- The Reef Resorts
The Reef 28
- Flexible Cancellation Policies
- No deposit is required
- Best Rate Guarantee
- High Speed WiFi
- Pay Upon Arrival
- Bottle Of Wine Upon Arrival
Frequently Asked Questions
Discover everything you need to plan an exceptional adults-only stay at The Reef 28. Explore helpful details about suites, all-inclusive experiences, dining, spa services, transportation, and resort amenities before you arrive.
The Reef 28 offers different stay options, including breakfast plans and All-Inclusive packages. Inclusions and benefits depend on the selected plan, rate, and promotion at the time of booking.
To reach the hotel staff, please find the details for each department below:
Reception
Email: guestservice2@thereefresorts.com
Phone: +52 984 206 5150
Reservation
Email: reservationsreef@thereefresorts.com
Phone: +52 984 206 5150
Toll-Free USA & Canada: +1 877 252 9450
WhatsApp: +52 984 806 4939
Concierge
Email: socialmedia1@thereefresorts.com
Phone: +52 984 206 5150
WhatsApp: +52 984 806 4939
Events
Email: groups@thereefresorts.com
Spa
Email: gerente.spa@thereefresorts.com
Yes. The Reef 28 is located a short walk from the beach in central Playa del Carmen. All-inclusive guests can also enjoy beach areas and services at The Reef Coco Beach and The Reef Playacar.
Yes. Okom Spa is The Reef 28's wellness center and offers massages, facials, body treatments, and relaxation experiences for adults.
To access The Reef 28 rooftop it is required to spend at least the amount of MXN 500 per person from Monday to Thursday or MXN 700 per person from Friday to Sunday on our rooftop bar and snack bar.
Our opening hours of the Roof 28 are from 11:00 to 23:00. Previous reservations is not necessary.
Yes. Guests staying at The Reef 28 who book an All-Inclusive package directly through the official website can access facilities and services at The Reef Coco Beach and The Reef Playacar. This benefit allows guests to enjoy additional beachfront experiences and may include transportation between the resorts, subject to availability and the current booking terms.
We are able to offer you various special offers.
To have a look at our special offers, click here .
It may be possible to upgrade to an All-Inclusive plan by paying the applicable difference, subject to availability and current terms. Check available options with the hotel before arrival or at check-in.
Yes. Private airport transportation can be booked for an additional charge. Some direct All-Inclusive bookings may also include transfer benefits depending on the current promotion terms.
Contact transfertravelshop@thereefresorts.com to request transportation to and from the Cancún Airport (CUN)
You can reach The Reef 28 by private transfer, taxi, intercity bus, or other transportation options available in the destination. For a smoother arrival, check the transportation options recommended by the hotel before traveling.
If you prefer a private transfer please contact transfertravelshop@thereefresorts.com to request transportation to and from the Cancún Airport (CUN)
Hydrotherapy circuit access depends on the booked package or promotion. All-inclusive reservations made directly on our website include one complimentary visit to the hydrotherapy circuit per stay.
Yes. The Roof 28 is an adults-only space with pool and hot tub areas, food and drinks, and panoramic views of Playa del Carmen and the Caribbean.
Yes. The hotel team can help arrange local transportation during your stay. Fares depend on the destination and transportation provider.
To enjoy a day in our hotel with everything included it you don't need to book in advanced. Please visit us the day you wish and pay upon arrival.
You can relax at our luxurious Okom Spa, work out at our exclusive guest gym, or enjoy an unforgettable experience at our rooftop pools and hot tubs or at one of our restaurants. If you book one of our all-inclusive packages, you’ll be able to visit one of our sister hotels right on the beach (The Reef Playacar or The Reef Coco Beach) and enjoy their facilities as well as the restaurants and bars they offer. Or, if you prefer, you can explore Fifth Avenue and the surrounding area or enjoy the public beaches and experience life like a local.
During New Years' Eve we have activities taking place besides nightly special shows and a unique dinner on the 31st.
Sign up for our newsletter to stay up to date on everything we have in store for you during the Christmas and New Year's celebrations
Yes. The Reef 28 can help coordinate special requests for birthdays, anniversaries, proposals, and other celebrations. Available options, costs, and advance-notice requirements depend on the request and should be confirmed directly with the hotel.
