Covid-19 Statement

FREQUENTLY ASKED QUESTIONS

FREQUENTLY ASKED QUESTIONS

  • What does the rate per night include?
    The taxes are not included in the rate or meals. It includes daily cleaning services and laundry, WiFi, A/C and Satellite T.V. Pool access, private security during the night, parking lot.

  • How can I make a reservation?
    By clicking the “Book Now” bar and selecting the check in/check out dates. Our search engine is linked and live-updated to our reservations system so it's 100% reliable. If you want to reserve two residencies, it is necessary to follow two different payment processes, one for each.

  • What is the Check in process?
    Once you have made a reservation; You will receive a confirmation e-mail from our Reservations Department, in which you will have to confirm the time you will arrive. All this with the objective to coordinate the Check in process (keys and information) with our Concierge. Please bring with you a copy of your payment it will be requested at the time of check in. You will also be asked to sign a voucher as warranty in case of damage.

  • Are there restaurants and/or stores close by?
    There are various stores and restaurants in town, we are located at 100 m. from Tulum´s main Avenue. The beach and Tulum ruins are 10 min. away and the supermarket is on the way to the beach 5 min. away from the residencies.

  • What are Cancellation Policies?
    The cancellation/reservation policy can be found at the "Reservations" tab and will also appear in your screen before proceeding with your booking payment as a reminder.

  • *We suggest to bring small bills to facilitate payments such as cab rides and small purchases.

  • *We also suggest a daily tip for house keeping of around 2 USD or 3 USD.

  • Do you accept credit cards?
    The deposit for your reservation is carried out via Paypal. Once you arrive at the residencies Visa or MasterCard (credit or debit) are accepted to pay the remaining balance.

  • Where is the closest ATM?
    The nearest ATM is inside the closest self-service store 100 meters from the residencies.

  • Are pets allowed?
    We are sorry but cleanliness and hygiene is one of our top priorities, we do not accept pets inside the facilities.

  • Is smoking allowed inside the residencies?
    Smoking is not allowed inside the residencies, only at the terraces and open areas.

  • What happens if there is a change on my itinerary that affects the time I will check in?
    Since the check in process is personalized, it is very important to notify our Concierge of any change that affects your time of arrival. Please contact us at: cocovillagereservas@gmail.com and/or whatsapp:

  • How do I get to the beach from the residences?
    Biking from Coco Village to Coco Tulum will no take more than 30 min, also you can just grab a taxi on the main Av. and be at Coco Tulum in less than 15 min!

To get to Coco Village Tulum by:

  • CAR
    Exiting from the Cancun Airport, turn right (south) towards the road to Playa del Carmen, Tulum and Chetumal. It will take you approximately 45 minutes to get to Playa del Carmen. Following the central lanes you can take the overpass on Playa del Carmen, which will save you 20 minutes. It is 65 Km. From Playa del Carmen to Tulum. Once you get to Tulum, keep going straight till you get to a gas station at the end of the Avenue on the left side (you will see a convenience store). Look at the location map for more details.

  • BUS
    You can ride a bus directly from the Cancun Airport. Once you have passed the luggage collection area look to your right (past the Tiki-bar) you should find the ADO booking office (consult Schedule on www.ado.com.mx). If your flight arrives past 6 p.m. we highly recommend to ask our Reservations Department for private transportation. Once you get to the ADO Bus Terminal in Tulum you can take a cab to Coco Village Tulum.

  • PRIVATE TRANSPORTATION
    If you want to make a reservation for private transportation, please contact our Reservations Department for them to take care of the process.

SERVICES
WiFi Connection
A/C
Satelital TV
Parking Zone
Hot water
Transportation from the airport
Tours
Car rental
Bike rental
Baby Sitters
Spa service
Daily cleaning
Wash and dry machines inside each residence

AMENITIES
Beach towels
Bathroom towels
Shampoo
Conditioner
Soap
Mouth wash
Shower gel