Frequently Asked Questions

We answer all your questions

Frequently asked questions

* We are located inside Parque del Jaguar. To get to Hotel Pocna from Av. Coba, simply look out for Hotel Kore. Once you see it, make a left turn to enter Parque del Jaguar. Keep going until you reach Hotel Mezzanine, and you'll find Hotel Pocna next to it. * Check-in time is at 3:00 PM, and check-out time is at 11:00 AM. Early check-in and late check-out are subject to availability. Please inform us in advance, and we will do our best to accommodate your request.

* Yes, we can help arrange private transportation from Cancun or Tulum airport to our hotel at an additional cost. Please contact reception with the number of guests and flight information.

* Yes, breakfast is included in the room rate for all guests.

* We have two on-site restaurants. Ramón, an authentic Mexican food restaurant on the beach and Kogure, our Japanese Kitchen Restaurant with a menu designed by our resident chef Yusuke Kogure, one of the top international chefs in Mexico.

* Yes, parking is complimentary for all registered guests.

There is a fee of $62 pesos per person per day to enter Parque del Jaguar. This fee is paid in cash only to the park authorities.

* Yes, complimentary Wi-Fi is available for all guests, but please note that it is only available in common areas. Additionally, the Wi-Fi signal may be limited in the rooms.

* Each room is equipped with air conditioning 24/7, luxury amenities, a coffee maker, and complimentary water for your comfort and convenience. Please note that we do not have TVs or minibars in our rooms as we aim to connect guests with the natural surroundings of our hotel.

* Yes, we have a spa on-site. Please inquire at the reception for our spa menu and available services.

* Unfortunately, pets are not allowed in the hotel. Additionally, please note that pets are not allowed inside Parque del Jaguar.

* The Tulum archaeological site is a spectacular must-see site when visiting Mexico’s Yucatan Peninsula. You can walk or bike from Pocna. Additionally, inside Tulum’s Parque del Jaguar, visitors can enjoy numerous entrances to the beach, plenty of trails nestled deep in the lush jungle vegetation, jogging trails, bird watching, and more.

* Yes, Cancun and Tulum Airports are the largest car rental location in the area with most of the major car rental companies located within the grounds of the airport (Avis, Hertz, Thrifty, Budget, etc.). After selecting your car, you will be required to purchase Mexican car insurance. We suggest that you make your car rental arrangements prior to your trip.

* Yes, we offer complimentary yoga classes for guests every day, except Sundays. There is a fee of $150 pesos for locals and $300 pesos for foreigners to attend our yoga classes.

* We suggest that all of our guests purchase Travel Insurance, which is generally inexpensive but can really save a lot of emotional distress if an unforeseen event occurs. You should make sure that your Travel Insurance covers you for airline flight and accommodation cancellation due to hurricanes or other situations where flights are mandatorily cancelled. Of course, you should also get coverage for accidents, illness, medical evacuation, and theft.

* Yes, there is a hospital and a private clinic in Tulum with well-equipped facilities to attend any contingency or necessity. Hospital de Tulum also has a well-provided pharmacy with 24-hour service. Additionally, you will find several pharmacies in the town open 24 hours. Please remember to ask for proof of the visit to the doctor for your insurance.

* We suggest you purchase biodegradable repellent sprays to keep bite-free. Mosquitoes definitely appear at sunset and after dark. All our room doors and windows do have mosquito nets.

* We apologize for the inconvenience, but we do not provide laundry or dry cleaning services.

* We suggest you do not drink water from the tap. We provide you with daily complimentary water in your room. 20. What should I do with my valuables?

* We are located inside Parque del Jaguar. To get to Hotel Pocna from Av. Coba, simply look out for Hotel Kore. Once you see it, make a left turn to enter Parque del Jaguar. Keep going until you reach Hotel Mezzanine, and you'll find Hotel Pocna next to it. * Check-in time is at 3:00 PM, and check-out time is at 11:00 AM. Early check-in and late check-out are subject to availability. Please inform us in advance, and we will do our best to accommodate your request.

* The best protection for your valuables is to leave most of them at home, especially expensive jewelry. Keep your valuables in the hotel safety deposit box.

* ATMs in Tulum pueblo are dispensing Mexican Pesos and Dollars. Please be aware there is a daily withdrawal limit at the ATMs, currently $5000 pesos. Credit cards are not widely accepted in the area.

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