DIRECTORY OF SERVICES:
GRAND VELAS
RIVIERA NAYARIT
Useful information for your stay
We appreciate your choice to be our guest. If you need specific assistance, this directory offers resources and contact numbers that can help during your vacation.
AIR CONDITIONING
Each suite is equipped with a manual air conditioning control.
BATH ROBES
Each suite has two robes for use during your stay. If you wish to purchase one, they are available in the resort boutique.
CRIBS
May be requested by dialing 0.
ELECTRICITY
The electricity voltage in Mexico is 110 V, 60 cycles per second (60 Hz.) Adaptors and transformers may be requested through the Concierge.
HAIR DRYER & STRAIGHTENER
The hair dryer is located in your closet. The straightener is available upon request with the housekeeper.
HOUSEKEEPING SERVICE
Available from 7:00 a.m. to 11:00 p.m. by dialing 0.
IRON AND IRONING BOARD
All suites are equipped with irons and ironing boards, located in the closets.
SAFE
Each suite features an electronic safe in the closet. Additional safe deposit boxes for storing items of value are available in Reception.
WEATHER FORECAST
If you would like information about the weather please contact the operator by dialing 0.
WATER
The water at the resort is
SUITE AMENITIES
completely purified at our own purification plant.
LOST ITEMS
Please contact the Concierge.
RESTOCKING OF YOUR MINIBAR
Each suite has a minibar with soft drinks, beer, water and snacks stocked daily. Please inform the Concierge of your favorite beverages.
SUITE SERVICE
Available 24 hours. You’ll find The menu in the interactive TV of your suite. To place an order, dial 0.
TELEVISION
Programmed to provide popular channels such as CNN, NBC, TNT, ESPN, and ESPN2. You will be able to check all the available channels in the list located in the Guide option.
TURNDOWN SERVICE
Provided daily between 6:00 p.m. and 10:00 p.m. To schedule service at a certain time please call the Concierge.
VOICE MESSAGES
A red light on your telephone indicates that you have a voice message. To listen to your messages, press the mail button and follow the instructions.
TELEVISION
The television in your suite is programmed with standard channels, including CNN, NBC, TNT, ESPN and ESPN2. A list of all available channels is located on the desk.
WAKE-UP CALLS
May be requested through the operator by dialing 0.
PILLOW MENU
As part of our commitment to your comfort, we are pleased to offer you a selection of fine imported German pillows to enjoy during your stay. Please select the pillows of your choice and contact the Concierge at exts. 4360 / 4361 to have them delivered to your suite.
CARNATION
Rigid (very firm). 100% polyurethane.
DALHIA
Semi–soft. Covered with 65% polyester, 35% stamped white cotton with cord finished stitching, filled with 60% polyester and 40% feather-like polyester.
LILY
Comfortable. Lined with 100% cotton and padded with selected feathers. The pillowcase is made with 100% cotton fabric and has a cylindrical shape.
NARD
Semi-rigid. Covered with 65% polyester, 35% stamped white cotton fabric with cord finished stitching, filled with 100% polyester fiber.
POINSETTIA
Firm. Covered with 65% polyester, 35% stamped white cotton fabric with cord finished stitching, filled with 100% polyester fiber.
ORCHID
Soft. Covered with 65% polyester, 35% stamped white cotton fabric with cord finished stitching, filled with 100% polyester fiber and imitation feathers.
ORTHOPEDIC
Firm but gentle at the same time.
Its shape and material allows you to maintain a correct posture during sleep, thus relieving and preventing back or neck pain.
RESORT SERVICES
ACTIVITIES
On the interactive TV menu, under the Services section, in the Activities option, you will find the daily program at the resort. For further information, please contact Concierge.
BELL BOYS
Available 24 hours. Please dial 4330 or 0 to request the service.
