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Etéreo, Auberge Collection

Hotel Details, Amenities & Guest Information | Etéreo

Resort Information

  • Where is the hotel located?
    Paseo Kanai 16, Solidaridad, 77730 Playa del Carmen, Q.R., Mexico
  • What is the hotel phone number and email?
    Phone: + 52 (984) 122-4000
    Toll Free Phone: US Toll Free 855-725-5333
    Email: [email protected]
    [email protected]
  • How many total rooms are there?
    There are 75 total rooms.
  • How many total suites and residences are there?
    There are 57 studios, 14 suites, and 4 penthouses.
  • How many total meeting rooms are there?
    There are three temperature-controlled spaces, and six outdoor venues.
  • Is smoking allowed?
    Designated smoking areas in the hotel: Motor Lobby, Resol (Grass area next to Itzam) and next to El Nicho. In consideration of all our guests, the resort is a non-smoking property. Smoking in rooms will result in a post checkout charge of $500 USD.
  • Is parking allowed?
    Valet parking is available complimentary.
  • What is the cancellation policy?
    Cancellation policies vary depending on the dates of your reservation, the offer or room type selected. Please refer to your reservation confirmation to verify your cancellation policy. If you need further assistance, please contact the hotel directly.
  • How many guests are permitted per guestroom?
    Two guests are permitted per bedroom. Additional persons are subject to a fee. Children 13 and older will count as an additional person where applicable.

Resort Fees

  • Does your resort charge a Resort Fee?
    No, Etéreo does not charge a resort fee.

Service Charges

  • Does your property charge a Service Charge?
    Yes, Etéreo implements a 16% service charge. This amount is split evenly between the entire team, excluding senior management, to ensure we look after our team equally. Should you wish to recognize a team member or department that made your stay truly special, you may add additional gratuity (to an individual, department or general team) with your credit card during checkout.

Hotel Updates

  • Are there any seasonal closures?
    There are no regular seasonal closures.
  • Can I dine anywhere in the resort?
    In addition to our restaurant outlets, there are a variety of locations around the resort where special dinners can be arranged and set up.

Transportation

  • Can the hotel pick me up?
    Private airport transportation between Cancun International Airport (CUN) and Etéreo is available upon request. Please email [email protected] to arrange for resort transportation.
    While in Riviera Maya, we can pre-arrange private ground transportation for off-property excursions. Please provide the details of your transportation needs prior to arrival.
    Car rentals are also available both at the airport and the resort upon request.
  • How far is the hotel from the airport?
    The Cancún airport: 24 miles, 45 minutes from the resort
    From Etéreo to International Cancún Airport: 24 miles Cancún
    To ZH 65: 40 miles
    To Puerto Morelos: 16.77 miles
    To Playa del Carmen: 7.76 miles
    To Akumal: 29.82 miles
    To Tulum: 46.6 miles
    To Tulum Beach Zone: 49 miles
    To Chichén Itzá: 149.75 miles
  • Does your resort offer a shuttle service?
    No
  • What are the various costs for a limo/taxi/town car etc?
    While in Riviera Maya, we can pre-arrange private ground transportation for off-property excursions. Please provide the details of your transportation needs prior to arrival. Our Guias Team is available to schedule services upon request. Car rentals are also available both at the airport and the resort upon request.

Family Amenities

  • Do you have babysitting/child care available?
    Babysitting is available through our Guia Team.
  • Do you have a children’s menu?
    Yes, a children’s menu is available in all restaurants and in in-room dining.
  • Do you have cribs?
    Yes, cribs are available by request.
  • Do you have highchairs?
    Yes, highchairs are available upon request.
  • Do you provide custom itineraries?
    Yes, our Itinerary Designers team create custom itineraries.
  • Do you have a minimum age requirement for guests?
    No, guests of all ages are welcome, however, a guest must be 18 years of age to acquire a room.

