Questions about hotel pickup
Questions about the tour
Questions about Reservations and cancellations

Questions about hotel pickup

Is this tour available from Cancun hotels?
Yes there is pickup at all Cancun hotels. We will send you the exact time of the pickup at your hotel when you reserve.

Which hotels in the Riviera Maya have pickup, and is there a transportation fee?
We pickup directly in the hotel lobby for all hotels between Cancun and the entrance to Playa del Carmen and there is no extra charge.
In Playa del Carmen all pick ups are at the Plaza Playacar or in front of the Playacar Palace Hotel – again – no extra charge. A map will be sent with your tour voucher showing you how to get to these pickup points.
When your tour pickup is at a hotel South of Playa del Carmen then we will pick you up in your hotel lobby of your hotel from Playa del Carmen South to the Barcelo Maya Beach Hotel.

Hotels South of the Barcelo Maya Beach, have pickup up only for the 10:30 AM hour include: Club Maeva, Dorado Seaside Suites, Palladium Kantenah, Colonial, White Sands, Akumal Caribe, Akumal Beach Resort, Gran Sirenis, Bahia Principe (Coba, Tulum, Playa), and all hotels in Tulum. The pickup at these hotels is between 7:55 AM and 8:05 AM.

What time do we get back to our hotel?
You will be returned to your hotel approximately 5 hours after your pickup.

Do you have pickup at the Calica Cruise ship dock?
Yes we can pick you up and return you to the Calica Cruise Ship dock, but we have a minimum of 6 people for a pickup in the Calica Cruise Ship dock.

How long does it take to get to Selvatica once we leave the main road?
The distance is 12 miles or 20 kilometers and takes about 25 minutes.

Do you have group pick up?
Yes, you tell us the size of your group and we will arrange transportation for your group from any location in Cancun and the Riviera Maya.

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Questions about the tour

What should I bring on the tour?
Light clothing is recommended. Also bring sunglasses and your bathing suit for your swim in the cenote and a towel if you want too. See question below regarding sun tan lotion and insect repellant.

What about sun tan lotion and insect repellant?
In the interest of keeping the cenote clean and pure we only allow biodegradable sunscreen and insect repellent. DO NOT put on regular sun tan lotion or insect repellant BEFORE your cenote swim. After the cenote swim please feel free to put on sun tan lotion or insect repellant. If you feel you are sensitive to the sun then please dress accordingly or feel free to use sun tan lotion if you DO NOT plan to go for a refreshing swim in the cenote.

What is the maximum weight to do the Zip line?
The maximum weight limit for the Zip line is 150 kilos or 330 pounds.

How old does a child need to be to be able to go on the zip lines?
Children as young as 3 can go on the zip line when “tethered” to one of our guides.

How old does a child need to be to go alone and not be tethered to a guide?
Children must be 8 to go alone and un-accompanied by a guide.

Do I need extra cash?
You only need extra cash for extra refreshments and souvenirs.

What kind of souvenirs are there?
You will be able to buy caps and t-shirts; by the way some are really cool.

How many guides are there?
The number of guides depends on the size of the group. Generally there are 8 guides in the zip line area and 3 guides in the cenotes.

Is there food?
Yes, a light lunch is served which consists of grilled chicken, rice and beans.

How high are the zip lines above the jungle floor?
You will be on the zip lines approximately 15 to 20 feet (5 to 7 meters) above the jungle floor.

Will we see wild animals?
Yes with luck you will see jungle birds including parrots, spider monkeys, white tailed deer and other local jungle animals.

Must I ride the mountain bikes?
If you have no interest in the mountain bikes or feel that the 1 mile one way ride is too much, (1.5 kilometer) which you will ride over flat terrain, then you will be transported to the next activity in a vehicle.
Also parents with small children may desire to travel by vehicle and not on the 2 mile (3 kilometer) round trip mountain bike ride.

What is the terrain like where we ride the bikes?
The entire Yucatan peninsula is flat and you will not be experiencing any mountains.
You will generally be on roads and on some paths but conditions will generally be good. Have no fear if you not an experienced mountain biker or if you have not ridden a bike in a number of years.

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Questions about Reservations and Cancellations

What happens once I reserve?
Once you send in a reservation with your credit card we will charge your card the amount of the tour. Then we will send you a coupon which you will print and bring with you to be given to the driver at the time of pickup. The coupon is your proof of purchase and will have a unique confirmation number and coupon number on it and an emergency phone number to call if something goes wrong.

How will the charge read on my credit card?
The charge will be from Vista Travel and Tour in McAllen, Texas. We do our charging in the USA so that you do not have to pay an extra 3% “exchange rate differential fee.” All credit cards have started charging a fee for credit card charges done outside the home country of the card holder. So to save you money we do our charging in the USA.

What is your cancellation policy?
You can cancel any tour up to 24 hours before departure and only pay a 5% administrative processing fee. If the trip is cancelled because the port is closed or due to bad weather then you will receive a 100% refund. Please remember we do not accept cancellations from anyone but the person that made the reservation. This is to protect you.

What if I want to change the date of the trip?
No problem, we will gladly move any trip for you to a different day, space permitting, as long as you give us a minimum of 24 hours notice. There is no fee for changes.

Is it possible to make my reservation when I get to Cancun?
Yes. We do recommend you make all your tour your reservations as far in advance as possible so that you are sure to what you want, when you want it. During the high season from January to August there are many times we have no availability 2-3 days in advance.
To reserve once you arrive in Cancun call us at 898-4312 or if you are outside Cancun call us at 01-998-898-4312. If you have a U.S. cell phone you may call 1-800-860-5917.

We now have more people that want to go. What do we do?
To reserve space for more people once you arrive in Cancun call us at 898-4312 or if you are outside Cancun call us at 01-998-898-4312. If you have a U.S. cell phone, or are still in the states, you may call 1-800-860-5917. We will do our best to accommodate your other guests. Space permitting, no problem, or we will make recommendations of another day when we can accommodate all your guests.

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