BOUTIQUE
Located between the lobby and the Spa. Here you will find tobacco products, magazines, pharmacy items, clothes and beach accessories as well as local art, fine jewelry and souvenirs. Hours: Open daily from 9:00 a.m. to 10:30 p.m. Ext. 4340.
BOX LUNCH
Going fishing or to the beach? We can prepare a delicious lunch for your trip. Please request 24 hours in advance from the Concierge, at extensions 34360 and 4361. This service has an additional charge.
BUSINESS CENTER
A tranquil, comfortable place to use the Internet, read, hold business meetings and more. Open 24 hours and located just steps away from the lobby. Ext. 4360
- Provides the following services:
- Exclusive computer area
- Printing center
- Wi-Fi with coverage throughout the resort
- Direct fax line
- Wireless telephone
- Domestic and international newspapers
- Coffee and tea 24 hours
- Additional services:
- Audiovisual equipment rental
- Conference presenter support
- Administrative services
- Simultaneous translation
- Creation of multimedia presentations
- CD and DVD copies
Open 24 hours. Dial the ext. 4360.
GYM
Our high performance gym is equipped with 12 cardiovascular stations including treadmills, cross trainers and exercise bikes, plus 21 variable resistance machines and weight training stations. We also offer daily meditation, yoga and pilates classes. Private trainers are available by appointment.
SIGNATURE SPA
Over 30 treatments to select from, treatment rooms and exclusive beauty salon services. Open daily from 8:00 a.m. to 8:00 p.m. For information or reservations dial extensions 4701 or 4702.
CHECK-IN AND CHECK-OUT
Check-in is at 3:00 p.m. Departure time is at 12:00 p.m. with a 60-minute grace period. The Bell Boys department will gladly assist you with your luggage. Please dial 4330 to request this service.
CONCIERGE
Available 24 hours at extension 4360, 4361 or by dialing 0.
CURRENCY EXCHANGE
Available 24 hours in Reception.
GROUPS AND CONVENTIONS
Venues for indoor and outdoor events are available, with ample spaces for your meeting, convention and banquet needs. For more information please contact our specialists at extensions 4831 and 4832.
LAUNDRY AND DRY CLEANING
Bags and a form for this service can be found in your closet. If you desire same-day service please contact the Concierge before 10:00 a.m. by dialing 0. This service has an additional charge.
LONG DISTANCE CALLS
To make a long distance call please dial 0. The operator will process a charge to your suite. If the person you wish to reach is not available, Mexican telephone company “Teléfonos de México” still charges for the service. Collect calls incur a service charge. International calls carry an inflated charge due to the conversion of the peso to the dollar, in addition to a 16% service charge. For more information about these charges, please contact the operator.
MEDICAL SERVICES
Please contact the Concierge by dialing 4360 or 4361, to request immediate medical service. This service has an additional cost.
ICE SERVICE
There is an ice machine on each floor of the resort. If you prefer to request ice, please contact the operator.
INTERNAL AND LOCAL CALLS
To reach another suite dial 1 + suite number. For local calls dial 9 + local number. This service has an additional charge.
KIDS’ CLUB
The Kids’ Club has amazing activities for kids age 4 to 12 years old, every day from 9:00 a.m. to 11:00 p.m. Activities may vary according to weather
POOL
Open from 8:00 a.m. to 8:00 p.m.
VOICE MAIL
May be activated in two ways: by dialing the rapid access numbers located-
SERVICES WITH ADDITIONAL CHARGE
AQUATIC ACTIVITIES
Please contact the Concierge in the resort lobby or dial 0 from your suite.
CAR RENTAL
Please contact the Concierge at extensions 4360 or 4361 if you require the service.
GOLF
To make a golf reservation please visit the Concierge in the lobby or call extensions 4360 or 4361.
MEDICAL ASSISTANCE
For assistance please contact the Concierge or the operator by dialing 0.
MAPS
Maps of the Riviera Nayarit are available at the Concierge desk in the lobby.
