Xenotes Tour FAQs

There are several payment options depending on the currency chosen on our websites. In the case of Mexican Peso (MXN), you can pay with Debit or Credit Cards issued by VIsa, MasterCard, American Express, Discover or Diners. You can also make payments via deposit or bank transfers at the branch of your choice, make payments at convenience stores of the most recognized chains by choosing “Checking” as method of purchase or trust in the security that PayPal offers.

Other currencies:

Colón (CRC): Visa, Mastercard and JCB.

American Dollar (USD): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Australian Dollar (AUD): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Canadian Dollar (CAD): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Euro (EUR): Visa, Mastercard, American Express, Diners, Discover, JCB, Carte Bancaire, Paypal, Sofort and iDeal.

Pound Sterling (GBP): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Sol (PEN): Visa, Mastercard, Diners and JCB.

Argentine Peso (ARS): Visa, Mastercard, Diners and JCB.

Chilean Peso (CRC): Visa, Mastercard, Diners and JCB.

Colombian Peso (COP): Visa, Mastercard, Diners, Discover, JCB.

Uruguayan Peso (UYU): Visa, Mastercard, Diners, Discover, JCB.

Guatemalan Quetzal (GTQ): Visa, Mastercard and Diners.

Ruble (RUB): Visa, Mastercard, Diners, Discover, JCB and Paypal.

Yuán (CNY): Visa, Mastercard, American Express, Diners, Discover, JCB and AliPay.

Yen (JPY): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Korean Won (KRW): Visa, Mastercard, American Express, Diners, Discover and JCB.

Yes, we have tourist packages that includes Hotel + Flight to stay at Hotel Xcaret México. Here, you can enjoy the unique experience of our ALL-FUN INCLUSIVE® program that offers unlimited access to our parks and other services. For more information visit the packages section of Hotel Xcaret Mexico.

If you want to check our current promotions, visit our special offers site.

If you buy a package with entrance without transportation, you have 7 days to gain access to all parks, from the date of the first visit. If your package has transportation, you have a period of validity of 14 days for all the tours, from the date of the first visit.

Depending on the combination you can visit one Park per day or two parks on the same day. For more information about the different combinations you can do, communicate to your contact center where an agent will help you to put together the package that best suits you.

Yes, Xcaret offers discounts for seniors of 50% off on entrance tickets to the park (valid only at the park’s ticket booths) presenting an INSEN or INAPAM credential issued by the Mexican government. You can validate this discount through our contact center or at the ticket office of the Park.

We grant a 10% discount if you purchase at the web site or via our contact site, and it is valid if you buy your admissions with at least 7 days prior to the date of your visit. And when making your purchase with 21 or more days in advance, you get a 15% off.

No, interest-free monthly payment options don’t apply at the park’s ticket booths. It’s an option only for purchases made through official websites of Grupo Xcaret and by calling the Customer Service phone numbers. Also, remember it is only valid for credit cards issued in Mexico.

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 an 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.

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 parks ticket booths along with the credit card used for purchase and an official ID.

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

The schedules to call the reservation center are from Monday to Friday: 7:00 AM to 12:00 AM | Weekends: 7:00 AM to 10:00 PM (local time).

To call from abroad, choose the country where you are dialing from:

USA/Canada: 1-855-326-0682

Brazil: 0-800-892-3371

Argentina: 0800-122-0384

Colombia: 800-952-0705

Spain: 900-965-224

Chile: 0-800-835-016

Costa Rica: 800-052-1715

Panama: 800-052-0524

Ecuador: 800-5-931-0227

Peru: 0800-00-642

UK: 800-04-89-203

Other countries: 0052-998-883-3143

No, you can’t transfer a ticket to someone else. They are only valid for the visitor who placed the purchase.

Yes, you can make a payment without a card. If you don't have a credit card, you can choose a bank deposit as a payment option in the process of purchase of this page and follow the indicated steps, or call us and an agent 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@xcaret.com indicating the number of adults and children, date of visit, and the product that you want to buy.

Please, consider the terms of our Cancellation 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.
• For cancellation you must send an email to customerservice@xcaret.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 in the cancellation policy.
• 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.

Refund Policy:

• 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.
• Optional activities are non-refundable.

Yes, you can change your date of visit to another one within the period of one year from the date of purchase of the ticket.

In Xcaret, Xel-Há, and Xplor, you can find special booth signposted for online purchases. When arriving at the Park you can ask any of our hosts who will show you which one is enabled for you.

If you could not print the coupon, 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 your email. You can print it when possible and bring it along with the credit card you made the payment and official identification to present them at the ticket booth of the Park.

It is necessary to print the coupon and present it at the booths of the Park.

You will need to present the following documents at the parks 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.

In case of purchasing transportation it will be necessary to present the documents before boarding the bus.

It is not allowed to enter with food and beverages to the parks or tours. In most of our experiences, lunch is included. In each park there are food options, either with extra cost or included in the entrance, depending on the type of admission, park or tour you choose.

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

When purchasing online your Admission with transportation to the parks, a list of hotels with available pickup will be displayed. The exact time will be confirmed upon purchase. It is essential to show 15 minutes before your scheduled pickup. 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 Grupo Xcaret. The transfer may be by van or luxury bus, depending on the operation.