RESORT FAQ'S

Your all-inclusive package includes all drinks and meals. On-site entertainment, fitness facilities, non-motorized aquatic sports (kayak tours), daily outdoor and indoor activities, in-suite minibar, free wifi, and kids/teens recreational areas are included as well. Tastings, and multiple social activities are also part of the all-inclusive package. Please visit our activities page for more information.

The following services are not included in your all-inclusive package, except as otherwise provided:

• Spa & beauty services

• Third party on-site boutique stores

• Off-site tours and excursions

• Airport transfers, taxis, local shuttle services, car rentals

• National and international telephone calls

• Certain specialty wines and spirits

• Laundry and dry-cleaning services

• Nanny services

• Double Deck beach cabanas

• Access to the resorts wine cellars

• Lobster and specialty private dinners

• Premium meat cuts

No, the only rates we offer are all-inclusive.

Your all-inclusive plan includes meals, drinks, entertainment, and many fun activities . However, we recommend bringing extra cash for off-site expenses, spa services, tours, and transfers. The resort will provide US Dollar to Mexican Peso exchange services subject to availability. Cash payments are accepted in CAN/US Dollars, and Mexican Pesos.

Yes, however room upgrades are subject to availability. Additional fees may apply except for World of Hyatt members, including: Discoverist, Explorist, and Globalist members. For more details, visit https://world.hyatt.com/

Smoking, including electronic cigarettes, is prohibited throughout most of the resort, including common areas, dining venues, bars, suites, suite decks, and balconies. We do, however, offer designated smoking areas. A cleaning fee may be incurred for smoking in smoke-free areas.

No, we do not offer pre-arrival check-in.

Yes. A pre-authorized HOLD may be applied. Please consult with our Front Desk staff for specific details.

A medical doctor is available on-site from 8:00am to 8:00pm, at additional cost. Certified lifeguards are available in pool and beach areas, first aid is provided on a 24 hour basis for emergency situations. We hold the highest level of safety industry standards, however the resort will hold a limited liability for emergency situations incurred by guests.

Pets are not allowed.

All tips and gratuities are included in your all-inclusive package. Additional gratuities are most welcome by our staff should services exceed your expectations.

In-Room Safes are included in all suite categories. Our resort is not liable for unnattended items left in public areas.

All of our suites are equipped with standard North American sockets (Type A, sometimes Type B). If traveling with European, Asian or non North American appliences/devices, we recommend bringing an adaptor. Please note that our rooms do not offer 220V sockets.

Visa, Master Card, and American Express, only.

Yes, we have two ATMs on-site, one of which is located in the main lobby. One ATM dispenses Mexican Pesos (MXN), the other dispenses U.S. Dollars (USD).

We recommend not to drink faucet/tap water, the resort will provide filtered and bottled water at all time. Water and ice cubes served at all resort venues are always filtered and safe to drink.

18 years of age.

Yes. Please contact resort for further details, hurricane policies are liable to change.

Yes, babysitting service is available with a prior request, at additional cost. For additional information, availability and costs please contact: canif-ayr@hyatt.com .