Frequently Asked Questions about Hotel Grand Riviera & Grand Sunset Princess

By | 1 June, 2022 | 11 comments

Frequently Asked Questions Hotel Grand Riviera and Grand Sunset Princess


Would you like to book your next holiday at the Grand Riviera Princess or the Grand Sunset Princess? Have you already booked your holiday in the Caribbean and have questions? Here we answer the questions that guests usually ask us. If you can’t find your answer, don’t hesitate to write us a comment! We will get back to you as soon as possible!



Hotel Grand Sunset

Preguntas frecuentes What is the weather like?

Playa del Carmen has a tropical climate with high temperatures and moderate rainfall all-year-round. The city is just south of Cancun and is the closest port to the island of Cozumel, which is located just across a small channel. There are wet and dry seasons. The highest temperatures occur during the humid summer.

The dry season, from November to May, has low levels of rainfall. In tropical places heavy rainstorms can never be ruled out, but in the dry season they are definitely rarer and lighter. The highest average temperature drops just below 30°C from November to February. After, it rises around 31°C.

Preguntas frecuentes How far is the beach? Is there an internal shuttle service to get around the hotel?

The beach is about 900 metres from the lobby. The farthest building is approximately 800 metres away. Click here to see the Hotel Map.

Yes, there is internal transport that runs through the hotel

Preguntas frecuentes Can I buy a day pass for this resort?How much does it cost and at what time does it apply?

Yes indeed, although it always depends on the occupancy levels to be able to offer the best service. If you are interested you can send an email to [email protected] The price is $ 1950 pesos per person, from 9 am to 6 pm.

Preguntas frecuentes Is the hotel close to Playa del Carmen? Is there a bus service to go to Quinta Avenida?

Yes, we offer shuttle service to go to the centre of Playa. Every day at 9 am, 12 pm and 4 pm leaving the Lobby of the Grand Sunset Princess. The price is $ 70 pesos per person per trip.

Preguntas frecuentes Does this hotel have an adults-only area?

Yes, the exclusive Laguna Villas area. You can see all the information in the rooms section.

Preguntas frecuentes Should we tip in pesos or dollars?

Gratuities are included in the all-inclusive package. You don’t need to leave any. Should our associates offer you an extraordinary service and should you wish to tip them, any type of currency will be more than welcome.

Preguntas frecuentes What kind of plugs are in the hotel?

The plugs in the hotel are of American Voltage type: 127 V. Frequency: 60 Hz. Pins: A / B type.

Preguntas frecuentes Is there a cash machine at the hotel?

Yes, there is one in each lobby next to the reception.

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

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

Preguntas frecuentes Where can I book excursions and tours online?

You can do so on arrival with your Travel Agency representative, or you can book them online through this link:



Gastronomy Grand Riviera La Fleur

Preguntas frecuentes What kind of beer do you serve at the hotel? Where can I see the drinks menu?

Beer is Modelo Especial and Negra Modelo. Some drinks may change.

Preguntas frecuentes Can you bring your own thermal glass for drinks?

Of course. We are an environment-friendly hotel, so we will be more than happy to fill your glass with the drink of your choice as many times as you want.

Preguntas frecuentes Are all restaurants included?

The Chill Out restaurant is not included in the all inclusive plan.
All restaurants are included. For the Junior Suite category, “Le Fleur” (International Gourmet Food), and “Las Olas” (seafood) restaurants have an additional cost of $ 325 pesos per person.

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

Gents can wear long or short trousers. Wear shirts, t-shirts or polo with sleeves and shoes of their choice as long as they are not flip-flops. For the ladies, the dress code is elegant and casual. Avoid wearing swimsuits.

Preguntas frecuentes How can I make restaurant reservations for dinner? 

You can make your reservations on arrival in the main lobby, or through the webapp, from your mobile.

Preguntas frecuentes Can children have dinner with their parents at the Chill Out Restaurant? Can they use the beach area the rest of the week? How can I book?

Yes, children of any age have access with their parents to both the restaurant and the Beach Club. You can make your reservation directly at the hotel reception. 

Preguntas frecuentes What does the minibar include? Is it included or does it have an additional charge?

It is included. Each minibar is equipped with 4 bottles of water, 1 Pepsi, 1 Pepsi light. 1 Mirinda, 1 Seven -Up, 1 mineral water and 4 beers. Everything is included. In addition, it is replenished every day.