If you booked directly with The Reef 28, use the reservation-management options in your confirmation email or contact the hotel. Reservations made through a travel agency or OTA must be modified directly with that provider.
The Reef 28 offers several dining experiences, including Cachito, Veinti8cho, Italiano, Asiático, and Rooftop 28. The culinary offering includes Mexican, Italian, Asian, and international cuisine.
Visit our dining section to see all the details about our restaurants
Yes. The Reef 28 offers several bar options throughout the hotel and at Rooftop 28. Check our dining page for current concepts and opening hours.
Yes. Direct bookings may include a best-rate guarantee, subject to the current terms and conditions. If you find a lower comparable public rate, check The Reef 28's published claim procedure and deadline.
We guarantee the best price for direct bookings. If you find a lower rate elsewhere, we’ll match it.
Additionally, you'll enjoy all the benefits of booking directly.
To qualify for a price match, the rate must:
• Apply to the same accommodation
• Have the same cancellation policy
• Be a public rate that is viewable and bookable by anyone
Direct bookings generate a confirmation email. Check your spam folder if you haven't received it, if you can't find it, please contact us.
If you booked through a travel agency or OTA, confirm the reservation directly with that provider.
Cancellation terms depend on the rate, promotion, and travel dates booked. If you booked directly, use the reservation-management options included in your confirmation email. If you booked through a travel agency or OTA, the cancellation must be handled with that provider.
Booking directly on The Reef 28 official website gives guests access to exclusive benefits that may include a best-rate guarantee, flexible cancellation options, and special advantages for selected All-Inclusive packages. Current benefits depend on the booking dates and terms.
Yes. The Reef 28 front desk is available 24 hours a day, seven days a week.
We are happy to work with travel agents. Feel free to visit our Travel agent page or contact mexico@thereefresorts.com for more information
There is no minimum stay at our property
There is no maximum length of stay
The Reef 28 may offer early-booking promotions for selected travel dates. Check the offers section and booking engine for current promotions.
Depending on the rate you select, payment will either be upon reservation or check-in.
Credit Card is not mandatory during the reservation request.
At check-in, you will need a valid credit or debit card and an ID.
If you’re having trouble making your reservation contact us and we’ll assist you.
We accept the following payment methods:
• Visa
• MasterCard
• American Express
All means of payment not listed above are considered unacceptable.
• You need a valid credit or debit card as a guarantee to book your stay online. If you do not have a credit or a debit card, please get in touch with us.
• We do not require a security deposit.
• We do not accept installment payments.
• We do not accept payments made for someone else.
You are welcome to check in anytime after 15:00.
We can offer you an early check-in from 11:00 for 60 USD per room
Guests who arrive early can use our facilities free of charge before check-in.
All reservations with a valid email address will receive a link to check in prior to arrival at the hotel.
Regular check-out is until 12:00.
It is possible to request a late check-out, up to 16:00, subject to availability. The price is $60 USD per room.
Guests can use our facilities free of charge even after check-out.
Yes. The Reef 28 offers luggage storage for hotel guests for free before check-in and after check-out.
The front desk is open 24/7
Continental Breakfast is served from 6:30 am to 7:00 am.
Breakfast Buffet is served daily from 7:00 am to 11:00 am.
The breakfast is served in the restaurant Veinti8cho.
We cannot serve breakfast in room.
As a guest of The Reef 28, breakfast buffet is included with your reservation.
Non-guests can enjoy the breakfast buffet for $450 MXN
You don't need to make a reservation to have breakfast at the Veinti8cho restaurant. But if necessary, make a reservation with your guest service representative or hostess for lunch and dinner
Continental Breakfast is served from 6:300 am to 7:00 am, and
Breakfast buffet from 7:00 am until 11:00 am with the following options:
- Breads & cakes: bagels, baguette, muffins, pancakes, pastries.
- Eggs: boiled eggs, fried eggs, omelettes.
- Cereals: cereals, granola.
- Fruits & vegetables: baked beans, fresh fruits, salad.
- Dairy: butter, cheese, whole milk, yogurts.
