FAQs

Because our packages are open-date, this gives you 12 months to make a reservation and up to 18 months to travel with the exception of only a few types of packages. Most travel packages purchased with included air tickets are designed for you to travel on a specific date without any flexibility

You have two hotels to choose from between the Laguna Suites Golf + Spa or the Ocean Spa Hotel with the exception of some types of packages intended for our member properties, such as the Sunset Royal, Sunset Marina Resort and Yacht Club, or Hacienda Tres Rios. The Laguna Suites Golf and Spa is located in an exclusive area in the heart of the Cancun Hotel Zone, and on the grounds of the magnificent Pok Ta Pok golf club, Laguna Suites Golf + Spa shares gorgeous views of the golf course or fiery sunsets over Nichupte Lagoon. The Ocean Spa Hotel is strategically located in the Cancun Hotel Zone. It is only a few minutes from the city center and several shopping centers, restaurants and attractions in the area. These two stations are connected through a courtesy shuttle. Our sponsoring resorts, which are the Royal Sunset and the Sunset Marina, are also connected through free transportation and are accessible to guests staying through this promotion

Once you have confirmed your reservation, a confirmation letter will be sent to your email account. In the confirmation letter you can find the toll-free number for our transport department and their email account. It is important that you contact them by phone or email to provide them with your flight information at least 3 weeks before the arrival date. Your flight information will be confirmed with you by phone 15 business days before your arrival, with a verification call from our transport department to arrange pick-up at the airport.

Your flight itinerary is necessary because we will provide transportation from the airport to the hotel. That is why it is necessary to sign the confirmation letter and attach your flight itinerary and send it for use by email

You can reschedule at any time, you have 14 business days before your arrival date to make any change to a confirmed reservation. For any out-of-term change, there will be a penalty charge at the time of rescheduling. In the event of a no-show, a rack rate penalty will be applied.

All packages can be extended by purchasing additional nights; however, because of the nature of the promotion, the maximum nights you can travel are 7 nights. Please contact your booking agent for more details.

Yes, at the time of booking all additional services will be provided with a promotional discount for any additional activity available. Please ask about our unique spa packages and our ecological tours

Customers who have a reservation can call and be rescheduled only if the NOAA has issued an official hurricane warning for the Cancun area. If the NOAA has not officially launched a hurricane warning, then reservations may be canceled or rescheduled according to the terms and conditions set forth in the confirmation letter.

Our office hours are 9 a.m. to 7 p.m. Monday through Friday, and 10 a.m. to 2 p.m. Saturdays (Cancun time). Our office is closed on Sundays, but you can contact us and leave a voice message and one of our representatives will get in touch with you early Monday morning

All bonus destinations will be given to you when you arrive to Cancun. Booking any of your bonus destinations is as simple as calling the free reservation numbers on your bonus destination certificate

Yes, you always need a passport when traveling to another country

If you are from a country outside of the United States, Canada, Europe and Australia, it is best to consult with the Embassy, Consulate or directly with your airline. If you are from the USA, Canada, Europe or Australia, you will NOT need a VISA

Yes, if you are going to bring medicine to Mexico, you must bring it in its original container, with the doctor’s prescription and the contact information of the doctor who prescribed it.
In case of traveling with narcotics prescribed by a doctor, you must present a letter from the doctor as proof.

Don't worry, our reservations department is flexible in these cases. We can inform the hotel of your absence on a specific arrival date and reschedule your reservation for a new arrival date. It is very important that you contact us by phone or email immediately so that we can make all the necessary changes on time

If your flight is canceled, please contact us by phone or email to provide us with your new flight information

To transfer the package, you must do so to a person no younger than 30 years and not older than 65 years. This person must be legally married and must be a credit cardholder. Once you have someone to whom to transfer the package, you must pay the transfer fee and we will send you a document for the transfer of the rights of your package, which must be returned signed by the owner, attaching a copy of your official identification to validate the signature, as well as that of the person to whom it is being transferred with all the contact information (address, e-mail and telephone numbers) so that it can be registered in the system

Your main destination is Cancun and other destinations (if applicable). Additional gift certificates will be given to you until you travel to Cancun

The package does not include plane tickets, as this would considerably increase the price of the package and limit it to a specific travel date, so you have 18 months to travel on the date you decide

Do not buy plane tickets, despite any very good promotions you might find, until you have confirmed your hotel reservation. This is easier and involves less cost to make changes and/or cancellations of reservations with us than with the airlines.

