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Questions? USA +1 305 600 5776
Teléfono Tulum Tours WhatsApp (+1) 305 600 5776

Frequent questions

Here we try to answer the most frequent questions of our clients

Frequent questions

In 90% of cases, it's at the lobby of your accommodation. If you’re staying at an Airbnb, we will designate the closest meeting place to your location. If you are in Tulum, designated meeting points will be provided; there is no pickup at hotels in Tulum.
It depends on the excursion. Send us a message, and we’ll gladly check it out
Unfortunately, no. We do not have child seats.
Of course, that is what we are committed to. However, we may skip certain stops for safety reasons, and in those cases, you will need to contact us, as each situation is analyzed separately.
No worries! Our operators have a copy of the receipt, and it is only needed to verify the balances to be paid.
We try to be on time for our clients. We can wait a few minutes, but if the other guests become impatient, we will have to leave, as we cannot compromise the integrity of the excursion. We strongly recommend arriving on time at the meeting point

Reservation process

Of course! You can pay for another person as long as you provide us with their name and all the information, we give you to avoid misunderstandings.
It depends on the excursion. Send us a message, and we’ll be happy to assist you.
Yes, we will never ask you for your card number or any confidential information. All payments are made through secure HTTPS servers, and in most cases, we try to do it via PayPal.
It’s possible that the payment process was not completed, so the service is not confirmed. Please try again. If the bank has already charged you, send us proof of the charge, and we will gladly assist you.
It depends on the excursion. Send us a message, and we’ll be happy to advise you.
We usually accept pesos, dollars, or euros. However, we can also accept other currencies if you inform us in advance to know if we can accept them.
Yes. We only ask that you do it in advance so we can make the necessary adjustments.
You can choose any method you prefer; we have all payment options available.
Yes, you can reserve up to one night before the excursion. We close reservations at 9:00 PM local time, and unfortunately, we do not accept same-day reservations

Opinions and evaluations

All our clients receive an email the day after their excursion, where they evaluate their satisfaction with the service, and this feedback is posted in the reviews section for that excursion
It may be that your review did not meet the criteria for publication, such as containing obscene language, links to other websites, not corresponding to the excursion taken, or the customer changing their mind and not wanting it to be published.
In the comments section, there is a button where you can submit your feedback, and we will gladly publish it as long as it meets the publication requirements.

Discounts and promotions

It depends on the excursion. Please send a message, and we’ll be happy to assist you.
It depends on the excursion. Please send a message, and we’ll be happy to assist you.
It depends on the excursion. Please send a message, and we’ll be happy to assist you.

Dates and times

Send an email or use the online chat, and we’ll be happy to inform you.
If it’s a private excursion, yes. If it’s a shared one, no, as we already have commitments with other guests.
Yes, although we try to finish early.
Usually in Spanish or English.
We usually have departures every day.
No, to complete the reservation process, we need the exact date of the excursion.
We accept reservations from one month to one night before the excursion

Private services

There is no minimum as long as you pay the price listed in the relevant section.
If the excursion is private, that is not possible.
If it’s a private excursion and you give us enough time, there shouldn’t be any problem, but please send an email so we can assist you.
Don’t worry; we can use several vans or even buses to transport you. We have the experience and vehicles to accommodate any number of people.

Cancellations

You can cancel with more than 24 hour's notice.
You can cancel with more than 24 hour's notice.
Our excursions go out in sun or rain, unless it's something extraordinary, in which case we can cancel.
It all depends on what is easier for you and for us, but anything is possible as long as you let us know and we’re both comfortable with it.