CASA TORTUGAS

Please follow these rules to ensure a safe and pleasant stay for everyone.

Upon Arrival & During Your Stay:

• Virtual Reception via WhatsApp from 9:00 AM to 6:00 PM is our only communication channel during your stay. For emergencies after hours, use the emergency button at the lobby entrance or write in the Virtual Reception.
• FAQs: For your convenience, please read these FAQs before reaching out.
• No visitors. For security reasons, only registered guests are permitted on the property. We kindly ask that no outside visitors be brought in.
• Please rinse off any sand before entering or using the pool. A hose is available inside the entrance gate on the right.
• Late Check-in after 9:00 PM is possible; a $29 USD fee applies for having a staff member waiting. For arrivals after midnight, an optional tip to the staff member is appreciated.
• Housekeeping is provided every 4th day for longer stays.
• Limited parking on-site. Additional public parking across the street at Playa Tortugas. Please avoid parking on neighboring properties—unauthorized vehicles may be towed.

Security Rules:

• Keep the entrance gate and wooden door closed at all times when entering/leaving.
• No glass containers on the ground floor or in the pool area.
• No swimming in the lagoon due to possible presence of crocodiles.
• Children must be supervised by an adult at all times.

Respect & Conduct:

• No music, parties, or ball games in pool or common areas.
• Do not hang clothes or towels on balconies. Any such items found will be removed immediately.
• All suites are non-smoking. A $100 USD cleaning fee applies if smoking is detected inside.
• No spring breakers. Family-oriented property, designed to offer a peaceful and respectful environment.
• No pets.
• No drugs permitted on the property. Police enforcement is strict -avoid any legal trouble.

Hours & Facilities:

• Pool: daily from 8:00 AM to 8:00 PM. Pool towels must remain on the property. $50 USD replacement fee for missing towels. (No beach towels provided.)
• Quiet Hours: after 10:00 PM.
• Check-IN: 3:00 PM.
• Early Check-IN (10:00 AM–3:00 PM) if your suite is ready. Free luggage storage available.
• Check-OUT: 11:00 AM.
• EARLY Check-OUT: before 9:00 AM please drop the access key cards on the express Check-Out mailbox near the lobby and make sure both, entrance gate and entrance wooden door, remain close on your way out.for security to everyone. Thanks !

No. Only registered guests are allowed on the property.   For safety, privacy, and comfort of our guests, visits from friends, relatives, or any other outside guests are not permitted.

We aim to maintain a safe, peaceful, family-oriented, and respectful environment for all our guests.

Thank you very much for your understanding.

Yes. To speed up your arrival, please complete your details in advance:

Online Check-in available here.

Check-IN: 3:00 PM to 9:00 PM.

Early Check-IN: may be possible if your suite is clean and ready (free for direct bookings).

Late Check-IN is possible with prior notice; a $29 USD fee applies to arrange a staff member to be waiting for you.

Check-OUT: 11:00 AM. If your flight departs late at night, we recommend booking an additional night for comfort.

No. Check-OUT is at 11:00 AM.

Sometimes, if requested on your departure date and possible (not always), we can gladly extend the check-out time from 11:00 AM to 12:00 PM (noon) — allowing you to enjoy a more relaxed morning before departure. 😊👍

Please note that if the late check-out until 12:00 PM (noon) is granted, our cleaning staff will need to enter the suite shortly after this time to have enough time to clean and prepare it for our next guest’s arrival.

For guests with evening flights, we recommend booking an extra night in advance to enjoy the day comfortably — with full access to your suite, kitchen, bathroom, and bed until departure time.

Unfortunately, we do not have public showers or guest bathrooms available in common areas. There is a small staff bathroom near reception, but it is not designed or equipped for guest use.

We do, however, offer complimentary luggage storage until 6:00 PM. Guests are welcome to leave their bags and return later in the day to pick them up before heading to the airport. ✈️🧳

Thank you very much for your understanding.

Not directly, but we highly recommend using this trusted independent transportation service used by other guests (please book at least 24 hours in advance).

You may reserve with us or any other company you prefer — but please do not arrive without a confirmed transfer.

Last-minute taxis at the airport tend to be expensive, and UBER pickups are not permitted (only drop-offs).

Book your airport transfer here.

Yes. On arrival we can help you book tours, table reservations, and boat rentals. Meanwhile, check our suggestions:

Book here directly.

Every 4th day for longer stays (trash removal, bed made, and fresh towels if needed).

We have implemented this schedule out of respect for our guests’ privacy, customs, and personal preferences. Many travelers today prefer fewer staff interactions, while our cleaning standards remain at the highest level since COVID.

If you would like a housekeeping service before the scheduled day, please let us know 24 hours in advance via our Virtual Reception between 9:00 to 17:00 hrs so we can program it accordingly for the next day.

Pool towels: Yes. They must remain on the property and should not be taken to your room or outside. You can find them on your way to the pool; please return them to the same spot after use.

Beach towels: Not provided. A $50 USD replacement fee applies if pool towels are taken outside the property or not returned.

No. All suites are non-smoking. Smoking is allowed only in designated outdoor areas. A $100 USD deep-cleaning fee applies if smoking is detected inside the suite.

Sorry, pets are not allowed to maintain comfort and cleanliness for all guests.

We generally do not recommend renting a car in Cancun because parking can be limited and inconvenient. The local bus system is safe, efficient, and runs every 3 minutes by day and every ~10 minutes overnight, 24/7.

Cancun’s Hotel Zone is a 25 km-long island with one main road — very easy to navigate. You can hop on and off anywhere you like: malls, beaches, restaurants, or nightlife.

To return, simply get off at the bus stop called “Playa Tortugas.”

Yes. Limited parking at the property. Public parking across the street at Playa Tortugas. Please do not park on neighboring properties; unauthorized vehicles may be towed.

Yes. The bus stop is a 4-minute walk—head to the main road and turn left.

Buses run every ~2 minutes, 24/7; fare approx. $12 MXN per ride.

Taxi hub is across the main street (always agree on price beforehand). Uber works well in the area.

Ferry to Isla Mujeres is directly across the street at Playa Tortugas.

Yes. Every suite has a fully equipped kitchen: refrigerator, microwave, electric stove, coffee maker, and tea kettle—great for comfort and saving on dining out, especially on long stays.

Yes, high-speed Wi-Fi is available in all rooms and common areas.

No. Showers are only available in your private suite.

No. For safety, swimming in the lagoon is strictly prohibited.

3-minute walk. It departs from Playa Tortugas (across the main street). Ferry run every hour on the hour from 9:00 AM to 6:00 PM; the ride takes ~35 minutes.

The ADO station (for Playa del Carmen, Tulum, Mérida, Chichén Itzá, Valladolid, etc.) is downtown. Take the R1 bus heading downtown—across the main road from the hotel. It goes directly to the central station.

ATM: inside SELECTO Supermarket (open 8:00–22:00). It’s 5 bus stops away; take the bus toward the Hotel Zone.

Money Exchange – “Casa de Cambio San Jorge”: across the main street to the left, next to the pharmacy (open 8:00–18:00).

Yes, there is an OXXO convenience store and a pharmacy just across the street. For larger grocery needs, Selecto supermarket is a short 5 bus stops ride away.UBER eatsworks fine.