FAQ

 
Frequently Asked Questions

Booking

Where do I find the best rates and offers?


Our best rates and offers will always be available on our own Website / Official Booking Engine.




How can I book?


The easiest way to book with us is here on our Website - Official Booking Engine. You will receive an immediate booking confirmation. You can also book by email at reservations@suenostulum.com or by phone: (+52) 1-984 157 5973




Are there any special offers or packages?


You will find our current offers on our website and on TripAdvisor. We can also offer you individually arranged packages. Whether you are a family or group, we will always find the perfect arrangement for you. Contact us at reservations@suenostulum.com for more information please visit our Events page.




Why should I always book with you directly?


Because we will always have the best rate and we can tailor your booking to any specific need or request.




What is the cancellation policy?


Changes and Cancellations: A charge will be applied for cancellations made less than 15 days
prior to arrival date. (Except during the holiday season: December 21st to January 3rd)
For cancellations made less than 15 days in advance, a charge of 25%
of the total stay.
For cancellation made less than 7 days in advance, a charge of 50% of
the total stay.
For no shows, a charge of 100% of the total stay will be applied. DURING THE HOLIDAY SEASON: A charge will be applied for cancellations made less than 30 days
prior to arrival date.
For cancellations made less than 30 days in advance, a charge of 50%
of the total stay.
For cancellation made less than 15 days in advance or no shows, a charge of 100% of
the total stay.




What is the booking policy?


Payments are usually due at the time of your check out, unless we require a deposit before your arrival date. The rates quoted are based on your period of stay. Rates are subject to change as a result of changes in your arrival and/or departure dates. Rates quoted are in American Dollars. Rate is for the number of adults reserved at point of booking only. Additional fees are applicable for each additional adult. The rates are subject an additional 19% Tax. A rate modifier will apply should you decide to stay in a higher room category than the one originally booked. All services not included in the offer package shall be charged separately. Any extension of stay will be charged to the guest based on either the Flexible Rate or any other Packages offered by the hotel. Maximum of 4 guests per room (minimum one adult; any combination of adults + children not exceeding 4 guests in total). A fee of $40 USD will be charged for each additional adult/child 3 years or older staying in any of our suites. Maximum occupancy varies from selected family suites and or Club House or Penthouse. Children aged 3 years or younger sleep for free in the existing bedding of a shared suite with a paying adult. A valid credit card is required to secure your reservation. Upon check out, the credit card will be charged for the amount indicated on the booking confirmation page and email, plus food and beverage consumption during your stay. We only accept Visa and MasterCard. Exchange rates are applicable at the time of reservation but are subject to currency fluctuations. The final bill will be charged at the prevailing exchange rates upon completion of your stay. In the event that a guest completes a booking based on a rate that has been incorrectly posted, the hotel reserves the right to correct the rate or cancel the reservation at its discretion and will contact you directly in order to do so.
This reservation is not transferable. No name change is allowed. For more information please email the hotel at reservations@suenostulum.com




Do you offer handicapped rooms?


Due to the sand all around our hotel, wheelchair access is limited.
Because we are an ecological resort, our buildings do not have elevators. Our only suites that are ground floor with easy access are our Beach Suites.
We recommend you to get in contact with us before you make your reservation.




Where can I see the hotel rates?/ How much is a room/night?


Our hotel rates are available on our Official Booking Engine. Rates may vary depending on each season, suite type or occupacy.




Are the rates per person or per room?


All prices, unless stated otherwise, are based on single or double occupacy. A $40 USD x night charge may be applied for extra adult or child.




Why do the costs vary from day to day?


Rates may vary depending on the season of your booking. If your travel dates happen to come in between two of our seasons, your outstanding balance will reflect two differnet rates.




Can I book two suites of different categories?


Yes! At the moment of making your booking, find the "add other room" button and choose an additional suite to your reservation.




Is smoking allowed on the hotel grounds?


Yes.




Do you offer child rates?


One child under 3 years stays free of charge. One child 3 years and older are considered extras. Children age 5 and under, are welcome to stay only in our Beach suites. These suites are located on a ground floor.




How many rooms can be booked at once?


Depending on availablity. All suites can be booked under one reservation.




Why did I not receive a booking confirmation?


Booking confirmation emails are sent automatically. Nevertheless, If for some reason you did not get a confirmation email please contact us by email at reservations@suenostulum.com for us to re-send it manually.




Can I check-in without my reservation number?


Yes, You can check in using any ID or Passport.





Arrival

How to get from Cancún airport to the hotel?


