FAQs

ESERVATIONS AND PAYMENTS

HOTEL INFORMATION

TAILOR-MADE EXPERIENCES

SUITES

RESTAURANTS AND BARS

SERVICES AND ENTERTAINMENT

GROUPS AND EVENTS

What forms of payment are accepted in La Casa de la Playa?

We accept Visa, MasterCard and American Express credit cards. If you wish to pay with two cards, please contact our customer service center.

Are my credit card details safe when making a reservation?

Yes. The information you give us is encrypted so we can offer you a secure experience for all your transactions.

Can I pay for my reservation upon check-in at the hotel?

No. To guarantee your accommodation you must complete your payment with a valid credit card.

Will my credit card be charged when I make my reservation on the website or by telephone?

Yes. All reservations made on our official website or through our Contact Center require 100% payment of the reservation total.

What is the location of La Casa de la Playa?

In front of the Caribbean, 45 minutes from the Cancun International Airport (CUN). Address: Carretera Chetumal - Puerto Juárez, Kilómetro 282, Solidaridad, 77710 Playa del Carmen, Quintana Roo.

How many suites does the hotel have?

Only 63 suites.

Is there easy access in La Casa de la Playa for persons with special needs?

Yes. Ramps and accesses for wheelchairs are available in the hotel, as well as some specially adapted rooms.

What are the hotel’s check-in and check-out times?

Check-in is at 15:00 h and check-out is at 12:00 h.

Is it possible to check-in early and/or request a late check-out?

The hotel offers an early check-in service (13:00 h) and late check-out (14.00 h), subject to availability and with additional charges. You can make use of our facilities and restaurants from the moment you arrive so you can fully enjoy your trip.

Does my stay in La Casa de la Playa include admission to Grupo Xcaret parks?

Yes, your stay includes unlimited access to Xcaret, Xel-Há, Xplor, Xplor Fuego, Xenses, Xavage, Xoximilco and Xenotes, as well as exclusive experiences for La Casa de la Playa guests.

Does my stay at La Casa de la Playa include admissions to Xcaret Xailing?

Yes, your stay at La Casa de la Playa contemplates round-trip ferry tickets to Isla Mujeres por Xcaret Xailing, besides having comfortable transportation service to the Embarcadero Isla Mujeres by Xcaret in the Cancun Hotel Zone.

Do I have to reserve a minimum number of nights during my stay in the hotel to be able to enjoy the Grupo Xcaret parks?

It’s not necessary to reserve a minimum number of nights.

Are food and drinks included during my stay in La Casa de la Playa?

Yes, all restaurants, bars and In-Room Dining services are included.

Are food and drinks in the parks included?

Yes, our parks offer included food and drinks, except for Xenses which doesn’t have a food plan.

How can I get to the Grupo Xcaret parks during my stay in La Casa de la Playa?

We have Mercedes-Benz Sprinters to take you comfortably and safely to the parks.

Are Muluk Spa treatments included during my stay?

No. The spa treatments are not included. The Wellness suites have access to the hydrotherapy circuit.

Are the optional activities in the parks included in my stay?

No. The optional activities are not included.

Are the photographs in the hotel included?

No. The photographs are not included.

Are the photographs in the parks included?

No. The photographs of your visit to the parks are not included, but La Casa dela Playa guests have a special discount.

What is the maximum capacity of each suite?

The suites have a maximum capacity of 3 adults, except for the Ocean front Master Suite which has a capacity of 4 adults.

What should I do if I have a special request?

When you make your reservation we will show you an address where you can send your requests. Keep in mind that any special request is subject to availability and/or additional charges may apply.

Can I invite other people to my suite who are not guests of La Casa de la Playa?

No, for the security and privacy of our guests, people who are not registered in the hotel are not given access.

Is smoking permitted inside the suite?

Smoking is not permitted inside the suites.

Does the hotel have extra beds?

The hotel does not offer extra beds service.

I am a vegetarian. Are there vegetarian or vegan options in the restaurants?

Yes. We have vegetarian and vegan options in all the restaurants.

Are the restaurants and bars open during every season?

Yes.

Do I need to reserve my transportation from the airport to the hotel?

The shuttle service (shared) does not require a reservation. However, if the room you reserved includes a private service, you need to confirm with the Guest Services Manager at least 24 hours in advance.

Does the hotel have sports facilities?

Yes, the hotel has gymnasiums (some are exclusive for guests of certain Casas) and a yoga area, as well as non-motorized water activities such as kayak and paddle board. You also have access to an outdoor functional training circuit on the Ixlas.

Is internet WIFI included?

Yes, the WIFI is included in all areas and rooms.

Do visits to Grupo Xcaret parks require a reservation?

Xcaret, Xplor, Xplor Fuego and Xenses parks do not require a reservation. Other parks do require a prior reservation.

Does the hotel accept pets?

Yes, La Casa dela Playa is a pet-friendly hotel. The cost for this service is $150 USD per stay. The maximum allowed weight is 5 kilos, except for assistance pets.

Does the hotel offer wedding or honeymoon packages?

No. The hotel does not have packages but does offer tailor-made services.

I want to ask for a wedding quotation

Perfect! Write to vsalgado@hotelxcaret.com so you can start preparing for the best day of your life.

I want to ask for a group quote

Please write to dmartinez@hotelxcaret.com, who will be glad to follow-up on your request.