GENERAL INFORMATION
Do I need to bring an electrical adapter?
All of our suites are equipped with standard North American sockets (Type A, sometimes Type B). If traveling with European, Asian or non North American appliences/devices, we recommend brining an adapter.
What credit cards does the resort accept?
We accept all major credit cards including Visa, Master Card, and American Express.
Do you offer rates that are not all-inclusive?
No, the only rates we offer are all-inclusive.
Is pre-arrival check-in available?
No, we do not offer pre-arrival check-in.
Is a credit card required at check-in?
Yes. A pre-authorized HOLD may be applied. Please consult with our Front Desk staff for specific details.
Do I need to bring money and exchange my currency to Mexican Pesos when I arrive?
Your all-inclusive plan includes meals, drinks, entertainment, and many more fun-filled activities. However, we recommend bringing extra cash for off-site expenses, spa/beauty services, tours, and transfers. The resort may provide US Dollars to Mexican Peso exchange services subject to availability. Payments are accepted with cash for up to US$1500 per person, per stay, and you may also use credit cards as a means of payment.
Is there a secure place to keep valuables?
In-Room Safes are included in all suite categories. Our resort is not liable for unnattended items left in public areas.
Does the resort have a hurricane policy?
Yes. Please contact resort for further details, hurricane policies are liable to change.
Does the resort have a smoking policy?
The Hilton Playa del Carmen is a smoke-free resort. Smoking, including the use of electronic cigarettes, is prohibited throughout most of the resort including but not limited to common areas, dining venues, bars, suites, suite decks, and balconies. We do however offer secluded designated smoking areas. A cleaning fee may be incurred for smoking in smoke-free areas.
What is the tipping policy at the resort?
All taxes, tips and gratuities are included as a part of your all-inclusive package. Additional gratuities are most welcome by our staff should services exceed your expectations.
Can I drink local water?
We recommend not to drink faucet/tap water, the resort will provide filtered and bottled water at all time. Water and ice cubes served at all resort venues are always filtered and safe to drink. Certified by third party auditors, our resort is compliant to the highest level in industry sanitation standards.
Does the resort provide medical services or support?
A third-party medical doctor is available on-site on a 24 basis. Certified lifeguards are available in pool and beach areas, first aid is provided on a 24 hour basis for emergency situations.
What is the minimum age for check-in?
18 years of age. We are an adults-only resort, for guests of ages 18 and above only.
Is there a cancellation fee for spa services?
A US$30 dollar fee per person will be charged for cancellations made within a 24-hour timeframe prior to the scheduled treatment, a 100% fee of the total price of treatment will be charged for "no shows."
Can I have an in-room massage?
Yes, the following in-suite treatments are available: Relax Experience and Romantic Escape Package. Please contact our spa, to make our reservation.
What’s the spa working hours?
The hydrotherapy circuit is open from 8:00 a.m. to 7:00 p.m., spa treatments are available from 9:00 a.m. to 7:00 p.m.
INCLUSIONS
What's included in my all-inclusive package?
All drinks and meals are included. On-site entertainment, fitness facilities, and daily outdoor and indoor activities are included. Multiple social activities are also part of the all-inclusive package. Please consult our Activities page for more information.
The following services are not included as part of the all-inclusive plan, except as otherwise provided:
Spa, beauty services, hydrotherapy experience and the Temazcal experience
Third-party on-site boutique stores
Off-site tours and excursions
Airport transfers, taxis, local shuttle services, car rentals
National and international telephone calls
Certain specialty wines and spirits
Laundry and dry-cleaning services
Romantic dinners, and other specialty private dinners
Please note there is a $33 Mexican pesos Environmental Tax per room, per night on arrival.
Does the resort offer day passes?
Yes, please contact the resort for information on inclusions and prices.
If I am on a cruise, and a nearby stop is scheduled in my itinerary, can I visit the resorts?
Yes. You may visit our resort by purchasing a day pass.
What's included in my interval international package?
Please consult inclusions with your interval international travel agent.
Is there an online spa menu?
Yes, availablehere, prices are subject to change. We recommend booking spa services in advance.
If I don’t book spa services, can I use the spa facilities?
Yes, the hydrotherapy facilities is available to all guests at an additional cost. Hydrotherapy facilities offer a section for men and another for women, separate from each other.
Can external visitors use the spa facilities?
No, spa services and facilities are exclusive for guests.
TRANSPORTATION AND LOCATION
How far is the resort from local airports?
We are conveniently located an hour’s drive from Cancun's International Airport.
Are airport transfers included to and from the resort?
No. However the resort can offer assistance in arranging airport transfers at additional costs.
What are the transfer times to and from the resorts?
Shuttle services are available to and from the resort at additional cost, departing from 7:00am to 9:00pm. Please contact resort to schedule prior to arrival. For your return flight, we recommend deporting the resort 3 hours prior to your scheduled flight.
Is parking available at the resort?
Yes, for resort guests only and subject to availability.
DINING
What are the dress codes for the different restaurants?
Below some further guidelines:
Beach Attire:Swimsuit attire is welcome.
Casual: No gym attire, wet clothes or beach clothes.
Note: The above guidelines are illustrative a not definitive.
Do I need to make dinner reservations?
Reservations requirements may vary per dining venue. Reservations are required in all restaurants for dinner. For further information about reservations requirements and bookings, please reach out to our Gourmet Experience Concierge upon your arrival.
If I am a vegetarian or have special dietary needs, will I have adequate options?
Yes, the resort offers gluten-free, vegetarian options, and additional assistance in accommodating special dietary needs, upon request. For assistance, please contact the resort prior to your arrival, or notify Front Desk during check-in.
Do you offer premium branded spirits?
Yes. Unlimited cocktails made with premium branded spirits are yours to enjoy as part of your all-inclusive package. Specialty bottles such as champagne and first-rate wines are available for purchase at an additional cost.
Is there room service?
Yes. All-Inclusive suite services is available on a 24-hour basis.
ACCOMMODATIONS
We are traveling with a couple of friends. Can we request adjoining/connecting rooms?
No connecting rooms available.
Are children allowed at The Hilton Playa del Carmen?
We are an adults-only resort, accepting guests ages 18+ only.
What is a concierge service?
Offering an exceptional hospitality experience, concierges are the first point of contact for any questions that you may have, they may also offer assistance with on on-site and off-site services.
What type of beds are offered?
Double beds and king-sized beds are offered. Specific details on bedding are outlined in our Suites section.
Are the rooms handicapped accessible?
We offer 3 ground-floor suites that are fully equipped for guests with special needs. Please call or email the resort to learn more, and to book.
ACTIVITIES
How can I arrange tours and activities outside the resort?
Tours offered by third-party vendors may be purchased at our on-site Tour Desk.
Are singles welcome?
Yes. We offer multiple social activities for singles, couples, and families (ages 18+). At our resort you will find many opportunities to make new and long-lasting connections with like-minded people.
Can I sunbathe topless on the beach?
No, due to local regulations.