F.A.Q.: Frequently Asked Questions
1. What are your cancellation policies?
2. What if the weather is bad?
3. What should we bring?
4. Do we need Wet Suits or Life jackets?
5. What if someone in our party does not want to participate in the Zip-line activity?
6. What if we have elders or someone in our party that does not want to participate in the water activities?
7. Can I pay with a credit card the day of the tour?
8. Do you Pick-up and Drop-off to my hotel or other place of stay?
9. What cities are not within your regular Pick-up and Drop-off area, for which the cost of Pick-up and Drop-off (from and tour our place of stay) is not included in the cost of the tour?
10. Where will the Pick-up and Drop-off location be?
11. Is a deposit needed to reserve my tour?
12. What time is the pickup time?
1. What are your cancellation policies?
We ask that you let us know as soon as possible if you wish to cancel or change your tour date. The van service we use asks for (24) hour notice for all cancellations, however, we realize this is not always possible, so we try to accommodate you as best we can. If the van service is there waiting for you, in the lobby, and you cancel at pick up, we would need you to pay us $50.00 dollars for the cancelation, because we reserved the van for you. Otherwise, if you give us a (24) hour advance notice, prior to your tour date, we do not charge you anything and return your deposit through Pay pal.
2.What if the weather is bad?
We do our tours even if there are sprinkles and a light rain, but we do not go in the water if there is lightning or strong winds. Please note that it may be raining at your resort, however, it might not be raining in the areas we take you to on your Expedition. You have the option to change your tour date if you prefer - again, letting us know (24) hours prior to your tour date.
3. What should we bring?
a) Towels, swim wear, water type shoe or flip-flops. b) Dry shirt for the end of the day. c) Wetsuit if you have one or light long sleeve swim shirt. d) Cameras, water proof camera (need flash for the caves). e) Eco-Friendly Insect Repellent and Sunblock has to be ecologically safe/biodegradable (ingredients that are allowed in the cenotes, bay of turtles/reef, and lagoon are titanium dioxide and/or zinc oxide). f) See individual tour “Things you may want to bring”. g) Please try to leave valuables that are not necessary for the tour locked at your hotel - such as cell phones (if possible), IPods, jewelry, money, etc.
4. Will our things be safe while we are in the water?
Your things are locked in the vehicles when you are in the water. We are very conscientious
of your belongings, but please be careful to keep things out of sight/in your bags when you are
out of the vehicle.
5. Do we need Wet Suits or Life jackets?
We have wet suits available. We recommend them for anyone who gets cold easily. The Cenote water is generally at about (75) degrees Fahrenheit - refreshing! Life vests are furnished by us, and their cost is included in the price of each tour.
6. What if someone in our party does not want to participate in the Zip-line activity?
Everyone can go along to watch and take pictures! Only the ones who participate in the Zip-line activity need to pay. We deduct the cost of the Zip-line activity, from the total tour cost, if someone does not zip-line. They will still need to pay a small entrance fee to the park, if they do not Zip-line.
7. What if we have elders or some in our party that do not want to participate in the water activities?
They are welcome to come along to be with the family/group. They would pay a discounted rate, that would basically cover transportation and entrance fees to the places we go.
8. Can I pay with a credit card the day of the tour?
Please note that we accept payment in cash, in either U.S. Dollars or Mexican pesos - based on the exchange rate shown on the internet, on www.x-rates.com only – on or before your tour date(s); and, we also accept Visa or MasterCard Credit or Debit Cards, only. In case you need to get cash, while on your vacation in Mexico, many hotels have bank Automatic Teller Machines (ATM) available within their premises. Please be sure to have all of the cash required, for the full and complete payment of all of your tour(s), the night before your tour date(s), so that full and complete payment can be made upon your pick-up from your place of stay or during lunch time. If you are not bringing the cash with you before you leave your country of origin, it is very important that you contact your banking institution(s) before your departure date, so that you can let them know that you are leaving your country and will need to use your credit card or debit card while in Mexico – otherwise, your bank(s) may block your card(s) when you attempt to use it/them while in Mexico.
9. Do you pick up and drop off to my hotel or other place of stay?
Pick-up and Drop-off transportation is included in the cost of each of our tours between Tulum town and Playa del Carmen (City), however, please note that any hotel or other place of stay located north of Playa Del Carmen (City) and up to the center of Puerto Morelos has a $40.00 USD to $80.00 USD Pick-up/Drop-off transportation fee, per vehicle, depending on the location of the hotel/place of stay. Any hotel or other place of stay which is located north of the center of Puerto Morelos up to Cancun has a $100.00 USD to $150.00 USD Pick-up/Drop-off transportation fee, per vehicle, depending on the location of the hotel. *Please note that Pick-up/Drop-off fees are all in U.S. Dollars and are subject to change, without prior notice, so please contact us to verify the actual Pick-up/Drop-off fee for your Hotel/Place of Stay, when sending in your tour reservation request.
11.How do I dial your phone, from my hotel or my international phone?
To contact our office from your hotel or other place of stay, you would dial our telephone numbers as follows: Please dial 044 (984) 115-9965 or 044 (984) 127-1587, or, if dialing from your U.S. telephone, please dial 01152 1 (984)115-9965 or 01152 1 (984) 127-1587.
12.What is the pickup time?
The Pick-up time is based on many factors and subject to change. The Pick-up time is based on the expedition you have reserved, the weather conditions and the location of your Hotel/Place of Stay; however, normally the Pick-up times are as follows: Whale Shark Expedition Tulum to Soliman Bay: Between 5:00 AM and 5:30 AM
Akumal to Puerto Adventuras: Between 5:30 AM and 6:00 AM
Playa Del Carmen to Puerto Morales: Between 6:00 AM and 7:00 AM
Cancun: Between 7:00 AM and 7:30 AM
All other Expeditions:
Tulum to Soliman Bay: Between 6:30 AM and 7:00 AM
Akumal to Puerto Adventuras: Between 6:30 AM and 7:00 AM
Playa Del Carmen: Between 6:00 AM and 6:30 AM
Puerto Morales: Between 5:30 AM and 6:00 AM
Cancun: Between 5:00 AM and 5:30 AM