From Cancun airport, head south following the signs to Playa del Carmen - Tulum on the highway #307. You will pass Playa del Carmen through a big bridge, Puerto Aventuras, Akumal, and the entrance to the ruins at Tulum. Turn to the left at the major crossroads with the road to Coba. So, when you see a turning to the right to Coba, you should turn left. You will be heading directly towards the sea on a very straight road. The road ends at a T junction at the coast. Turn right the ocean will be on your left, follow this road for approximately 10 minutes, passing the hotels Zamas, Maya Tulum, Ana y Jose, and Hip Hotel. The next speed bumb is in front of us. You will see Sueños Tulum is on your left; the entrance is marked by two big wooden gates that are usually closed. We have a rock carved sign before and there is also a painted sign on the wall right after the doors. We have a parking lot right infront where you can park your car. Ring the bell on the left while facing the door, and we will come greet you. The approximate driving time is between 1 hr 40 min - 2 hours from Cancun's airport.




How long does it take by car or shuttle from the airport to the hotel?


The approximate driving time is between 1 hr 40 min - 2 hours from Cancun's airport.




When can I check-in?


Our official check-in time is at 3 pm. If your suite is ready before time, we can happily check you in. In case of early arrival, you can safely store your luggage in the reception with us and start your holiday at Sueños Tulum.




Can you arrange transportation to and from the hotel?


We can happily arrange a private transfer from and to the airport. We will require your flight information and number of people. There is an additional cost for this service. Please contact us for more information.




Is parking available at the hotel?


Yes! we have free parking available for guests.




What are the reception opening hours?


Our reception is open from 7:30 until 22:00. Nevertheless, if you need assistance out of reception hours you can always send us a message or call to our Front Desk cellphone via WhatsApp 24h.




Can I bring my pet?


Sorry, even though we love animals, external pets are not allowed on the premisses





Things to do

Can you arrange tours?


Yes, we can offer different activities and daytrips. Please ask at Front Desk for more information.




Is it possible to book massage treatments?


Yes! You can ask fo any information regarding massage treatments at our reception or prior to your arrival via email.




Can I reserve a table in a restaurant?


We recommend you check on the restaurant's web page, but most restaurants in Tulum don't take table reservations.




Can I have breakfast/dinner even if I am not staying in your hotel?


You can have dinner at our special culinary experiences "The Maya Territory" Visit our Culinary Experience tab for more information, or email us at reservations@suenostulum.com




Are special requests, such as gluten-free, vegan or raw meals manageable?


Yes!




Do I need to book in advance to visit the Tulum Ruins?


No.




Bookinng snorkeling trips in advance?


No, unless you are a large group we would recommend you get in contact with us.




Booking in advance for a Cenote?


No, but if you are a large group we recoment you notify us with us prior to your arrival.




Near by restaurants?


We have severaly walking distance recomendations for you. Ask at our Front Desk.




Are there any Yoga sessions available on site?


Yes! We usually have yoga classes 3 times a week, be sure to check our yoga schedule at reception.




Are there any ATM's available?


There are several ATM's located along the hotel strip.




Is there a close Pharmacy?


Yes! There are several walking distance Pharmacies.





Departure

When do I check-out?


Noon is checking out time. If your flight or transportation is later on the day, we can store your luggage in reception and you can continue using our premises.




Where can I get a copy of my invoice after departure?


You can send us an email to reservations@suenostulum.com and we will send it to you.




What should I do, if I lost or forgot something in my room?


Please contact us and we will try to send it back to you with an additional shipping cost.





Payment

How can I subscribe/unsubscribe to the newsletter?


Yes! you can always subsribe and unsubscribe from our newsletter. In order to subscribe to our newsletter look for the subscribe button on our Contact page. To unsubscribe from our mailing list, please click on the unsubscibe button at the end of the email.




Can I book without credit card?


No, we require a valid Visa or MasterCard as a guarantee for your reservation.




Is my credit card being charged at time of booking?


No. We will only charge based on our cancellation policy and or check out.




Which credit cards are accepted?


Visa and MasterCard. Amex is not accepted.




Currency $ ?


We recommend that you have both Dollars and Mexican Pesos. Most restaurants, tours and transportation services only take cash. We recommend having pesos giving that the exchange rate varies depending on the place or service.




Do you accept AMEX?


No, sorry only Visa and MasterCard.




Do you accept Paypal or Travellers Checks?


Sorry, we don't.





SUEÑOS TULUM - ECO MAYAN RESORT

Carretera Tulum - Boca Paila, Zona Hotelera Tulum Km 8.5, Tulum, Quintana Roo Mexico 77780 

Tel: (+52) 984 119 3484 | Cel: (+52) 984 745 0183 | Cel: (+52) 984 115 4338

Sueños Tulum 2020 - All Rights Reserved - Hotel PoliciesPrivacy Policy - Aviso de Privacidad - Music by: Jorge Reyes