Consult our list of FAQ, and if you don’t find your answer, don’t hesitate to contact us, we will be happy to help you.


How do I make a reservation?

Reservations are required on all tours.

From 2 to 30 people: You can directly book online.
If you are a larger group: you can use our website contact form. 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.

How much time in advance should I book?

We recommend you to book as early as possible to make sure we can accommodate you on your preferred date. Booking 2-3 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.
We offer 10% discount for bookings made more than 2 months (60 days) ahead, use coupon code EARLY2MONTHS (see T&C). Discounts not cumulative.

Can you organize a custom private tour?

Please send us your request using our contact form and we will let you know if your custom itinerary is possible.

How do I update or cancel my booking?

To update your booking: Send us your change request by email with your name and order number.

In case your requested change (such as but not limited to change of date, itinerary, pick up time, number of people…) 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 our cancellation policy.

Booking changes must be requested no later than 24 hours before the start of the tour.

If you request a date change within 24 hours before the tour, this is considered a cancellation and cancellation fees will apply (as per conditions below) and you will have to rebook for another date.

To cancel your booking: please fill the cancellation form.

What is your cancellation policy?

To cancel your booking, please fill the cancellation form.

To receive a full refund of your deposit, travelers may cancel up to 24 hours before the experience start time in the local timezone. No refunds will be given after that time period.

You can adjust the number of participants till 24 hours before the tour. Price will be adjusted according to the price per person rate depending on number of people.

PARTIAL NO SHOW: In case less people attend the tour, the cancelation fee per person who is not coming equals with 100% of the cost of the tour per person.

NO SHOW: No-show will apply if you don’t show up within 30 minutes after your confirmed pick up time.

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.

Why do you need my room number?

You must provide us with your hotel room number when you check in at your hotel. Without your room number, we may not be authorized by hotel security to pick you up at your hotel lobby and we will wait for you at the main gate of the resort.

Do you have a waiting list?

Yes, we do. You would like to book a private tour but the date is not available.

Fill the Waiting List Form.

We will contact you if the date becomes available due to a cancellation or a change in our schedule.


In which currency are the prices?

Our prices are in American Dollars – USD.

Are taxes included?

Yes, our prices are including 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.

Do you accept cards?

Yes. Payments with cards Visa – Mastercard – American Express are accepted with an extra 5% fee.

How can I pay the balance of the tour?

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

Payments with cash accepted in USD, Euros or Pesos: according to the XE exchange rate of the day of your tour. We accept foreign bills only in perfect condition. Bills that are damaged, torn, scratched, with marks, with ink or tape will be refused.

Payments with 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. Your bank may charge you additional fees for paying by card abroad in a different currency from your own. Depending on the exchange rate used by your bank and the fact that you pay by card abroad in another currency, it is possible that the total amount debited from your card by your bank is higher than the amount we charge you.

Payments with Paypal with an extra 5% fee: we send you the Paypal invoice by email before your tour, due before pick up the day of te tour.

How much should I tip guide and driver?

Tips and gratuities are not included in our prices.
Tipping is a common practice 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!

Do you offer discounts?

The prices for each private tour can be found on their respective pages, by selecting the date, number of people, and your hotel. We offer discounted rates in our regular prices, which decrease as the group size increases, leading to lower costs per person. We also provide discounted prices for children under the age of 11.

Please visit our coupon page to view the promotions that are currently available.


*The coupon is applicable for bookings made 60 days prior to your tour date, except for tours scheduled from December 18th, 2024 to January 10th, 2025. It cannot be combined with other coupons or promotions.

Do you work with Travel Agents / have an Affiliate Program?

Yes. Please send us your request by email or via our contact form.


Are All Your Tours Private?

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

How Many People Can You Accommodate?

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.

Till 30 people, you can directly booking online on the tour page. For more than 30 people contact us.

We don’t organize tours for only one person – solo travelers.

Do You Organize Tours For Solo Travelers?

No, sorry. We don’t organize tours for only one person – solo travelers. 

The minimum number of people per booking is 2 adults. We don't group solo travelers into small group tours.

We don' accept solo travelers even if they are willing to pay for 2 adults.

Do You Organize Small Group Tours?

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

Are Your Tours Kids Friendly?

Yes! And our team is always happy to welcome families.

We offer kid prices for our tours from 3-11 yo. Don’t hesitate to contact us for advises for the best tours to do with kids.

We provide baby car seats or car boosters for the youngest kids. Just ask us!

For swimming and snorkeling equipment, we provide kid gear as well so that they enjoy all the activities comfortably!

