FAQ

Frequently Asked Questions

Hyatt Vivid Grand Island Cancun

Is it all-inclusive?
Yes, the Hyatt Vivid Grand Island is an all-inclusive resort for adults.

Does it have beach access?
Yes, the resort has direct access to a private beach club.

What kind of rooms does it have?
The resort features elegant and spacious suites.

Does it have a spa?
They offer a Spa experience called “Revitalizing Sunset Massage for Couples”. Enjoy the massage at sunset in their exclusive cabin behind the pool terrace. This serene oasis is the ideal setting for relaxation and rejuvenation as the sun sets.
Important: They cater to only one couple each day, with experiences starting at 6 PM.

Does it have parking?
Yes, the resort offers free parking for guests.

Does it have airport transportation?
Yes, the resort offers airport transportation for guests.

Is it accessible?
Yes, the resort offers accessibility for people with disabilities.

What does the all-inclusive experience include?
The all-inclusive experience includes: 24/7 dining options, room service, minibar, Wi-Fi, unlimited drinks, and cultural experiences.

Can I check in early or late?
Requests for early check-in or checkout are honored as space permits. If the hotel you are visiting is full, they may be unable to grant your request. However, you are invited to store luggage and enjoy the facilities until your room becomes available.

What if I have to check out of the hotel prior to my scheduled departure date?
Early departure fees may apply for checking out prior to your scheduled departure date. For specific details regarding these potential fees, please check with a Hotel Host or contact them prior to your arrival.

Will I be charged a night’s stay if I arrive late or miss my arrival date?
Reservations that have been guaranteed with a credit card and/or deposit are held for you until arrival. If you do not arrive at the hotel on your scheduled arrival date, cancellation policies will apply. Please contact them for additional information about your reservation.

How can I contact Hyatt Guest Care Support?
To contact Hyatt Guest Care Support, please fill out their online form or call them at (800) 323-7249 or (402) 592-6465.

What are the nearby attractions?
The resort is ideally located near various attractions, including nice shopping malls, restaurants, night clubs, and places like Isla Contoy National Park, Ixlaché Reef, Isla Mujeres, and Holbox Island, offering guests opportunities for excursions, sport fishing, diving, and more.

Any suggestions about tipping? Should I bring pesos? How much should I tip?
Travel in Mexico is all about amazing service, so many guests choose to tip for exceptional service. Small tips for housekeeping, bartenders, and servers are appreciated and can enhance your service experience. Bringing some cash in smaller (ones and fives) denominations is a good idea for this purpose.
More on tipping culture in Mexico

Do they have good WiFi at the hotel?
Yes! They have WiFi throughout the resort.
Extra tip: If you have T-Mobile, you probably have Mexico data included.

Is it safe to drink/bathe/brush your teeth with tap water?
We get many questions about tap water safety. The best advice is to avoid tap water and only consume bottled water provided by the hotel. Resort tap water is generally filtered, but bottled water eliminates any risk. Using tap water to brush your teeth is fine, and the ice is made with bottled or purified water.

What’s the vape situation in Mexico?
By law, you can’t import any vape products to Mexico. Customs agents have discretion when interpreting the import rules.
More info here

How is the weather?
Cancun enjoys a tropical climate with warm temperatures and plenty of sunshine year-round. However, there are distinct seasons with varying weather patterns:

• High Season (December to April):
  Dry, sunny, and warm, with average temperatures ranging from 75°F to 85°F (24°C to 29°C).
  Ideal for: Beach activities, water sports, and exploring ancient Mayan ruins.

• Shoulder Seasons (May to June and September to November):
  Warmer and more humid, with occasional rain showers. Temperatures range from 80°F to 85°F (27°C to 29°C).
  Ideal for: Budget travel and enjoying fewer crowds.

• Low Season (July to August):
  Hot and humid, with frequent rain showers and potential for tropical storms. Temperatures can reach up to 90°F (32°C).
  Ideal for: Less crowded beaches and potential for discounted rates.

Important Considerations:

• Hurricane Season: June to November (less frequent in recent years).

• UV Index: High year-round – use sunscreen and protective clothing.

