FAQ

Frequented Asked Questions

Consult our list of FAQ, and if you don’t find your answer, don’t hesitate to contact us!

Booking

Yes, reservations are required on all tours. We don’t have an office opened to the public. All bookings have to be made online.

From 2 to 6 adults (with/without kids): You can directly book one of our 16 tours available with online booking.

 

If you are a group of more than 6 adults (with/without kids):  you can use our website contact form, email us (contact@absolute-adventure-mexico.com), give us a call
or send us a isms/whatsapp (+521 984 806 7432). We will send you available dates, detailed itinerary and quote. And we will proceed to a manual booking.

 

For custom tours / special requests:  you can use our website contact form, email us (contact@absolute-adventure-mexico.com), give us a call
or send us a isms/whatsapp (+521 984 806 7432). We will send you available dates, detailed itinerary and quote. And we will proceed to a manual booking.

We recommend you to contact us as early as possible to make sure we can accommodate you on your preferred date. Booking 1-3 weeks in advance is usually ok. For large groups or during high season, we recommend one month in advance.

Of course we will always make our best to accommodate last minute requests.

Sure we can, please contact us to get an offer and a quote on your desired custom private trip.

  • All changes are free of charge if made 7 days in advance of your scheduled tour.
  • Any change in your booking made within 6 days of your scheduled tour (such as but not limited to change of date, itinerary, pick up time, number of people…) will be charged 15 USD for administrative/logistic fees.
  • In case your requested change results in a change of the cost of the tour, Absolute Adventure will ask for your agreement or proceed to the cancellation of the tour as per the cancellation policy below.

Without your room number, we will not be able/authorized by hotel security to pick you up from your hotel. We need to insert your room number of the transportation documents of the tour, as the Mexican law requires it.

You must provide us with your hotel room number no later than 4 pm the day before your tour/your transportation service; if you do not, your tour will be cancelled and your deposit will not be refund.

In case of late check-in the day before the tour, we will not cancel the tour if you let us know by what time you’ll provide it.

We need your sizes for the tours that require snorkeling equipment, in order to bring the correct sizes for life jackets, wetsuits and fins. For the kids we also require their weight, to provide the accurate life jackets.

  • If you cancel at least 4 day(s) in advance of the scheduled tour, there is no cancellation fee.
  • If you cancel within 3 day(s) of the scheduled tour, there is a 10 percent cancellation fee.*
  • In case of partial no show (less people attending the tour), the cancelation fee per person who is not coming equals with 50 percent of the cost of the tour per person.*
  • No-show will apply if you don’t show up within 30 minutes after your confirmed pick up time.

 

* Whale Sharks tour (group or private): In case of cancellation between 2 and 3 day(s) in advance of the scheduled tour, or in case of partial or full no show, the cancellation will be charged 70% of the total amount of the tour. For Whale Sharks tour group option, if we don’t have a total of 8 people confirmed one week before your tour, we will cancel the tour and give you the option of an alternative tour date (if possible) or a full refund.

 

Ocean boat tours, Whale Sharks tour, Ocean snorkeling tours and scuba diving activities: These activities are subject to weather conditions. If Absolute Adventure decides to cancel due to very poor weather/unsafe conditions/sea port closed by local authorities, we will give you the option of an alternative tour date (if possible) or a full refund.

Full terms and conditions here.

No, we don’t like to print paper, as it isn’t eco-friendly. We only require you show ID matching your name on the reservation or your booking confirmation email on your phone.

During your tour

Yes, you can bring personal belongings you require during the tour (phone, camera, extra set of clothes…) and while you are visiting or snorkeling… you can leave the things you don’t need in the van. The driver will always be in the van, so keeping your things safe!

Tips and gratuities are not included in our prices.

Tipping is a common practise in Mexico. If you would like to tip your driver and your guide, you can do so saying goodbye at the end of the tour.

There is no right answer to “How much”… Tipping is a personal choice!

