Princess Family Club Riviera Frequently Asked Questions

Thinking of visiting the Riviera Maya as a family?

Below you will find a compilation of frequently asked questions about Hotel Princess Family Club Riviera. 

We answer the questions most frequently asked by our guests in the hope that our answers will clear up any concerns you may have. Don’t hesitate to leave us a comment, we’ll be happy to get back to you!

GENERAL INFORMATION

What is the weather like in Playa del Carmen?

Playa del Carmen enjoys a tropical climate with high temperatures and moderate rainfall throughout the year. 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 locations, heavy rainstorms can never be ruled out, but they are much rarer and lighter in the dry season. The highest average temperature is below 30°C between November and February, after which it rises to around 35°C.

How far is it to the beach? Is there an internal transport service to get around the hotel?

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

Yes, an internal shuttle runs through the hotel every 15 minutes.

Does the hotel have a book swap shelf?

Yes, just ask the concierge in the main lobby.

Is it possible to exchange money at the hotel? What currencies can be exchanged?

Yes, you can change money at reception. We exchange Canadian Dollars, US Dollars, Euros and Pounds Sterling.

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

Yes, we offer a shuttle service to the centre of Playa del Carmen every day at 9 am, 12 pm and 4 pm, departing from the lobby at Grand Riviera Princess. It costs $85 pesos per person, per trip.

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

You can book a transfer from the airport to the hotel here: princess.nexustours.com/transfers/

Taxi from the airport costs approximately $1200 pesos for 1 to 4 people. Taxi from the ADO from Playa del Carmen to the hotel costs approximately $300 pesos for 1 to 4 persons. All prices are subject to change without notice.

 Do you provide beach and pool towels?

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

Do guests at Family Club have access to the facilities at the other hotels?

If you stay at Princess Family Club, you can use all the facilities at Grand Riviera Princess and Grand Sunset Princess, except the Platinum and Laguna Villas areas.

 Should we tip in pesos or dollars?

Gratuities are included in the all-inclusive package. You do not need to tip. However, if our employees provide you with an extraordinary service and you would like to leave a tip, any currency will be welcome.

 Where can I book excursions and tours?

You can do this on arrival with your travel agency representative, or you can book online. We recommend Best Day Travel.

 What type of sockets are used in the hotel?

Sockets are American type. Voltage: 127 V. Frequency: 60 Hz. Plugs: Type A / B.

RESTAURANTS/BARS

Which à la carte restaurants am I entitled to use?

As a guest at Family Club, you have access to the 7 à la carte restaurants, as well as the buffets and snack bars at Sunset and Riviera and the exclusive Family Club themed buffet: 

• Pirata Buffet
• Sunset Buffet
• Riviera Buffet
• Sunset Snack
• Riviera Snack
• Mamma Mia (Italian)
• La Vaqueria (Grill)
• La Fleur (International)
• La Hacienda (Mexican)
• Miso (Teppanyaki – Sushi – Oriental)
• La Fondue (Swiss)
• Las Olas (Seafood)
• Ice cream parlour

You can view all restaurants on our webapp: https://grgsf.princess-hotels.com/es

 Do you serve cocktails for children?

Yes, we serve plenty of non-alcoholic cocktails.

 Can you bring your own thermal cup for drinks?

Of course. We are an eco-friendly hotel, and so we are more than happy to fill your cup with the drink of your choice, as many times as you like.

 Are all the restaurants included?

The Chill Out restaurant is the only one not included in the all-inclusive package.

What is the dress code for à la carte restaurants?

Men can wear long trousers or shorts, but should not wear swimwear. Shirts, T-shirts or polo shirts with sleeves and shoes of choice may be worn, as long as they are not flip-flops. For women, the dress code is smart casual, and swimwear is not allowed.

How do I make restaurant reservations for dinner? Where can I see the menus?

You can make your reservations on arrival with the Family Club concierge or through the webapp. You can view the menus on our webapp: https://grgsf.princess-hotels.com/en/

Is room service included in the Family Club package?

Room service is available for an additional charge.

Can children dine with their parents in the Chill Out Restaurant? Can they use the beach area during the rest of the week? How do I book?

Yes, children of any age accompanied by their parents have access to both the restaurant and the Beach Club. You can make your reservation directly at Chill Out or with our concierge.

Is there a 24-hour restaurant and bar?

The Sports Bar, adjacent to the Grand Sunset Princess lobby, is open 24/7 and is included for all guests.

Someone in my group 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 be looked after in the restaurants?

Please send an email with your booking information and details about the allergy to [email protected] or via our Princess Family Club social media channels. Our concierge team will get back to you and forward the information to our food and drinks department.

Is there an extra charge for the ice cream parlour?

