Xplora Riviera FAQs
How do I book your tours?
You can book our tours directly on our website and pay by credit card, debit card or PayPal. Once you’ve completed your booking, you’ll receive a confirmation within 24 to 48 hours with all the details you need to enjoy your tour. If you have any questions, our team is here to help.
What’s included in Xplora Riviera tours?
Most tours include round-trip transportation from your hotel, and full-day tours always include lunch. You can check the details of each tour in the “Included” section.
What’s not included?
Some activities don’t include federal natural reserve fees. The amount of these fees is listed in the “Not included” section of each tour, and we also show it on quotes and booking vouchers so there are no surprises. Tips and souvenirs are not included either.
You can find these details in the “Not included” section of each tour.
Is there a minimum or maximum number of people per tour?
Some tours require a minimum number of people to run. This is stated in each tour’s details.
There’s also a maximum, since transportation is limited, so we recommend booking in advance.
What happens if the weather doesn’t allow the activity to take place on the day of the tour?
All activities are subject to weather conditions. This applies especially to sea activities: if they’re canceled due to storms or rain, the decision is made by the port authority, and we’ll either reschedule your tour or refund it.
Weather may also affect certain parts of an activity. In that case no refund is possible, since any activity canceled or changed on the day of the tour is for the customer’s safety.
Do you offer any discount when booking more than one activity?
We always offer a discount when you book 3 or more tours. Plus, in our Tour Packages section you’ll find several ready-made options in case you’re not sure what to do and want a bit of everything: archaeology, snorkeling or adventure.
What time will we be picked up at the hotel?
We’ll give you the pickup time once you’ve booked, since it can vary depending on the tour, the day’s pickup route, etc.
At most hotels, pickup is in the lobby (reception); at others it’s at the entrance security gate or at another point at the hotel.
Is there free cancellation?
Under our cancellation policy, you’re entitled to a refund if you cancel more than 72 hours before the tour departs.
When do I pay for the tour, and which currencies are accepted?
To make a booking, you pay the full price of the tour, except for any federal fees that aren’t included.
Federal fees that aren’t included must be paid in cash on site on the day of the tour, in euros, US dollars or Mexican pesos. If you don’t have cash, card payment is sometimes accepted on the available card terminal, at the operator’s exchange rate plus a 5% fee. We recommend paying in euros, in bills.
Is it safe to pay by card?
We always recommend paying in cash as much as possible, or with prepaid cards. Using your credit card at established businesses is fine (although most charge a fee), but it’s best to avoid it at craft markets or street stalls.
How can you contact us?
You can reach us by phone, either by call or WhatsApp:
+34 670 098 836 – From Spain
+52 1 998 126 1269 – From Mexico
You can also reach us by email, on social media: Instagram | Facebook | LinkedIn, or through the contact form on our website.
What documents should I bring on tours?
We recommend bringing a photocopy of your passport and leaving the original safely at your hotel.
At Grupo Xcaret parks and the parks in Punta Cana, you do need to bring official ID, as you may be asked for it.
Where do you recommend exchanging money in Riviera Maya?
The best place to exchange money is at an exchange office in Playa del Carmen or Tulum, where you’ll get the best rates. If you’d rather bring local currency from home, your bank is the best option. You can also always exchange money at the airport or at your hotel.
Where do you recommend exchanging money in Punta Cana?
We recommend exchanging money at your bank before you travel, although you can also do it at the airport or at your hotel.
Should I use biodegradable sunscreen and insect repellent in Mexico?
Yes. Some places, such as Grupo Xcaret parks, are very strict about it. Mexico is also full of nature reserves where applying any product is prohibited, for example Isla Contoy or when swimming with whale sharks.
We recommend applying these products before you’re picked up and only where it’s allowed.
What are the power outlets like in Riviera Maya?
Outlets are 110V, with the same two-prong plugs used in the US.
If your devices use a different plug, you’ll need an adapter, which you can buy before your trip, at the airport or at your hotel.
What are the power outlets like in Punta Cana?
The standard voltage is 120V, with type A/B plugs and outlets.
If your devices use a different plug, we recommend buying an adapter before you travel, at the airport or at your hotel.