We are including without cost for you the transportation from the airport to the hotel, free transportation between the hotels in Cancun (does not apply to H3R) and the flexibility of the package’s duration without limiting it to only low seasons so that you may plan your vacation with anticipation.

Additional benefits, such as unlimited meals and beverages (All-Inclusive Plan), room upgrades, resort improvements, additional nights, additional people, extra rooms, spa packages, excursions, yacht tour and travel insurance can be purchased at preferential rates directly with your reservations agent, and these should be contracted before traveling.

We will gladly welcome you and your family or friends, but because this is a promotion, only a maximum of two certificates or packages is allowed when traveling on the same dates.

The package does not include travel assistance, but you are in luck! We have an accessible assistance plan from the renowned company ASSISTCARD that will cover your protection needs. Request more information from your advisor at the time of booking.

The expenses you will be responsible for include air or ground transportation to reach the destination, the transportation costs in the destination, laundry expenses, telephone calls made from your room, tour expenses, souvenirs, the payment of an activation fee and, if applicable, the hotel tax payment. In case of packages in the European plan, you will be responsible for food and drinks.

It is suggested that you make your reservation request as early as possible because we are subject to availability and doing so with more anticipation increases the chances of finding a room on the required dates.

The months of May, June, August 16 to 31, September, October, November 1 to 15 and December 1 to 15.

The months of January, February, March, April, July, August 1 to 15, November 16 to 30 and December 16 to 31.
Note: Even if a single day of your reservation occurs on these dates, it is considered that you are traveling during high season.

To be able to make your reservation, your package must be 100% paid off and you must pay your activation fee as well as meet your promotion’s terms of participation as specified on your purchase receipt.

If you wish to cancel or change the dates of your reservation, we would appreciate it if you notify this directly to your reservations agent and receive notification from the same agent. No changes to dates or cancellations will be accepted directly with the hotel or with personnel other than the reservations department. Cancellations and/or changes will be accepted only within a period no less than 14 days before your arrival date. Cancellations and/or date changes outside these terms will be subject to a penalty of $50 USD during low season and $100 USD during high season. Cancellations and/or date changes not made according to the procedure described herein, and that generate a No Show at the hotel because of this, will be subject to a charge of $200 USD or the removal of one night in your package for future reservations.

The official check-in time is at 3 p.m. This means that 3 p.m. is the maximum time the hotel has to give you your room. If you arrive before this time and the room is available, you will receive your room at that time, otherwise you can use the hotel facilities and keep your belongings until the time comes to give you your room. If you come under an all-inclusive plan from the moment you arrive, you will be given the wristband that will identify you under this plan, and from that moment you can enjoy its benefits.

To register at the hotel, you are required to present an official identification (government-issued identification, passport, etc.) and a valid credit card during the date of travel.

The time to check out is at 11 a.m. If your flight is later and you have returned your room keys, you can continue to use the hotel facilities until your scheduled transportation time. You will have a hospitality room where you can bathe and change, and your luggage will be stored in the hotel until your departure.

The two guests younger than 12 are free. In case you want a third adult to accompany you on your vacation, please ask the reservations department for the rates for additional people.

This is considered according to the age of the child at the time of travel, and those older than 13 years will be considered adults for hotel purposes and will generate a charge as an additional person.
Warning: At the time of check-in at the hotel, the age of the minors is always validated with their passports. If we detect that the information is falsified, you could get charged for an additional person at a higher (rack) rate, and your reservation can also be canceled, so we suggest you do not take any chances.

It is a requirement because the private holiday club is subsidizing 60% of the real value of your vacation in order to walk you through an informative and fun tour of the facilities of our hotels, as well as our plans and programs through which you will encounter a new way to vacation in the future.

All the people who are confirmed in the reservation will have to participate in it. Remember that in addition to the excellent tour, everyone will enjoy a delicious breakfast or buffet lunch.

Yes, it is part of the procedure to contact us 10-15 business days before your arrival, to check all the information about the reservation and set up the pick-up service at the airport.