PACKAGES AND DELIVERIES
Will be immediately sent to your suite. For information please contact the Concierge.
TRAVEL AGENCY
Please contact the Concierge in the lobby or dial 0 from your suite.
CONVENTION CENTER
A space equipped with computers, WI-FI, and a printing room. Additional services include renting audiovisual equipment
conference support, secretarial services, simultaneous translation, and creating multimedia presentations.
Open 24 hours and located just steps away from the lobby.
PHARMACY
We offer basic over-the-counter medicine, toiletry items, and other items in the boutique on the lobby's main floor. You may contact a doctor through your Concierge if you require prescription medication.
PROFESSIONAL PHOTOGRAPHY
For an unforgettable souvenir of your vacation, professional photography by In.Joy! is available in the lobby area. For more information please call the Concierge at extension 4360.
SPECIAL OCCASIONS
If you are celebrating a special occasion during your stay it would be our pleasure to help make it unforgettable. For more information please contact the Concierge.
TAXIS
Available 24 hours. To request taxi service please dial the Concierge at extension 4330.
EXECUTIVE BOARDROOM
With a capacity of eight people, contact your Concierge to request the service.
TELEPHONE INFORMATION
AIRLINE AND AIRPORT INFORMATION
For flight confirmation, please contact your travel agency or your Concierge in the lobby area.
Aeroméxico
Air Canada
Alaska Airlines
American Airlines
Aviacsa
Avianca
British Airways
Continental Airlines
Copa Airlines
Delta Airlines
Iberia
Japan Airlines
Jet Blue
KLM
LAN
Lufthansa
Northwest Airlines
Qantas
Spirit Airlines
Taca / Lacsa
United Airlines
U.S. Airways
Cancun Airport
9 + 01 + 800 021 4000
9 + 01 + 800 719 2827
9 + 01 + 800 252 7522
9 + 01 + 800 904 6000
9 + 01 + 800 284 2272
9 + 01 + 800 123 3120
9 + 001 + 866 835 4133
9 + 01 + 800 900 5000
9 + 001 + 800 265 2672
9 + 01 + 800 123 4710
9 + 01 + 55 1101 1515
9 + 01 + 55 5242 0150
9 + 001 + 800 861 3372
9 + 01 + 800 830 7400
9 + 01 + 800 123 1619
9 + 01 + 800 908 9804
9 + 001 + 800 225 2525
9 + 001 + 800 892 9761
9 + 01 + 998 884 3112
9 + 01 + 800 400 8222
9 + 01 + 800 003 0777
9 + 01 + 800 007 8800
9 + 01 + 998 848 7200
CONSULATE INFORMATION
To reach your consulate, dial the ext. 0.
ENVIRONMENTAL AND SOCIAL POLICIES
Velas Resorts is an environmentally conscious organization and generator of employment in the region. We also seek commercial business partners who carry out environmentally responsible practices. The following are just a few of our initiatives.
We make the effort to promote environmental responsibility in our operations, adhering to strict standards of waste reduction, proper disposal of waste, efficient use of energy, and making informed decisions with regard to buying, renovating and facility management.
We conserve energy by using it reasonably and rationally, using the latest technology in our low-energy consumption air conditioning systems in order to avoid the emission of contaminants.
We reduce solid and non-recyclable waste, and use biodegradable products for cleaning as well as maintenance of the facilities and green areas. We protect the natural flora and fauna of our beautiful surroundings.
We continuously train and raise awareness among our employees regarding environmental policies and practices. Additionally, we invite our guests to engage in mindful and responsible food consumption and to participate in the campaign for the reduction of organic waste.
We contribute to community development through participation in charitable activities, donations, literacy and educational regularization programs, conservation projects, and special events.
The present Internal Regulations obliges the resort GRAND VELAS RIVIERA NAYARIT, with address at Av. Cocoteros #98 Sur, Nuevo Vallarta, Riviera Nayarit, C.P. 63735, as well as its guests who hire their services, to comply with the norms included in it.
