Frequently Asked Questions
 

You must present a valid passport to enter Mexico and to return to your home country.  Visas are not required for citizens of the US, United Kingdom, Germany or Australia.  If you and/or your guest are not a citizen of one of the countries, please contact Spear One at (301) 949-0910 or at bob.klein@spearone.com.

It is highly recommended that your passport be valid for six months beyond your return travel date.  Depending on your country of origin, the required validity may be different.  Please double check your expiration dates now!

When will we receive our information?

After submitting your registration, you will receive an email confirmation with all registration details. Within three business days of submitting your registration, you will receive a proposed airline itinerary via email. It is very important that you respond to this email within 24 hours of receipt and acknowledge that you have received the airline schedule. Upon your acknowledgment, the airline tickets will be issued.

If you have any questions regarding your airline reservations, please contact the Spear One air desk at 972-792-3640 or toll-free at 877-892-9488, during regular business hours of 8:30am - 5:30pm Central Standard Time (9:30am – 6:30pm Eastern Standard Time).

Approximately two weeks prior to travel, you will receive documents including an airline itinerary, luggage tags and a booklet containing a trip itinerary and other pertinent travel information. Upon arrival at the Grand Velas Resort, you will receive a welcome packet with additional information.

What time is my flight?

How early do we need to be at the airport to check in?

Due to airport security measures, please plan to arrive and check in for your flight at least two hours prior to departure. Whenever possible, seats will be assigned for you; however, boarding passes cannot be issued until check-in at the airport. If your seat assignments are not to your liking, please check with the airline gate agent prior to your departure.

How do we check in?

If you are traveling with USAirways on the group flights from Albany or on Air France/Delta from London, you will be required to check in at the airlines’ ticket counters.

If you are not traveling on the group flights, the following check-in options may be available.  Please contact your airline to see which is available and works best for you:

• Online check-in
• Mobile check-in
• Kiosk check-in
• Ticket counter check-in

How do we identify our airline confirmation codes?

Once you receive your airline confirmation, you will find the "Reservation Code" near your name on the Sabre "TripCase" Itinerary. This is your “Sabre” Confirmation Code. Sabre is the computer system used to reserve your airline tickets. If you call Spear One to ask a question, you should use this Reservation Code to locate the correct flight itinerary.

What is my airline's baggage policy? What are the security restrictions?

USAirways permits one carry-on and one personal item per passenger.  Your carry-on must fit in the overhead compartment or under the seat in front of you (Total of 45 inches:  14" x 9" x 22" maximum).  Personal items include purse, briefcase or laptop bag.

USAirways imposes a fee for all checked baggage.  The first checked bag is $25.00 per person per bag and the second checked bag will be $40.00 per person per bag.  Checked luggage must not exceed 50 pounds or 62 inches (length + width + height).  Oversized or overweight luggage will incur fees from $100.00 to $200.00.  For more information on the USAirways baggage policy visit USAirways Baggage Policy.

Air France and Delta permit one carry-on (referred to as hand baggage) and one accessory, such as a handbag, briefcase, camera, small laptop or item of similar size.  Both items may not exceed 12kg/26 lbs and 55 x 23 x 35cm  (21.5 x 10 x 13.5in).  Air France permits one free checked bag that weighs a maximum of 23kg/50.5 lbs and measures a maximum of 157cm/62in (length + width + height).  Additional pieces of luggage are charged a fee in the amount of 100 Euros, departing from Europe on Air France and $100.00 USD returning on Delta. Overweight bags and oversized bags will incur fees from 100 Euros to 300 Euros, respectively.  For more information you may visit Air France Baggage Policy and Delta Baggage Policy.

If you are not traveling on USAirways or Air France/Delta, please contact your air carrier for their complete baggage policy.  Most airlines now charge for the first and/or second checked piece of luggage per person and allow one free carry-on bag per person as well as one small personal item.  Please be aware that items such as pocketknives, razor blades, utility knives and gel shoe inserts will be impounded by security.  Pack any such items in your checked luggage.

Autotask will reimburse you for baggage fees for one standard size bag per person (no oversized bags).  Please keep your receipts and submit an expense report.

Do not pack your travel documents, money, jewelry or medication in your checked luggage. Please keep these in your carry-on bag. Medication should be clearly marked in the proper prescription bottle.

Air travelers may carry liquids, gels and aerosols in their carry-on bag when going through security checkpoints.  All liquids, gels and aerosols must be in three-ounce or smaller containers. Larger containers that are half-full or toothpaste tubes rolled up are not allowed in your carry-on luggage. All liquid containers, gels and aerosols must then be placed in a single, quart-size, zip-top, clear plastic bag. Gallon size bags or bags that are not zip-top such as fold-over sandwich bags are not allowed.  All other liquids must be in checked luggage.