Is it true that the rooftop pool will only be for Vantage guests?
Starting November 15, 2024, access to the rooftop pool and swim-up bar will be exclusive to the Vantage Club. Guests with reservations made before this date will still have access.

To ensure your access, please email the reservations team at Ilse.barron@hyattvividresorts.com so they can add a note to your reservation.

Vantage Club guests will also enjoy:

• Personalized concierge service

• Premium liquor/bottle service

• Exclusive access to breakfast and lunch at Oishii, the rooftop restaurant

Note: Gym facilities and Oishii for dinner remain open to all guests.

Planet Hollywood – Frequently Asked Questions

1. What’s the vape situation in Mexico?
By law you can’t “import” any vape products to Mexico. Customs agents are free to interpret “import” as they see fit.
If you want to know more about it, please check this:
https://caballerosvacations.com/…/a-detailed-guide-to…/

2. Do they have good WiFi at the hotel?
Yes! They have WiFi all over the resort.
Extra tip: If you have T-Mobile, you probably have Mexico data included.

3. How is the beach?
The beach at the resort is really nice and swimmable. Plenty of chairs, clean gorgeous sand. Depending on the time of year, you may see sargassum, but the resort tries to keep it very clean.

4. How is the night entertainment?
They have different shows and activities every night. You’ll find boards around the resort telling you what’s going on throughout the day and week. Entertainment is available on both the adult and family sides.

5. What are the activities for kids and teenagers?
They offer a variety of activities and entertainment for teens, like mini golf, night shows, and pool contests. There’s also a Planet Play arcade (extra fee), the Hollywood Fast Drivers ride, and the FlowRider.

6. Do they have designated smoking areas?
Yes, there are designated smoking areas around the resort.

7. Is it possible to book two or more rooms next to each other?
If you request it in the app or upon arrival, availability is not guaranteed. It’s quite difficult to secure adjacent rooms. Instead, consider booking a Producer Room or Director Room—large suites with multiple bedrooms and shared living areas, ideal for families.

8. Is it safe to drink/bathe/brush teeth with tap water?
It’s best to avoid drinking tap water. Use only bottled water provided by the hotel. The tap water is filtered, but it’s safer to drink bottled. Brushing your teeth with tap water is fine, and ice is made from purified or bottled water.

9. Is it worth upgrading to Star Class?
Most travelers say yes! Star Class offers a heated pool, prime locations, and top-tier service. Concierge handles restaurant reservations and helps secure pool/beach seating. If it’s in your budget—go for it!

Secrets Playa Blanca Costa Mujeres – Frequently Asked Questions

1. How many rooms are there at Secrets Playa Blanca?
The resort features 507 smoke-free suites with various views (tropical, ocean, and oceanfront). Room types include Junior Suites, Preferred Club Suites, and Presidential Suites, with features like swim-out access, spacious terraces, and ocean views.

2. Where is Secrets Playa Blanca located?
Costa Mujeres, 12 miles north of Cancun – about a 35-minute drive.

3. When did Secrets Playa Blanca open?
The resort officially opened in February 2024.

4. Is all construction now complete?
Yes. The spa, gym, and theater are all open.

5. Is the Preferred Club worth it?
Many guests enjoy the Preferred Club for its personalized check-in/out, exclusive lounge and beach bar, upgraded mini-bar and amenities, and better room locations closer to pools and the beach.

6. What are the features of the Preferred Club?

• Personalized check-in and check-out

• Afternoon hors d’oeuvres

• Premium desserts and liquors

• Lounge and beach bar access

• Butler service

• Exclusive dining at the Preferred Club beach restaurant

• Upgraded mini-bar and bath amenities

• Great views from Preferred buildings

• One free hydrotherapy session

7. Is there drink service at the swim-up rooms?
No, there is no direct drink service to the swim-up sections.

8. What dining options are available?
Nine venues: six à la carte restaurants, a buffet, a café, and a grill.

9. What activities are offered at the resort?
Pickleball, beach volleyball, dance lessons, yoga, snorkeling, kayaking, tennis, water sports, and themed nights.

