1.-Is the Hotel located on the beach ?

Hotel La Tortuga is located 2 short blocks from the beach, and 7 blocks from Mamita’s Beach Club ( 10 minutes walk) and only 3 blocks from Zenzi Beach Club ( 5 minutes walk). Quinta Avenida is 1 block away.

2.- What does breakfast include?

One hot drink (tea or coffee), one cold drink and one main dish from the menu (from the ones that have the turtle next to it).

3.- Is the jacuzzi in the junior suites private?

Yes, all our regular junior suites and superior junior suites have a private jacuzzi, for exclusive use of the guests staying in the room.

4.- When are special offers available?

Our special offers are available year round except Christmas/New Year's.

5.- Can I apply more than one offer for the same reservation?

No, our special offers and discounts are only available individually; they cannot be added to the same reservation.

6.- What is the difference between the Standard and the Standard plus room?

Standard rooms: they have 1 queen or 2 queen beds or 2 single beds, and only 4 of them have a balcony.

Standard Plus: these rooms are larger and have 1 king bed or 2 queen beds, and all have balconies.

7.- What is the difference between the Regular Junior suite and the Superior Junior suite?

  •  Regular Junior suites: they have either 1 king bed or 2 queen beds, and a private jacuzzi either rooftop, on the covered balcony or in the bathroom. Some rooms have partial street view.
  • Superior Junior suites: all have 1 king bed and the jacuzzi is either rooftop or inside the room. All have pool view and are more spacious.

8.- What are the operation hours of El Bistro Restaurant?


  • Breakfast:                      7:00 – 12:00
  • Lunch :                         12:00 – 17:00  
  • Dinner :                         17:00 – 23:30  


9. What are the opening hours of Las Margaritas pool bar?

Every day from 1 pm to 11 pm; happy hour from 5-6 pm.

10.- Do you offer “All Inclusive” service?

No, our rates include breakfast, beach towels, sun beds and umbrellas at Mamita’s Beach Club (upon availability).

11.- Do you have Internet connection?

Yes, we offer our guests free use of the computer at Las Margaritas pool bar. We also offer free Wifi ; best connection is at the restaurant, pool area and on the balconies of the rooms with pool view.

12.- Do you have parking space?

As many small Hotels located downtown, we don’t have a parking space, but just across the street there is a private covered parking garage (Tendenza). Public rate is $20 USD per day, but our guests have a special rate of $10 USD available with a parking ticket (upon request and availability). The $10 USD will be charged per day to your Hotel bill. Please book the parking ticket in advance as we only have a limited number.

13.- We are renting a car at Cancun airport, how do we reach the Hotel?

From Cancun airport, please take the only highway south towards Playa (307), Driving into Playa you will go through various traffic lights, and intersections are indicated with big green signs. Go straight until you reach the exit that says "AVENIDA JUAREZ", one of the last. (Make sure you keep in the central lane as you will not be allowed to turn if you keep on the side lanes. Also keep on the left hand side of the central lane). Take a left at the AVENIDA JUAREZ light, and drive all the way along Avenida Juarez until the end, where you will be forced to take a left (one way street), upon meeting Avenida 10. Drive along Avenida 10 for about 10 blocks until on your right hand side, you will see us, corner with Calle (street) 14.

14.- What is the maximum number of people per room?

Most of our rooms have a king bed, with a maximum occupancy of 2 people; the rooms with 2 queen beds can accommodate up to 4 adults. 2 of our regular junior suites with open space can occupy up to 5 people.

15.- Is there a special rate for single occupancy?

The room rate is the same for single or double occupancy. From 3 to 5 people per room there is an extra charge per night ($20 USD + tax per person per night).

16.- What are front desk hours?

The hours are from 7 am to 11 pm;  should you arrive at night after 11 pm, there is a night guard that will give you the keys to your room, and in the morning you can check in at front desk.

17.- At what time can I check in?

Check in time: 3:00 PM - check out time: 12 noon. If you arrive in the morning and your room is available before 3:00 PM, we will check you in immediately. Otherwise, we will store your luggage and give you beach passes.

