Frequently Asked Questions

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Answers to Our Most Asked Questions

Do you have shuttle service included from and to the Cancun airport?

We do not have airport transportation included but we can gladly help you organize it. Please send us an email to and we will provide the necessary information.

How far are you from 5th Avenue and how can we get to it?

The Reef Coco Beach is located 3 blocks away from 5th Avenue, downtown Playa del Carmen. You can walk from the hotel or get there by car.

Is WIFI included?

If you book directly with us on our official website you will have the wifi included in any of our Packages that you purchase. This promotion is only available for direct bookings. If you do not book directly with us the wifi will cost 7 USD by purchasing it for your entire stay. If you decide to purchase it for fewer days it will cost 15 USD per day. The wifi password provided by the hotel can be used for 3 different devices and they cannot be changed. The Premium Package has the wifi included at no surcharge.

How can I up-grade the Package I purchased?

For your own comfort we have different Packages that can make you feel more comfortable at our resort such as: Superior or Premium Package. You can purchase them at the moment of your check in or through an email to

Do you offer daily activities and nightly entertainment?

Our entertainment team is daily at our resort doing different kind of activities for adults and kids. We have a Kids’ Club on site where you can leave your kids and they can have fun. During night time we have a different show going on in our hotel every night at 8:00 pm and they last 45 minutes approximately.

Our Kids Club is for kids from 4 to 12 years old. Kids under 4 years old have to be accompanied by an adult. Opening hours: 10:00 am until 1:00 pm; 3:00 pm until 5:00 pm

Do you have a gym on site?

We have a gym on site where all our guests have access to it. The opening hours are from 8:00 am until 8:00 pm.

Which is the maximum occupancy per room?

The maximum capacity per room is 3 adults and 1 kid or 2 adults and 2 kids. We consider kids from 4-12 years old. Kids under 3 eat and stay for free.

Which are the payment methods available at the hotel?

The payment methods available at the hotel are cash (American dollars and Canadians, Euros and Mexican pesos) and Credit or Debit Card American Express, Visa or Master Card.

Which are the water sports that we can do on site?

Our Reef Marina located at the beach is in charge of all the aquatic activities. They provide our guests with kayaks, paddle boards, lifejackets and goggles at no surcharge. Besides this you can go on excursions or dive with our PADI certificated divers with an extra surcharge. For further information please email us to mail@thereefmarina.com

Is this a family friendly hotel?

As we are a small boutique style hotel with 196 rooms the ambiance is very cozy. Thanks to this the service offered is personalized and active. It is because of this that our guests vary from families with kids to couples on their honeymoon or anniversaries.

Do you have a night club on site?

We do not have any night club on site. You can easily get to 12th street, downtown Playa del Carmen that is the place where all the night clubs and bars are located.

Do you offer room service?

We do not have room service.

How many restaurants and bars are at the hotel?

Our hotel has 3 a la carte restaurants: Italian ‘Rosinella’, Mexican ‘Sabor Latino’ and Japanese ‘Samurai’ which have casual elegance dress code. Opening hours: 6:30 pm until 22:00 pm. These two restaurants are included on the Superior and Premium Package at no surcharge. The Mexican Restaurant will have an extra charge of 6 USD per person on the Standard Package.

We have 5 bars on site distributed in different parts of the hotel. Besides this we have our Miramar buffet and our snack bar.

If I am staying at The Reef Coco Beach, can I come visit The Reef Playacar?

If you would like to visit our sister property you can do it at no surcharge but having purchased the Premium Package. The transportation for and to the hotel is not included.