Frequently Asked Questions
Everything you need to know before booking your tour
Bookings
How do I book a tour?
You can book directly on our website. Select the tour, choose the available date and time, indicate the number of participants, and complete the payment process. You will receive an email confirmation immediately.
Do I need to create an account to book?
No, it's not required. However, having an account allows you to manage your bookings, view history, and receive exclusive offers. You can book as a guest with just your email address.
How far in advance should I book?
We recommend booking at least 24 hours in advance to guarantee availability. During peak season (December-January, Easter week) we suggest booking 1-2 weeks in advance.
Can I book for a large group?
Yes. For groups of more than 10 people, contact us via WhatsApp or email to get special pricing and coordinate logistics.
Payments
What payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard, American Express) through Stripe. Payments are 100% secure with SSL encryption.
Can I pay in dollars or pesos?
Prices are shown in both Mexican pesos (MXN) and US dollars (USD). The charge will be made in the currency you select.
Are there additional fees?
There are no hidden fees from our side. However, your bank may apply international transaction fees, which are outside our control.
Is it safe to pay online?
Absolutely. We use Stripe, one of the world's most secure payment processors. We never store your card data on our servers.
Cancellations & changes
What is the cancellation policy?
It depends on the tour: each tour page shows how long before departure you can cancel at no charge. General cancellation, change and refund conditions are on our Policies page (tourscancun.mx/en/policies).
Can I change my booking date?
Yes, subject to availability. Deadlines and conditions for date changes are on our Policies page (tourscancun.mx/en/policies). Message us on WhatsApp or by email to request it.
What happens if the tour is cancelled due to bad weather?
If the tour cannot operate due to weather or force majeure, we contact you to reschedule. Rescheduling and refund conditions are on our Policies page (tourscancun.mx/en/policies).
How do I request a refund?
Contact us at info@tourscancun.mx with your confirmation number. Refunds are processed within 5-10 business days depending on your bank.
About the tours
What's included in the tours?
It depends on the tour. Each tour page lists what is and is not included (transportation, food, entrance fees, equipment) and its meeting point.
Do guides speak English?
Yes. All our guides are bilingual (Spanish/English). For other languages (French, German, Portuguese), let us know when booking and we'll do our best to assign a guide who speaks your language.
Are tours suitable for children?
Most of our tours are suitable for children from 3 years old. Each tour indicates the recommended minimum age. Children usually have special rates. For babies under 3, please contact us.
What should I bring to the tour?
Comfortable clothing, biodegradable sunscreen, insect repellent, swimwear (if applicable), water, ID documents, and your confirmation voucher (digital or printed).
Transport & logistics
Do you offer hotel pickup?
It depends on the tour: some include hotel transportation and others have a meeting point such as a pier or marina. Check the "What is included" and "Meeting point" sections of each tour.
What time will I be picked up?
Pickup times vary by hotel and tour. You'll receive a voucher with exact pickup details 24 hours before the tour.
What if I'm late to the pickup point?
We recommend being ready 10 minutes before the indicated time. If you're late, transport cannot wait and no refunds will be made. In case of emergency, contact us immediately.