Frequently Asked Questions

You can see the cancellation policies clicking here.

Send an email to [email protected] with your name and your confirmation number. We also provide assistance via chat, our contact form, and phone.

You can ask us to modify them via chat or telephone, sending us an email to [email protected], or through our contact form by adding your name, reservation number, and the correct information.

Of course you can, contact our Customer Service who will give you all the options we have for you.

You can ask for your service confirmation number through chat, telephone, sending an email to [email protected], or via our contact form with your name and the selected tour.

Of course you can pay once you arrive to Cancun. In this case you will need to pay directly in our offices located in Cancun Hotel Zone, we do not have sales representatives at the hotels, you need to complete your booking at least 24 hours in advance.

Most of the tours can be operated in the rain, however in case that the activity is cancelled, we can reschedule the tour or get you a full refund.

Cancun and the Riviera Maya has a semi-tropical climate, with an average annual temperature of 80ºF and can rise to 90ºF in summer. Cancun weather for a specific date cannot be forecasted with more than a week in advance.

Rain can be heavy at times in Cancun, but it is unlikely to rain for the whole of your trip. Often a heavy downpour will be followed by bright sunshine an hour later.

On shared or regular tours, you can return to your hotel before planned, however you will pay an extra rate for this option; in the case of the private services, it’s possible to come back earlier without any problem.

Yes, there is a special area where you can see your kids during the activity

Of course, except for swimming with dolphins activities and Rio Secreto where cameras are not allowed. (We are not liable for any damages or loss of devices in the tours)

No problem, we have a special beginner’s program. Contact our Customer Service Team who will give you more information.

If you are traveling with children we recommend visiting theme parks like Xcaret, Xel-Ha, Garrafon, Captain Hook pirate boat show, and archaeological sites.

Depending on the age of your children some activities can be unforgettable experiences for them, such as swimming with dolphins or Xplor Adventure Park.

Your confirmation letter, valid ID, extra money, sunscreen, swimsuit, beach towel, insect repellent, sunglasses, and in some cases a cap or hat can be useful.

In Chichen Itza and Tulum Pyramids climbing is not allowed, however there are some Mayan Ruins as Coba and Ek Balam where climbing is still possible.

We accept Visa, MasterCard, American Express, and Paypal.

Yes, you can pay in USD with Visa, MasterCard, or Paypal. In the case of payments with American Express, charges are done in Mexican Pesos at current exchange rate.

You can find our current exchange rate by contacting our Customer Service Team via chat or phone.

The transportation depends on the type of tour, it may be a bus or van

The tour guides speak English and Spanish. Some tours do offer other languages like French or German, so please ask us via chat or email and we will let you know.

If the transportation is not at your hotel yet, please contact our Customer Service Team via chat or phone to verify the route of the unit. Sometimes one might have to wait a little longer due to the fact that they pick up other people at other hotels.