

    • Omar, gracias por vuestra confianza en Princess Hotels,

      Te agradeceríamos que enviaras un email a [email protected] indicando fechas, hotel, reserva y detallando lo ocurrido, para que puedan ayudarte a recuperar la mochila de tu hija.

      Un cordial saludo


    Are kids who are NOT staying at the Family Club allowed to use the kids’ club, climb on the jungle gym, swim in the kids’ pool, etc?

    • Hello Claudia,

      Thank you for your comment!

      For children who want to go to the Princess Family Club Riviera and are not staying there, we offer a day pass so they can enjoy the facilities. The price is $200 Mexican pesos or its equivalent in dollars according to the exchange rate. The price is per person and is the same for both adults and children. Children must be accompanied by an adult at all times.

      Thank you,

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