- Meat & fish: bacon, sausages.
- Drinks: coffee, fruit juice, hot chocolate.
- Others: jams.
External people who are not staying at The Reef 28 can also enjoy the breakfast buffet for just $450 MXN
Breakfast is not refundable
We are able to accommodate the following dietary requirements for breakfast.
Available at all times:
Almond-free, dairy-free and egg-free.
Available upon request (let us know at check-in):
Vegan, gluten-free, nut-free, organic, peanut-free, seafood-free, sesame-free, soy-free and vegetarian.
Not available on our menu:
Mehadrin Kosher, halal, hypoallergenic, kosher and low carb.
We have a free and secure parking lot.
(Max vehicle height accepted: 300 CM).
Our parking spots are limited and are subject to availability.
It is not possible to book them in advance.
We offer a free valet parking service.
Electric cars:
Unfortunately we do not have an electric vehicle charging station.
The closest electric vehicle charging station is located at:
• Tesla Destination Charger, 5 Av. Nte., Gonzalo Guerrero, 77710 Playa del Carmen, Q.R., México
Bike parking:
We have a bike parking area.
We do not have Marina, the closest one is Grand Marina at 24km away
How to reach --> here
We don't provide room service.
Wifi is available at the property.
• Standard wifi: Free.
• There is no high-speed internet available.
• Allowed for an unlimited number of devices.
• The network is secured.
• Pool area included.
• Beach area not included.
• There is no ethernet connection.
• Both 4G and 5G networks are also available.
• Complementary smartphones are not available.
Wi-Fi access is complimentary for all our guests. The password will be provided by our front desk staff upon check-in.
To make a special request reservation, please send an email to: guestservice2@thereefresorts.com with the following information:
• Desired date
• Special request (please explain in few words your requirements)
• Reservation or accommodation number
• Email address
• Phone number
Our property is adults only. We do not accept guests under the age of 18.
We are able to provide you with a first aid kit, please contact the front desk for details.
For professional medical attention.
Emergency contacts:
• Medical emergency: +52 984 873 1233
• Paediatrician: +52 984 873 1233
• Dental emergencies: +52 984 873 1233
• Burn center: +52 984 873 1233
• Vaccination center: +52 984 873 1233
• Poison center: +52 984 873 1233
• Police: +52 984 877 3340
National emergency numbers:
• Police: 911
• Fire: 911
• Ambulance: 911
Closest medical center:
Name: Hospital Costa Med
Phone: +52 984 803 7777
Book an appointment: Online here
Address: Hospital COSTAMED Playa del Carmen, Ejidal, 77712 Playa del Carmen, Q.R., México
directions here
Closest pharmacy:
Name: Farmacia Yza
Phone: +52 984 879 3684
Address: 10 Avenida Nte. 244-interior 7 y 8, Gonzalo Guerrero, 77710 Playa del Carmen, Q.R., México
directions here
Closest pharmacy 24/7:
Name: Farmacia Yza
Phone: +52 984 879 3684
Address: 10 Avenida Nte. 244-interior 7 y 8, Gonzalo Guerrero, 77710 Playa del Carmen, Q.R., México
directions here
Closest hospital:
Name: Hospital Costamed
Phone: +52 984 803 7777
Book an appointment: Online here
Address: Hospital COSTAMED Playa del Carmen, Ejidal, 77712 Playa del Carmen, Q.R., México
directions here
Find a specialist:
Locate a doctor via:
• Web App: Link
• Apple Store: Link
• Play Store: Link
Concierge Available: 24/7.
Please send us an email at guestservice2@thereefresorts.com with the following info:
- The item you left in the hotel
and your:
- Accommodation number
- Departure date
- Home address
- Phone number
- E-mail address
The closest ATM and currency exchange office are located at:
• CI Banco
CI Banco, Centro, 77710 Playa del Carmen, Q.R., México
Walking - 25 mn -
Directions
• CI Banco
CIBanco Plaza Tendenza, Centro, 77710 Playa del Carmen, Q.R., México
Walking - 10 mn -
Directions
We do accept deliveries up to 10 KG. Make sure to have your parcel delivered at this address:
1 Avenida Nte, Calle 28 Nte. &, Gonzalo Guerrero, 77720 Playa del Carmen, Q.R., Mexico
To request an invoice, please send an email to: socialmedia1@thereefresorts.com with the following information:
• Reservation or accommodation number (if you have one)
• Email address
• Phone number
Online accommodation rates are displayed in MXN, USD, EUR.
