FAQs

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Transportation, Shuttles & Buses

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⦁ Is there a shuttle to and from the airport? Yes the hotel has a free shuttle to and from the airport. Just look for the Rep in the red shirt once you exit the terminal. Remember to email dxguestservice@hotelxcaret.com in advance with your arrival date and flight info. ⦁ How often does the airport shuttle run? The shuttle runs every 30 minutes from 6AM to 9PM and every hour on the hour from 9PM to 6AM. ⦁ Where is the hotel located? The hotel is located just minutes south of Playa Del Carmen. ⦁ How often do the shuttle run between the hotel and the parks? Shuttle are free and runs every 20 minutes to Xsenses, Xcaret and Xplor. You do not need to book them. Just look for the pink shuttle bus with the straw roof. ⦁ How long is the shuttle ride from the Hotel to each of the parks that do not require reservations such as Xsenses, Xcaret and Xplor? Shuttle leaves from the hotel to Xsenses then to Xcaret Park and finally XPlor before returning. Each stop takes approximately 5 min.

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Transportation, Shuttles & Buses Continue...

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• How else can I get to Xcaret park? You can walk, take the bike or take the boat by the spa that goes through Occidental Xcaret Hotel (takes approximately 20 mins) • What time does the shuttle leave and return for the tours that require reservations such as Xenotes, Xoxilmilco, Xichen and Xel-Ha? Please check with the hotel staff as dates and times below are approximate and may change: Xel-Ha / Tulum / Coba - Leave: 7:20AM, Return: 6:00PM Xel-Ha only - Leave at 7:30AM or 9:30AM, Return 6:00PM ~approx. 7:00PM arrival Xoxilmilco - Leave: 6:15PM, Return: 11:30PM Xenotes - Leave 8:30AM, Return 6:45PM Xichen - Leave 7:20AM, Return 6:45PM • Is there a free shuttle to Playa Del Carmen? You can take a taxi from the lobby for around 250 pesos to 5th Avenue in Playa Del Carmen. Coming back to the hotel you can negotiate as there are more taxis down town.

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Activities at the Hotel

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The hotel currently offers the following activities: 24-hour gym, Beach, Biking, Drinking, Fitness circuit paths, Jumbo chess board, Kayak in the lagoon, Kids activity center, Paddle Board in the lagoon, Spa (extra costs but 15% discount for our guests), Snorkeling in the river or beach (you need your own gear), Swimming Pools, Tennis courts, Yoga, Water slide etc. • Is there a map of the hotel? Hotel Map can be found on our Facebook group or email me for one at augustakamara402@yahoo.com • Are there any day time pool or beach activities? No. • Are there any shows at the hotel? There is a Caribbean theme dinner theater show (Monday, Wednesday and Friday) and Mexican theme dinner show (Tuesday, Thursday and Saturday). • Is there a discotheque? Not on site. • Is there any other entertainment at night? • Sometimes there is live music in the lobby bar. • La Cantina also has music/DJ most nights. If you want to check out the night life, go to Playa Del Carmen and check out Coco Bongo

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Restaurants, Food & Drinks

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• Which restaurants are included? All restaurants are included free to all guests except for: • Fuego (exclusive to Casa Fuego guests) • Ha (Included for guests staying in junior and master suites. Extra costs for all other guests) This includes 7 courses with a glass of wine paired with each course. As of July 12, 2019, cost quote by Guest Services is $126 USD per person (confirmed with hotel directly) • Sunday Brunch in Xpiral - $45/per adult (brunch is included for Club Members, Casa Fuego and Casa Tierra) Please see our Facebook group for a list of the restaurants available at the hotel including hours of operation. • Is there any place to eat after midnight? La Cantina Sports Bar with a limited bar menu is open after dinner until 2AM. After that you can order room service. Is there a coffee shop in the resort? No but there is a Nespresso machine in the room. The earliest you can get coffee in a restaurant is 6:30 AM at Mercado. There is also a 24 hour coffee cart in the lobby.

