USA & Canada:

1 800 247 1641


Frequent Answered Questions

Clear any doubt regarding your Cancun tours, shuttles or hotel reservation


How many days in advance do I need to book my tour? All of our tours are subject to availability and most of our offers and special prices are time limited. So the sooner you book, the better. In addition, remember that you can reschedule with no cost, and even cancel up to 24 hrs before the activity date.

Is it better to book online or should I wait to get to Cancun to book my tours? Booking online you'll obtain better prices, find exclusive products and save lots of time. Why to struggle finding what to do once you land in Cancun? Avoid leaving everything up to chance and escape from ridiculous expensive fees on last minute services. More than 70% of the world's travelers book their holiday via the internet and almost 40% of all tour and activity bookings are being made online.

I already paid my reservation ¿What's next? First you'll receive an automated email with your purchase receipt. Then, a confirmation email (with a voucher and all details) will be sent within 1-24 hours. Print it preferably, or at least bring it in your phone, you'll be asked for it in order to get access to your tour.

Pick ups

How do I know my pick up time? The pick up time will be set according to your hotel's location. After completing your purchase, the pick up time will be sent on your confirmation email within 1-24 hours after your payment. Any changes in regards to the pick up time will be notified in advance via email.

My tour has transportation included ¿How do I find the shuttle at my hotel? Please show on time at your hotel's lobby, or at the meeting point stablished in the confirmation email. The driver or guide, will come down from the van/bus and call out your name adn the tour's name. We recommend to be 10 minutes prior to the pick-up time since there is only 5 minutes tolerance.

How do I find my transfer at the airport? Our representative will be waiting for you outside the international/national arrivals and holding up a visible sign with your name. Make sure to follow the "Tour Operator" signals on the airport.


What payment methods do you have available? Visa, Master Card and American Express Credit Cards. We also accept paypal the world's most secure payment method.

Is it secure to make a reservation through your website? Indeed it is. We offer a 2048-bit SSL encrypted payment platform. To help prevent against fraudulent transactions and email phishing., every transaction is heavily guarded behind next-level encryption. We also accept Paypal payments The most widely used secure payment method in the world.

Is my personal information secure? Cancun Riviera Maya abides by the “Federal Law for the Protection of Personal Information Possessed by Individuals” meaning that all personal and sensitive information will be handled as stated in our Privacy Policies.

Cancellations and Complaints

I want to make changes/ cancel my reservation, what should I do? Get in touch with us sending your request by email ( or give us a call by phone.We highly recommend you to contact us at least three days prior to your booking date, if any change on the reservation is intended since modifications are subject to availability. Once the reschedule/cancellation is done, we'll send you an e-mail with evidence of it.

What if I can't take my activity due bad weather conditions? We offer a Bad Weather Warranty where you can choose to either reschedule your activity for another day or ask for a full refund. In case that your activity is canceled due bad weather conditions, you'll be warned in advanced via email.

How long does it takes to get a refund? You will have your money back in 1-10 days according to your bank.

What is the cancelation policy? Refund 100% canceling 48 hours in advance. Refund 50% canceling 48-24 hours in advance. Canceling on the activity day or not taking the tour will be marked as "No Show" and non refund will be done.

Reschedule has no cost, as far as the request is made 24 before your actvity, reschedule can not be done the same day of your activity.

For combos: After the first activity is taken, no refunds will be done. Reschedule the second activity is possible and with no extra cost, requesting 24 hours in advance.

For airport shuttles: When using the shuttle back to the airport, there is a 15min tolerance window in which the client has to be on the motor lobby of the hotel for their pickup. In case of not showing up during this window of time, the van will drive away and it will be considered as "NO SHOW" which will be considered as a cancelation with a 100% penalty.

General Information

Does CancunRivieraMaya offer Travel Insurance? Every tour includes a protection plan, the coverage varies according to the tour provider. Some activities may require you to sing up a waiver form

I have already taken the service and want to complain or make any comments or suggestions. All your comments are well received at Feedback always provides us with more insights about our products, service and customer satisfaction and demands. ​

Couldn´t find my answer.

Submit my question