Frequently Asked Questions

General Information

What is the hotel address?

Carretera Cancun Tulum 307 Tulkal Chemuyil, 77774 Tulum, Q.R.

How do we contact the hotel for reservations or group sales?

Reservations: CUNCI.reservaciones@ConradHotels.com

Who owns the property?

Parks Hospitality Holdings

What did the hotel used to be called?

N/A

Arrival & Transportation

Is there an airport nearby? How do I get to the hotel from the nearest airport?

Tulum International Airport (TQO), just 40.6 miles away. Cancun International Airport (CUN), approximately 59.5 miles from our resort.

What is the cost to hire a cab or town car from the airport to the hotel?

$200 to $300 (private transportation only)

Is there a major train/bus station nearby?

N/A

What’s the best way to get around the city?

Request a Taxi by the Front Desk

What parking options are available at the hotel? Is valet parking offered?

Parking place available and included (no cost) with Valet Parking.

Can I leave my car in the parking garage after checking out? Will there be an additional charge?

Included, no extra charge

Is the hotel near public transportation?

No

How far is the hotel from the city center and key landmarks?

20 mins from Tulum Downtown and 35 minutes from Playa del Carmen.

Check-in & Check-out

What are the normal check-in and check-out times?

Check-in: 3:00 PM
Check-out: 12:00 PM
Minimum Age To Register: 18
Late Check-out Fee $80.00

How late can we check in? Can you check in early?

Based on availability. Request to Front Desk.

What is required to check-in?

Passport for international travelers, and ID for Mexicans. Credit Card for incidentals.

Will I be charged for an early departure?

Consult penalties and cancelation policy, based on rates, promotions and T&C.

Can I store my luggage before or after I check out?

Yes by the motor lobby with the Front Desk or Bellboys

What happens if I damage the guest room?

Charges will apply.

Rooms & Amenities

How many rooms does the hotel have?

349

What room options are available at the hotel?

Double beds and King Beds. Guestrooms, Suites, Governors, Presidential and Ceiba Rooms: https://www.hilton.com/en/hotels/cuncici-conrad-tulum-riviera-maya/rooms/

Do all rooms have private baths, minibars, and in-room technology?

Yes

Are there smoking rooms or designated smoking areas?

The resort is Non Smoking

Can I request additional amenities like ice, rollaway beds, or cribs?

Yes

Are there family rooms available?

Yes

Is the hotel accessible for guests with disabilities?

Yes

Can I purchase items from my room to take home?

Yes

Does the hotel offer housekeeping, laundry, or dry cleaning services?

Yes

Is there a shoe shine service?

No

How do I schedule a wake-up call?

Request to Front Desk or Concierge

Where can I securely store my valuables?

Safe available in all rooms

Dining & Services

Is breakfast included? What kind of breakfast is served at the hotel?

Not included. Breakfast buffet ar Arbolea. Serving 7 a.m. – 11 a.m.

What food & drink options are available at the hotel? Does the hotel have restaurants & bars on-site?

11 Restaurants and Bars

What are the dining hours, and are there vegan, vegetarian, or gluten-free options?

Food and beverage service 24/7

Does the hotel offer room service?

Yes

Are there popular restaurants or food delivery services nearby?

No

What activities and amenities are available at the hotel, such as a pool, gym, or fitness center?

5 pools, Spa, Kids Club, 11 Restaurants and Bars, Fitness Center, Ceiba Club, coffee shop

Is there a spa at the hotel? What services are offered?

Yes please refer to: https://conradtulumrivieramaya.com/spa/

Business Services

What services does the hotel offer for business travelers?

Business Center, Meeting rooms and Event Ballroom

Is there free Wi-Fi at the hotel? What is the Wi-Fi speed?

High Speed Wifi included.

Does the hotel have event or meeting spaces? What is the capacity, and are catering services available?

Yes please refer: https://conradtulumrivieramaya.com/meetings-events/groups/

Can I send a package to the hotel?

Yes

Does the hotel have a business center or coworking spaces?

No CoWorking Spaces

Policies & Payments

What is the Nonrefundable reservations policy and cancellation policy?

Cancellation policies may vary depending on the rate or dates of your reservation. Please refer to your reservation confirmation to verify your cancellation policy. If you need further assistance, call the hotel directly or contact customer service. Alternatively, you can cancel your reservation online.

What type of credit cards are accepted at the hotel? Will my credit card be charged when I make my reservation?

American Express, Visa and Mastercard only

Does the hotel require any kind of deposit prior to checking-in?

In some rates yes.

Can a third party pay for my reservation?

Yes

Does the hotel accept traveler’s checks as payment?

No

Does your hotel offer currency exchange?

No

Do kids stay free?

No

Is there a limit to how long I can stay?

No

Nearby Attractions & Activities

What should I do and see during my stay?

Explore Tulum and multiple other activities: https://www.hilton.com/en/hotels/cuncici-conrad-tulum-riviera-maya/things-to-do/explore-tulum/

Which popular attractions and venues are close to the hotel, and how far is the hotel from each?

https://www.hilton.com/en/hotels/cuncici-conrad-tulum-riviera-maya/things-to-do/explore-tulum/

Are there nearby hiking or outdoor activities?

Yes

Pets

Can I bring my pet to the hotel?

Only service dogs.

Environmental & Sustainability Practices

What sustainability practices does the hotel follow?

Refer to: https://conradtulumrivieramaya.com/resort/

Is the hotel eco-friendly?

Yes

Languages

Which languages are spoken by the staff at the hotel?

English and Spanish

Reviews & Testimonials

Where can I read reviews about the hotel?

https://www.tripadvisor.com/Hotel_Review-g25303625-d23608358-Reviews-Conrad_Tulum_Riviera_Maya-Chemuyil_Tulum_Yucatan_Peninsula.html

How can I leave a review for my stay at the hotel?

https://www.tripadvisor.com/Hotel_Review-g25303625-d23608358-Reviews-Conrad_Tulum_Riviera_Maya-Chemuyil_Tulum_Yucatan_Peninsula.html

General Information

Arrival & Transportation

Check-in & Check-out

Rooms & Amenities

Dining & Services

Business Services

Policies & Payments

Nearby Attractions & Activities

Pets

Environmental & Sustainability Practices

Languages

Reviews & Testimonials

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