FREQUENTLY ASKED QUESTIONS

GENERAL INFORMATION

Plaza Pelicanos Club Beach Resort is a fun-filled escape in an all-inclusive beachfront hotel in Puerto Vallarta, located just 10 minutes from the airport. Relax in our indoor family pool with a splash pad for the little ones to have fun, while you can also enjoy our Beach Club located just 300m away from the rest of the facilities which is located at the foot of the beach.

Unlimited food and beverages, room service, buffet restaurant, specialty restaurants, cafeteria, nightly entertainment, lobby bar, karaoke dance bar, theme nights, kids club, parking, tennis court, 2 heated pools and our private beach club with lounge chairs, towel service, snacks, aqua bar, outdoor theater and a fun program of activities for the whole family.

Spa Treatments, Optional Tours, Medical Assistance*, Transportation.
Spa and Tours may incur additional charges. *There is a charge for doctor consultations and medications if needed.

You will find entertainment for all ages such as fitness activities, kayaking, sports, pool activities and evening entertainment. The Kid's Club also offers daily recreational activities for children.

MAKING A RESERVATION

You are on the official website of Plaza Pelicanos Club Beach Resort, where you will find the lowest rate guaranteed.

Yes, all information submitted on our website is stored on our server over a secure, encrypted connection. This means that it cannot be accessed over the Internet and that no one can intercept the information being sent.

The information you provide will only be used to guarantee and register your reservation, or to contact you in case of an unforeseen event. If you choose to receive our newsletter, we will use your data to send you periodically by email promotions and / or articles of interest. You may request to stop receiving this newsletter at any time you wish.

Yes, the total amount of the reservations made through the web will be charged prior to arrival according to the conditions of the promotion. If there is any deposit charge, it will be reflected on the credit card provided. All reservations must be guaranteed with a valid credit card.

No, Plaza Pelicanos Club Beach Resort must charge the intermediary. We suggest you ask for your invoice directly at the place where you made your reservation.

Probably you have already exceeded the maximum capacity of the room category. We recommend you to add one more room or contact us directly at reservations@plazapelicanos.com.mx.

When your reservation is confirmed by email, the charge is not automatic. We ask our customers a maximum of 72 hours to apply the charge to the registered card and if declined we will request a new one to guarantee the reservation.

In case you do not have one you can validate by calling our call center to take a time-limited room. This is a period of time given so that you can guarantee your reservation through a deposit or interbank transfer.

I HAVE ALREADY MADE MY RESERVATION

Once your reservation number is displayed on the screen and emailed to you, you can be sure that your reservation has been registered in our system. Save your reservation information for personnel control purposes.

Once the confirmation is displayed on the screen, you will receive a confirmation to the email address you provided within 5 minutes. Includes cancellation policies.

CHANGES ON YOUR RESERVATION

To cancel or modify your reservation directly on our website or you can call our call center +52 322 2262712.

It depends on the cancellation policy described in your confirmation letter. Whether your reservation is refundable or non-refundable.

PERSONAL ASSISTANCE AND APPLICATIONS

Our personal assistance will help you with all the doubts you may have during the booking process such as problems in the process of your reservation, lack of availability and assistance with new reservations.

Our call center agents may be offline at certain times, however, you can leave us an email at reservations@plazapelicanos.com.mx and we will respond to your questions promptly.

For personalized assistance during the booking process please contact us at reservations@plazapelicanos.com.mx.

You may request adjoining rooms, however, this cannot be guaranteed as it is subject to availability upon arrival.

HOTEL INFORMATION

Yes, the hotel has Wi-Fi internet access in all common areas. We also have computers available in the lobby for your use at no additional cost.

Yes, our Kid's Club offers a complete program of activities and games that will surprise and educate the little ones always under the supervision of our trained staff.

If you are planning to leave the property for shopping and sightseeing, we recommend that you bring some cash as some stores do not accept credit cards or traveler's checks. You can exchange dollars directly at the front desk. Most places in Mexico accept dollars, but keep in mind that you can receive change in the local currency. It is also advisable to bring small bills to tip the airport baggage handlers and airport drivers outside the hotel.