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Restaurants, Food & Drinks Continue...

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• Are reservations required for dinner? Ha’, Teatro Del Rio, Las Cuevas and Xin Gao currently require a reservation. La Cantina, La Trajinera, Mercado De La Merced, Chibali, Las Playas, and Bio are first come first served. • How do I make a reservation for the restaurants? From your room you can dial 0 on the phone or you may pre-book this with guest services using this email address: dxguestservice@hotelxcaret.com • What is the dress code at restaurants? The official dress code can be found on our Facebook page but in practice it is very casual. • What is the dress code at restaurants? The official dress code can be found on our Facebook page but in practice it is very casual. • Is the mini bar free? Yes. It is restocked daily with Beer, water, soft drinks and juices. In addition there is a selection of snacks such as M&M’s, chips, cookies and Mexican treats. • Is room service included?

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Pool, Beach & Lagoon

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• Are there chairs and umbrellas on the beach? Not right on the beach but there are chairs & umbrellas nearby facing the beach. There are also shady areas in the lagoon area mere steps away from the beach. • Can I reserve a pool or beach lounger? No but there are plenty. • Is the hotel ocean front? Yes. • What is the beach like at the hotel? It’s beautiful. There are two sections: the first you see on the right is small and a bit rocky. Go to the left and you will see a huge sandy beach. Go check them both out! • Can I swim in the ocean? Yes if you know how to swim and there is an area sectioned off. • Can I swim in the lagoons at the hotel? Yes. • Are there fish in the lagoon? Yes. Big ones. • What water activities are available at the hotel? Swim, kayak, paddle board, water slide. • Are there lifeguards at the beach, pool and lagoons? Yes at the pool and ocean. There are also lifeguards who kayak the lagoon/river area.

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Pool, Beach & Lagoon Continue...

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• Is there a towel system at the hotel? Towels are readily available. No card exchange or limits. • What pools are heated? The infinity pool • How many pools are there? 6 pools • Are there bars at each pool? There are swim up bars at the Infinity Pool and Viento Pool. Other pools also have bars nearby. • Are there any adults only pools? Yes at Fuego. You must be staying in Casa Fuego to use the roof top and Fuego pool. • Is there a kid’s pool? Yes it is near casa Viento and has a giant octopus slide. • Are there water slides for adults? Yes there are a couple of water slides along the fitness path that drops you into the river. • Is there a snack bar at the beach or any of the pools? The snack bar is below the infinity pool by the lagoon. *Las Playas* restaurant. • Is the ocean snorkeling friendly? Yes some guests have seen fish. • Does the hotel provide snorkeling equipment? No. • Does the hotel provide life jackets for adults and children? Life jackets are readily available.

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Parks, Tours, Excursions

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• Are food and drinks included at the parks? Yes except for Xenses Xcaret Park - food and drink is limited to the buffet restaurants and a list of drinks. All food and drink must be consumed at sit down. Snack bars are not included, nor are the walk around drinks. HXM guests get preferred seating at the MÉXICO ESPECTACULAR show, but the optional dinner is not included. Xel’Ha, all food and drinks (both alcohol and non-alcohol) are included, at all restaurants. Xplor and Xplor Fuego, food and beverages at the Buffet restaurant and snack bar are included. Xavage! El Embarcadero buffet is included and open 11:00-5:00pm. Snacks cost extra. • Are there lockers at the parks? Yes Xcaret, Xsenses, Xplor, Xavage! and Xel-ha all have free lockers provided. • Are towels provided at parks? Only Xel-ha provides free towels. Xcaret park has towels for a small fee. You can also bring towels from the hotel.

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Parks, Tours, Excursions Continue...