To change currency, enter our reservation tool and look for the currency selector (usually on the top right area of the page).
At the property, we accept payments in USD, MXN.
Invoices are available in MXN.
Here are some approximate taxi fares and time ranges
• Cancun Airport (CUN) 90 USD, 50mn.
• Juarez Avenue (downtown) 6 USD, 10mn.
• Coco Bongo, Walmart, Quinta Alegria 8 USD, 15mn.
• The Reef Coco Beach 9 USD, 20mn.
• Inside Playacar area 5 USD, 10mn.
• Plaza las americas 10 USD, 25mn.
• Tulum ruins 45 USD, 50mn.
• Puerto Morelos downtown 35 USD, 40mn.
• Puerto Juarez (Ferry to Isla Mujeres) 60 USD, 70mn.
• Xel Ha Park Quintana Roo 190 USD, 46mn.
To reserve a taxi, please send an email to: reservationsreef@thereefresorts.com with the following information:
• Phone number
• Email address
• Date
• Destination
• Pick-up address
To see our flight + hotel packages
1- Go to our website: click here
2- Click on "Book now" on the top right hand-corner
3- Select Hotel+Air and input your travel details (date, hotel…)
We are sorry, we do not have any coworking spaces.
During the week we have different djs' playing at our rooftop
Click here for more details.
We have 120 rooms.
(Room types for maximum 2 pax)
Deluxe Junior Suite 2 Queens: 102 rooms
• Surface: 50 to 50 m²
• Max occupancy per room: 4 adults and 0 children
• Composition: , 1 bathroom with WC
• Equipment: 1 king size bed , TV
In room smoking is not allowed
Deluxe Junior Suite King Bed: 102 rooms
• Surface: 50 to 50 m²
• Max occupancy per room: 4 adults and 0 children
• Composition: , 1 bathroom with WC
• Equipment: 1 king size bed or 2 queen size beds , TV
In room smoking is not allowed
Deluxe Junior Suite Partial Ocean View: 16 rooms
• Surface: 50 to 50 m²
• Max occupancy per room: 4 adults and 0 children
• Composition: , 1 bathroom with WC
• Equipment: TV
In room smoking is not allowed
Luxurious Master Suite: 16 rooms
• Surface: 110 to 110 m²
• Max occupancy per room: 4 adults and 0 children
• Composition: , 1 living-room, 1 bathroom with WC
• Equipment: TV
In room smoking is not allowed
Luxurious Master Suite Partial Ocean Vie: 16 rooms
• Surface: 110 to 110 m²
• Max occupancy per room: 4 adults and 0 children
• Composition: , 1 living-room, 1 bathroom with WC
• Equipment: TV
In room smoking is not allowed
Some Master Suites are adjoining a Junior Suite. If you wish you have adjoining rooms please request this to guestservice2@thereefresorts.com and we'll do our utmost depending on hotel availability.
We are family friendly.
Family rooms for 3 people or more:
• Deluxe Junior Suite 2 Queens Max 4 adults
• Deluxe Junior Suite King Bed Max 4 adults
• Deluxe Junior Suite Partial Ocean View Max 4 adults
• Luxurious Master Suite Max 4 adults
• Luxurious Master Suite Partial Ocean Vie Max 4 adults
For larger families, it is possible to book several rooms.
• Smoking is not permitted anywhere at the hotel; this includes tobacco products, e-cigarettes, cigar, shisha and any other items that produce smoke or vapor
• Smoking is permitted outside - in front of the property
• Rooms are not equipped with smoke detectors
All of our bathrooms are equipped with:
Hair dryer, towels, bathrobe, soap, shower gel, shampoo, hair conditioner, cotton swabs, bidet and pool towels
Upon request:
• For free:
Hairbrush
Not available:
Bedroom slippers, toothbrush, toothpaste, shower cap, magnifying mirror and beach towels
Deluxe Junior Suite 2 Queens have a shower and jacuzzi.