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

The Sports Bar, next to the Grand Sunset Princess lobby, is open from 7:00 am to 2:00 am. It is included for all 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 party has an allergy to a certain food or needs special care, who can I contact to make sure they will have different food options and will be taken care of in restaurants?

Please, send an email with your trip details and all information to [email protected]. Our Concierge team will compose a menu for you and send the information to our Food and Beverage department.



Platinum Rooms Grand Riviera

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

Yes, you can find it inside the wardrobe.

Preguntas frecuentes How can I book another room category and how would payment be made?

Room changes are always subject to availability, so they will only be made upon arrival of guests at the hotel. If you are interested in making a room upgrade, write an email to: [email protected]
We would like to clarify that should you wish to make a reservation or have problems with your reservation, you should address: [email protected]

Preguntas frecuentes How does Platinum Room Service work?

Room service is included in the Platinum and Laguna Villas package. For the rest of the categories there is an additional charge.

Preguntas frecuentes Where can I send my special requests about the room, such as a type of bed, location, connected or nearby rooms…?

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 to ensure that you have the best holiday ever.

Preguntas frecuentes How old do my children have to be to be able to book a room with private access to the pool? Is there a way to lock the balcony door on the outside?

We have no age restriction for rooms with private access to the pool. However, in the Family Club Princess section we have this type of rooms equipped with all the security measures on the balcony for children of all ages. The only way to lock the door is inside.



Yoga Class

Preguntas frecuentes What water sports are included?

All non-motorised: catamaran, paddle board, canoe and snorkel. You can book all these activities and more at the water activities centre on the hotel’s beach.

Preguntas frecuentes Where can I find the activity plan?

You can find it updated on our webapp:

Preguntas frecuentes What activities take place at the Kids Club? Do you offer babysitting service, how much does it cost?

Various activities take place.
Yes, we offer babysitting service, with an additional charge of $ 300 pesos ($ 15 dollars) per hour and child. After 11:00 pm the cost of the taxi for the nanny must be covered, $ 300 pesos ($ 15 dollars).

All nannies take regular courses on childcare of all ages and first aid.

Preguntas frecuentes What time does the gym open?

It is open from 7am to 7pm.




Preguntas frecuentes Are there book exchange shelves at this hotel?

Yes, you can ask the concierges. If you are a Platinum guest you will find a shelf in the Platinum Lounge.

Preguntas frecuentes Can I change money at the hotel? What kind of currency do you exchange?

That’s right, you can exchange money at the reception. We exchange Canadian Dollars, US Dollars, Euros and Pound Sterling.

Preguntas frecuentes Do you offer transportation from the airport to the hotel? How much does the taxi cost? How much is a taxi from the ADO bus station in Playa del Carmen to the hotel?

You can hire  a transfer from the airport to the hotel through this link:

Taxi from the airport costs approximately $ 1000 pesos for 1 to 4 people. The taxi from the ADO to the hotel costs approximately $ 300 pesos for 1 to 4 people.

Preguntas frecuentes Do you provide beach and pool towels?

Yes, you can find fresh towels every day at the towel points located in the pools and on the beach. For Platinum and Villas guests, you will find your towels in the exclusive beach and pool areas. You can also request them to your concierge.

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

It is free for all guests. It is basic and the best signal is received in the lobbies and rooms.

Preguntas frecuentes Where can I find a list of the spa services? How and when can I book a massage?

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

Preguntas frecuentes Are there safes in the rooms, is their use included?

Yes, we have a safe in each room. For safety reasons we recommend that you keep all valuables in this safe.




Preguntas frecuentes How can I book?  

You can book through our official website You have at your disposal a booking search engine so you can choose: hotel, dates, number of rooms and people. You will discover our online rates in addition to our offers. If you cannot find what you are looking for, we will be happy to assist you through the following email: [email protected].

Preguntas frecuentes What is MyPrincess?

MyPrincess is our loyalty programme, with which we would like to thank our customers from all over the world for their trust and loyalty. Make a booking and join the MyPrincess community to get exclusive discounts and unique advantages.

Preguntas frecuentes What benefits do I get from being a MyPrincess customer?

  • Exclusive discounts of up to 15% extra in your bookings
  • Welcome Cocktail
  • Fruit plate in the room
  • 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,

Leave a Comment

Your email address will not be published. Required fields are marked*