Frequently Asked Questions | The Reef Playacar

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 and After doing this you can contact us to and our Reservations team will assist you with the confirmation of your reservation once they are notified.

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 please email us to your confirmation number and full name and we will proceed to cancel it.

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

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.

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

No, unfortunately this is not allowed as the person.

The closest medical centers are the following ones:

  • Hospiten: 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.

Yes, all our bars and restaurants are open.

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

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 depart. If you choose not to reserve, we will be glad to store your bags and make our facilities available for you to freshen up.

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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

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.

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.

We do not have room service.

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 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.