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Frequently Asked Questions

Take a look at our guests frequently asked questions

At Kimpton Aluna we seek to give you comfort and peace (even before you visit us) and that includes answering any questions you may have about our space and services. If your inquiry is not addressed below, please reach out and we’ll answer as soon as possible!

General

We’ve enhanced our cleaning protocols to help ensure that our hotels, restaurants and bars continue to be safe welcoming spaces for everyone. Read more about Kimpton’s Approach to Clean here. Face coverings are required in all public spaces at our hotels in the Americas.

Check-in time is 3:00 p.m. and check-out time is 12:00 p.m.

Yes. If guests want to smoke they will need to go the exterior of the hotel.

Yes, from 7:00 a.m. to 11:00 p.m.

Yes. It has a press bench, weighs, fitness balls, an elliptical machine and a treadmill. Available all day long.

Yes. Available 24 hours.

We have a main pool at the ground level and a rooftop pool.

Reservations

Yes (rollaways and cribs) at no additional charge.

Canceling a reservation before 6:00 p.m. (local hotel time) three days before confirmed date of arrival will result in no charge. Canceling a reservation after 6:00 p.m. within the 3 days previous to confirmed date of arrival (or failing to show) will result in a charge equal to the first night’s stay (plus taxes) per room to the guest’s credit card or other guaranteed payment method. Failing to call or show before check-out time after the first night of a reservation will result in cancellation of the remainder of the reservation.

The minimum age requirement to check-in to a room is 18.

Kids stay free up to the age of 11 years old.

A valid government-issued photo ID may be requested at check-in.

If you made a reservation using a third-party website, please contact your service provider directly to make modifications to your reservation.

No. We have an adjacent king bedded room to a two queen bedded room, but they do not connect.

Transportation/Directions

Private transfer from the Cancun Airport can be arranged through the hotel. Fee is quoted based on the number of guests traveling.

Cobá Avenue and Consejo Ciudadano Street.

Yes, we provide complimentary valet parking service.

Restaurants

Restaurant Parallel 20°, from 7:00 a.m. to 11:00 p.m.

Pool Bar, from 11:30 a.m. to 8:00 p.m.

Bhanu Exposed Kitchen and Rooftop Lounge, from 5:00 p.m. to 1:00 a.m.

Accounting

Please call our finance team at +52-984-689-0430.

Credit cards, debit cards, bank transfer and cash with credit card guarantee are all options.