Frequently Asked Questions

Costs, promotions, and payment methods

Which is the admission price to Xcaret?

Xcaret Basic admission is S/. 32289 PEN and Xcaret Plus admission ticket is S/. 42073 PEN. But buying online with seven days in advance through any of the official sites of www.experienciasxcaret.com, you get a 10% discount.

Which is the admission price for children?

Xcaret Basic Admission is S/. 16144 PEN and Xcaret Plus is S/. 21037 PEN

Does Xcaret Plus include transportation?

No, only the TOURS include transportation leaving from Cancun or Riviera Maya.

Do you offer Travel Agent Discounts?

Yes, Travel agents receive 50% off on their Xcaret Basic Admission valid only for those who have an IATA credential.

Do you have discounts for seniors?

Xcaret offers a seniors discount of 50% off on entrance tickets to the park (valid only at the park's ticket booths) presenting an INAPAM credential issued by the government of Mexico.

Do you have a special discount for Quintana Roo residents?

Yes, Xcaret offers a special price for Quintana Roo residents valid only at the park's ticket booths.

  • Xcaret Plus price: Adult: S/. 21037 PEN / Child: S/. 10518 PEN
  • Basic Admission price: Adult: S/. 16144 PEN /Child: S/. 8072 PEN
  • Xcaret at Night price: Adult: S/. 12883 PEN / Child: S/. 6441 PEN

It is necessary to present Official ID of Quintana Roo and in the case for minors it will be required to show a school ID with photograph and home address in Quintana Roo or grade report with photograph.

Is the discount for Quintana Roo valid throughout the year?

Yes, it is valid all year but is subject to change without prior notice.

How does the 10% off apply to my purchase at the web site?

The 10% discount applies for all purchases made at least 7 days prior to your visit.

Do I have to reserve for a specific date?

Yes, you must select a specific date to visit the park. If you have any questions please check the policies for change of date or cancellation.

If I purchase online, when do I receive my tickets?

At the moment you purchase online and you click on "pay", a coupon will appear. This means that your purchase was completed. This coupon must be printed and presented at the park's ticket booths along with the credit card used for purchase and an official ID.

Do you have discount for people with disabilities?

Yes, we have discount for people with disabilities and it can be valid at the ticket booth of the Park.

Do you have discount for teachers or students?

We do not have discount for students or teachers.

Is the same ticket price if I do not use the snorkeling gear?

Yes, the price of the Plus admission includes the use of snorkeling equipment, regardless of whether or not it is used.

¿Which are your current promotions?

To see the current promotions to Xcaret we invite you to click here.

Reservations, changes and cancellations

What are the schedules to call the Reservation Center?

Monday to Friday: 7:00 to 10:00 h. / Weekends: 7:00 to 9:00 h. Local Time.

How can I dial to communicate from abroad?

    How far in advance do I have to reserve or can I buy tickets the same day of my visit?

    It is not necessary to make a reservation in advance; it is possible to buy directly at the ticket booth of the park any of the different types of admission at regular price. However, on advance purchase of at least 7 days at this web page or calling to the reservation center, you get 10% discount on the cost of the regular price. In addition, you save valuable vacation time to be able to enjoy the benefit of the quick box office exclusively for shopping online reservation center.

    Can I change my entry to Xcaret for another Park or Tour of Experiencias Xcaret?

    It is not possibly to change tickets for one park to another Park.

    Can I transfer my ticket to someone else?

    Transfers of tickets are not permitted.

    What are the payment methods to buy over the internet?

    You can purchase by credit card or by PayPal.

    Do you apply interest-free monthly payments at the booths in the Park?

    No, interest-free monthly payments only apply buying on our website or through our reservations center using Bancomer, Banamex and American Express cards with 3-6 months interest-free.

    Do interest-free monthly payments apply if I am a foreign?

    No, we regret to say that it does not apply at this moment for any type of credit card not issued in Mexico, including affiliated or issued by Visa, MasterCard and American Express cards.

    Can I pay with the credit card of another person even though the person
    does not visit?

    Yes, you can always buy with the card of another person as long as on the day of your visit you present at the ticket booth of the Park, the copy of the official identification of the owner of the card and the copy of the credit or debit card that was used to pay, in both cases copied by both sides and signed by its owner.

    If I don't have credit or debit card, how can I do my reservation?

    If you don't have a credit card to make your purchase, you can choose the option deposit as a payment method in the process of purchase of this page and follow the steps that are indicated, or call to our numbers where we will provide the instructions to make your purchase via bank deposit. This option is only valid in Mexico. You can also send an email to cotizaciones@experienciasxcaret.com.mx indicating the number of adults and children, date of visit, and the product that you want to buy.

    What is your Cancellation and Refund Policy?