The ice cream parlour is included in the package, so you can feel free to go for dessert anytime from 9 am to 10 pm.

ROOMS

What type of beds are in the rooms?

There are two types of beds in the rooms:

a) King Size Bed + Bunk Bed

b) Two double beds + Sofa Bed.

What bathroom amenities are in the rooms? Are there hairdryers in the rooms?

All rooms come with shampoo, conditioner, soap, bathrobes for parents and kids, combs, slippers, bath toys for babies, stuffed animals for kids under 12, and a special family club cup for kids over 13. If you need more, there’s an extra charge. Yes, there is a hairdryer in every room.

Where do I send my special room requests, such as a certain type of bed, cots, location, connecting or nearby rooms?

We do not guarantee such requests as they are always subject to availability. Please send your booking information and requests to [email protected] or through our Princess Family Club social media. We will do our best to make sure you have the best holiday ever.

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

There are no age restrictions for rooms with private access to the pool. Although in the Family Club, these rooms are fitted with full safety measures on the balcony for children of all ages. The door can only be locked from the inside.

 Is there iron and ironing board in the rooms?

Yes, you will find it inside the wardrobe.

What is in the minibar? Is it included or is there an additional charge?

It is included. Each minibar is equipped with 1 litre bottle of water, 2 bottles of cola, 2 bottles of orange juice, 2 bottles of lemonade, 1 bottle of mineral water and 4 bottles of beer. Everything is included. The minibar is replenished daily.

What items (cot, bottle warmer, pushchair, etc.) are included in the room?

The Family Club Deluxe Suite includes:

• Special amenities for children
• Gift for children
• Bottle warmer in the room (on request)
• Cot (on request)
• Pushchair (on request)

The Family Club Deluxe Swimout Suite includes:

• Special amenities for children
• Gift for children
• Bottle warmer in the room (on request)
• Cot (on request)
• Pushchair (on request)

 Does the room include beach towels? Where do I find the towel rails?

Yes, you will find fresh towels every day at the towel points located at the pools and on the beach.

ACTIVITIES

From what age can my children join the Kids Club? Can I go to the Kids Club with my child?

Children from 4 years old to 12 years old can use the Kids Club. Parents must accompany children under 4 years of age at all times.

What activities does the Kids Club offer?

The Kids Club offers a range of activities throughout the week for children, including:

• Plasticine / Play-Doh
• Musical games
• Handicrafts
• Mini disco
• Films
• Video games
• Lottery
• Face painting
• Mexican games
• Spanish classes
• Dance classes
• Piñata
• Board games
• Foam party
• Water Polo
• Really Kids game

 Does the Family package include access to the facilities at other hotels?

If you stay at Family Club, you can use all the facilities at Grand Riviera Princess and Grand Sunset Princess, except the Platinum and Laguna Villas areas.

 What water sports are included?

Water sports are not included. You can book these activities at the water sports centre at the hotel beach.

 Where can I find the activity schedule?

You will find the latest schedule on our webapp: https://grgsf.princess-hotels.com/en/

What activities are on offer for children at Family Club? Is there a babysitting service? How much does it cost? Can I leave my children at Family Club?

We offer a variety of activities.

Yes, we offer babysitting service, with an additional charge of $350 pesos per hour per child (over 2 years old). After 11 pm the cost of a taxi for the babysitter must be covered, $350 pesos.

All nannies take regular courses in first aid and childcare for children of all ages.

 What time is the gym open?

It is open from 7 am to 7 pm.

SERVICES

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

The Wi-Fi is free of charge for all guests. It has basic coverage and the best signal is received in lobbies and rooms.

What services are offered at the spa? How and when can I book a massage? Can I book a service with my children?

You can see the spa services menu here. Please send an email to [email protected], they will send you all the information you need and help you with bookings. You can make a booking before or during your stay. Of course, we offer many options for children at the spa.

Is there a cash machine in the hotel?

Yes, there is one in every lobby, next to reception.

We are celebrating an anniversary/birthday during the stay and I would like to arrange something special for myself/my partner/my child, who do I contact?

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

 My relative has mobility problems, are there wheelchairs that we can use?

We have wheelchairs available for our guests with reduced mobility.
This service is subject to availability and can be requested directly through our Concierge team, who will handle the reservation, delivery, and return of the wheelchair.

BOOKINGS

 How do I book?  

You can book through our official website princess-hotels.com. There is a booking search engine where you can choose your hotel, dates, number of rooms and people. You will be able to see our online rates as well as our offers. If you do not find what you are looking for, we will be pleased to assist you via the following e-mail address: [email protected]

 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.

What benefits do I get as a MyPrincess member?

• 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, Hotels, Riviera Maya