Princess Family Club Riviera Frequently Asked Questions

By | 2 August, 2022 | 9 comments

Preguntas frecuentes Riviera Maya


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!



Kids Club

Preguntas frecuentes 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 31°C.

Preguntas frecuentes 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. The furthest building is about 800 metres away. Click here to see a map of the hotel. 

Yes, there is internal transport that covers the entire hotel.

Preguntas frecuentes Does the hotel have a book swap shelf?

Yes, just ask the concierge in the main lobby.

Preguntas frecuentes 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.

Preguntas frecuentes 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 Sunset Princess. It costs $70 pesos per person, per trip.

Preguntas frecuentes 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?

We do not offer a transfer service. You can book a transfer from the airport to the hotel using the following link:

A taxi from the airport costs $630 pesos and can carry 1 to 4 people. A taxi from ADO bus station costs $240 pesos and can carry 1 to 4 people.

Preguntas frecuentes 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.

Preguntas frecuentes 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.

Preguntas frecuentes 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.

Preguntas frecuentes 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.

Preguntas frecuentes What type of sockets are used in the hotel?

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




Preguntas frecuentes 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:

Preguntas frecuentes Do you serve cocktails for children?

Yes, we serve plenty of non-alcoholic cocktails.

Preguntas frecuentes 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.

Preguntas frecuentes Are all the restaurants included?

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

Preguntas frecuentes 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.

Preguntas frecuentes 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:

Preguntas frecuentes Is room service included in the Family Club package?

Room service is available for an additional charge.

Preguntas frecuentes 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 all ages can access both the restaurant and the Beach Club when accompanied by their parents. You can book directly at the hotel reception.

Preguntas frecuentes Is there a 24-hour restaurant and bar?

The Sports Bar, which is located next to the Sunset lobby, is open from 7 am to 2 am. It is 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 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] Our concierge team will get back to you and forward the information to our food and drinks department.

Preguntas frecuentes 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.




Preguntas frecuentes 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.

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

All rooms come with shampoo, conditioner, bathrobes for parents and children, combs, slippers and bath toys for babies. If you need more, you can order by dialling 0. Yes, there is a hairdryer in every room.

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

We cannot guarantee special requests as they are always subject to availability. Please send your booking information and special request to recepció[email protected] We will do everything we can to make sure you have an amazing holiday.

Preguntas frecuentes 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.

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

Yes, you will find it inside the wardrobe.

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

Items in the minibar are included. Each minibar contains 4 bottles of water, 1 Pepsi, 1 Diet Pepsi. 1 Mirinda, 1 Seven-Up, 1 mineral water and 4 beers. Everything is included. The minibar is replenished every day.

Preguntas frecuentes 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)
  • iPod docking station

Preguntas frecuentes 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.



Games room

Preguntas frecuentes 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.

Preguntas frecuentes 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
  • Vegetable garden
  • Face painting
  • Mexican games
  • Spanish classes
  • Dance classes
  • Piñata
  • Board games
  • Yoga for children
  • Tennis lessons
  • Zumba for children
  • Pyjama party

Preguntas frecuentes 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.

Preguntas frecuentes What water sports are included?

All non-motorised activities: catamaran, paddle board, canoe and snorkelling. You can book any of these activities and more at the water sports centre at the hotel beach.

Preguntas frecuentes Where can I find the activity schedule?

You will find the latest schedule on our webapp:

Preguntas frecuentes 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 services at an additional charge of $300 pesos ($15 dollars) per hour per child. After 11 pm, you have to cover the cost of a taxi for the babysitter, $300 pesos ($15 dollars).  All babysitters take regular courses in childcare for children of all ages and first aid.

Preguntas frecuentes What time is the gym open?

It is open from 7 am to 7 pm.




Preguntas frecuentes 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.

Preguntas frecuentes 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.

Preguntas frecuentes Is there a cash machine in the hotel?

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

Preguntas frecuentes 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.

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

Wheelchairs are available for guests with mobility problems for a deposit of 50 USD. We also recommend renting a scooter for greater convenience. If you would like to rent a scooter, please contact the concierge, who will take care of the booking process for you.




Preguntas frecuentes How do I book?  

You can book through our official website 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].

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 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


  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

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