If for any reason you need or want to change your itinerary during your tour, please let your guide know and explain him why.

Can we come back earlier to the hotel? Yes, if case you want to skip a part of your tour or come back earlier to your hotel, that is possible but no refund will be made.

Can we visit another place or replace an activity by another during the tour? No, your tour has been planned according to your booking. Any change in your booking must be done before the tour.

According to the Mexican law of tourists transportation, we are not allowed to drive you to any other location than the ones included / mentioned on your tour.

Example: if you book a tour from Cancun to Tulum ruins and on the way back you want to stop in Playa del Carmen for some shopping it won’t be possible, unless you book it before so we can insert it officially in the itinerary of your tour and have the transportation papers of your tour filled with the correct and complete itinerary.

Any extra stop can be organized and scheduled if done before your tour, extra costs involved will be sent to you for prior approval.

Payments

Yes, but only to pay the balance of your tour. Deposit for the booking is only possible with Paypal.

Balance payments with credit card Visa – Mastercard – American Express are accepted with an extra 5% feeAmount charged in Pesos according to the XE exchange rate of the day of your tour.

We offer you 3 options to pay the balance of your private tour:

  • Payments with cash accepted in USD, CA$, Euros or Pesos according to the XE exchange rate of the day of your tour.
  • Payments with credit card with an extra 5% fee (Visa-Mastercard-American Express)Amount charged in Pesos according to the XE exchange rate of the day of your tour. Prior to your trip to Mexico please check with your bank the maximum amount allowed for your card payments abroad.
  • Payments with Paypal with an extra 5% feeto be done 3 days before your tour for administrative purposes. Paypal payment will not be accepted the day of the tour.

 

Pick up details

We can do pick up from all hotels in Cancun, Playa del Carmen and Tulum. You can consult the different tours offered from each location: CancunPlaya del CarmenTulum.

If your hotel is in between one of these cities, we will let you know if an extra transportation fee applies.

Yes we can pick you up from your condo in Cancun, Playa del Carmen and Tulum. You can consult the different tours offered from each location: CancunPlaya del CarmenTulum.

If your hotel is in between one of these cities, we will let you know if an extra transportation fee applies.

We will require the exact address of your condo.

Yes you can choose your preferred pick up time. However we highly encourage you to opt for the pick up time we recommend, in order to avoid the crowds and the heat. You will have an overall much more better experience.

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: some hotels don’t allow tours operators to access till the lobby to limit the traffic inside the resort. In that case we will notify you and confirm exact meeting location (usually it is the main gate of the resort entrance). This is the case for sure for the following hotels: Princess, Vidanta, Gran Mayan, Mayan Palace, Grand Luxxe, Blue Bay Esmeralda. This list can be updated at any moment as the resorts policy can be updated at anytime without prior notice.

Preparation

The ideal attire for the tour includes light and comfortable clothes as the climate is hot.

  • swimming suit with a towel if you want to go for snorkeling/diving. Flip-flops or water shoes are fine.
  • wear comfortable shoes when visiting the ruins, as you will be walking quite a bit.
  • tennis shoes and short are recommended for ATV and Zipline tours.
  • hat and sunglasses so you can stay safe from the sun.

You can always bring with you extra set of clothes/shoes as you can change after the activities and your belongings stay in the van.

Not much, as our trips are all-inclusive.

What to bring:

  • Beach towel and swim suit
  • Cap/Hat and sunglasses
  • Sun block and mosquito repellent (biodegradable). If you don’t have sun block and mosquito repellent (biodegradable), we can sell you some for 5 USD/unit.
  • Cash (USD or pesos) so you can buy souvenirs and for gratuities and tips.

We do not require to see your passport or ID. We recommend though that you bring a printed copy with you or take a photo of your passport/ID in your phone.

You can keep your passport/ID in your safe at the hotel.

Price List

All prices are per person. We offer prices depending on the number of people.

