15 Frequently Asked Questions
ABOUT YOUR CUSTOM TOUR IN THE RIVIERA MAYA
- Is my Sunscreen OK to be used for swimming activities?
- What is our cancellation policy?
- Are all the Tours Private?
- What to bring with me on the tour?
- What’s included on the tour?
- Do pick up at your resort is included on the price?
- Can I pay with a credit card the day of the tour?
- Is Tipping customary in Mexico?
- Are the tours suitable for all ages?
- Do you need any snorkeling experience before taking the tour?
- Is the Riviera Maya Safe?
- At what time does pick up time would be?
- How to manage your Booking?
- A deposit is needed to hold a reservation?
- Is there a weight limit for the Zip-lines and Canoes?
- Vegans, Vegetarians or people with food allergies?
- Is my Sunscreen OK to be used for swimming activities?
You can only use natural products on the reef and better not use any sunscreen in the cenotes. Organic Sun Block and Insect Repellent are available! As snorkelers we always recommend to swim with a long-sleeve shirt or a swimming rash-guard. Using a Long sleeve shirt will protect your skin from the sun and will help us maintain the reefs and cenotes as neat as we like it. Our second option is to get Organic or Natural sun lotion. The base ingredients that are allowed are titanium dioxide and/or zinc oxide. Please notice that buying “BIO” sunscreen is not the best option. Thanks for your understanding and support.
--- Safe for kids, blocks UVA/UVB rays. SPF 50. 4.2 oz / 125 ml.
Or tell Us you need one and we will get it for you! (50 SPF Organic Sunscreen). Price for the mosquito repellent is the same price: 10 USD per bottle. Both have been tested by us and we use them every day.
Please notify us when you make your booking, or two days before your tour!
ABOUT YOUR CUSTOM PRIVATE TOUR IN THE RIVIERA MAYA
- What is our cancellation policy?
Read more about our Terms & Conditions here. Please let us know as soon as possible if you wish to cancel. The transportation service asks for 48 hour notice for all cancellations.
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If you cancel within 3 days (more
than 72 hours) in advance we don't have money losses. But we keep the deposit.
- If you decide to cancel within less than 24 hours or last minute, we would need you to pay +$250 US dollars (+ deposit), to cover part of the arrangements like the transportation service, guide, driver and other arrangements we pay in advance.
- All our tours go Rain or Shine, and can still have an amazing tour! Most of the times it is only raining at your resort!
- Let us know that you arrived safe and sound, we need your Room Number in order to proceed with all tours and to pick you up at your resort so please don't forget! Please CONFIRM upon check-in.
We always hope the best for you and your holiday! We are looking forward to meeting you and hope you feel the same way! Read more about our Terms & Conditions here!
- Are all the Tours Private?
Yes, they are!
It's the only way we can provide a Customized Tour 100% tailored to our guests needs!
Our only exception is The Semi-Private Whale Shark Tour.
- What to bring with me on the tour?
- Swimwear under light colored clothing.
- Towel for each participant, Water type shoes or flip-flops if participating in swimming activities.
- Comfortable walking shoes if visiting the Mayan ruins.
- Optional Rash-guard or long-sleeve swimming shirt, as most swimming places don't allow to wear sunscreen.
- Organic sunblock & natural mosquito repellent.
- A hat or cap & Sunglasses.
- Extra money for Tips, Souvenirs or other personal expenses (not included).
- What’s included on the tour?
The rates include: round transportation in A/C private van from your hotel, entrance fees, most tours include an Authentic Mexican Lunch, cooler with bottled water, snacks, snorkel gear (you can bring yours), and your Personal Tour guide for the day. Also plenty of fun and safety!
- Do pick up at your resort is included on the price?
Yes, we pick you up right outside your property or lobby. Just make sure you give us the exact location in advance. Remember to let us know your room number upon arrival! Locations inside Playa del Carmen are included in the price. Otherwise a minimal fee is charged per vehicle depending on hotel location and group size:
Hotels North of Playa zone: (+$40 US per vehicle), Tulum or Puerto Morelos zone (+$50), Petempich Bay & Moon Palace (+$60), Cancun (+$80), Playa Mujeres & Punta Sam (+$90 per vehicle).
Some Time Share resorts doesn't allow external vans inside the property. Pickup point will be at Main gate in that case. The Mayan Palace, The grand Mayan & Grand Mayan Luxe are some examples. We will let you know by the time we send your confirmation letter.
- Can I pay with a credit/debit card the day of the tour?
No bank cards are accepted. We only accept cash payments in US Dollars and preferably in Mexican Pesos. Most of the resorts in Mexico have ATM’s available but make sure you have enough cash a few days before your tour so full payment can be made upon pick-up. Remember to tell your Local Bank you are leaving your Country so they let you do ATM transactions while in Mexico.
- Is Tipping customary in Mexico?
Tipping is a widely practiced social custom in Mexico as it is in the United States. Tipping by definition is voluntary. The amount you tip is at your discretion and should be based on the quality of service you received. Tour guide will split tips with driver: you may choose to tip extra for superior service only, (optional 10 to 20% if you are pleased with your tour).
In All-Inclusive hotels you do have the option to slip some bills to those resort workers that go out of their way, most hotel staff are happy to receive tips. Tips at "a la carte" restaurants go from 10 to 20%.
- Are the tours suitable for all ages?
A Custom Tour is suitable for most ages, however, it is not recommended for small babies. We do not have an age limit! It is a must to be able to swim (with floating help) and walk! We do family-friendly tours with 3 year old toddlers and 81 year old grandparents that loved zip-lining! You are able to read their tour reviews on Tripadvisor!
- Do you need any snorkeling experience before taking the tour?
Absolutely not! We provide Life Jackets. Remember this is a Private Tour and Your Personal Tour Guide will give you a full detailed briefing about how to use the equipment and comfortable snorkeling techniques. We are always there to ensure you feel comfortable at all times. Swimming skills are required and a good health condition.
- Is the Riviera Maya Safe?
Of course it is! That’s why millions of people come down to the Riviera Maya & Cancun area every year! All of the locations we visit are considered very safe and we always take care about where do we leave our belongings.
- At what time does pick up time would be?
It all depends on the tour you choose. The Custom Tour starts around 6 or 7 AM (depending on your tour), we want to be the first ones getting to the sites and beat the big morning crowds and traffic! Unless you prefer a different time we could work it out! Custom tours without visiting the Mayan Ruins may start up to 7:00 AM depending on your resort location. We always send you a confirmation email with the exact pickup time.
- How to manage your Booking?
Send us an email by filling out the contact form and we'll get back to you as soon as we get your mail! We are constantly checking our e-mail account and we reply to each of them. If you haven't heard from us in 6 hours please contact us again, most likely we are on a tour! Make sure that we are on your safe list and not on your spam folder! Remember to confirm your room number upon arrival letting us know that you are in The Riviera Maya.
- A deposit is needed to hold a reservation?
A non-refundable deposit via PayPal is required to book your tour. The total balance is due in cash upon pick up in USD or Mexican Pesos. We DO NOT take any Credit Cards. Please read more about our Terms and Conditions by clicking here. A deposit refund is possible when we have to cancel your tour for safety reasons (extremely rare hurricane alert).
- Is there a weight limit for the Zip-lines and Canoes?
Yes, it is 320 lb or 145 kg.
- Vegans, Vegetarians or people with food allergies?
We do our best to take care of your dietary needs! Please let us know at the time you book a tour so we can arrange everything.
All Questions will be Answered as quick as possible.
