Frequently Asked Questions
What documentation will we need to enter Mexico?
In order to ensure that your travel to Riviera Maya is a hassle-free experience when passing through international borders, please have the following forms completed on your arrival:- Customs Clearance Form (will be provided by airline staff)
- Passport (please see criteria below)
- Mexican Tourist Card (will be provided by airline staff or at the gate when you land)
If you and/or your guest are not a US citizen, please contact the Circle of Excellence Hospitality Staff at (972) 661-6415 or at info@gbcircleofexcellence.com. Additional information is available here.
What is the Customs process?
Once you deplane, you will present the Mexican immigration agent with your Customs Clearance Form, Tourist Card and Passport. You must keep your Tourist Card and present it at your departure. You will then claim your luggage and proceed to Customs.At Customs, you will press a button on a light resembling a traffic signal. A green light means that your bags will pass through without inspection. A red light means that your bags will be inspected.
Where do we meet our ground transportation?
After clearing Customs, you will pass through a short hallway leading outside. You will be approached throughout the hallway by merchants selling time shares, vacations or car services. DO NOT STOP at these locations. Please exit the building and look for staff wearing a turquoise shirt and white slacks, that will be holding a Circle of Excellence sign. They will assist with your luggage and escort you to waiting ground transportation vehicles.Note: If your luggage is lost, stay in the airport terminal near the baggage claim carousels. DO NOT pass through customs. Fill out a lost luggage report with your airline. You must receive a print out with a phone number and report/claim number. Once at the resort, the Circle of Excellence Hospitality Staff will assist you in calling to check on the status of your luggage.
When will we receive our information?
After submitting your registration, you will receive an email confirmation with all registration details. Within 3-5 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 air provider at (800) 346-1315 during regular business hours (9:00am to 5:00pm CST Monday-Friday).
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 Secrets Akumal Riviera Maya, you will receive a welcome packet with additional information.
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 three 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.Should we reconfirm our flight?
There may have been flight number and/or schedule changes since your airline tickets were issued. For this reason, it is always advisable to reconfirm with your originating airline approximately 24-hours prior to departure. Real-time flight information can be found here.How do we check in?
Many airlines offer any/all of the following options. Contact your airline to see what is available to you:- Online check-in
- Mobile check-in
- Kiosk check-in
- Curbside check-in
- Ticket counter check-in
What is my airline's baggage policy? What are the security restrictions?
Please contact your air carrier for its complete baggage policy. Many airlines now charge for the first and/or second checked piece of luggage per person. Most airlines allow one free carry-on bag and one small personal item per person. Additional fees apply when exceeding the free baggage allowance. Your carry-on bag must fit in the overhead compartment or under the seat in front of you.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.
Important Note:
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.
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. Wear shoes you can easily remove to expedite 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.
How should we identify our luggage?
Please attach the luggage tags you will receive with your final travel documents to your luggage when traveling on this program. 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 in a timely manner when you arrive at the resort.What if we need to make a change to our flights?
Please contact the Circle of Excellence Hospitality Desk at (800) 346-1315 during regular business hours (9:00am to 5:00pm CST).Please be advised that any changes after ticketing will most likely incur additional costs.
If you are going to miss your flight, please advise the Circle of Excellence Hospitality Staff 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?
Again, please advise the Circle of Excellence Hospitality Staff as soon as possible so they may cancel your arrangements.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 Secrets Akumal Riviera Maya, simply complete the information on the Registration Form and the Circle of Excellence Hospitality Staff will contact you. Confirmation of your extension will be based on availability. Please make these arrangements as early as possible, due to limited availability.What is the dress code?
Casual summer wear can be worn during the day. Dress accordingly with in lightweight cotton to keep you cool and comfortable. Evenings can be cool so consider packing a lightweight jacket, sweater or wrap.Casual Elegance should be worn to the Welcome Reception and the Awards Dinner. Men should wear long pants, collared shirt with sleeves and closed shoes. Women should wear dresses or long pants. Flip flops, shorts and t-shirts are not allowed in the resort fine dining restaurants at dinner.
Don't forget to pack a hat/visor, lip balm, sunglasses, sunscreen, bug spray with DEET and lotion, along with comfortable walking shoes.
US Department of State Travel Advisory
We want to make you aware that the US Department of State has issued a Travel Advisory for the state of Quintana Roo, Mexico. The warning is at a level 2 travel advisory which advises to exercise increased caution.Periodically, State Department warnings are issued or updated to help US citizens and resident travelers understand the risks of traveling to certain places, and they are helpful advisories. This updated warning identifies dangers as incidents that often take place in large metropolitan areas within the US and other countries. Tourists and tourist locations are not being targeted. The safety and security of our attendees is our top priority. We are in constant communication with our partners in the Riviera Maya (hotel, transportation, etc.) to ensure all measures of security are being taken for guest safety.
Rest assured, we will continue to monitor the situation in the Riviera Maya and communicate with you as needed. If you have any specific questions about your safety, please contact us at info@gbcircleofexcellence.com.
Should I be concerned about Zika Virus?
Before finalizing travel plans, we want to make sure you consider all relevant factors, including the existing warnings regarding the Zika virus. We understand that Mexico is included on the list of breeding areas for this mosquito-borne virus. We have included the links below that will provide you more information on the virus and the destinations being impacted by the virus.Your safety is of the utmost importance to us; therefore, we will continue to monitor the CDC travel alerts and keep you informed should more developments occur in Mexico. In the interim, if you have any questions at all, please don't hesitate to contact the Circle of Excellence Hospitality Staff at info@gbcircleofexcellence.com or by phone (972) 661-6415 Monday - Friday 9:00am - 5:00pm CST.