Dress the part!  Metal in your clothing may set off the walk-through metal detector. Pack coins, keys, jewelry, belt buckles and other metal items in your carry-on bag. Shoes must be removed and screened by TSA, so wear shoes you can easily remove to speed the process. Coats, blazers, suit jackets and bulky sweaters must also be removed and put in the bin for screening. Your laptop must be removed from its case and be passed through the screening separately.

For complete information on the TSA’s current “3-1-1” program, visit the TSA site at TSA.gov.

Please attach to your luggage the tags you will receive with your final travel documents.   Print your name and address clearly in the space provided or insert your business card and affix all tags securely to your checked luggage.  Use of these tags will ensure your luggage is delivered to your room on a timely basis when you arrive at the resort.

What if we need to make a change to our flights?

Please contact the Spear One air desk at 972-792-3640 or toll-free at 877-892-9488, during regular business hours of 8:30am - 5:30pm Central Standard Time (9:30am – 6:30pm Eastern Standard Time).

Please be advised that any changes after ticketing will most likely incur additional costs.

If you are going to miss your flight, please advise Spear One before your scheduled departure time. The airlines can only assist you if changes are completed prior to your flight time.

What if we are not going to go on the trip or need to cancel?

What if we want to extend our trip and arrive prior to or depart after the program dates?

If you would like to extend your stay at Grand Velas Resort, simply complete the information on the Registration Form and Spear One will contact you. Confirmation of your extension will be based upon availablility. Please make these arrangements as early as possible, due to limited availability.

If you plan on extending your stay at Grand Velas, the rate will be $850.00 double occupancy ($425.00 per person) per night or $600.00 single occupancy per night, all-inclusive of three meals per day* and all non-alcoholic and alcoholic beverages, tax and service. Please note that credit card information will be required to secure the additional room nights.  Once reservations have been confirmed, cancellations will be subject to a penalty equivalent to one night’s room charges.

*Please note that lunch is not included on your arrival or departure days.  If you choose to have lunch at Grand Velas, there will be a charge of $40.00 per person.

What do we need to know if traveling with children?

Documentation

Regardless of age, children will need to present a valid passport to travel to Mexico and to return to your home country.  It is highly recommended that your passport be valid for six months beyond your return travel date.  Depending on your country of origin, the required validity may be different.  Please double check your expiration dates now!

For children under eighteen years of age traveling with their parents or guardians, the only additional requirements that apply will be in situations where only one parent is accompanying the children.  In this case, a letter of consent by the absent parent or, in the case of separated or divorced parents, a written official document must be presented from the absent parent.  This document must include:

*The name(s) of the authorizing parent(s)
*The name of the child.
*The name(s) of the adults accompanying the child and
*The notarized signatures of the absent parent(s)

The child must be carrying the original letter – not a faxed or scanned copy – as well as proof of the parent/child relationship (usually a birth certificate) – and an original custody decree, if applicable.
 
If there is only one custodial parent, the accompanying adult should be prepared to present documentation to that effect (e.g, a court order granting sole custody to one parent, a death certificate for the absent parent, etc.).
 
For mothers who have changed their name, an official document showing the name change or a raised-seal birth certificate with the mother's maiden name and a government issued photo ID with that name will be required before entry is allowed.
 

Airline Tickets

Spear One will be pleased to assist you with your children's travel arrangements.  The cost of your children's airline tickets will be at your own expense. 

There will be a $35.00 airline ticketing fee per child.   For those children who are confirmed within the group block of seats on USAirways or KLM/Delta, payment for the airline tickets and ticketing fees shall be paid directly to Autotask.  Details will be provided at the time of ticketing.  For those children who are confirmed outside of the group block of seats, payment shall be made by credit card at the time the
airline tickets are issued.

Room Accommodations

Grand Velas stipulates that a maximum of three adults or four people (including children) may stay in one room.  Rooms have either one king bed or two queen beds.  Rollaway beds are available. There is no cost for children 3 years old or younger in the same room with parents.  Children ages 4 to 16 will be charged a rate of $99.00 per child per night.  Children over 16 years of age will be considered adults and will be charged a rate of $275.00 per person per night.  Rates are inclusive of tax and service and include three meals daily and all beverages.

If you require an additional room, the rate will be $850.00 double occupancy ($425.00 per person) per night or $600.00 single occupancy per night, all-inclusive of tax and service. 

Airport Transportation

There will be no cost for roundtrip airport transportation for your children.  

Meals, Events, Activities

There will be no costs to you for your children for receptions and dinners, as well as for the Xel-Ha Tour.  Any additional events and activities will be at your own expense.  

