We answer all your Frequently Asked Questions of the Family Club Princess Hotel

By | 28 September, 2018 | 9 comments



Below you will find a compilation with the most frequently asked questions of the Family Club Princess Hotel. These are questions that our guests often repeat and you will surely find the solution to your question. If you do not find your answer, do not hesitate to write us a comment and we will happily respond!




Preguntas frecuentes How is the weather in Playa del Carmen?

Playa del Carmen has  a tropical climate with high temperatures and moderate rainfall throughout the year. There are wet and dry seasons. The highest temperatures occur during the wet summer.

The dry season, from November to May has low levels of rain. In tropical places, heavy rainstorms can never be discarded, but in the dry season they are decidedly rarer and lighter. The highest average temperature is below 30 ° C from November to February, then rises around 31 ° C.

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

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

Preguntas frecuentes Are there book exchange shelves in this hotel?

Yes, you can ask the concierge in the main lobby.

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

That’s right, you can exchange money at the reception. We exchange Canadian Dollars, American Dollars, Euros and Pounds Sterling. The exchange rate changes daily.

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

Yes, we offer transportation service to the center of Playa. Every day at 9 am, 12 pm and 3 pm, it departs from the Sunset Lobby. The price is $ 50 pesos per person per trip.

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

We do not offer the transport service. You can organize it with your travel agency or there are several transport companies, such as Hotelbeds – check out Activities and Transfers -, Best Day travel, Supershuttels, Yellow Transfers, Amstar … with which you can book.

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

Preguntas frecuentes Do you provide beach and pool towels?

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

Preguntas frecuentes Does the Family Club package include access to the other hotels’ facilities?

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

Preguntas frecuentes Should we tip in pesos or dollars?

Tips are included in the all-inclusive package. It is not necessary to give them. In case our collaborators offer you an extraordinary service and you want to give them a tip, the preference is in dollars, but they are happy with any type of currency.

Preguntas frecuentes Where can I book excursions and tours?

You can do it on your arrival with the representative of your Travel Agency, or you can reserve them online. We recommend Best Day Travel.

Preguntas frecuentes What kind of plugs are there in the hotel?

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




Preguntas frecuentes What a la carte restaurants do I have the right to?

As a guest of the Hotel Family Club, you have the right to the 7 a la carte restaurants, as well as the buffets and snacks on the Sunset and Riviera side and the exclusive theme buffet for the Family Club:

  • Pirate Buffet
  • Sunset Buffet
  • Riviera Buffet
  • Sunset Snack
  • Riviera Snack
  • Mamma Mia (Italian Food)
  • La Vaquería (Grill)
  • La Fleur (International)
  • The Hacienda (Mexican food)
  • Miso (Teppanyaki – Sushi – Oriental)
  • The Fondue (Swiss Food)
  • The Waves (Seafood)
  • Ice cream shop

Preguntas frecuentes Do you serve cocktails for children?

That’s right, we have many non-alcoholic cocktail options.

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

Of course. We are a eco-friendly  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 the restaurants included?

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

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

Men can wear long pants or shorts, while they should avoid swimsuits. Dressing shirts, shirts or polo with sleeves and shoes of any kind, as long as they are not flip flops. For women the dress code is elegant and casual.

Preguntas frecuentes How can I make restaurant reservations for dinner? Can I book before my stay? Where can I see the menus of the restaurants?

You can make your reservations upon arrival with the Family Club concierge. Booking in advance is an exclusive benefit for Platinum and Laguna Villas guests.

Preguntas frecuentes Room service is included in the Family Club package?

Room service has an additional charge.

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

Yes, children of any age have access to both the restaurant and the Beach Club with their parents. You can make your reservation by sending an email to [email protected]

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

Yes, the Sports Bar, next to the Sunset lobby. Included for all guests.

Preguntas frecuentes Someone in my group has an allergy to a certain food or needs special care, who can I contact to make sure I have different food options and will be served in the restaurants?

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

Preguntas frecuentes Does the ice cream shop have any extra cost?

The ice cream shop is included in the package, so you can feel free to go for a dessert from 9:00 am to 10:00 pm.



Preguntas frecuentes What kind of beds are there in the room?

There are two types of beds inside the rooms:

  1. a) King Size Bed + Bunk Bed
  2. b) Two double beds + Sofa Bed.

Preguntas frecuentes What bathroom amenities are there in the rooms? Is there a hair dryer in the rooms?

All rooms are equipped with shampoo, conditioner, bathrobes for parents and children, combs, slippers and bath toys for babies. If you need more you can ask for it by dialing 0. Yes, there is a hair dryer in each room.

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

We do not guarantee these types of requests because they are always subject to availability. Please send your reservation information and requests to recepció[email protected] We will do everything possible to have the best vacations.

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

In the Family Club section this type of room is equipped with all security measures on the balcony for children of all ages. The only way to lock the door is inside.

Preguntas frecuentes Is there iron and ironing board in the rooms?

Yes, you can find it inside the closet.