10. Are there pickleball courts?
Yes, with court reservations through the entertainment staff. Rackets available.

11. Are small dogs allowed?
Yes. One dog under 22 lbs (10 kg) per room is allowed for $65 USD per night. Restrictions apply.

12. Are there golf options nearby?
Yes, guests receive discounted green fees at Playa Mujeres Golf Course.

13. What is included in the Unlimited-Luxury® package?

• Gourmet dining and top-shelf spirits

• 24-hour room and concierge service

• Pool/beach wait service

• Daily activities and nightly entertainment

• Free Wi-Fi

14. What amenities are in the rooms?
Private balcony/terrace, stocked mini-bar, hot tub, rain shower, robes/slippers, satellite TV, Wi-Fi, and more.

15. What water sports are available?
Snorkeling, paddleboarding, kayaking, catamaran sailing, jet skiing, and more.

16. Are there wedding and event options?
Yes. Venues host up to 400 guests, including beach and rooftop settings.

17. Is there an app for resort information and activities?
Yes. Download the Hyatt Inclusive Collection app for schedules and menus:

• iOS: App Store link

• Android: Google Play link

18. Where can I see a map of the resort?
Resort Map on Facebook

19. Do Preferred Club guests get free hydrotherapy?
Yes. One free hydrotherapy session per stay (reservation required).

20. How can I contact the resort directly?

• Reservations: Fernando Lopez – luis.lopez@secretsresorts.com

• Concierge/Requests: Jonathan Lopez – jonathan.lopez@secretsresorts.com

21. Is this resort only for couples?
It’s adult-focused and ideal for couples, but singles and groups will also enjoy it.

22. Do swim-up rooms connect to a main pool?
No. Swim-up rooms connect only to others in the same building.

23. What are the nearby attractions?
Isla Contoy National Park, Ixlaché Reef, Isla Mujeres, Holbox Island, Playa Mujeres Golf Course – great for excursions, diving, and fishing.

24. How many pools are there?
Four total: two infinity pools (one for Preferred Club guests), a social pool, and a jungle pool.

25. Any tips on tipping? Should I bring pesos?
Yes. Tipping for great service is customary. Bring small denominations (USD or pesos).
Learn more about tipping

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Contact Info
📍 Secrets Playa Blanca Costa Mujeres
Lote RTH-7-PM-II, Lote 1, Mza I, SM3 Playa Mujeres, Quintana Roo 77400, México
📞 1.833.293.8785
📧 General: sales.sepbc@secretsresorts.com
💍 Weddings: weddings.sepbc@secretsresorts.com
👥 Groups: groups.sepbc@secretsresorts.com

Ocean Riviera Paradise – Frequently Asked Questions

General Information & Reservations

1. What is included in the all-inclusive package at Ocean Riviera Paradise?
Meals and snacks at restaurants and bars, domestic and international drinks, pool and beach access, daily activities, nightly entertainment, and non-motorized water sports. Inclusions may vary—check with the resort for the latest.

2. How far is the resort from the Cancun International Airport (CUN)?
About 50–60 km (30–37 miles) south. Transfer time is typically 45–60 minutes by car.

3. Does the resort offer airport transfers?
Yes, often included with certain booking packages. Confirm details when booking.

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Rooms & Amenities

4. What types of rooms are available?
Deluxe Rooms, Junior Suites, Privilege Junior Suites, and family-friendly options with varied views and amenities.

5. Does the resort have Wi-Fi? Is it included?
Yes. Basic Wi-Fi is typically included; premium may cost extra.

6. Are there pools and a beach area?
Yes. Multiple pools (including kids’ and adults-only) and beachfront access.

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Dining & Activities

7. How many restaurants and bars are there?
Various options: buffet, à la carte (e.g., Italian, Japanese, Mexican), and several bars (pool, beach, lobby). Check the website for the full list.

8. What entertainment is available?
Daily programs, non-motorized water sports, live music, shows, themed parties, and a kids’ club.

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Other Important Information

9. Is there a dress code for restaurants?
Some à la carte restaurants require resort casual attire. Avoid swimwear, tank tops, and flip-flops at dinner.

