Frequent Answered Questions


Is it secure to make a reservation through your website?

Indeed it is. All your information is encrypted via 2048-bit SSL, while it is being sent from your browser to our website and database. All the credit card operations are encrypted, offering you a total secure payment method.

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.

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.

I want to make changes to my reservation, what should I do?

Get in touch with us sending your rquest 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.

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: Refund 100% canceling 48 hours before the first activity, 50% canceling 24 hours before, not taking the tour or canceling the same day will be take as "No show" and non refund will be done.. After the first activity, no cancellations. Re schedule 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.

All cancellations must be requested by E-mail to:

Once the cancellation/refund is done, we'll send you an e-mail with evidence of it. You will have your money back in 1-10 days according to your bank.

What about weather-related cancellations?

We offer a Bad Weather Warranty. You can reschedule the activity for another day or if you prefer we refund your money back.
*Restrictions apply:
Refund will only be valid if seaport closure, or tour is canceled for safety reasons.

I already paid my reservation ¿What do I need to receive the service?

You'll receive a voucher with a confirmation code on it. It is necessary to print this, since you'll be asked for it in order to get access to your tour.

How do I find my transfer at the airport?

A CancunRivieraMaya representative will be waiting for you outside the international/national arrivals and holding up a sign with your name.

I reserved a tour with transportation included ¿How do I look for the transfer at my hotel?

Within your confirmation the pick-up time should be listed. Wait at the lobby of the hotel for the tour operator, he'll come down from the van/bus and call out your name. We recommend to be 10 minutes prior to the pick-up time since there is only 5 minutes tolerance.
Any changes in regards to the pick up time will be notified in advance via email.

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.

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

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