    • Reservations cancelled with more than 2 days in advance before the booking date are subject to a 10% administrative fee; from 2-0 days or in case of no show, reservations are non refundable.
    • Packages and Xperience Passports cannot be cancelled and will not be refunded.
    • Cancellations will be reimbursed based on the payment method. Once you reserve and pay, you will not be able to change entrances, activities and/or tours. The entrances, activities and/or tours included in your purchase are not exchangeable for any other entrances, activities and/or tours
    • Rain Policy Your purchase has a weather guarantee that is valid before using your coupon (not refundable). Your coupon is good for 1 year from date of purchase. Call customer service at (52) (998) 883-3143 Monday to Sunday from 7:00 am to 8:00 pm or contact us at:customerservice@experienciasxcaret.com.mx to request your new visit date.
    • Re-schedule All other schedule changes must me made 24 hours before your visit.
    • "No-shows" will be charged in Full Amount.
    • Cancellations must be made by calling 52 (998) 883-3143 Monday to Sunday from 7:00 AM to 8:00 PM. Or send us an e-mail to: cutomerservice@experienciasxcaret.com.mx
    • Cancellations on Swim with Dolphins must be made at www.delphinusworld.com, reservaciones@delphinus.com.mx or at Customer Service Phone: + 52 (998) 206 33 04/ Toll Free from USA /CANADA: 1-888-526-2230
    • Under any circumstance the cancellation requested for Swim with Dolphins programs and/or Optional Activities on the customer's behalf will involve a cancellation on the park entrance ticket.

    Where can I apply for the cancellation of my purchase?

    For cancellation you must send an email to servicioalcliente@experienciasxcaret.com with a brief explanation of the reasons for which you proceed to the cancellation and our service team customer will respond within 48 hours. Remember that cancellations are governed by the terms and conditions of the cancellation policy.

    If I book for a specific date then can I change it?

    Yes, you can change your visit to another date within the period of one year from the date of purchase of the ticket. This change is valid exclusively with 24 hours in advance. It is not allowed to make date changes on the day of your visit.

    What happens if by some mistake the charge is duplicated?

    If you realize that your card has a duplicate charge, you should request the cancellation and refund of the same by sending an email to servicioalcliente@experienciasxcaret.com and indicate in the title of the email the duplicate charge, the name to which was made the reservation and the date of visit. Once we receive your request we will contact with you as the refund process starts, which should be reflected in your account for 15 to 20 days after.

    I already made the purchase of my admission to the Park, but I want to buy transportation and swimming with dolphins how can I do it?

    If you want to add something more to your purchase we invite you to call our reservation center and one of our agents will support you.

    I live and work in Quintana Roo recently and have no IFE ID, Can I present an ID from my work to enter as Quintana Roo resident?

    No, We only accept IFE.

    If I am a foreigner what shall I submit in addition to FM2 or FM3 to validate that I am resident of Quintana Roo?

    We only accept FM2 or FM3 in the case of a foreigner.

    About my visit

    What if for some reason I could not print the coupon?

    If this should happen, you can contact us at the reservation center and with your coupon number or the name of the person that purchased we will send it again to the email indicated to us. In this way you can print it when possible and bring it with you along with the credit card you made the payment with and an official identification to bring it at the ticket booth of the Park.

    Can I submit my purchase confirmation on my phone or tablet?

    It is necessary to present the printed coupon.

    Would there be a problem if the person who purchased isn't the same person that will visit Xcaret?

    You will need to present the following documents at the park's ticket booths:

    • Printed receipt (which contains confirmation number and date of visit).
    • Official photo ID (or copy) of the credit cardholder who made the payment.
    • Credit card (copy) used for payment or a copy of it (credit card must be signed).
    • Official ID of the visitor on the reservation.

    What clothes and footwear is recommended?

    We recommend wearing comfortable shoes as the Park is very big and you're going to walk a lot. Also a change of dry clothes if you practice water activities.

    Do you have lockers?

    Yes we have lockers; If you bought the Plus admission it already includes it, if not, you can rent them at the modules distributed in the park.

    Are there bathrooms so I can change my clothes?

    Yes, we have baths in different parts of the park with private spaces so that you can change yourself comfortably.

    The ticket includes snorkeling equipment or should I bring it?

    Xcaret Plus admission already includes snorkel equipment. The basic admission does not, but in case you want to, you can rent the equipment.

    If it rains, can I cancel or change the date of my visit?

    The Park does not close its doors unless there is some warning of the impending hurricane, in this case, your visit will be re schedule. When the day of your visit is very rainy and you decide to make any changes of date, your voucher is valid for one year and guarantee against bad weather; you will be able to make it valid exclusively with 24 hours in advance. It is not allowed to make date changes the same day of your visit.

    What happens if I don´t bring with me the credit card with which I made the payment?

    It is essential that at your arrival at the Park you present the original card (or copy) on both sides with which it was made the charge, otherwise you can not have access to the entrance and you'd be losing the purchase.

    What happens if I do not go to the park the day of my visit?

    If you do not attend the day of your visit you can change the date within the period of one year from the date of your purchase, giving notice 24 hours in advance. For no reason will be refund in this case.

    I went to the Park and I could not buy my photos, how can I get them?

