Imagen FAQS

General Queries

What’s the difference between the European Plan (EP) and the All Inclusive Plan (AI) rate?

Our all-inclusive (AI) rate includes accommodation of your choice, all the meals, snacks and beverages served in our restaurants and bars; plus entertainment and a variety of sports and activities. The European Plan (EP) is exclusively for members, for more information, please contact us at 1 866 334 8515.

Can I use the facilities at Marival Emotions Resort & Suites Nuevo Vallarta?

All-inclusive (AI) guests can have access to the facilities and restaurants at Marival Emotions Resort & Suites. The transportation service between the hotels is provided.

Can I make special requests on my reservation?

Special requests typically refer to bedding, room location and/or view, additional room amenities (i.e. rollaway beds,cribs, etc.), early check-in/late checkout and handicapped equipped accommodations. If you have special requests, please communicate your needs directly to your travel agent or contact our reservation department to ensure your requests are noted on your reservation. Please be advised that room assignment is subject to availability at check-in and we CANNOT guarantee any special requests prior to arrival.

Can I bring my pet to Marival Distinct Luxury Residences?

For hygiene and safety reasons, pets are not allowed in the facilities, except guide dogs.

What are the payment methods?

Credit card when booking from our website; Debit card, credit and deposits when booking by telephone and some OTAs accept to book and pay on arrival.

Are tips included?

Tips are not included.

What are the check-in and check-out times?

The check-in is at 3 p.m., and the check-out is at 11 a.m. with 1-hour tolerance.

Do the cribs have an additional cost?

They have no additional cost, but are subject to availability.

Do you have Villas equipped for people with disabilities?

Yes, we have some residences equipped for special needs. It must be specified when booking and are subject to availability.

Who should I contact to make a change to my reservation if I made it on the hotel's website?

Call our Toll-free number 1 877 222 0302 from USA and Canada.

Will the Entertainment Team’s activities and events still take place during my stay?

Yes, our entertainment team is ready to transform your stay into one you will never forget! We have a wide variety of activities available for everyone.

Is room service available?

Room service is available with surcharge.

How do I make reservations for tours?

Please contact the travel agency upon arrival to book your tours.

Are tours included?

Tours are not included, except for the Family Emotion Program (2 per person for stay).

Is Internet access available?

Marival Distinct Luxury Residences offers both wired and wireless Internet access for hotel guests at no charge. The wireless signal is available in your room, the lobby, and restaurants, plus limited areas around the pool.

Is Hotel-Airport transfer included?

We have transfer service with additional cost and it can be booked before arrival. For more information, visit

Will all the restaurants be open?

It is our intention to have all the consumption centers operating from the day the hotel opens again. We will be implementing all the healthy and quality standards to ensure your safety.

What is the dress code at the specialty restaurants?

In some restaurants, we recommend "casual-formal" dress code (no beachwear, flip flops or baseball hats). Men must wear long pants; no tank tops or t-shirts allowed. The dress code does not apply to children.

Do you offer day passes

They are available with additional cost.

Are laundry and dry cleaning services available?

Each Residence is equipped with a laundry center. Dry cleaning services are available at additional cost.

Is there an ATM on the premises or nearby?

An ATM is located inside Marival Distinct Luxury Residences.

Are babysitting services available?

Babysitting services are available with surcharge. For current rate information or to schedule services, please contact the concierge desk a minimum of 24 hours in advance.

Is there a currency exchange?

Yes, at the front desk at specific times.

Do you have a vegetarian, gluten-free and/or vegan menu?

In all our restaurants, we have a vegetarian, gluten-free and/or vegan options, In case you require a specific dish, our chef can help you with that.

This is my first trip to Mexico. Is it safe to drink tap water?

Marival Distinct Luxury Residences has a water purification system so the water from the tap is potable, which means you can drink it. Because of the purification process, however, the water may leave an aftertaste. For this reason, some guests choose to drink bottled water. The tap water is, however, safe for bathing and brushing your teeth.

What’s the closest airport?

International airport, Licenciado Gustavo Díaz Ordaz en Puerto Vallarta, Jalisco.

When will the hotels open again?

Marival Distinct will be ready to welcome you with the same quality service and warmth as of June 1st, 2020.

What happens if I have a reservation between today and June 1st of this year?

We invite you to modify your reservation date without penalty. If you originally reserved directly on our website or using our Toll-free number, please contact us at the number that can be found in the confirmation email. If you made your reservation through a travel agency, a third party website or a tour operator, we invite you to contact them so they could assist you in completing any modification you wish to make to your reservation.

Are reservations still active or have they automatically been canceled?

All reservations are still active, so we recommend that you contact us or your travel agent, tour operator or third party website to make any changes.

What if my event or wedding is before June 1st of this year?

We invite you to contact our team to explore the options they have in store for your event.

How safe is it to travel to Nuevo Vallarta if I decide to keep my reservation?

Feel completely safe to visit Nuevo Vallarta and its surroundings. In this area, all the necessary measures issued by the different health organizations have been put in place to safeguard the safety and integrity of everyone who visits.

When would you recommend me rescheduling my vacation?

You could come vacation with your family in total tranquility at any date after June 1st of this year.

What preventive measures do I have to follow to make my trip safe?

It is very important to follow all the prevention measures established by the WHO, and by the Federal Government and the state and local authorities.

What sanitation measures are being implemented?

The usual standards of cleanliness, security and hygiene have been increased, to a higher level than what we usually impose. For example: antibacterial gel dispensers have been installed at different places in the hotel, room are being disinfected with ozone generating machines, even check-out points have been added for our team to go through before entering the hotel premises, among other things.

Do you have medical services at the hotel?

We have medical assistance 24 hours a day.

Are there hospitals near the hotel?

Yes, the nearest hospital is 0.88 miles away from the hotel.