Yes, in addition to bath towels in your room, you will find towels in the swimming pool at no additional cost using the card provided upon arrival. You can use as many as you want.

No, but we have Tequila Bar, here you will find all the entertainment you are looking for, karaoke nights, video streaming, sports games and this changes at dusk, to move to the rhythm of the music.

The family concept is oriented to offer activities and services for all age groups, from babies to teenagers, with the objective of providing an unforgettable stay for all family members. Please consult the hotel, as activities and services vary daily.

Yes, laundry service is available at an additional cost. You can find the price list in the brochure that will be in your room.

No, but we have an external medical service 24 hours a day, which gives consultation in the hotel facilities. The charge and cost of the service is directly with the provider.

ROOMS AND SUITES

This varies depending on each room category.

Standard Room King size bed: 2 pax
Standard Room 2 double beds: 4 pax
Superior Room 1 King size bed: 2 pax
Superior Room 2 double beds: 4 pax
One-bedroom Suite : 4 pax

All rooms are non-smoking. Smoking is only allowed in designated areas. Smoking inside the rooms generates a financial penalty.

We only have ramps in most of the hotel, including access areas to the reception, restaurant and beach club.

AT THE TIME OF CHECK-IN

For clients who made their reservation directly with the hotel, it is necessary for the cardholder to travel and present the card with which the charge was made upon arrival, as well as an official ID (passport or INE).

Yes, you can make use of the all-inclusive from 12:00 pm, subject to availability. If you arrive before 12:00 pm there is an early check-in fee that gives you access to restaurants and areas of the hotel. Our staff will protect your luggage so you can start enjoying yourself. We will notify you when your room is ready.

Yes, if you are an international traveler, you need your passport to travel and to check in at the hotel.

RESTAURANTS

The hotel has 1 buffet restaurant for breakfast, lunch and dinner. 1 specialty restaurant. 1 snack restaurant with ocean view. 1 aqua bar. 1 cafeteria. 1 Tequila Dancing Sport Bar and 1 Pizzeria.

Our specialty restaurant is included. Reservations must be made directly with the restaurant captain or with our Resort Manager.

There are no restrictions therefore no reservations are required. This does not apply to specialty restaurants, in this case a previous reservation is required.

In all our restaurants the dress code is casual. Pants or Bermuda shorts, dress shirts, polo shirts and formal sandals. (No wet clothes, bathing suits or flip-flops). ) Dinners and special events require more formal attire.

TOURS AND TRANSPORTATION

No, the hotel does not have transportation service but our Resort Manager can provide you with all the information and coordinate your transfer with an official airport cab, just write to rmanager@plazapelicanos.com.mx and send us the following information:

Reservation number, full name, number of persons, date of arrival, time of arrival, flight number and airline.

You can visit the travel agencies located in the lobby upon arrival and they can easily arrange tours for you and your companions or if you prefer to anticipate you can write to us at rmanager@plazapelicanos.com.mx

GENERAL INFORMATION

WHY CHOOSE PLAZA PELICANOS CLUB BEACH RESORT PUERTO VALLARTA?

CAN I GO WITH KIDS?

WHAT DOES THE ALL-INCLUSIVE PLAN INCLUDE?

WHAT IS NOT INCLUDED?

CAN I SCHEDULE A MASSAGE?

WHAT ACTIVITIES DOES THE HOTEL OFFER?

MAKING A RESERVATION

WHY SHOULD I BOOK MY STAY THROUGH THIS WEBSITE?

WHEN MAKING A RESERVATION, IS IT SAFE TO GIVE MY CREDIT CARD NUMBER?

WHEN BOOKING I AM ASKED FOR PERSONAL INFORMATION, HOW WILL IT BE USED?

DO I HAVE TO PAY THE FULL AMOUNT OF MY RESERVATION?

IF I BOOK THROUGH AN INTERMEDIARY, CAN THE HOTEL GIVE ME MY INVOICE?

I AM TRYING TO MAKE A RESERVATION, AND I GET A MESSAGE SAYING THAT THE NUMBER OF PEOPLE CANNOT BE ACCOMMODATED IN ANY OF THE AVAILABLE ROOMS, WHAT DOES THIS MEAN?