10. Are there special services for honeymoons or anniversaries?
Yes. Options may include upgrades, romantic dinners, spa treatments, and decor. Contact the resort in advance.

11. Are there nearby pharmacies?
Yes, in Playa del Carmen (short taxi ride). Resort staff can help arrange transportation.

12. Are there stores like Walmart nearby?
Not directly adjacent, but Playa del Carmen has Mega Soriana, Chedraui, and others. Smaller convenience stores are closer.

13. How is the beach?
Generally beautiful but may have seasonal seaweed. The resort cleans regularly. Some erosion reported—check recent reviews for updates.

14. What is the “El Beso” section?
An adults-only area with exclusive amenities: private pool, beach area, upgraded dining. Ideal for couples.

15. What’s the weather like year-round?

• Dry Season (Nov–Apr): Sunny, mid-70s to low 80s °F

• Wet Season (May–Oct): Humid, rainier, mid-80s to low 90s °F

• Hurricane season runs June–Nov (highest risk in late summer/fall)

16. Are the pools heated?
Some may be heated, mainly in cooler months. Confirm with the resort.

17. Where can I find the activities schedule?
Usually provided at check-in, concierge, lobby, or through the resort’s app (if available).

18. How do I make restaurant reservations?
Typically through the concierge or at reservation desks upon arrival. Some allow app or website booking.

19. Where can I download the official app?
Search for “H10 Hotels” in your device’s app store (iOS or Android), or check the resort’s website.

Hilton Cancun Mar Caribe – Frequently Asked Questions

Reservations & General Information

Q: What is included in the all-inclusive package?
A: Meals and snacks at various restaurants and bars, unlimited beverages (alcoholic and non-alcoholic), access to pools and beaches, daily activities, nightly entertainment, and some non-motorized water sports. Confirm specific details with the resort.

Q: Are there any age restrictions for children staying free?
A: Hilton often runs promotions allowing children to stay free. Check the website or contact the resort for current terms.

Q: What are the check-in and check-out times?
A: Check-in is usually at 3:00 PM; check-out is at 12:00 PM. Early/late options may be available upon request.

Q: Is Wi-Fi available, and is it free?
A: Yes, it’s generally included throughout the resort.

Q: Is parking available?
A: Yes, parking is typically available and may include valet. Confirm any fees.

Q: What types of rooms are available?
A: Options include standard rooms, ocean-view suites, and family rooms. Contact the resort for specific amenities.

Q: What is the cancellation policy?
A: It varies by rate type. Review your booking details carefully.

Q: What are the benefits for Hilton Honors members?
A: Possible perks include discounts, room upgrades (subject to availability), and points accumulation.

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Dining & Drinks

Q: How many restaurants and bars are there?
A: Multiple options are available. Visit the official website for up-to-date details.

Q: Do à la carte restaurants require reservations?
A: Some do, especially during high season. Reserve early via concierge or upon arrival.

Q: Are dietary restrictions accommodated?
A: Yes, notify the resort in advance.

Q: Is there a restaurant dress code?
A: Some venues may require casual-elegant attire. Confirm at check-in or when reserving.

Q: What are the restaurant hours?
A: Hours vary by season and venue. Check locally upon arrival.

Q: Are there other dining options?
A: Yes, including bars and lounges like poolside and live music spots.

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Activities & Amenities

Q: What activities are offered?
A: Pools, water sports (non-motorized included), fitness center, kids’ club, and nightly entertainment.

Q: Is there a kids’ club?
A: Yes, supervised activities are available for various age groups.

Q: Does the resort have a spa?
A: Yes. Services are available for an additional fee.

Q: Are motorized water sports included?
A: No. They’re available for an extra cost.

Q: What entertainment is available at night?
A: Options may include live music, shows, and themed nights.

Q: Can excursions be booked through the hotel?
A: Yes. You can book tours to places like Chichen Itza, Isla Mujeres, or Cozumel.

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Room & Facilities

Q: What amenities are in the rooms?
A: AC, minibar, coffee maker, flat-screen TV, and private bathroom with toiletries.

Q: Are accessible rooms available?
A: Yes, but request one when booking.

Q: Are baby amenities provided?
A: Yes. Cribs, high chairs, and similar items are usually available on request.