Deluxe Junior Suite King Bed have a shower.
Bed guards for children are not available.
We are sorry, for safety reasons we cannot add extra beds.
Most of our rooms have two double beds. If you would like to request them in advanced please do so to guestservice2@thereefresorts.com
Our rooms are not equipped with a kitchen area.
Available in the room: Iron & ironing board.
Not available: Clothes steamer.
To ensure maximum security for your personal belongings, you will find a safe in each room, the service is free of charge.
Electrical setting: 110-127V
Electric plug socket types available:
• A: Canada, Central America, Japan, USA
• B: Canada, Central America, Japan, USA
Digital plug in room:
• USB: Yes
• USB C: No
• Electric adapters: not available
• Phone charger: not available
See our welcome tray options below:
Lobby:
• For Free: Nespresso, Espresso machine, Coffee machine, Nescafé, Coffee pods, Instant coffee, Kettle, Tea bags
All accommodations:
• For Free: Coffee machine, Instant coffee
• Not available: Mineral water
• Welcome tray refill: daily
Deluxe Junior Suite 2 Queens, Deluxe Junior Suite King Bed, Deluxe Junior Suite Partial Ocean View and Luxurious Master Suite Partial Ocean Vie:
Minibar
• Temperature: 15°C/59°F, Capacity 10 L
• Refill: Once per stay
Available for free
• Soft drinks
• Champagne
Luxurious Master Suite:
Minibar
• Available for free
• Temperature: 15°C/59°F, Capacity 10 L
• Freezer: Yes
• Refill: Daily
Available for free
• Soft drinks
• Champagne
Balcony not available.
All rooms are street view as we are located downtown Playa del Carmen. Unfortunately we don't offer any sea view room.
All our accommodations are equipped with a TV set.
Programs available in: English and Spanish.
Streaming services: Netflix.
Connectivity: HDMI.
To view photos of the establishment, please click on this LINK.
For information about our job offer, send an email to jefepersonal@thereefresorts.com
If you would like to do your internship with us, please send an email to jquinones@thereefresorts.com
Our team speaks English and Spanish.
Pets are not accepted at the hotel (even certified emotional support animals and service/ assistance animals cannot be accepted)
We care about the environment, that's why we have recycling programs for solid waste, oil management and in addition we have technologies that reduce energy consumption within our Resorts.
I don't have information about the hotel's map/layout or floor plans.
For more information, please contact our marketing department: socialmedia@thereefresorts.com
Tipping policy
• Service tax is not included.
• Tipping is customary.
• Tipping is optional.
• Suggested tipping: 10%
• Tips are in cash only.
To make the reservation it is NOT necessary to add the ID number.
At check-in, it is mandatory to present the INE/passport/visa.
The passport/visa must be valid for the entire stay in Mexico.
For more information about passport/visa you can access Migración México.
For official government info, click HERE.
In case you need a visa, the confirmation email sent at the time of booking is the document to be used to prove your reservation.
Married and unmarried couples and partnerships are welcome to share a room.
Our property ensures that everyone is made to feel welcome regardless of marital status and LGBTQA+ inclusive.
If a non-guest would like to enter the hotel there's a fee that needs to be paid. If the person will stay in a room, our reception staff will provide the rate. To access the rooftop, there's also a cost of MXN 500 from Monday to Thursday and MXN 700 from Friday to Sunday, per person.
• Lobby Bar 28:
We are sorry, but we do not take reservations.
Available for free:
• Bathroom towels
changed every day
• Pool towels
• Beach towels
• Spa towels
• Gym towels
• Okom Spa
No time limit
Open all year
Open every day
There are no specified spa times for guests, no women-only hours and no children hours.
Take a look at our racket sports activities:
Table tennis
• Rackets: available
Yoga classes take place everyday at 9 am in our rooftop area. This is included for guests with the all inclusive plan. For non-guests, you can pay $20 USD per class or $44 USD per week per person.
Click here for more details
Definitely, we have a gym.