If you are more than 2 people, you’ll pay less per person!

For example: price of Tulum cenote tour: if you are 2 people: 129 USD per person/total 258 USD, if you are 3 people 125 USD per person/total 375 USD

 

Contact us for a group price offer. Please let us know the following info: how many people (if kids precise their age), your hotel location and which type of tour you are interested in!

Yes, the listed price is the final price you pay, inclusive of taxes.

All prices include tax, but are subject to availability and cost changes. If for any reason the price changes, Absolute Adventure will contact you for your agreement or a free cancellation.

Our price list is in American Dollars – USD.

Discount will be offered depending on the tour your select and number of people participating. Note that in high season (December-January- March-April-July-August) we don’t offer discounts.

 

Private Tours

Yes, all tours are private: only you with one guide and a driver.

Except for the Whale Sharks tour, we offer the option of a small group tour or a private tour.

No, we don’t organize group tours, even small groups.

Except for the Whale shark tour (small groups of 8-10 people).

From 2 to 25, 50 people or more!

For most of the tours, we require at least 2 people to organize a private tour, for some tours we require 3 or 4 adults minimum.

We don’t organize tours for only one person.

We offer tours with guides fluent in English, French, German and Spanish. Make sure you precise the language you would like for your tour.

Yes as long as you mention it in your booking form. Vegetarian, vegan, gluten free, allergies… just let us know and we will select the restaurants accordingly.

Yes and this is something important for us to offer our tours for people with mobility issue or special needs. However you have to let us know in details what are the special needs in order to recommend the tours that are possible to organize to secure safety and accessibility.

The cost of the tour for that person is the standard price – except if it requires additional guide, specific vehicle or any other type of extra equipment/resources.

Yes you do need to know how to swim. Even if life jackets are mandatory in most of snorkeling tours, you need to be able to swim to follow your guide.

No we don’t. Prescription masks are personal and must be tailor made.

It is not possible to wear your glasses under a snorkeling mask.

Remember that when you put a mask in the water, you see thing 33% bigger and 25% closer anyway, so it will help!

Our vehicles are new or 2yo max, Volkswagen Transporter, Ford Transit or Toyota Hiace depending on number of people in your party.

They are all equipped with air conditioning.

Our vehicles are perfectly cleaned everyday before/after each tour.

Our drivers drive well to ensure your safety and comfort.

Vehicles are insured and maintained according the tourist transportation law.

Weather

In the ocean: Yes! Rain and wind don’t have a direct impact. However, if the ocean is too wavy and the seaport closed by local authorities, the trip will be canceled or postponed. (Swim with turtles /reef snorkeling / whale sharks /scuba diving tours)

In Cenotes: Yes! Wind/rain has no impact on the snorkeling or the caves.

If the weather is unsafe for any reason, the trip will be canceled or postponed. You will be notified at the latest the day before your trip if there are changes due to weather.

Yes we can!

Rain showers are frequent in this climate – especially in rainy season (June-October), but they pass fast, so we can visit the ruins in the rains. Just carry your rain jackets and umbrella with you.

If the weather is unsafe for any reason, the trip will be canceled or postponed. You will be notified ate the latest the day before your trip if there are changes due to weather.

Rainy Season is from June to end of November. The months with the most rain are usually September/October.

Rain showers pass fast most of the time, so we can go on tour during the rainy season!

If the weather is unsafe for any reason, the trip will be canceled or postponed. You will be notified at the latest the day before your trip if there are changes due to weather.

Hurricane Season is from June to end of November.

We monitor closely the weather forecast with the National Hurricane Center. We will notify you for any alert of big tropical storm or hurricane.

If the weather is unsafe for any reason, the trip will be canceled or postponed. You will be notified before your trip if there are changes due to weather.

 

The state of Quintana Roo (Cancun – Playa del Carmen – Tulum – Cozumel) has been hit by 2 major hurricanes: Gilbert 1988 is and Wilma in 2005.