- Grand Velas Riviera Nayarit seeks to provide relaxation and harmonious coexistence, for this reason, guests must behave with decency and morality within the premises, as well as abide by all the security measures set out herein. It is forbidden to scandalize, disturb, and disrespect the tranquility moments of other guests. By ignoring this, the guest renounces his stay contract and may be evicted at the time.
- The resort is obliged to respect the guests’ reservations duly confirmed, guaranteed, and paid.
- By operation of law, every person who stays at our facilities is obliged to register their data and those of their companions using the cards designated for that purpose.
- The check-in time is at 3:00 p.m. and check-out time is 12:00 p.m., with a 60-minute tolerance period after the scheduled time to vacate the suite. Guests who wish to stay longer must notify the Reception area, and leave a new guarantee of payment to make the corresponding charge per person, per night.
- The establishment may refuse service when the guest arrives under the influence of alcohol, drugs, or narcotics; if they appear to intend to abuse the facilities or services; or when acting violently and puts at risk the safety of the guest himself at risk, as well as other guests’ or staff’s safety.
- It is only with the permission of the manager of the establishment that a guest may bring a service employee to the resort. The person named on the reservation of the suite will be responsible for this person and their conduct, and the resort may cancel the service and remove the service employee from the premises should any adverse issues arise.
- The use of the resort parking lot has no extra charge. The establishment is not responsible for partial or total damage to the vehicle, or objects left inside.
- The following maximum capacities must be observed according to the suite type:
• Master Suite: 3 adults and 1 minor; or 2 adults and 2 minors
• Parlor Suite: 3 adults, 1 minor, and 1 infant; or 2 adults and 2 minors
• Parlor Oceanview Plus Suite: 3 adults, 1 minor, and 1 infant; or 2 adults and 2 minors
• 1-bedroom Governor Suite: 3 adults and 1 minor; or 2 adults and 2 minors
• Grand Class Suite: 2 adults
• Grand Terrace Suite: 2 adults
• 2-bedroom Family Suite: 6 people
• 2 or 3-bedroom Family Residence: 6-8 people
• 3-bedroom Presidential Suite: 8 people - According to the guidelines established by Cofepris (Federal Commission for the Protection against Sanitary Risks), the resort is a 100% smoke-free establishment.
- It is strictly forbidden to prepare food inside the suite; to use the electric current for other purposes than lighting, as well as washing or hanging clothes inside the resort.
The use of coolers is not allowed in the pool area, beach, gardens, and/ or suites’ terraces. - It is strictly forbidden that guests nail or place portraits, images, or other objects on the walls, as well as having medicines or substances that, due to their strong odor or stench, make the atmosphere unpleasant, and at the same time, bother the other guests.
- The staff must respect the guests’ privacy during their stay. The staff may only have access to their suites in cases where it is confirmed that the guest’s safety is threatened, or upon the guest’s request.
- The use of inappropriate shirts or clothing is not allowed inside the pools. Infants should wear a special diaper.
- The establishment’s and guests’ rights to report to the competent authorities illicit facts or those that are the responsibility of any of the parties —in their persons and property— are protected, as long as they occur within the resort facilities.
- Any complaint, suggestion, or congratulation should be reported with the person in charge at Reception, according to the guidelines set by the Ministry of Tourism.
- We understand, acknowledge, contribute to, and positively respond to the rights of local indigenous peoples. If you visit any of the local communities, we invite you to respect the region's customs, beliefs, or cultural aspects and the surrounding communities.
- If a guest invites another person to their suite after the initial registration process, reception must be notified to process the corresponding payment.
- If a guest invites another person to their suite after the initial registration process, Reception must be notified to process the corresponding payment.
INTERNAL REGULATIONS
- In case a guest decides to invite an additional person to their suite after original registration, Reception must be notified to process the corresponding payment.
