1. What are your cancellation policies? Is my deposit refundable?

We ask that you let us know as soon as possible if you wish to cancel or change your tour day. We refund your deposit 100% with 24 hour notice. We realize this is not always possible, so we try to accommodate you as best we can- perhaps you can change to another day. If the van is already in service to pick you up, we are not able to refund your deposit.

2. What if the weather is bad? Can I change my day?

We do our tours, even with some rain. If there is lightning, we do not go in the water until the storm has passed. Keep in mind, that it may be raining at your resort, but not in Tulum where we are located. Rain here is very unpredictable and usually comes and goes very quickly. Usually it rains for about 10-20 minutes, then the clouds part and it gets sunny again!

If you see the forecast to be unfavorable, you have the option to change your day if you prefer. We would need to know the day before the tour to make other arrangements for you.

3. Is this a good tour for small children?

We take out families with small children all the time! If your children like the water- they generally do well on our tours. We have float suits and other float aids for them. If they are very young, you would need to take turns supervising them. Our guides are very good with children and will help any way they can. Depending on the age of your children, we may ask you to book a private tour- to give you the flexibility you may need. We do not charge for children under 5 (except for the turtle ticket as per new federal regulations) so this helps off-set the private tour fee.

The Zipline Tour is not recommended for children under 5. We do not have tandem available. Someone would need to sit out this activity to stay with the child. They would wait while the others do the zipline course, and then catch up to the group to continue at the cenotes.

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. Your driver will stay with the van, while your guide is with you for the activities.

We are very conscientious of your belongings, but please do not bring unnecessary valuable items along and be careful to keep things out of sight/in your bags when you are out of the vehicle.

5. Do we need wet suits? Life jackets?

We have wet suits available, no extra charge. The cenote water is 75 degrees. Refreshing in the summer months! We recommend them for children and for anyone who gets cold easily.

Life jackets are required.

6. How long is the tour? “What time will we get back to our hotel?”

The time for the tour depends on which activities you choose and travel time from your hotel and back. All tours end by 5pm, so return to Playa del Carmen would be around 5:30-6pm, back to Tulum at 5:30pm, back to Cancun 6:30pm.

Playa del Carmen is 45 minutes from Tulum where our tour shop is located. Cancun and Puerto Morelos are about 1 1/2 to 2 hours from Tulum (depending on hotel location and traffic).

Here is a list of activities with general times. Keep in mind that this does not include transport time from and back to your hotel.

XTREME TOUR 8 hours (ATV ride, Ziplines/bridges, rock climb/rappel, cenotes, lunch, turtles, lagoon)

ZIPLINE TOUR 5 hours (ATV ride, Ziplines/bridges, rock climb/rappel, cenotes, lunch)

SNORKEL TOUR 4 ½ hours (Cenotes and lagoon, lunch)
Ruins of Tulum 1 ½ hour
Snorkel Turtles 1 ½ hour
Snorkel Lagoon 1 ½ hour

7. What would be my pick up time?

Approximate pick up times (You will receive your specific hotel pickup time with your tour confirmation)

Cancun: 6:00am

Puerto Morelos: 6:30am

Playa del Carmen: 7:00am

Akumal 7:30am or 9:30am (based upon the activities you choose)

Tulum: 8:00am or 10:00am (based upon the activities you choose)

Once we receive your reservation form, we will send a confirmation email with detailed instructions for your day with us. This information will include pick up time, payment options, what to bring, etc.

8. What if not everyone in our party want to do the zipline?

If some do not want to zipline- we can adjust their tour fee, but would keep the group together for their tour/party. They would wait while the others do the zipline course, and then catch up to continue on with their group at the cenotes.

9. What if we have elders or some in our party that don’t 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, to cover transportation, lunch, and entrance fees to the places we go

10. Can we pay the full amount through PayPal?

We prefer only the deposits through PayPal.

11. Can I pay with a credit card the day of the tour?

Yes, we have credit card availability at our shop for VISA or MASTERCARD.

There are also ATMs available, if you would need one.

Mexican Pesos exchange rate is determined on the day of the tour- based on the current international exchange rate.

12. Where do I find biodegradable sunscreen?

Sunblock has to be ecologically safe/ biodegradable for the cenotes, bay of turtles/reef, and lagoon.

Ingredients that are allowed are titanium dioxide and/or zinc oxide. You may find them at a health food store or online.

We have this available at our tour shop 4.3 oz for $10. You can also wear a swim shirt or dark t-shirt to be even more eco-friendly!

If your sunscreen contains one of the following ingredients, it is not biodegradable: Octocrylene, Benzophenone, Butyl methoxydibenzoylmethane, Hexyldecanol, cetyl dimethicone, methylparaben, polyethylene, Propylparaben, Butylcarbamate.

13. What is the weight limit for the zipline? Can my child go tandem?

#250 lbs or 115 kilograms is the weight limit we have set. Although the lines can support 1,000 lbs., the landing platforms are designed for this weight, as well as the harnesses. If you are of athletic build and able to pull up your legs, and the harness fits, the park manager will determine if you would be able to go. Max weight is 260. Our main concern is for your safety. For young children, with an adventurous spirit, we have small harnesses, but have to make sure they are fitted correctly to be able to do the activity. We do not have tandem available- for safety reasons.

14. What to bring

Bring towels, swim suits, or have on under your clothes. If you plan to visit the ruins, wear comfortable shoes or sandals, have a cap or hat (very little shade there). For ziplining, wear a longer short so the harness straps do not chaff your skin. You will need a sport sandal or tennis shoes for the rock climbing, if of interest. Otherwise flipflops or some type of water shoe or sport sandal are fine for the snorkeling activities. A dry shirt for the end of the day- will feel good for your ride back to your hotel!

Bring your camera, or we offer a camera service where your guide will take pictures of you throughout the day (underwater photos as well). For your convenience, at the end of the tour, we will make you a USB card, or send you a link for Drop Box download, with all the great memories. This service is $30.

Gratuities are customary in Mexico and greatly appreciated! Keep in mind, they should be based on service. Sunscreen must be ecologically safe/biodegradable for the cenotes, reef, turtles, and fish. We have it available at our shop for $10.

15. FOOD OPTIONS

We serve 3 homemade options for everyone’s taste. Our menu is 100% gluten, nut, and seafood free.

Traditional Mayan Pulled Pork, marinated, wrapped in banana leaves and cooked in the ground for hours.

Chicken Mayan Style.

Vegetarian Option (Veggie stir-fry, corn tortillas and rice).

For tours such as Coba, Muyil, Chichen Itza and Ek Balam, you will have lunch at a local restaurant, where there will be a variety of food options. For the Whale-Shark tour we include a light continental breakfast upon arrival to marina, chicken sandwiches on board the boat and a shrimp ceviche lunch.

16. What are the Tipping guidelines for Mexico ?

Tipping guidelines for Mexico are similar to tipping guidelines used in the United States or Canada. It is customary and greatly appreciated here in Mexico! Wages in Mexico are generally very low, and often workers rely on tips as income. Keeping in mind, tips should be based on service!

Please consider your guide, driver, and zipline staff! Another great way to “tip” is to send a great review for them~ they love to know they did a good job!

TOUR / ACTIVITY GUIDELINE

If you’re on a tour with a lot of people (20+ people), suggestion would be for each person to leave a tip of $5 U.S. (100 pesos). If you’re on a tour with very few people, (e.g., four people in your group), suggest a tip 10-20% of the cost of the tour.