Question 1

How do I book a tour?

Accepted Answer

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.

Question 2

Do I need to create an account to book?

Accepted Answer

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.

Question 3

How far in advance should I book?

Accepted Answer

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.

Question 4

Can I book for a large group?

Accepted Answer

Yes. For groups of more than 10 people, contact us via WhatsApp or email to get special pricing and coordinate logistics.

Question 5

What payment methods do you accept?

Accepted Answer

We accept credit and debit cards (Visa, Mastercard, American Express) through Stripe. Payments are 100% secure with SSL encryption.

Question 6

Can I pay in dollars or pesos?

Accepted Answer

Prices are shown in both Mexican pesos (MXN) and US dollars (USD). The charge will be made in the currency you select.

Question 7

Are there additional fees?

Accepted Answer

There are no hidden fees from our side. However, your bank may apply international transaction fees, which are outside our control.

Question 8

Is it safe to pay online?

Accepted Answer

Absolutely. We use Stripe, one of the world's most secure payment processors. We never store your card data on our servers.

Question 9

What is the cancellation policy?

Accepted Answer

Cancellations 72+ hours: full refund. Between 24-72 hours: 50% refund. Less than 24 hours or no-show: no refund. In case of extreme weather, free rescheduling is offered.

Question 10

Can I change my booking date?

Accepted Answer

Yes, you can request a date change up to 48 hours before the tour at no extra cost, subject to availability. Contact us via WhatsApp or email.

Question 11

What happens if the tour is cancelled due to bad weather?

Accepted Answer

If we cancel the tour due to weather or force majeure, we'll offer free rescheduling or a full refund. Your safety is our priority.

Question 12

How do I request a refund?

Accepted Answer

Contact us at bookings@CatamaranCancun.com.mx with your confirmation number. Refunds are processed within 5-10 business days depending on your bank.

Question 13

What's included in the tours?

Accepted Answer

Each tour specifies what's included in its description. Generally they include transportation from the Hotel Zone, certified bilingual guide, and travel insurance. Some include lunch, attraction entrance, or specialized equipment.

Question 14

Do guides speak English?

Accepted Answer

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.

Question 15

Are tours suitable for children?

Accepted Answer

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.

Question 16

What should I bring to the tour?

Accepted Answer

Comfortable clothing, biodegradable sunscreen, insect repellent, swimwear (if applicable), water, ID documents, and your confirmation voucher (digital or printed).

Question 17

Do you offer hotel pickup?

Accepted Answer

Yes. We offer transportation from hotels in Cancún's Hotel Zone, Puerto Morelos, Playa del Carmen, and the Riviera Maya. Your voucher will include the nearest pickup point to your hotel.

Question 18

What time will I be picked up?

Accepted Answer

Pickup times vary by hotel and tour. You'll receive a voucher with exact pickup details 24 hours before the tour.

Question 19

What if I'm late to the pickup point?

Accepted Answer

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.

Frequently Asked Questions

Bookings

Payments

Cancellations & changes

About the tours

Transport & logistics