Frequently Asked Questions

To assist with planning your visit to The Reef 28, please find answers to our most frequently asked questions below.

HOW CAN I GET HELP WITH AN EXISTING RESERVATION ON BOOKING.COM, TRIPADVISOR OR ANOTHER OTA?

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If you have booked with Booking, Expedia, Trip Advisor or another online travel agency it is important to contact the travel agency first to request the modification of the dates of your trip or a cancellation as the hotel cannot cancel the reservations or modify them without a notification from the company you have booked with. ( the only two companies that give the option to cancel a reservation on behalf of the hotel are Booking.com and Expedia.com. After doing this you can contact us to reservationsreef@thereefresorts.com and our Reservations team will assist you with the confirmation of your reservation once they are notified.

HOW DO I CANCEL MY BOOKING IN THIS SITUATION?

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If you wish you cancel your reservation you have to first contact the travel agency with whom you have made the reservation. If the booking was done in our website www.thereefresorts.com please email us to reservationsreef@thereefresorts.com your confirmation number and full name and we will proceed to cancel it.

WHAT IS THE CANCELLATION POLICY RELATED TO COVID-19?

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All reservations can be cancelled at no cost if the travelling date was from March to October 31’2020.

CAN I MOVE MY BOOKING TO A FUTURE DATE?

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Sure! If you booked anytime from March to June 30´2020 you can change your reservation and travel anytime up to December 23´2021, with the original booked rate and including a free  upgrade.

WILL I GET CHARGED ADDITIONALLY IF I MOVE MY RESERVATION TO A FUTURE DATE?

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No, we are not charging anything if you wish to change your travelling dates. You can travel up to December 23’ 2021.

CAN I GIVE MY RESERVATION TO SOMEONE ELSE?

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No, unfortunately this is not allowed as the person.

WHAT ARE THE CLOSEST MEDICAL CENTERS & CLINICS?

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The closest medical centers are the following ones:

  • Hopiten : Avenida Balamcanché Lote1, Playa del Carmen.
  • Costamed: México 305D MZ 285, El Pedregal, 77712 Playa del Carmen.
  • Playamed: Calle 28 Nte Mz 4, Ejidal, 77712 Playa del Carmen.

WHAT AMENITIES ARE OPEN?

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Right now all our hotels are closed and so are the amenities. Once the hotels open its doors again all bars and restaurant will be open too.

ARE YOUR RESTAURANTS AND BARS OPEN?

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No, they are not open right now but will be once the hotel opens again.

WHAT IS THE CHECK IN AND CHECK OUT TIME?

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The check in time is at 3:00 PM and check-out time is at 12:00 PM.

WHAT HAPPENS IF I WANT TO CHECK IN EARLY OR HAVE A LATE DEPARTURE?

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If you expect to arrive early in the day and would like immediate access to your room, we recommend booking the room for the prior night to guarantee immediate access. Similarly, for late departures, reserving an additional night will guarantee access to your guest room until you departy. If you choose not to reserve, we will be glad to store your bags and make our facilities available for you to freshen up.

WHAT ARE GUARANTEED RESERVATIONS AND DEPOSITS?

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At The Reef Playacar/Coco Beach/28, a guaranteed reservation assures you of a room even if you check in late (after 6:00 pm). If a room is not available, we will arrange your accommodation in another hotel at our expense, and provide transportation to and from The Reef Playacar/Coco Beach/28 as reasonable. All reservations made through the website must be guaranteed by a major credit card. Certain arrival dates and rates may require a deposit that will be debited from your credit card at the moment of the reservation.

WHICH CREDIT CARDS DO YOU ACCEPT?

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The credit cards that we work with are: American Express, Visa, MasterCard.

Note: By law, billing must be processed in pesos and the Resort is not responsible for exchange rate variations.

DO YOU HAVE SHUTTLE SERVICE INCLUDED TO AND FROM THE CANCUN AIRPORT?

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We do not have the shuttle service included. But we can gladly help you organize it. Please send us an email to guestservice2@thereefresorts.com and we will provide the necessary information.

HOW FAR ARE YOU FROM 5TH AVENUE AND HOW CAN WE GET TO IT?

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The Reef 28 is located one block away from 5th Avenue, in the middle of downtown Playa del Carmen.

IS THE HOTEL LOCATED DIRECTLY ON THE BEACH?

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The hotel is not directly on the beach, but only a one minute walk from Mamitas Beach.

The hotel provide shuttle access every hour from 9:45 am to 12:45 and from  4:20 pm to 11:00 pm  to our family orientated sister Resorts The Reef Playacar and The Reef Coco Beach, where our clients have  Premium All Inclusive access to the beach and hotel facilities

IS WI-FI INCLUDED?

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Wifi is included at our property

DO YOU HAVE A GYM ONSITE?

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We have a gym onsite where all our guests have access. The opening hours are from 6:00 a.m. until 12:00 a.m.

WHICH IS THE MAXIMUM OCCUPANCY PER ROOM?

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The maximum capacity per room is three adults. The hotel is an adults only property

WHICH ARE THE PAYMENT METHODS AVAILABLE AT THE HOTEL?

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

WHICH ARE THE WATER SPORTS THAT WE CAN DO?

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Our Reef Marina located at the beach at our two sister resorts, The Reef Playacar and The Reef Coco Beach is in charge of all the aquatic activities. It provides our guests with kayaks, paddle boards, lifejackets and goggles at no surcharge. In addition, you can go on excursions or dive with our PADI certificated divers with an extra surcharge. Catamarans are only available at Reef Playacar. For further information, please email us at mail@thereefmarina.com.

IS THIS AN ADULT ONLY HOTEL?

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As we are a small boutique style hotel with 120 rooms and a cozy and at the same time trendy ambiance.

DO YOU OFFER ROOM SERVICE?

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The hotels offers room service from 7:00 am – 11:00 am,  5:00 pm -  10:30 pm  & 11:00 pm A 6:00 am

HOW MANY RESTAURANTS AND BARS ARE AT THE HOTEL?

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The hotel offer 3 restaurants and 3 bars:

*  Two a la carte restaurants:  El Asiatico and Cachito which have a casual elegance dress code. Opening hours are 6:30 p.m. until 10:30 p.m.

* One buffet restaurant " Veinti8cho" open for breakfast. Open for lunch and diner on ocasions

* One roof top bar from 11 am to 12 am

* Lobby bar from 7 am to 11 pm

* Mi Capricho bar from 11 am - 2 am

IS THIS HOTEL KID FRIENDLY, OR IS IT ADULTS ONLY?

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The Reef 28 is adults only. The minimum age for each guest is 18 years old.