- Lodging services must be paid in advance (terms vary according to the season). In case the stay is longer than 7 days, guests must pay per week. If payment is not received on time, guests will lose their right to use the suite. The administration will issue an invoice for the services provided and the amount covered by guests. The resort does not assume responsibility for external services contracted directly by guests.
- Guests must behave with decency and morality within the facilities; it is forbidden to alter the order, to do activities that inconvenience or disturb other guests, as well as to carry out any act or crime (gambling, using drugs, etc.) prohibited by Mexican law.
- Resort services will be provided without discrimination on the basis of sex, race, political or religious beliefs, nationality or social class.
Likewise, the resort will not tolerate discriminatory acts towards its staff. - The resort will not be held responsible for losing cash or valuables not deposited in a safe. Additional safe deposit boxes are available in Reception, for which a unique, unduplicated key will be provided.
- It is not allowed to have any type of animal in the suites without authorization from the Management, for which the service animal requirements must be met. We do not admit pets or therapeutic assistance animals.
- The use of furniture, clothing, and other objects of service must be rational and moderate, taking care of them properly. When leaving their suite, guests must leave the doors, windows, and water outlets closed, as well as return their suite’s keys to the Reception.
- The resort has taken proper security measures by installing a sufficient number of fire extinguishers, water spigots and hoses to be used in case of emergency. In such circumstances, guests must notify the operator.
- Out of respect for other guests, the use of music players or any sound device is not allowed in the pool area, beach, gardens, and suite terraces. Same policy applies to the use of coolers, food containers, glass bottles, or preparing food in these areas. Loungers, chairs, or umbrellas cannot be held for later use in the pool and beach areas.
- Loungers, chairs, or umbrellas cannot be held for later use in the pool and beach areas.
- Objects or values forgotten by a guest in any area within the resort facilities and found by our staff, will remain in the custody of the administration for up to three months. Objects such as jewelry and electronic devices will remain in custody for up to six months. If the period has expired and there is no claim, the resort is not responsible for the objects.
- There are no lifeguards in the resort, so remaining safe when using pools and beach areas is the responsibility of the guest, as well as taking care of the minors under their supervision.
- It is strictly forbidden to introduce firearms, solvents, or explosive substances. Otherwise, these objects will be reported to the competent authority.
- The guest will be attended by the doctor in their suite. If the illness is contagious for reasons not attributable to the resort the person will be transferred at their own expense to an adequate treatment facility. The Management shall immediately notify the competent authority if it is discovered that there is a danger of contagion or any unusual event. The person in charge at Reception must issue the detailed receipt or invoice of the services provided and the amount covered by the guest.
- In compliance with the provisions of the Official Mexican Standard “NOM-07- TUR-2002”, published by the Ministry of Tourism in the Official Federal Gazette on December 4th, 2002, we inform guests and users that a general civil liability policy protects this resort.
- The cases not foreseen in the present regulation will be attended to what is established by the Mexican Federal Tourism Law, the valid regulations of establishments, and other applicable provisions in the matter.
- At Grand Velas Riviera Nayarit, we reject any form of exploitation, including that of children and adolescents. One of the actions we take to protect their well-being is our voluntary commitment to the National Code of Conduct (CCN) for the Protection of Girls, Boys, and Adolescents in the Travel and Tourism Sector, created by the Ministry of Tourism of the Government of the Republic (Sectur). More information can be found here.
- We understand, acknowledge, contribute to, and positively respond to the rights of local indigenous peoples. If you visit any of the local communities, we invite you to respect the region's customs, beliefs, or cultural aspects and the surrounding communities.
SECURITY
EMERGENCY EVACUATION ROUTE
A map showing the emergency evacuation route can be found inside the main door to your suite. Please take a moment to review it and locate your suite on the map and the evacuation route in case of emergency.
BLOCKED EXITS
Return to your suite if the stairs are full of smoke and seem unsafe to use.
Please pay close attention to the following instructions, which explain what to do if you cannot leave your suite.
