Frequently Asked Questions

These were written and answered by Anne based on her personal experience and research. Please verify accuracy with the hotel.

Where is the resort located?

About 50 minutes south of Cancun, 20 minutes south of PDC. Refer to the Map.

What kinds of rooms are available?

Standard (one king bed or two doubles), Jr. Suite (same as standard with pullout couch in sitting area), Mayan suites/Cabanas (see below) Limited number of family suites (Suite & Jr. Suite). In the White Sand & Riviera there are Jr. Suites, Suites and Cabanas.

Can a room accommodate five people?

Yes in some Jr. suites or a suite and a connecting Jr. suite (White Sand & Riviera).

What amenities do the rooms contain?

Self-programmable safe, hair-dryer, mini-fridge with water, soda & beer-(Stocked daily), satellite TV, Iron, ironing board, tubs, shower, A/C with card access.

Check In & Check Out

There are courtesy rooms available for showering and changing for no additional charge.

What is the electrical voltage?

The AC and electricity in the room is activated through the use of a room card key. In order to conserve energy, the electricity goes off when you remove your room key and leave the premises. The AC also goes off if you open your slider door.

What are the laundry services?

The hotel provides next day laundry/pressing/dry cleaning services. However, this is charged per item per service, i.e. washing one cost, pressing another. It is advisable to pack accordingly or to use the Laundromat in Akumal.

Phone Service

There is a phone connection fee of $5 for ALL calls from your room (including 800 #s). It is advisable to buy a phone card in the lobby for use with the phones there, buy a Ladatel phone card in town or use your cell. Some cells do work in the area including Verizon but you must have it activated at home before you leave.

Internet Service

There are computers available for a cost in the Sports Bar. Half hour increments. Pay via pesos or CC. Royal guests have their own internet area for no cost, including an internet outlet in their rooms.

There is free WiFi connections in each lobby.

Currency

You may change your currency for pesos at the front desk 24 hour per day. You will get a better rate at the ATM outside of the Colonial lobby. There is also an ATM in the White Sand lobby. Note: All services at the hotel require payment in pesos.

Medical Service

There is a doctor on site 24 hours per day. The hotel is part of an organization called HOSPITEN which is affiliated with a state of the art hospital in PDC and Cancun.

What are the differences between the resorts?

Not a lot of difference. See map of resorts. Guests can use amenities for all resorts except the Royal Riviera which is for those guests only. The buffets are the same and amenities are equi-distance. The new sides have bridges not found on the C/K side.

Types of Rooms

The types of rooms at the Riviera are exactly the same as in the White Sand. There is an area at the Riviera called "The Royal Suites". 69, 70, 71, 72. The Royal Suites are three buildings of Jr. Suites and Suites, exactly the same as the other buildings, and with a double jacuzzi by the terrace (both Riviera and White Sand have real jacuzzi and not hydro massage tubs as the Colonial and Kantenah) and all the Mayan Suites of the Riviera are located in the Royal Suites Section. The Royal Suites section is only for adults. Only guests staying there are allowed to use the facilities there.

They are different from the ones at Colonial and Kantenah but they will be also only for adults. Kayaks included.

Some companies will have a certain amount of these rooms for families and the rest just for two people but the rooms are exactly the same. Not all tour operators will work in the same way as this is their own criteria.

Types of Rooms at White Sand & Riviera

Can I make a room request before I leave?

Yes, see resort contacts page for information.

Upgrades are available based on occupancy and availability as follows:

GP Colonial & Kantenah

GP White Sand & Riviera

Note: Suite's between the resorts are different. The suite's at the Col/Kan are larger. Size is like two Junior Suites in size.

What A La Cartes are available?

All guests have access to unlimited ala cartes. The Royal guests may reserve ahead of time through Guest Services. Any party of ten or more must select a fixed menu for their group 24 hours in advance.

Beach BBQ

Usually held on Fridays. In high season it is held on Fridays & Wednesdays.

What non-motorized water sports are available?

Kayaks, hobie cats, sunfish, scuba lessons in pool, snorkeling equipment.

What is the on-site dive shop? Is it a separate company? What does it offer?

Scuba Caribe, yes separate company from Palladium. Scuba diving, deep sea fishing, snorkel tours, motorized water sports all for an additional fee. www.scubacaribe.com

What other non-water sports are available?

Land and water aerobics, pool and beach volleyball, table tennis, dancing lessons, darts, archery, riflery, min-golf, tennis (6 courts), badminton, Spanish lessons. The new multi-purpose sports court offers volleyball, football, basketball, soccer pitch with artificial grass and a mini soccer pitch with artificial grass.

Is there a fitness center & Spa?

Large Gym with two different areas: one offering a variety of weight lifting machines and the other for aerobics. Lockers and dressing rooms offered. Sauna, Jacuzzi , Steam Bath.

The exquisite marble spa is huge and is probably one of the most spectacular spas in Mexico. The spa features winding pools, whirlpools, 17 indoor massage cabins, outdoor massage cabins (great for midnight massages), Spa treatments available for an additional charge at Renova Spa. Different cosmetic treatments and massages, Hairdresser, Eco Meditation, Temascal 'Mayan Sauna,' Foot bath, Cold bath and Balinese Bath.

Is there a kids club? Ages?

Yes, enclosed Club El Rancho near the pool and main beach. Kids 1 – 12 are welcome from 9 – 11 pm daily. (See kids schedule) Fort Fiesta has a playground, painting/craft area, VCR for movies. There is also a shallow kiddy pool and kiddy floats. Kids eco-tours of the resort are included. Evening programs begin in the Theater for kids at 8 pm.

There is now a new Black and White Junior Club for teens located at the old Spa site in Kantenah.

Is there a sport's bar?

Yes, the sports bar is off the Colonial lobby and shows major sports events.

Is the water safe to drink?

Yes. The resort brochure indicates that the water is purified via an osmosis purification system and is safe. Bottled water is provided in the mini-fridges.

Does the Resort Provide Day passes?

Day Pass:

Night Pass:

You do not need to pre-book, upon arrival ask at front desk.