IS MY CREDIT CARD CHARGED WHEN THE RESERVATION IS CONFIRMED?

WHAT CREDIT CARDS ARE ACCEPTED?

CAN I GENERATE A RESERVATION IF I DO NOT HAVE A CREDIT CARD?

WHAT IS THE MAXIMUM NUMBER OF ROOMS I CAN RESERVE?

I HAVE ALREADY MADE MY RESERVATION

I HAVE FINISHED PROCESSING MY RESERVATION. WHAT SHOULD I DO NOW?

WILL I RECEIVE A CONFIRMATION OF MY RESERVATION?

CHANGES ON YOUR RESERVATION

HOW CAN I CANCEL OR MODIFY MY RESERVATION ONLINE?

IF I CANCEL A RESERVATION, DO I HAVE TO PAY THE CHARGES?

PERSONAL ASSISTANCE AND APPLICATIONS

WHAT KIND OF INFORMATION CAN I RECEIVE FROM YOUR PERSONAL ASSISTANCE?

I AM TRYING TO GET PERSONAL ASSISTANCE ONLINE WITHOUT SUCCESS. AM I DOING SOMETHING WRONG?

HOW CAN I SEND A COMMENT OR COMPLAINT ABOUT MY RESERVATION?

WE ARE TRAVELING AS A FAMILY OR WITH A COUPLE OF FRIENDS CAN WE REQUEST ADJOINING ROOMS?

CAN I BOOK GROUPS ON-LINE?

HOTEL INFORMATION

HOW CAN I KNOW WHERE THE HOTEL IS LOCATED?

DOES THE HOTEL HAVE ACCESS TO AN INTERNET NETWORK?

WHERE CAN I FIND THE HOTEL PHONE NUMBER?

DO YOU HAVE ACTIVITIES FOR CHILDREN IN YOUR HOTELS?

DO YOU HAVE BABYSITTING SERVICES?

DO I HAVE TO BRING AN ELECTRICAL ADAPTER?

HOW MUCH CASH SHOULD I BRING?

ARE TOWELS AVAILABLE FOR GUESTS AT THE HOTEL?

IS THERE A DISCOTHEQUE AT THE HOTEL?

ARE THE LOUNGE CHAIRS IN THE POOLS INCLUDED?

WHAT IS THE FAMILY CONCEPT?

DO YOU HAVE LAUNDRY SERVICE?

IS THERE A DOCTOR ON THE PROPERTY?

ARE PETS ALLOWED?

ROOMS AND SUITES

WHAT IS THE MAXIMUM NUMBER OF GUESTS THAT CAN BE IN A ROOM?

IS SMOKING ALLOWED IN THE ROOMS?

DO YOU OFFER ADA SERVICES AT THIS HOTEL?

AT THE TIME OF CHECK-IN

WHAT IS REQUIRED TO CHECK-IN AT THE RESORT?

WHAT ARE THE CHECK-IN HOURS?

CAN I ARRIVE BEFORE THE ESTABLISHED CHECK-IN TIME (BEFORE 4:00 P.M.)?

IS A VISA OR PASSPORT REQUIRED TO STAY AT YOUR HOTEL?

IF I ARRIVE EARLY IN THE MORNING, IS THERE SOMEONE TO HELP ME?

WHAT IS THE MINIMUM AGE TO CHECK IN?

RESTAURANTS

HOW MANY BARS AND RESTAURANTS ARE THERE IN HOTEL VALLARTA?

DO I HAVE TO PAY EXTRA TO DINE AT A SPECIALTY RESTAURANT?

DO I HAVE TO EAT AT A CERTAIN TIME, OR MAKE RESERVATIONS AT THE RESTAURANTS AND BARS?

WHAT IS THE DRESS CODE FOR RESTAURANTS?

TOURS AND TRANSPORTATION

HOW FAR IS THE HOTEL FROM THE AIRPORT?

DOES THE HOTEL HAVE TRANSPORTATION SERVICE TO THE AIRPORT?

HOW CAN I COORDINATE TOURS OUTSIDE THE HOTEL?