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Frequently Asked Questions

What payment methods do you accept on your properties?

Charges can be made to VISA, MasterCard and/or American Express credit cards (exclusively in Mexican pesos), as well as bank transfers.

Do you offer transportation service?

Yes, it can be arranged with the Concierge department. Once you have the flight information of our mutual clients, please send it to our Concierge staff to make the necessary arrangements. This service has an additional cost.

  • Velas Vallarta: vvazquezp@velasresorts.com
  • Casa Velas: conciergecv@velasresorts.com
  • Grand Velas Riviera Nayarit: prearrivalconciergern@velasresorts.com
  • Grand Velas Riviera Maya: transfersrm@velasresorts.com
  • Grand Velas Los Cabos: econciergelc@velasresorts.com
  • Mar del Cabo: concierge@mardelcabo.com

How far are the hotels from the airports?

We have two hotels located in Puerto Vallarta: Velas Vallarta and Casa Velas. Both are located within the residential area of ​​La Marina, which is 10 minutes from the Puerto Vallarta International Airport (PVR). Our resort in Nuevo Vallarta, Grand Velas Riviera Nayarit, is located just 25 minutes from Puerto Vallarta International Airport (PVR). Grand Velas Riviera Maya, located very close to Playa del Carmen, is at an average distance of 45 minutes from the Cancun International Airport (CUN). Finally, we have two properties located in Los Cabos: Grand Velas Los Cabos and Mar del Cabo, both 40 minutes from Los Cabos International Airport (SJD).

What is the distance from the hotels to the downtown where they are located?

Velas Vallarta and Casa Velas, located in Puerto Vallarta, are 25 minutes away from the downtown and its famous Malecón (boardwalk). Grand Velas Riviera Nayarit is located approximately 40 minutes from the downtown of Puerto Vallarta. Grand Velas Riviera Maya is located 25 minutes from the picturesque downtown Playa del Carmen and approximately 1 hour from downtown Cancun. Grand Velas Los Cabos and Mar del Cabo enjoy a privileged location since they are 20 minutes from downtown San José del Cabo and 25 minutes from downtown Cabo San Lucas.

How is the commission payment made?

Payment is made after the client’s check-out and is processed through the ONIX system with the IATA number. This process can take approximately 10 to 15 business days.

Do your hotels have heated pools?

Yes, our pools are heated for the maximum comfort of our guests. We invite you to explore our properties to find out all the details:

Which is the maximum occupancy in a suite?

The maximum occupancy of a suite varies according to the suite category. For almost all of our family resorts, it is 2 adults and 2 children between 4 and 15 years old. For our exclusive adults-only hotels it is 3 people. For more details, please visit the suites section of our websites.

What types of beds do you have in your suites?

At Velas Vallarta we have the option of two single beds or 1 King size bed. In the rest of our properties —Casa Velas, Grand Velas, and Mar del Cabo— the options are 2 Queen size beds or 1 King size bed.

Do you have additional beds?

Yes, additional beds can be added to the client’s request, and it depends on the size of the suite. This service has no additional charge.

How can I request special amenities for birthdays, anniversaries, or honeymoons?

These requests can be made directly to the Concierge department of each property.

  • Velas Vallarta: vvazquezp@velasresorts.com
  • Casa Velas: conciergecv@velasresorts.com
  • Grand Velas Riviera Nayarit: conciergern@velasresorts.com
  • Grand Velas Riviera Maya: conciergerm@velasresorts.com
  • Grand Velas Los Cabos: econciergelc@velasresorts.com
  • Mar del Cabo: concierge@mardelcabo.com

What are the special requirements that can be made to the hotels?

You can make special requirements such as type of bed; specific location or suite views; proximity to elevators, swimming pools or restaurants, among others. These are subject to availability at the time of the client's arrival. Please, it is important to always verify these special requests with your Travel Agency Specialist.


USA & Can 1 888 309 5457
Mex: 800 123 3921
London: +44 203 318 1194
Elsewhere +52 322 226 7644.


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