18.- At what time do we have to check out from the room?

Check out is at 12 PM noon; Should you wish to check out later, please contact front desk to check if the room is available for a late check out. The cost is $10 USD per hour. Should it not be available, you can check out at 12 PM, we will store your luggage, and we will provide you with towels and soap and shampoo for a shower at the bathroom by the pool.

19. Do you accept children?

Our Hotel is adult only, and minimum age for check-in is 17. Anyone less than 17 years of age will not be checked in.

20. Can we book tours and activities at the front desk?

Yes, please consult our webpage, the folder in your room, or our front desk staff.

21. Do you provide iron and iron boards?

Yes, should you need an iron and iron board, please contact our front desk.

22.- Is there a safe in the room?

There is a safe in each room, free of charge.  Please remember to keep the key with you, there is only one – no copy is available.  If you loose the key there is a $100 usd charge.

23.- Is there a gym or spa?

There is no gym at the hotel, but there are various ones in the area.  You can obtain more information from front desk.  Zen Eco Spa welcomes you next to the pool. All services available for an additional charge.  Opening hours 11 am to 7 pm. Treatments need to be booked in advance. Access is limited to hotel guests.

24.- I am not guest at the Hotel, can I use the swimming pool?

No, the common areas, swimming pool/solarium/bar are of exclusive use of our guests. The area of El Bistro Restaurant is open to the public.

25.- Is the private roundtrip transfer from the airport included?

No, the private roundtrip transportation has an extra charge.

26.- I’m leaving early, can I check out the night before I leave?

It is recommended that you do settle the bill the night before you leave.  Then when you actually leave, you can simply leave the room keys, safe lock and key and pool towels at the front desk with the security guard.

27.- Can I drink the tap water?

It is not recommended to drink the water from the faucet, however it is safe to use for brushing your teeth.  All vegetables are cleaned with purified water and the ice and drinks are prepared with purified water also.

28.- Where can I exchange currency?

The best rate is found in banks. There are also various Exchange Houses along 5th Avenue where you can exchange Euros, Pounds and USD for Pesos. Most shops and restaurants will accept USD, just make sure you check the exchange rate before buying and agree to it.

29.- How far is the Hotel from the Riviera Maya attractions?

  • Quinta Avenida in Playa del Carmen:                1 min. walk
  • ADO Bus station:                                           10 min. walk
  • UltraMar Ferry to Cozumel:                             10 min. walk
  • Chunzubul Beach:                                          0.6 miles
  • Coco Beach:                                                  1.8 miles
  • Punta Venado Beach club:                              3.1 miles
  • Xcaret Park:                                                   4 miles
  • Tres Rios Eco Park:                                       10 miles
  • Xpu-Ha Beach:                                               15.5 miles
  • Paamul Beach:                                              12.5 miles
  • Tulum archeological site:                                 37 miles
  • Dolphin Discovery:                                          12 miles
  • Cozumel Island:                                              45 min. by ferry
  • Cancún airport:                                               37 miles
  • Xel-Ha Park:                                                   34 miles
  • Puerto Aventuras:                                           12 miles
  • Puerto Morelos:                                              18.5 miles
  • Akumal beach and Yalku lagoon:                     22 miles
  • Coba archeological site:                                  40 mins drive from Tulum
  • Chichen Itza archeological site:                       2.5 hrs drive
  • SianKa'an Biosphere:                            1.5 hrs south of Tulum
  • Walmart :                                                      6 blocks
  • Comercial Mexicana:                                      4 blocks
  • Banamex bank:                                              1 block
  • Catholic Church:                                             1 block

30.- Bus/Ferry timetables:

Please verify all time schedules with the company – due to high or low season, some rides may be cancelled or new ones added.

  • Ferry Playa - Cozumel from 6.00 am to 11.00 pm every hour
  • Ferry Cozumel – Playa from 5.00 am to 10.00 pm every hour
  • ADObus Playa – Cancun airport starting 8.00 am until 6.00 pm every hour
  • ADObus Cancun airport – Playa starting 9.30 am until 8.30 pm every hour




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