- Turn off the air conditioner to avoid drawing smoke into the suite.
- Place a wet cloth at the bottom of your door to prevent smoke from entering.
- All gaps should be covered with a wet cloth.
- Fill your jacuzzi with water.
- Fill waste cans and ice buckets with water and keep them close by. Use them to moisten towels and linens to prevent smoke from entering.
- Call ext. 0 to inform staff of your location.
HURRICANES
Calm waters characterize the Pacific coasts in Jalisco and Banderas Bay in Riviera Nayarit. However, measures have been adopted in the event of a hurricane. According to the monitoring of tropical storms, there are different phases and types of alerts, of which our staff will inform you in time. In the event of a tropical storm or hurricane, stay calm and follow the directions of our staff.
If you are in a threatened area outside the resort, follow the instructions of the local official authorities, immediately leave the danger area, and go to the designated shelters if the authorities indicate it.
Remember to remain calm at all times. As soon as the threat passes, authorities and/or resort staff will provide you with information and instructions to follow. The resort has trained brigades to activate first aid until the competent authorities arrive.
EMERGENCY PROCEDURES
Smoke detectors, fire suppression systems, and emergency communication systems are found throughout the resort. If the alarm sounds, elevators will immediately descend to the lobby area until the alarm is deactivated. In an emergency, guests will be notified of the alarm state via the emergency communication system.
We recommend taking a few minutes to review this information:
EMERGENCY EXITS
When you arrive at your suite, please locate the nearest emergency exits. We recommend walking to the closest exits and fire extinguishers and counting the number of doors you pass. This will help you remember their distance and location if the hallways are dark or smoke-filled.
ALARM
If you hear an alarm while in your suite, remain where you are and wait for instructions; your Concierge will advise you on what to do next.
Fire
If you discover a fire, please close the nearest doors to prevent it from spreading. Dial 0 immediately to report the emergency, or activate the nearest fire alarm by pulling down the red emergency lever. When leaving your suite, always carry your key with you. Elevators are not to be used as emergency exits for any reason.
Evacuation
If you receive the order to evacuate your suite, take your key. Be sure that the handle of your door is not hot before opening it. Use the back of your hand to touch the door and see if it feels hot or cold. Close it immediately if there is a fire outside and remain in your suite.
If there is little or no smoke in the hallway, go to the nearest exit. Remain close to the walls along the way. If the hallway is dark or smoky, count the doors as you move toward the exit, using the wall to guide you. If the stairs are safe, proceed to the lobby.
From suite to suite: Suite number
Local calls: 9 + local number
Local calls to cellular phones: 9 + 044 + 984 + cellular number
National calls to cellular phones: 9 + 045 + area code + cellular number
Long distance within Mexico: 9 + 01 + area code + number
Long distance to Canada and USA: 9 + 001 + area code + number
Collect calls to USA: Ext. 8920
Collect calls to Canada: Ext. 8921
Long distance to Europe and the rest of the worlD: 9 +00 + country code + area code + number
Long distance collect calls to Europe and the rest of the world: Ext. 8921
Resort Call Center: Ext. 0
Grand Velas Riviera Nayarit: + 52 322 226 8000
For guests: + 52 322 226 8001
Email for guests: guestservicern@grandvelas.com
Emergencies at the resort: Ext. 0
From suite to suite: 1 + suite number
Local calls: 9 + local number
Long distance calls within Mexico: 9 + 01 + area code + number
Long-distance calls to the United States and Canada: 9 + 001 + + area code + number
Collect calls to the United States: **1
Collect calls to Canada: **2
Long-distance calls to Europe and the rest of the world: 9 +00 + country code + area code + number
Local numbers begin with the area code 322. Not all 800 numbers to the USA and Canada can be dialed from Mexico. An access charge of $10 MXN applies to each local call.
For more information about rates for long distance and 800 numbers, please call ext. 0.