Frequently Asked Questions

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Yes, it is always a good idea to have some pesos, Mexico rarely accepts US dollars today; however, please note: almost all legimate establishments in Mexico accept credit cards. Further, credit cards always offer your best exchange rate. So, yes a small amount of pesos makes sense, but do not go overboard or you may be left with currency which you have to pay to exchange twice.

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The drive time from Cancun International Airport (CUN) to the Dreams Sands Cancun Resort & Spa by car or shuttle is approximately 27 minutes under normal traffic conditions.

The distance between the two locations is about 25.9 kilometers (16.1 miles).

The best protocol if your checked bags do not arrive in Mexico after your flight is to immediately file a report with the airline's desk before leaving the airport.

Under the Montreal Convention, which governs international air travel, the airline is responsible for locating your bags and compensating you for necessary expenses incurred due to the delay.

Do not leave the airport without completing these steps.

• Go to the Airline's Baggage Service Office (BSO): This is usually near the baggage claim carousel. Go to the desk of the final airline on your itinerary, as they are responsible for the luggage's arrival.
• File a Baggage Irregularity Report ($\text{PIR}$): Tell the staff your bag has not arrived. You will fill out a form providing your flight number, contact information, and a detailed description of your luggage.
• Get Your File ID: The agent will give you a 10- or 13-character file reference number (File $\text{ID}$ or $\text{PIR}$ number). This number is critical for tracking your bag and filing all future claims.
• Retain Documentation: Get a copy of the completed report and keep your baggage claim tag sticker and itinerary. Take a clear photograph of the report sheet.
• Provide Delivery Address: Tell the agent where you will be staying in Mexico (your hotel or rental address) so they can deliver the bag once it is found.

Once you have left the airport, you must focus on tracking your luggage and retaining receipts for compensation.

• Track Your Bag: Use the File $\text{ID}$ on the airline's website or app to track your bag's status. Some airlines, like Aeromexico, allow tracking via their website or even messaging apps like $\text{WhatsApp}$. Check for updates regularly, as they don't always email you.
• Purchase Essential Items: The airline will reimburse you for reasonable and necessary items you need immediately while away from home, such as toiletries, underwear, and a change of clothes.
• Keep All Receipts: Save the original, dated, itemized receipts for everything you purchase. You will need to submit these when you file your claim for reimbursement.
• Submit Reimbursement Claim: Send the airline your $\text{File}$ $\text{ID}$, ticket receipt, baggage claim checks, and original receipts within 30 days of the delay.
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Your rights for international travel are governed by the Montreal Convention.

• Liability Limit: For most international flights, the maximum compensation limit for lost, delayed, or damaged bags is approximately $1,700 to $2,000 per passenger (expressed in Special Drawing Rights or $\text{SDR}$s).
  
  • Note: Airlines are generally not liable for items like cash, jewelry, electronics, or business papers packed in checked bags, but the Montreal Convention requires compensation for excluded items if the airline accepted them for transportation.
• Lost Bag Definition: Most airlines will declare a bag officially lost between 5 and 14 days after the flight, though this can vary. If the bag is not located after 21 days, it is officially considered lost.
• Baggage Fee Refund: The airline is also required to refund any fees you paid to check the lost bag.

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Yes, you may charge purchases to your room per the protocols of the hotel. These charges will be your responsibility and you will be asked by the hotel to have a valid credit card on file in order to guarantee the charges. No, RSI Vacations is not responsible for your incidental charges including in room movies, call drinks not included in the resorts all inclusive offerings, excursions, etc.

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This website contains all of the information necessary to assist you. The Hotel staff, Chuck, Tim, Stephone, and Brandy are on site to assist if you cannot find what you need on this site.

The best course of action if you lose your passport in Cancun is to immediately report the loss/theft and contact your country's nearest consular office to schedule an in-person appointment for a replacement passport or an emergency travel document.

Here are the critical steps you must follow:

You must report the missing passport to two different entities to protect yourself from identity theft and begin the replacement process.

• Go to the nearest Mexican police station to file an official report.
• Obtain a copy of the police report. This is not mandatory, but it can help confirm the circumstances of the loss or theft when applying for your new passport.
• Tip: If you do not speak Spanish, consider calling your Consular Post first, as they may be able to help you or provide advice for the police visit.
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• U.S. Citizens: Report the passport as lost or stolen to the U.S. State Department. You can do this online using the DS-64 form, or by phone (toll-free at 1-877-487-2778).
  
  • Note: Once reported, the passport is canceled within one business day and is no longer valid for travel.

You must appear in person at your country's embassy or consulate to apply for a replacement passport.

The U.S. Consular Agency in Cancun is the closest office for assistance. Appointments are required for passport applications.

• Location: Plaza Caracol Dos, Segundo Nivel No. 320-323, Blvd. Kukulkan, Zona Hotelera (Hotel Zone), Cancún, Q.R. 77500.
• Phone (from the U.S.): 011-52-998-883-0272.
• General U.S. Embassy/Consulate Phone (Mexico): From the U.S.: 011 52 55 5080 2000.

• Location: Torre Europea, Office 202, Blvd. Kukulcan KM 12.5, Cancún Hotel Zone, 77500 Cancun, Mexico.
• Phone: (+52) (55) 1670 3200.
• Hours: Open to the public from 10:00 am – 12:00 pm (CST). Public access is by appointment only.

You will need to make an appointment and appear in person to apply for a replacement passport. If you have urgent travel plans, request an Emergency Passport.

Gather the following documents before your appointment to speed up the process:

• Application Form: Completed DS-11 Application for Passport.
• Proof of Citizenship: A U.S. birth certificate, Consular Report of Birth Abroad, or a photocopy of your missing passport.
• Photo ID: Identification such as a driver's license or expired passport.
• Passport Photo: One recent $\mathbf{2 \times 2}$ inches $\mathbf{(5 \times 5}$ $\mathbf{cm)}$ photo meeting U.S. standards.
• Travel Proof: Your airline tickets or travel itinerary (to prove the urgency, especially for an emergency passport).
• Police Report: The copy of the report you filed with the Mexican police.
• Fees: Replacement passports generally cost the same as any other passport (around $170 for a regular replacement).

• Emergency Passport: Issued if you have urgent travel plans and cannot wait the standard processing time (which can be 10–15 business days). It is a limited-validity passport (valid for up to 1 year) that you can use to fly home, and you may exchange it for a full-validity passport after your trip.
• Regular Replacement: A full-validity passport (10 years for adults) that you should apply for if you have enough time before your trip home.