Q: How often is housekeeping provided?
A: Daily. Additional cleaning can be requested.

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Transportation & Location

Q: How far is the resort from Cancun International Airport (CUN)?
A: Around 15–20 minutes by car, depending on traffic.

Q: Is airport transportation offered?
A: Possibly, depending on your package. Confirm with the resort or agent.

Q: What other transportation is available?
A: Taxis, private shuttles, and buses are common alternatives.

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General Recommendations

Q: Should I book in advance?
A: Yes, especially during peak seasons. Reserve accommodations and dining early.

Q: Where can I find reviews?
A: Check major travel sites for updated guest feedback.

AVA Resort Cancun – Frequently Asked Questions

Why choose AVA Resort Cancun?
AVA Resort Cancun is a place beyond reality. It offers VIP treatment and an all-inclusive experience, which means everything from in-room top-shelf drinks to nightly entertainment, a kids’ club, and fine dining is included in your stay.

Is it OK for the kids?
Yes! From special room service menus for children to game rooms and organized family activities, the Kids Club is exclusively designed for kids and included in their stay. They also offer a nanny service if you’d like some time alone.

What’s included?
5-star oceanfront accommodations, casual and à la carte dining, beverages (alcoholic and otherwise), 24-hour in-room service, land and non-motorized water sports, fitness center, pool and beachside service, daily activities, nightly entertainment, free Wi-Fi (in-room & resort-wide), free parking, and gratuities.

What’s not included?
Spa treatments, tours, golf caddies (optional and must be requested 24 hours in advance; $50 USD), medical assistance**, shop items, transportation*, and beauty salon services.
Note: Medication and doctor consultations are charged if necessary.

Can I schedule a massage on the website before or during my stay?
Yes. You can book your massage by emailing vacationmakers@avacancun.com or visiting The Spa directly.

What activities does the hotel offer?
Entertainment for all ages, including fitness, sports, and both land and water activities.

Does your facility offer wheelchairs?
Yes. Complimentary wheelchairs are available based on availability. For a motorized scooter, email prearrivalconcierge@avacancun.com with 48 hours’ notice. Charges apply.

Tobacco Control in Mexico
In light of the official decree modifying the General Law for Tobacco Control in Mexico, AVA Resort Cancun ensures guest safety and well-being. Learn more on-site.

What time is check-in and check-out?
Check-in: 3 PM (local time)
Check-out: 12 PM (local time)

Can I request an early check-in?
Yes. Early check-in may be requested and will be accommodated if available.

Do you allow pets?
AVA Resort Cancun is not a pet-friendly resort, but service and assistance dogs are welcome. Contact guestservice1@avacancun.com for more information.

Mexico Travel Tips

How safe is Mexico City for tourists?
Mexico City has made significant improvements in safety for tourists. We recommend staying in well-traveled areas, using official taxis or ride-sharing apps, and following common safety precautions. Our tours are designed with safety in mind, guiding you through secure routes and providing local insights.

What should I pack for my trip?
Comfortable walking shoes, light layers for fluctuating day and night temperatures, a hat, sunglasses, and sunscreen are essential. Also, remember to bring a refillable water bottle and a power adapter if needed.

Do I need to speak Spanish to enjoy my visit?
While knowing some Spanish can enhance your experience, it is not necessary. Our guided tours are available in English, and many locals in tourist areas speak English.

What are the must-visit attractions in Mexico City?
Zócalo, the Frida Kahlo Museum, Teotihuacan Pyramids, Chapultepec Park, and the Palace of Fine Arts. Each site offers a unique glimpse into the rich history and vibrant culture of Mexico.

What culinary experiences shouldn’t I miss?
Mexico City is renowned for its cuisine. Don’t miss trying tacos al pastor, tamales, and churros. Also, explore local markets like La Merced for a taste of authentic Mexican street food.

How long does it take to get from Mexico City (CDMX) to Teotihuacán?
It takes approximately 45 minutes to an hour.

What can be seen at Frida Kahlo’s house, also known as Casa Azul?
Her works are not on display there. You can literally see her furniture and some of her personal belongings.