    If you want to buy your photos, just click here and follow the instructions on the www.fotoxcaret.com

    Remember that the pictures remain in our database until 15 days after the visit. For any support information contact the Photo Department at foto@xcaret.com

    I went to the Park and I could not buy my photos with the dolphins, how can I get them?

    You must contact the Photo Department at photo.xcaret@delphinus.com.mx

    Can a person in a wheelchair enter to the Park?

    Yes, much of the Park is accessible to people in wheelchairs. We have wheelchairs for rent. The rent price is $399 MXN and is necessary to leave an identification or $40 deposit at the time of their delivery or warranty. If you hired a Tour and come with wheelchair, please communicate to our contact numbers giving notice of your visit, in order to provide you with the best service.

    What days is there fewer people in the Park?

    The days in which we have fewer visitors are Saturdays and Sundays, as many visitors return to their places of origin or are just reaching the destination.

    Which sunblock should I use at the Park?

    Help us preserve and care for our ecosystem! To avoid affecting the natural balance of the ecosystem, only the use of sunblock and sunscreen containing titanium oxide and zinc oxide is allowed in the Park. If your products don't meet this requirement, at the Park entrance you will find an Information Booth where you can exchange your sunscreen for a free sample of a biodegradable product. Your sunscreen will be returned to you upon departure.

    The Park has activities for children?

    The activities included in the tickets are for the whole family, the shows with their music and colors fascinate children as well as all exhibits of the flora and fauna that we have, especially in the butterfly and the Coral Reef Aquarium, where we have a section where you can interact with some specimens. There are several spaces so that children can swim, they can also enjoy the underground rivers, as well as swimming with dolphins (both with at extra cost) if measures at least 1.10 metres.

    Can I go to the rivers if I don't swim?

    Yes, you can enjoy the underground rivers without the need to know how to swim, we have lifejackets whose use is mandatory to enter to the river.

    Can you enter with food or beverages to Xcaret?

    The entry of food and drinks at the Park is not allowed. In Xcaret we have ten restaurants, point of sale of snacks and other food offerings.

    Do you have rent of electric vehicles to tour the Park (scooter)?

    Yes, we have rental scooters, strollers and wheelchairs for the enjoyment of our visitors during the tour of the Park.

    I'm allergic to gluten, is there anything to eat in restaurants?

    Yes. Please, when you get in the restaurant of your choice, tell the host your food needs, and the chef will advise you on what you can eat and what not, or prepare something special for you. Anyway, we appreciate if you could inform us about the exact date in which you will visit the Park.

    Can I enter with my baby food?

    Yes, you can access the park with food for a baby like milk formulas, baby food, etc.

    Who do I turn to if I have special requirements to eat?

    If you have any special requirement contact us via email servicioalcliente@experienciasxcaret.com or ask the hosts that will be at the entrance of the Park, they will be happy to help you.

    Optional Activities

    How do I make the reservation for the optional activities as swimming with stingrays, swim with dolphins or Sea Trek®?

    You can book them at the time of your purchase on the web site or through our reservations center.

    Does the admission to Xcaret include swimming with dolphins?

    No, Xcaret admission do not include any of the optional activities, including swimming with dolphins. All must be separately booked.

    What happens if I cancel any of the optional activities I have reserved?

    Optional activities are non-refundable and admissions to the parks are governed by the cancellation policies which are explained in this FAQ. In the case of swimming with dolphins, any cancellation must be done on www.delphinusworld.com, reservaciones@delphinus.com.mx or phone service customer: 01 (998) 206 33 04 Toll free number from USA/CANADA: 1-888-526-2230 toll free: 01800-Dolphin 1 (01800-335346 1).

    Schedules and information about the Park

    What days does the Park operate?

    The park operates 365 days a year, including holidays from 8:30 to 10:30 p.m.

    About transportation

    If I chose transportation, at what time will you pick me up and where should I wait?

    When purchasing your Admission with Transportation online, a list of hotels with available pick up will be displayed. The exact time will be confirmed upon purchase. It is essential to show 15 minutes before your scheduled pick up. It is important to confirm your transportation service with at least 48 hours in advance. The transportation that will pick you up at your hotel may have the logo of any of our Parks: Xcaret, Xel-Há, Xplor or the company logo Experiencias Xcaret. The transfer may be by van or luxury bus depending on the operation.

    If I chose transportation, but my hotel is not available for pick up, what should I do?

    In case the hotel you are staying at is not in the list you can call Customer Service or send an email to customerservice@experienciasxcaret.com and our agents will help you with all the information for your pick up or any other doubt you may have.

    Customer Service hours: Monday to Friday from 7:00 AM to 12:00 AM / Saturday and Sunday from 7:00 AM to 10:00 PM. Local Time.

    • Phone number:
    • Cancun: 998-883-3143
    • Playa del Carmen: 984-206-0038
    • USA/Canada: 1-855-332-2130
    • Brazil: 0-800-892-3371
    • Argentina: 0800-122-0384
    • Venezuela: 0-800-162-7384
    • Colombia: 01-800-952-0705
    • Spain: 900-965-224
    • Chile: 0-800-835-016

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    Why book with us?

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