Frequently Asked Questions

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

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 [email protected] 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 Playacar is located a 15-minute walk from 5th Avenue, downtown Playa del Carmen. You can walk from the hotel or get there by car.

IS WI-FI INCLUDED?

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If you book directly with us on our official website you will have the Wi-Fi 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, Wi-Fi 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 Wi-Fi password provided by the hotel can be used for three different devices and they cannot be changed. The Premium package has the Wi-Fi included at no surcharge.

HOW CAN I UPGRADE THE PACKAGE I PURCHASED?

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For your own comfort, we have different packages that can make you feel more comfortable at our resort such as the Premium package. You can purchase it at the moment of your check-in or through an email to [email protected].

DO YOU OFFER DAILY ACTIVITIES AND NIGHTLY ENTERTAINMENT?

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Our entertainment team is always organizing different kinds of activities for adults and kids. We have a Kids’ Club onsite, where you may leave your kids and they can have fun. At night, we have a different show going on in our hotel at 9:00 p.m. each one lasts approximately 45 minutes.

Our Kids Club is for kids from four to 12 years old. Kids under four years old have to be accompanied by an adult. Opening hours are: 10:00 a.m. until 1:00 p.m. and 3:00 p.m. until 5:00 p.m.

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 8:00 a.m. until 8:00 p.m.

WHICH IS THE MAXIMUM OCCUPANCY PER ROOM?

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The maximum capacity per room is three adults and one child or two adults and two children. We consider kids from the ages of four to 12 years old. Kids under three eat and stay for free.

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 ONSITE?

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Our Reef Marina located at the 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 [email protected].

IS THIS A FAMILY-FRIENDLY HOTEL?

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

DO YOU HAVE A NIGHT CLUB ONSITE?

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We do not have a nightclub on site. You can easily get to 12th Street in downtown Playa del Carmen, where you find an array of nightclubs and bars.

DO YOU OFFER ROOM SERVICE?

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We do not have room service.

HOW MANY RESTAURANTS AND BARS ARE AT THE HOTEL?

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Our hotel has two a la carte restaurants: Italian Botticelli and Mexican Terraza Grill, which have a casual elegance dress code. Opening hours are 6:30 p.m. until 10:00 p.m. These two restaurants are included in the Premium package at no surcharge. The Mexican Restaurant is included with the Standard package.

We have five bars onsite distributed in different parts of the hotel. In addition, we have our Chula Vista buffet, our snack bar and the ice cream parlor.

IF I AM STAYING AT THE REEF PLAYACAR, CAN I COME VISIT THE REEF COCO BEACH?

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If you would like to visit our sister property, you can do it at no surcharge except for having purchased the Premium package. The transportation to and from the hotel is included.

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