Allow at least 72 hours for a reply to your email. The reservations staff and the front office managers will try their best to honor your request depending on availability
Do not use 3rd party email accounts (hotmail, Yahoo, etc.) use your regular ISP email account
Include your tour operator, booking number, first and last names on the reservation, arrival and departure dates.
Rooms are assigned 1 day prior to your arrival. Upon check in you will be given your room information.
Any upgrades will be to the next level of room type and depends on the area of the resort as listed below.
Kantenah & Colonial
White Sand & Riviera
From Standard room to Junior suite
Junior suite to Suite
From Junior Suite to Mayan Suite
Suite to Mayan Suite
From Mayan Suite to Suite
*Please note: Suites between the different areas of the resort have different sizes and layouts. The suite's in the Colonial /Kantenah are larger. A Suite is almost twice the size of a Jr. Suite
Upgrades at the Colonial / Kantenah are as follows:
From a Standard room to a Jr. Suite - $40 USD per night
From a Standard room to a Mayan Suite - $80 USD per night
From a Standard room to a Suite - $120 USD per night
From a Jr. Suite to a Mayan Suite - $40 USD per night
From a Jr. Suite to a Suite - $80 USD per night
From a Mayan Suite to a Suite - $40 USD per night
If you book a Standard room at the G.P Colonial & Kantenah and you want to up grade to The Royal Suites Yucatan the prices will be as follow:
From Standard room to Royal Junior Suite $80 USD per night
From Standard room to Royal Suite $120 USD per night
From Standard room to Royal Mayan Suite $160 USD per night
Late checkouts are subject to the availability of the resort upon the guest's arrival and during their stay until check out. During high occupancy times there is no guarantee or confirmation of a late check out since we need the rooms as soon as possible in order to prepare them for arriving guests. Even if we received the request in advance, we do not confirm it until one day before the departure and it is always subject to the resort availability. During high occupancy times it is very probable that will not be able to confirm a late checkout. If available the following charges apply, until 4pm - $40 USD, until 6pm - $60 USD, after 6pm a full nights charge at rack rates will apply.
*Please note: The maximum occupancy in a Jr. Suite is 2 adults and 3 children under the age of 12.
FAQ:Will I be considered a returnee having been to one of your sister resorts other than the Riviera Maya? ANSWER:Yes! Any upgrade will be subject to availability. We must get the confirmation numbers of the other resorts so we can find out with our sister hotel if you are in the system. Email your request to the appropriate area above and include hotel name, name on prior reservation and we will contact them.
The above information has been provided by the Reservation Department. For any additional questions or information, please contact them via email.