FAQ's & Information

A great adults only getaway spot for couples, singles and groups who want a fun and authentic Playa del Carmen experience.

General FAQ

At the very end of Calle 8, right next to the beach. You can access the hotel either from the beach or street. The closest intersection is Calle 8 and 5th Avenue. 

There is no beach front parking in Playa, however you can drive right up to our lobby for drop off and baggage delivery. There are 2 overnight lots on 10th Ave; a five minute walk from the Carmen. The rate is MX $300 for 24 hours with longer term parking discounts available. We recommend not renting a car for your Playa vacation as most restaurants, attractions and markets are within a short walk and taxis are readily available.

The Carmen is around 1 hour away from the airport based on traffic. We recommend pre booking a driver or shuttle service a few days before arrival to guarantee availability and to avoid being overcharged by an airport taxi. Here are our preferred shuttle companies:


The ADO Terminal Turistica Playa Del Carmen is on 5th Ave, just a 7 minute walk from the Carmen (500m away). The public bus system in Playa is very inexpensive but also incredibly clean, comfortable and air conditioned. 

The ferry to Cozemel is 550 m away, a 10 minute walk from the Carmen. A round trip on the ferry will cost you approximately MX $530/person. The ferry ride to Cozumel is 35-45 minutes and runs every 2 hours. 

Each suite is equipped with a mini fridge and Nespresso machine. Coffee cups and water glasses are provided. We also provide refillable water bottles and have self service water coolers on each floor dispensing both cold and hot water. Should you like to borrow wine glasses, plates or cutlery from our restaurant we are happy to accommodate you. There is also a communal microwave available for guest use on our rooftop.  



Should you like to arrive before check in time we would be happy to hold your luggage for you at the front desk while you enjoy the rooftop pool or beachside restaurant. Let us know if you plan to arrive early and we will do our best to prioritize your suite.   

Walmart is 600 m away on Calle 8 and 25th Ave, a 10 minute walk away. You will need a mask and know that they do not provide plastic bags. You can also download Rappi, which is Playa’s delivery service app. 

Our check out time is 11 am. Late check out is subject to availability but may be granted until 1 pm and is charged at MX $200/hour. 

We have high speed wifi throughout the entire hotel; rooms, restaurant and rooftop. Our measured wifi speed is 250 MBS or higher. Many digital nomads, influencers and virtual workers love to use our rooftop as a co-working space. Our bar has many charging stations and our rooms are all equipped with designated work space desks and plugs.    

The Carmen is as beach front as it gets. You can dine ocean facing with your feet in the sand at our authentic Italian restaurant. The ocean view from our rooftop is a must see. 

We are a strictly adults only hotel and only allow guests who are 18+. We will not allow children or babies to our rooftop pool or for room bookings. However, the onsite restaurant La Famiglia welcomes children and families. 

We are not a pet friendly hotel. We will not accept bookings where the guest brings an animal. Dogs are not allowed up to our rooftop in accordance with Mexican health and safety regulations. 

We have 24/7 front desk concierge service ready to assist you from check in to check out. Our suites are equipped with bathroom essentials and toiletries plus extras like bath robes, blowdryer, and weight scale. We provide face,  hand, shower and beach towels and are happy to refresh them upon request. Beach chairs and rooftop sun chairs are free for guest use on a first come first serve basis.

Our on site restaurant is open for breakfast, lunch and dinner with service hours from 8am -11 pm. They are also pleased to provide you with delivery room service. You can order conveniently through WhatsApp. Rooftop pool bar service is from 12 pm-8 pm. If you would like to enjoy breakfast on the roof before service hours you can order from the restaurant and they would be happy to serve it to you on the rooftop.  

The Carmen strives to provide an environment that is free from any and all discrimination or prejudice. All are welcome and cared for here. 

We would love to host or birthday, wedding, proposal, bachelorette or work event! Contact us by email or book your group reservation on

Are you a photographer, promoter, model, content creator or influencer looking to collaborate and exchange energy. Drop us a DM @thecarmenplaya so we can check out your profile and let us know about your talent, abilities and following. 

Deck 5 Rooftop

We have a live DJ playing a variety of deep house music 7 days a week. Friday, Saturday and Sunday tend to be the busiest and most lively days on the roof if you are looking for a party vibe. During the week you can enjoy a more relaxing, romantic and laid back atmosphere. It’s the most beautiful view in Playa from sunrise to sunset. 

As a guest you have unlimited access to the pool and rooftop. There is no entry fee for non guests and locals to enjoy our pool, just a MX $600 minimum spend redeemable in food and drinks. You can reserve our bottle service sofa bed sections by visiting   

Our Suites