Pet Policies

  • Is there a pet fee?
    The resort accommodates pets free of charge. A deep cleaning fee of $150++ may apply as per management discretion.
  • What are the rules for keeping a pet at the resort?
    All pets must be leashed at all times while on property.
    Owners are responsible for curbing their pets and for any dog-related damage or incident that occurs during their stay.
    Pets are not permitted in any restaurant or pool areas. There is a dog’s waste area designated in the resort for your convenience (Ixchel Garden).
    Each pet should be registered prior to checking into the room.
  • What is the maximum number of pets allowed?
    Maximum of two
  • Are special pet/amenities services available?
    Complimentary pet kits upon check-in include a pet bed, water and food dish. Pet sitter services and special dietary requests are available upon request with our Guia Team. Additional fees apply.
  • Are support animals allowed?
    Support animals are allowed at all times.
  • Are there any weight or breed limits?
    No.

Housekeeping and Laundry Services

  • Do you have laundry and dry cleaning facilities?
    Yes, laundry and dry cleaning services are available and can be arranged. Additional fees apply.
  • How do I get my clothes pressed?
    This can be coordinated with your Guia Team. Additional fees apply.
  • Do you have a lost and found?
    Yes.
  • What does your turndown service entail?
    Turndown includes preparation of the bed and room for bedtime. Includes closing of draperies, removal of trash, refresh of bath linen, nightly candles are lit. The room and bathroom are refreshed as part of the service. Turndown can be tailored for specific celebratory occasions. Kindly inquire for details.
  • How frequent is housekeeping?
    Housekeeping is provided twice daily, morning and evening turndown service unless requested otherwise.
  • What is the cost for laundry?
    Laundry services are priced individually.
  • How long does laundry take to finish?
    Varies based on guest request.

General Amenities

  • What restaurants are on site?
    Etéreo features intriguing oceanfront dining venues and an in-room dining menu:
    Itzam: The resort’s signature indoor-outdoor restaurant and bar overlooking the water. Itzam is a world-class restaurant exploring creative yet contemporary Mexican flavors. Breakfast | Dinner
    Che Che: A poolside restaurant which celebrates Japanese techniques and flavors using local ingredients. Lunch | Dinner
    El Changarro: Our daytime beach restaurant, offers fresh grilled or chilled seafood in the sand. Lunch
    Chu Chu: Morning coffee and pastries. Breakfast
    Alberca: Light and fresh poolside chaise dining and drinking all day. LunchAlberca: Light and fresh poolside chaise dining and drinking all day. Lunch
    In-Room Dining: All Day
    Inquire with [email protected] for hours.
  • Is baggage storage available?
    Baggage storage is available.
  • Is car rental available?
    Car Rental Service available upon request from the Guias.
  • What are the hours of the concierge desk?
    Reception desk is available 24 hours a day/seven days a week.
  • Is there a gift shop?
    Etéreo offers a boutique, La Chula.
  • Is laundry service available?
    Guest laundry service is available.
  • Is valet service available?
    Valet parking is available.
  • Is transportation available for the local area?
    Private transportation is available. Additional fees apply.
  • Are there public lounge spaces?
    Etéreo offers many outdoor areas for guests to enjoy, plus El Nicho, our library.
  • Is luggage hold available?
    Yes.
  • Is the staff multilingual?
    Yes
  • When is room service available?
    24-hour in-room dining is available.
  • Are there safety deposit boxes in accommodations?
    Private individual safes are located in each guest studio or suite.

Residences

  • Can we reserve the same room as last time?
    Yes, we are happy to honor requests whenever possible.
  • Do you have residences for sale here?
    No

Spa and Recreational Amenities and Policies

  • What are the hours for your pool?
    11AM – 7PM
  • Is there a spa onsite?
    Yes – SANA, Wellbeing by Auberge.
  • How can I book a spa appointment?
    Please email [email protected] or reserve directly here.
  • Is there a fitness studio onsite?
    Yes – Fitness Center and Movement Studio.
  • Is there tennis available?
    Tennis is available locally.
  • Is there golf available?
    Golf is available locally.
  • Are there other wellness amenities available?
    There is a yoga studio on site.
  • What are the cancellation and rescheduling policies?
    Cancellations must be made at least 24 hours in advance of your scheduled treatment. Rescheduling requests must be made at least 12 hours in advance. If these notice periods are not met, a 50% fee of the total treatment value booked will be charged.

Health and Services

  • The health and safety of our guests and employees are of the utmost importance to us. Please call our resort Phone: 855.725.5333 or email reservations at [email protected] with questions and for more information.

Hotel Accessibility

RIVIERA MAYA | Paseo Kanai 16, Solidaridad, 77730 Playa del Carmen, Q.R., Mexico
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