- Location: Located on the rooftop
- Open every day
07:00 - 22:00
- Minimum age 18 year(s)
- People under the age of 18 must always be accompanied by an adult
- No time limit
Access is free for hotel residents
- Pets are not allowed in this area
- Our gym is not open to outside visitors.
- The gym is equipped with:
• Treadmill
• Elliptical bike
• Rowing machine
- Facilities available at the gym:
• Showers
• Lockers
• Towels
As a guest of The Reef 28 you are entitled to visit our sister hotels on the beach where we have access to fabulous water activities (terms and conditions apply)
To access The Reef 28 rooftop it is required to spend at least the amount of $500 MXN per person from Monday to Thursday or $700 MXN per person from Friday to Sunday on our rooftop bar and snack bar.
Cover from 8pm: $200 MXN (includes a complimentary national drink per person).
Our opening hours are from 11 am to 11 pm. To visit us you don't need to book in advance.
For more info, click HERE.
Our hotel is equipped with temperature regulation systems to ensure your comfort.
We have 5 floors, a lift on each floor which is fully wheelchair accessible.
Yes, the property is wheelchair friendly.
Our wheelchair-accessible accommodations are equipped with a roll-in shower.
• Rooftop Pool
Open all year
Open every day
Hours: 08:00 - 23:00
• Cachito , Veintiocho, Astiatico and Roof 28:
To cancel a restaurant reservation, please send an email to: reservationsreef@thereefresorts.com with the following information:
• Name
• Restaurant name
• Phone number (including country code)
• Email address
• Cachito , Veintiocho, Astiatico and Roof 28 :
To modify your restaurant booking please send an email to: reservationsreef@thereefresorts.com with the following information:
• Restaurant name
• Name
• Requested change(s)
• Phone number
• Email address
Our restaurant is able to accommodate the following dietary requirements.
Available at all times:
Almond-free, dairy-free, egg-free and gluten-free.
Available upon request (let us know at check-in):
Vegan, nut-free, peanut-free, seafood-free, sesame-free, soy-free and vegetarian.
Not available on our menu:
Halal, hypoallergenic, kosher, low carb and organic.
We do not have any take-out offers. We would be delighted to welcome you in our restaurant.
• Cachito
This restaurant does not have a Michelin rating
• Veintiocho
This restaurant does not have a Michelin rating
• Astiatico
This restaurant does not have a Michelin rating
• Roof 28
This restaurant does not have a Michelin rating
We do not serve afternoon tea in our hotel.
During Christmas Eve we have activities taking place besides nightly special shows and a unique dinner on the 24th.
This is our address
1 Avenida Nte, Calle 28 Nte. &, Gonzalo Guerrero, 77720 Playa del Carmen, Q.R., Mexico.
Click on DETAILS to see it on the map
We are located 0.7 km from the city center.
• Walking, directions here
We are sorry we don't sell metro/bus tickets. You can buy them at the closest metro station or directly on the bus
You can also buy them at:
• ADO
Ado playa del carmen centro, Gonzalo Guerrero, Playa del Carmen, Q.R., México
Details - Directions
We have a PADI dive center with courses and excursions to dive sites in Playa Del Carmen and Cozumel.
Direct contact: info@thereefmarina.com
For more info, click HERE.
Our establishment does not have a golf course, the closest is the
• Hard Rock Golf Club, Paseo Xaman - Ha, Playacar, 77717 Playa del Carmen, Q.R., México
The distance is 3.6 km from the property
Directions
• Detailed info : here.
Our meeting room is available at an extra cost. To request for a quotation please email us at groups@thereefresorts.com
Max. Cap 60 PAX
•For more info about our meeting rooms layout, click HERE.
To make a business meeting room reservation, please send an email to: groups@thereefresorts.com with the following information:
• Date
• Number of days
• Start time
• End time
• Number of attendees
• Number of meeting rooms
• Number of accommodation (if needed)
• Special requests
• Phone number
• Email address
We can organize birthday celebrations, weddings, bridal showers, marriage proposals, among others.
To plan a celebration, please send an email to: socialmedia1@thereefresorts.com with the following information:
• Date
• Event name
• Number of attendees
• Number of accommodation (if needed)
• Phone number
• Email address