Who will help me decide how to choose my treatments?

One of our wellness concierge will help you plan the perfect spa experience, including the best sequence for your treatments.

What if I have special health conditions?

Please notify a spa professional before scheduling your appointments. If necessary you can request a mini check-up with the doctor.

May I request a male or female therapist?

Yes, of course, although we cannot guarantee the availability of a particular therapist or gender. All of our therapists are trained to drape towels discreetly to respect and protect your privacy at all times.

What do I wear during my treatment?

If you want to swim by the natural cenote area do not forget to bring your bathing suit. For facials wear what is comfortable for you. Our staff provide you with undergarments for the body treatments.

What if I’m late for my appointment?

Arriving late may limit the time for your treatment. Depending on the length of your service a late arrival may be classified as a ‘no-show.

How early do I need to check in for my scheduled appointment?

Early is always better. For Spa treatments, you need to check in at the spa reception 15 minutes earlier. This will allow you enough time to check in, get your locker assignment, change comfortably into your robe, and relax for 5 minutes before your spa treatment begins. Arrive 45 minutes prior to your first treatment if you want to enjoy the natural cenote.

What precautions do I need to know?

We recommend eating and drinking in moderation and avoid alcoholic beverages prior to your spa service, exercise classes, whirlpools, and heat treatments. Do not shave your legs prior to a body scrub treatment. A severe sunburn may prevent you from enjoying a spa treatment. Be conscious and use good sun protection.

What about tips?

Gratuities are not included with spa treatments, they can be charged to the room or delivered in cash, if you wish.