PICK UP DETAILS
- You must provide us with your hotel room number no later than 4:00 p.m. the day before your tour departure. If you do not, your tour will be cancelled, and your payment will not be refunded. Without your room number, we will not be authorized by hotel security to pick you up from your hotel. In case of late check-in, let us know up front.
- We will send you by email your pick up time the day before your tour. Please check your inbox after 4:00 p.m. the day before the scheduled tour.
- Your guide will be waiting for you in front of the lobby of your hotel or in front of the entrance of your house/condo building. NB: To limit the amount of traffic inside the resort, some hotels don’t allow tour operators to have access to the lobby. In that case, we will notify you and confirm the exact meeting location (it is usually the main gate of the resort entrance). This location applies for the following hotels: Princess, Vidanta, Gran Mayan, Mayan Palace, Grand Luxxe, and Blue Bay Esmeralda. This list could be updated at any moment because resorts may update their policy at any time without prior notice.
- No-show will apply if you don’t appear within ten minutes after your confirmed pickup time.
- You are responsible to provide us with correct hotel name and lobby. If the information is wrong we will not be able to pick you up. No refund will apply.
- The booking calendar on our website is indicative. If your date is not available anymore, we will contact you to offer you an alternative date for your tour or a full refund.
- Full payment is required for all tours.
- After booking your tour, you will receive 2 emails: one email receipt from PayPal and one confirmation order email with your booking number.
- A minimum of 4 people is needed for a tour to be confirmed. (In case we don’t have enough participants, the tour will be cancelled, and refunds will be made three days before the scheduled tour.)
If you want to cancel your tour, you must do it by email, mentioning your booking number, name, and date of the tour.
A cancellation fee may be applied if you are late in canceling. Please refer to the table below, which shows our cancellation and refund policy.
Situation and Refund
You cancel more than 3 days before your tour → 100% refund
You cancel 3 days before your tour → 50% refund
You cancel 2 days or the day before your tour → No refund
No-show* on the day of the tour → No refund
*No-show will apply if you don’t appear within ten minutes after your confirmed pickup time.