What is the climate like in Mexico City?
The climate is usually warm. However, during the winter season, temperatures can drop to 32°F, so a light jacket is recommended.

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Taking a Bike Ride in Mexico City

Renting a bike in Mexico City is incredibly easy—just download a bike-sharing app like EcoBici, and you’re set to explore the city at your own pace.

The city’s efforts to maintain the cleanliness of its vibrant downtown area are truly impressive, with seasonal flowers and plants, like the poinsettias seen in the picture, adding eye-catching beauty to every corner.

Riding through Chapultepec Park and along Paseo de la Reforma is particularly enjoyable, thanks to the extensive network of bike lanes that make cycling safe and convenient.

It’s an excellent way to experience the city’s charm without getting stuck in traffic, offering a more immersive and eco-friendly way to explore.

Ocean Riviera Paradise – Frequently Asked Questions

General Information & Reservations

1. What is included in the all-inclusive package at Ocean Riviera Paradise?
Meals and snacks at restaurants and bars, domestic and international drinks (alcoholic and non-alcoholic), pools and beach access, daily activities, nightly entertainment, and non-motorized water sports. Always confirm specifics directly with the resort.

2. How far is the resort from the Cancun International Airport (CUN)?
Approximately 50–60 km (30–37 miles) south of the airport. Transfer time is around 45–60 minutes.

3. Does the resort offer airport transfers?
Yes, often included in direct bookings. Confirm transfer availability and pricing when reserving.

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Rooms & Amenities

4. What types of rooms are available at Ocean Riviera Paradise?
Deluxe Rooms, Junior Suites, Privilege Junior Suites, and family options. Variants include ocean/garden views and different bed setups.

5. Does the resort have Wi-Fi? Is it included?
Yes. Basic Wi-Fi is typically included; premium high-speed Wi-Fi may cost extra.

6. Are there pools and a beach area at the resort?
Yes. Multiple pools including children’s and adults-only pools, plus direct beach access.

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Dining & Activities

7. How many restaurants and bars are there?
Multiple buffet and à la carte restaurants (Italian, Japanese, Mexican, etc.), plus pool, beach, and lobby bars. Check the official site for a current list.

8. What activities and entertainment are offered?
Daily programs, live music, shows, themed parties, water sports (non-motorized), and a kids’ club.

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Other Important Information

9. Is there a dress code for the restaurants?
Some à la carte restaurants may enforce a resort casual dress code (no swimwear, tank tops, or flip-flops).

10. Does the resort offer services for special occasions?
Yes—honeymoon and anniversary packages may include room upgrades, decorations, romantic dinners, spa treatments, and more.

11. Are there pharmacies near Ocean Riviera Paradise?
Yes, in Playa del Carmen (a short drive away). Staff can assist with transportation or directions.

12. Are there stores like Walmart nearby?
Yes—Mega Soriana, Chedraui, and others in Playa del Carmen. Some smaller convenience stores are closer to the resort.

13. How is the beach at the hotel?
Generally beautiful. Some seasonal seaweed is possible (especially spring to early summer). The resort maintains the beach regularly. Some areas may be narrower due to erosion—check recent reviews for current conditions.

14. Who is the “El Beso” section geared towards?
Adults only. Designed for couples with access to private pools, dedicated beach areas, upgraded dining, and personalized service.

15. What is the weather like throughout the year?

• Dry Season (Nov–Apr): Sunny, low humidity, mid-70s to low 80s °F (mid-20s to low 30s °C)

• Wet Season (May–Oct): More humid and rainy, mid-80s to low 90s °F (high 20s to mid-30s °C)

• Hurricane season: June 1 – November 30, with peak risk in late summer/fall

16. Are the pools heated?
Some may be heated seasonally. Confirm directly with the resort.

17. How can I see the activities schedule?
Available at check-in, the concierge desk, or sometimes via a resort app.

18. How can I make restaurant reservations?
Upon arrival through concierge or reservation desks. Some resorts also allow bookings via app or website. Reserve early for best availability.

19. Where can I download the official resort app?
Search “H10 Hotels” in the App Store (iOS) or Google Play (Android), or visit the official website.