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

It’s included. Each minibar is equipped with 4 bottles of water (1 liter), 2 Coca-Cola, 2 Coca-Cola light, 2 fanta, 2 sprite, 2 mineral water, 1 orange juice, 1 peach juice, 2 chocolate hershey, 2 Snickers and 4 beers. Everything is included. It is replenished every day.

Preguntas frecuentes What items (crib, bottle warmer, stroller) does the room include?

The Family Club Deluxe Suite includes:

  • Special amenities for children
  • Gift for children
  • Bottle warmer in the room (On request)
  • Crib (On request)
  • Stroller (On request)

The Family Club Deluxe Swimout Suite includes:

  • Special amenities for children
  • Gift for children
  • Bottle warmer in the room (On request)
  • Crib (On request)
  • Stroller (On request)
  • IPod station

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

Yes, you can find clean towels every day at the towel spots located at the pools and on the beach.




Preguntas frecuentes How old can my children go to the Kids Club? Can I enter the Kids Club with my child?

Children can use the Kids Club from 4 years up to 12 years old. For children under 4 years of age, there are family hours where families are allowed to use the facilities during the following hours:

13: 00 hrs – 14:30 hrs

18:00 hrs – 19:30 hrs

Preguntas frecuentes What are the activities offered by the Kids Club?

The Kids Club has a host of activities throughout the week for children. To mention a few:

  • Plasticine / Play doh
  • Musical games
  • Crafts
  • Mini Disco
  • Films
  • Video game
  • Lottery
  • Vegetable garden
  • Paint Caritas
  • Mexican games
  • Spanish classes
  • Dance classes
  • Piñata
  • Table games
  • Yoga for children
  • Tennis lessons
  • Zumba for children
  • Slumber party

Preguntas frecuentes Does the Family package include access to the facilities of other hotels?

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

Preguntas frecuentes What water sports are included?

All non-motorized: catamaran, paddle board, canoe and snorkel. You can book all these activities and more at the water activities center at the Hotel Beach.

Preguntas frecuentes Where can I find the activity plan?

You can find it updated every Monday on our Facebook pages. See Facebook Family Club Princess.

Preguntas frecuentes What activities are carried out in the Club for children? Do you offer babysitting service, how much does it cost? Can I leave my children in the Family Club?

Yes, we offer babysitting service, with an additional charge of $ 250 Mexican pesos per hour per child. All babysitters take courses periodically about the care of children of all ages and first aid. Only children 4 years old or older can stay in charge of the Family Club team, if they are younger they should always be accompanied by an adult relative.

Preguntas frecuentes What time is the gym open?

It is open from 7 am to 7 pm.



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

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

Preguntas frecuentes What are the services offered by the Spa? How and when can I book a massage? Can I book a service with my children?

Here you can see the Services Menu. Please send an email to [email protected], they will send you all the information you need and they will help you with reservations. You can make your reservation before or during your stay. Of course, we have many options for children in the spa.

Preguntas frecuentes Is there a teller in the hotel?

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

Preguntas frecuentes I celebrate my anniversary, 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 the details of your trip and all the information to [email protected] Our concierge team will surprise you and make the celebration even more special.

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

We have wheelchairs for our guests with mobility problems. You can make use of it, paying a deposit of 50usd. We also recommend renting a scooter for comfort. To do this, you must approach the concierge, who will be responsible for making the reservation process.



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. Karla Rodea says:

    Hola que horario tiene el restaurante el pirata?

  2. Karla Rodea says:

    Hola que horario tiene el restaurante el pirata? Y que día de la semana es la cena temática caribeña y internacional oriental

    • ¡Muchas gracias por tu comentario Karla!
      El área Princess Family Club Riviera tiene prevista su apertura en Julio.
      Te comparto los horarios que teníamos del Buffet Family Pirata, en sus 3 servicios:
      – Desayuno: 7 – 10:30h.
      – Comida: 12:30 – 15h.
      – Cena: 18:30 – 22h.
      Para información más detallada sobre el día de la semana de la cena temática caribeña e internacional oriental puedes escribir directamente al hotel al siguiente email: [email protected]
      Un saludo

  3. Jessica Juárez says:

    ¿Tienen la opción de pagos a MSI si reservo directo en su página? De ser así, ¿qué bancos participan?

  4. Gabriela Garcia says:

    Hola tengo una reservación para el hotel ya pagado pero a última hora irá otra persona se puede agregar a la habitación y cuál sería el cobro y con quien me tengo que comunicar

    • Gracias por la confianza en Princess Hotels Gabriela,

      Debes enviar un correo electrónico a [email protected] detallando el hotel, fechas y número de reserva para que puedan gestionar los cambios que solicitas.

      ¡Un saludo y disfrutad de vuestras vacaciones!

  5. Héctor Gonzalez says:

    Tarifa de transporte desde el hotel al arepuerto y viceversa

    • Hola Héctor,

      ¡Muchas gracias por tu mensaje! No disponemos de transporte propio desde el hotel al aeropuerto y viceversa. El taxi desde el aeropuerto cuesta $630 pesos de 1 a 4 personas.

      Un saludo y hasta pronto

Leave a Comment

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