Infants are welcome to join our tours at no additional cost. If you choose to book a tour with an infant, we highly recommend opting for an early morning pick-up to mitigate the effects of heat. Additionally, for activities such as snorkeling, parents assume full responsibility for the infant's well-being and safety, and one parent will be required to remain with the baby outside the water.​
In Which Languages Do You Offer The Tours?

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

By default, booking a tour on our website, you will be assigned an English-speaking guide.

Can You Accommodate Travelers With Special Needs?

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.

Can You Accommodate Special Diets?

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.


Where Do You Pick Up From?

We can do pick up from all hotels and condos/airbnb in:

  • Cancun “hotel zone” Boulevard Kukulkan only
  • Cancun Puerto Juarez (if you are staying at Isla Mujeres)
  • Puerto Morelos
  • Playa del Carmen
  • Playa del Carmen pier ferry terminal (if you are staying at Cozumel)
  • Tulum

We do not pick up from Playa Mujeres area in Cancun.

Can You Pick Up At Cancun Airport To Start A Tour?

No, we don’t pick up at the Cancun airport. (Pick up at airport are regulated and limited to a few transfer/shuttles companies).

Can You Pick Up And Drop Off From Different Places?

Yes, we can pick you up at one place and drop you off at another place. Your luggage will be safe in the van during the tour.

Note that depending on the pick up and drop off location an extra cost may be charged.

Can I Choose My Pick Up Time?

Yes you can choose your preferred pick up time (in the morning). 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.

Where Do We Meet Our Guide?

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.

Note: 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: Bahia Principe, 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.

In Which Type Of Vehicle Do You Offer The Tours?

Our vehicles are Volkswagen Transporter (6 seats), Nissan Urvan or Toyota Hiace (12 seats) depending on number of people in your party. If your group is larger than 12 people, you will be divided into 2 vans.

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.

Can We Change The Itinerary Of The Tour?

If for any reason you need or want to change your itinerary, please let us know at the latest the day before the tour and we will let you know if that is possible.

It is not possible to change the itinerary of the tour during the tour.

In 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 Stop At Shopping Malls During Our 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.


Should I print a receipt to show the tour guide?

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

What Should I Bring?

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).
  • Cash (USD or pesos) so you can buy souvenirs and for gratuities and tips.
  • Your camera or phone (with a waterproof case for swimming/snorkeling activities)

On each tour page, you have a detailed list of what to bring for your tour.

What Should I Wear?

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

  • Swimming suit with a towel if your tour includes snorkeling/swimming activities, with flip-flops/sandals. Water shoes are fine but not mandatory.
  • Wear comfortable shoes when visiting the ruins, as you will be walking (or climbing) 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.
Can I Leave Personal Belongings In The Van?

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!

Should I Bring My Passport Or ID?

We do not require to see your passport or ID. We recommend though that you take a photo of your passport/ID in your phone. You can keep your passport/ID in your safe at the hotel.


Do I Need To Know How To Swim to do a snorkeling tour?

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

Do You Provide Prescription Masks?

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!

Why do you need our t-shirt sizes?

We need your sizes for the tours that require snorkeling equipment, in order to bring the correct sizes for life jackets (between XS and 4XL), wetsuits and fins.

For the kids we also require their age and weight, to provide the accurate life jackets.

Can I Bring My Own Snorkeling Gear?

Yes you can! Still we will provide you with life vests when mandatory and wetsuits for the cenotes.

How Do You Clean The Snorkeling Gear?

We follow the DAN protocol (Divers Alert Network) for cleaning all diving and snorkeling equipment.

All gear is cleaned with sodium hypochlorite after each use/at the end of each tour.

We spray masks and snorkels with alcohol 70 in front of you before the snorkeling starts.


Can we go on tour if it's raining?

Yes! We operate all year long. Rain showers are frequent in this climate – especially in rainy season (June-October), but they pass fast, so we can go on tour! Just carry your rain jackets and umbrella with you.

For snorkeling/swimming activities in the ocean,  if it 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).

For cenotes: it's the best place to go when raining! Rain has no impact on the snorkeling in the caves.

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

When is the rainy season?

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.

When is the hurricane season?

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.


What is Coronavirus Situation in Quintana Roo and Yucatan?

You can consult the official sites:

  • SESA, secretary of Health, in Quintana Roo.
  • SSY, secretary of Health, in Yucatan.

We also recommend you consult the traveler information page from your embassy.

What are your measures of precaution?

You can consult all measures we are taking on this dedicated page: Coronavirus and Tours

Do you have a specific cancellation policy for Coronavirus?

We apply our usual cancellation policy!