FREQUENTLY ASKED QUESTIONS
Do rates include taxes and gratuities?
Yes, everything is included.
Do rates include private functions?
It depends on the size and market segment of the group.
Is there a surcharge for any group private functions or coffee breaks?
No, with the exception of beach parties, including beach Olympics, and suites.
Is there an additional charge for AV, decor, entertainment, golf, spa, transfers and tours?
What documents do we need for group participants at check in?
All group participants must show a photo ID.
Do American group participants require passports to visit Mexico?
Yes, passports are now required for Americans to visit Mexico.
Can I reserve in advance spa services for my group?
Yes, advance spa reservations are highly recommended. Email us for spa reservations firstname.lastname@example.org
Can I reserve golf for my group?
Yes, you can. Individual tee times can be reserved by emailing us at email@example.com
Tournaments should be reserved with the pro at the appropriate course. Your Conference Service Manager can assist you.
Does the resort provide internet access?
Yes. Wireless internet service is included in the room rate. You will need to bring your own laptop. In the business center, it is included too.
What is the legal drinking age in Mexico?
In Mexico the legal age to start drinking alcoholic beverages is 18 years old. We abide by that law in Hard Rock Hotel Riviera Maya, as well as all other all-inclusive properties in Mexico.
Is the water and ice safe to drink?
Yes, our resort uses purified water and we also offer bottled water.
Can I make a group reservation at the restaurants (dine-around)?
Yes, you can. Please check with your Conference Service Manager to coordinate applicable times and number of guests per restaurant.
Can you close a restaurant for a group private function?
No, unfortunately we are not able to close any restaurant at our Riviera Maya resort.
What is the cost for room deliveries?
$3.00 US for deliveries under the door such as envelopes and invitations, and $3.50 US for deliveries inside the room. Price depends on the contract.
Do you offer babysitting services for groups?
Yes, your Conference Service Manager can provide you with the details and prices.
What is the maximum number of guests in a room?
The maximum is four (4) people including children. Please check individual room descriptions and consult with our reservations specialists
How can I ship materials from the U.S. to my conference?
Please, always use a Customs Broker to ship materials to Mexico. Contact your Conference Service Manager for detailed company information.
Do night over mail carriers like UPS, DHL and Federal Express work similarly in Mexico as they do in the U.S.?
Yes, if the items that you are sending from the US are documents, it should take about 48 hours. While these companies insist they deliver to Riviera Maya, someone needs to be on the other end to clear items from the customs house. They will not be automatically delivered to the resort.
Are all customs brokers alike?
No. You may be using a Freight Forwarder who handles all your merchandise in the U.S. or Germany, but it has no experience with the laws or nuances of another country. It is always best to ask your Conference Service Manager for recommendations. Not all Customs Brokers are well versed in handling convention materials for temporary importation.
Can I use my own audio visual company?
Yes. However, most companies only bring in the equipment that is not available and rent a good portion from one of the in-house companies we work with in Cancun. It tends to be less expensive and they have experience with resorts, electrical, rigging points, etc.
Is it difficult to import promotional items or products into Mexico?
Not at all. A qualified Customs Broker can give you all the information you need and make the process relatively easy.
What if we have participants staying in another hotel who want to spend the day at Hard Rock Hotel Riviera Maya?
We offer a day pass. The cost is $91.00 US for adults and $44.00 US for children (4 to 17 years old).
Can you arrange transportation from Cancun Airport?
Yes. Please contact us to make arrangements.