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• How often do the shuttle run between the hotel and the parks? Shuttle runs every 20 minutes to Xsenses, Xcaret and Xplor. No reservations needed. Just look for the pink shuttle with the straw roof. • When are the parks open? Xcaret Park: 8:30AM-7:00PM Xcaret Park’s, Xcaret México Espectacular: 7:00PM-10:00PM Xenses: 8:30AM-6:00PM (Closed Sunday) XPlor: 9:00AM-5:00PM (Closed Sunday) Xplor Fuego: 5:30PM-11:30PM (Closed Sunday) Xel-Ha: 9:00AM-6:00PM Xavage: 8:00AM-5:00PM • Which activities requires a reservation? Tours run every day except Sunday: Xichen Xoximilco Xenotes Tulum & Xel-Ha Coba & Xel-Ha (Tuesday & Thursday only) • How do I make a reservation? You can reserve on site by speaking to concierge in the lobby. By calling: 0-1-800-007-2020 • Are there additional activities such as catamarans offered by the hotel at an additional cost? Yes. The hotel can arrange all this at an additional charge through their in-house travel agency Excursion Travel, located at the main lobby.

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Other Questions & Tips

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• What is the hotel’s address and number? Carretera Federal Chetumal-Puerto Juárez Kilómetro 282 Lt 023 2, Solidaridad, 77710 Playa del Carmen, Q.R., Mexico. Phone: +52 800 009 7567 USA 1 844 795 4525 • What is the email address I can use to contact the Hotel? dxguestservice@hotelxcaret.com • What website should I visit to fill out my Official Entry Immigration Form (FMM) form? https://www.inm.gob.mx/fmme/publico/en/solicitud.html?fbclid=IwAR3JpZcfMaUEaMpUScjTEwVVDrMFF3bZlH3rBFftHLj8tKnVniOJn5TW9x8 • What address should I use for the FMM? HXM,CARRETERA CHETUMAL-P. JUAREZ KM. 282 • Is there a bank machine in the hotel? Yes there is a machine in the hallway behind the front desk. There is also a Scotiabank machine at nearby Xcaret Park. • Can you change money at front desk? Yes you can but they may not always have small bills. • Is there a pharmacy at the hotel? No. There are a few stores that will sell a small selection of items but we recommend that you bring your own medicine.

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Other Questions & Tips Continued...

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• What kind of sunscreen should I use at the parks? Biodegradable that is reef friendly. You can get them for around $20 • How big is the resort? The hotel is big but not so big that it needs a shuttle to get around. • Is internet available? Yes WiFi is available in the lobby, restaurants and rooms. Some parts of the hotel is spotty though. You also have Google Chromecast support on your TV so you can cast YouTube and Netflix from your own device(s). • What is the WiFi password? hxmexico • Is there a safe? There is a safe that is big enough to store a small laptop and more and even has a charging outlet in the back. • Is the hotel accessible? The hotel has many elevators so getting to the rooms and restaurants are no issues. Having said that the beach is not accessible and there are a lot of hanging bridges and steps to get there. • Are there laundry service? There is laundry service for a cost. There is no self service laundry on site.

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Other Questions & Tips Continued...

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• How much is the photo package? Each park has it’s own price for photos. However, the hotel also has a package you can buy that covers as many parks as you like. If you buy multiple parks, the pictures taken at the hotel are also included for free. hxmfoto@experienciasxcaret.com.mx (01) 984-871-5347 • When should I purchase the photo package? Before or after your visit to the parks and up to 20 days after your visit. • Are there shops at the resort? The hotel has 4 different shops. 2 of them located at the main lobby, near the convention center, and other 2 located at the Viento and Espiral pool area (near the rivers) • Is there a doctor on site? Yes-Dr. Ruiz! His office is located in the main lobby in the hall of Giant Faces. Keep going past glass doors, Sunwing desk, and you will come to a door with a red cross. • Can guests invite people not staying at the resort to visit them on a day pass? Yes, they can invite guests for a day pass 9am-6pm $100 6pm-11pm $120 9am-11pm $160