If you would like your children to accompany you to the receptions and dinners or the Xel-Ha Tour, please indicate how many children will attend in each age category on your registration.


Children's Activities at Grand Velas and Babysitting Services

Please click on the "Activities/Children" webpage for information regarding children's activities at Grand Velas and for babysitting services.

What should we pack?

Resort attire is casual during the day.  A hat and sunscreen are highly recommended, as the sun is quite strong year round.  Don’t forget to pack shorts, t-shirts and swimwear.  Bathing suit cover-ups and shoes must be worn in reception areas, restaurants and lounges.

We highly recommend packing swimwear or lightweight clothing, hat and sunscreen in your carry-on bag so you may get comfortable right away upon arrival at the resort!

On the first and final evenings, resort upscale attire is recommended. Flat shoes or sandals are suggested on the final night, as the evening will take place on the beach.

Attire Glossary:

Resort Casual: Polo shirts, t-shirts, shorts and jeans are appropriate. (Bathing suit cover-ups and shoes are required in resort public areas.)

Resort Upscale: Dress polo shirts or collared shirts, dress shorts or trousers for men and dress shorts, slacks, sundresses or skirts for ladies.

What does the trip include?

Autotask guests will receive:

• Roundtrip air transportation between home cities and Cancun, Mexico with airport assistance upon arrival
• Roundtrip transportation between Cancun International Airport and Grand Velas Riviera Maya
• Accommodations at Grand Velas Riviera Maya in an Ambassador Ocean View Suite (four nights for President's Club and six nights for Elite Club)
• Complimentary Wi-Fi in your guest room and hotel public areas
• Three meals daily* and non-alcoholic and alcoholic drinks at all food and beverage outlets
• 24-hour in-suite dining and in-suite minibar
• Private welcome reception and dinner on Saturday, March 14
• Choice of one activity per person including a round of golf on March 15, Xel-Ha Aquatic Park Tour on March 16 or a massage or facial on March 15, 16 or 17
• Reception and dinner on hotel beach on Tuesday, March 17
• All gratuities for airport skycaps, hotel bellmen, maids, drivers and wait staff

*Please note that lunch is not included on your arrival or departure days.  If you choose to have lunch at Grand Velas, there will be a charge of $40.00 per person.

What is not included in the trip?

Additional charges that you incur such as laundry, valet service, telephone calls, spa treatments or rounds of golf (in addition to the choice of activity included in the trip), other activities or gift shop purchases, expenses related to children traveling, etc. are at your own expense.  Also, lunches on the arrival and departure days are not included. (Please see the note in the previous section.) 

The resort will keep a separate record of these expenditures for you. Please be sure you settle your incidental account with the resort upon check out. American Express, MasterCard and Visa are accepted.

What is the legal drinking age in Mexico?

The legal drinking age is 18.

What is the currency used in Mexico?

The official currency is the Mexican Peso; however, US Dollars are widely accepted.

What time is it in Mexico?
 
Riviera Maya falls within the Central Time Zone.  Riviera Maya will switch to Daylight Savings Time beginning February 1.  During March, the US will be on Daylight Savings Time as well. The time in the Riviera Maya will be one hour behind the US East Coast and five hours behind London.  When it is 12:00pm in the Riviera Maya, it will be 1:00pm in Albany and 5:00pm in London.

What will the weather be like?

With an average high temperature of 84ºF and an average low of 71ºF, the temperate climate is ideal in March.  There is less than a 15% chance of rainfall during the month of March.

What voltage is used in Mexico?

The voltage and plugs in Mexico are the same as used in the United States, which is 110 to 120 volts AC.  A converter will be required for 220v appliances and electronics.

Where can I be reached while in Mexico? Will I have Internet access?

While staying in Mexico, you may be reached at:

Grand Velas Riviera Maya
Carretera Cancun Tulum, Km. 62
Playa del Carmen, Municipio de Solidaridad
Riviera Maya, Quintana Roo C.P. 77710 Mexico

Tel: +52-322-226-8689

Contact your cell phone provider to determine if you will be able to use your phone while in Mexico.

Complimentary Wi-Fi will be available in your guest room.

What am I permitted to bring back to the US and UK?

At the time of publication, US citizens are allowed a duty-free shopping quota of $800.00 per person.  Included in the exemption is a maximum of one liter of alcoholic beverages.  You are also allowed to bring back one carton of cigarettes. 

For a detailed explanation of the customs allowances, US citizens may refer to Customs.

UK nationals are permitted an allowance of £390 in goods.  For more information on alcoholic beverages and tobacco items, please visit Customs.

If you are traveling from another country, please inquire locally regarding Customs limitations.