XENOTES TOUR FAQS

Find the answer to the most frequently asked questions about Xenotes Tour

About Xenotes

Admission Xenotes

Costs, promotions and payment methods

Payment Methods

Tourist Packages

Promotions

Validity of Purchase

Visit more Parks per day

Senior Discounts

Online discounts

Interest-free monthly payments

Credit card payments

Reservations, changes and cancellations

About my visit

Transportation

About Xichén

About Archaeological Tours

Admission Xenotes

What is the price of the Xenotes Tour?

The price of the Xenotes Tour is available here with departures Monday to Saturday. You can also find it combined in packages with other Parks or Tours.

What is the minimum age for Xenotes Tour?

The minimum age for Xenotes Tour is 6 years of age. Children ages 6 to 11 pay 50% of the adult admission price. It is mandatory to present an official ID to your tour operator. We do not recommend this activity for children under 6 years old.

What is the clothing and footwear recommended for the Xenotes Tour?

The footwear recommended for the Xenotes Tour is water shoes. You should bring a swimsuit, shorts, a t-shirt and a change of clothes for the end of the tour. Although it includes a towel, we recommend you bring another one.

Are there lockers in Xenotes available?

No, since it is a tour where you visit four different types of cenotes, there are no lockers in Xenotes available. Your belongings are kept inside the van used for transfers.

Are there restrooms where I can change clothes?

Yes, we have restrooms, showers and dressing rooms.

How many cenotes do we visit at the Xenotes Tour?

During the tour you will visit four different types of cenotes with different activities in each. Get ready for the remarkable Xenotes Tour.

How much time is spent in each cenote?

The time spend in each cenote is approximately 45 minutes, for you to enjoy the different activities. Transfers between cenotes are by van.

What are the activities in each cenote at Xenotes Tour?

The activities in each cenote at Xenotes Tour are:

At Lu’um (cavern cenote) you will perform assisted rappel, float in the cenote and admire incredible rock formations.

At Ha’ (semi-open cenote) you will kayak and explore the aquatic world of a cenote by swimming.

At Iik’ (ancient cenote) you will dive into the cenotes from two zip-lines and cliff jump into its waters.

At K’áak’ (open cenote) you will glide on zip-lines, go down on a water slide, swim and relax on an inner tube.

All activities are conducted in cenotes so we recommend wearing water shoes and a life jacket.

What does the Picnic include?

The picnic at Xenotes Tour includes: vegetable soup, cold cuts bar and premium cheeses, served with a variety of rustic breads and dressings, to prepare your own sandwiches accompanied with salads. It also includes coffee, chocolate, sweet bread and oatmeal cookies, non-alcoholic beverages (water and soft drinks) and seasonal fruits at the end of the first cenote.

If you are allergic to any ingredient you can notify Customer Service at customerservice@xcaret.com to prepare an alternative especially for you (menu subject to change without prior notice).

Does Xenotes Tour has transportation?

Yes, Xenotes Tour has transportation service from the comfort of your hotel along with a specialized guide and an operator.

Payment Methods

What payment options are available to buy my ticket or tour?

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.

Tourist Packages

Do you have tourist packages with hotel and flights?

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.

Promotions

Are there any current promotions?

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

Validity of Purchase

How much time do I have to visit the parks if I purchased a package with more than one tour or tickets?

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.

Visit more Parks per day

Can I visit two parks or tours in one day?

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.

Senior Discounts

Do you have discounts for seniors?

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.

Online discounts

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

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.

Interest-free monthly payments

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

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.

Credit card payments

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 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.

Reservations, changes and cancellations

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

Do I have to provide a date of visit with my reservation?

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

What are the schedules to call the Reservation Center of Xcaret?

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).

How can I call from abroad?

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

USA/Canada: 1-855-326-0682
Brazil: 0-800-892-3371
Argentina: 0-800-122-0384
Colombia: 01-800-952-0705
Spain: 900-965-224
Chile: 800-835-016
Costa Rica: 800-052-1715
Panama: 800-052-0524
Ecuador: 800-5-931-0227
Peru: 0-800-00636
UK: 800-04-89-203
Other countries: 0052-998-883-3143

Can I transfer a ticket to someone else?

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

Can I make a reservation payment without a card?

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.

What is your Cancellation and Refund Policy?

Please, consider the terms of our Cancellation Policy:

Reservations cancelled with more than 2 days in advance before the original 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.

Can I change my date of visit?

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.

About my visit

Where are the special booths?

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.

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

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.

I did not print the coupon, can I submit my purchase confirmation on my phone or tablet?

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

Would there be a problem if the person who purchased isnt the same person that will visit?

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.

Can I enter with food or beverages to the Parks or Tours?

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.

Can I enter with my baby food?

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

What do I need to know about Photo Pass Experiences?

When purchasing the Photo Pass product, visitors to the parks and tours by Grupo Xcaret can use all the AutoPhoto points at the park(s), the pictures by photographers (including recreational activities), or both. Also, they can take all the photographs they want and download those same pictures afterward, at a convenient price.

For prices provided on this page, you need to purchase before visiting the park(s) or tour(s).
The product is available to purchase at least 24 hours before you visit the park or tour.
Prices contemplate the number of people (PAX) and the number of purchased parks. If you buy the 'PHOTO PASS', it applies only for the Xcaret, Xplor, Xplor Fuego, Xel-Há, Xoximilco, Xenses, and Xavage parks, plus the Xenotes Tour.
Does not apply for guests at Xcaret Hotels (Hotel Xcaret México and Hotel Xcaret Arte). The use of the Photo Pass is valid only the day of the visit, and it is not cancelable nor refundable.
It does not include photographs of dolphin’s activities, Photo Drone, Photo Xunset, or archaeological sites. If the package includes a visit to a park and an archaeological zone, the photographs will be only at the park.
To valid the service, it is mandatory to print the coupon provided at the end of the purchase and show it at your arrival at the park at the photography area or at the moment of boarding the tour’s transportation.
For the ONE PARK DIGITAL PHOTO PACKAGE, TWO PARKS DIGITAL PHOTO PACKAGE, THREE PARKS DIGITAL PHOTO PACKAGE, FOUR PARKS DIGITAL PHOTO PACKAGE, and FIVE PARKS DIGITAL PHOTO PACKAGES:
The photo package includes service for the parks and tours chosen by the client at the moment of purchase, considering the number of visitors and the number of parks on its selection.

Can I use any type of sunscreen or sunblock?

No, we ask you to only use sunscreen and sunblock containing titanium oxide and zinc oxide at the park. Help us minimize the environment impact by using products without chemicals.

Transportation

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

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.

My hotel is not available for pickup, although I chose transportation to the parks. What should I do?

My hotel is not in the list

If your hotel is not in the list, you can choose one of the following meeting points and Grupo Xcaret official transportation will pick you up there.

I’m not staying in a hotel

If you are staying in an Airbnb, hostel, with family or anywhere, you can choose one of the following departure points and Grupo Xcaret official transportation will pick you up there.

Cancun

Marina Puerto Cancun Shopping Mall

Kukulcán Blvd, Km 1.5, Cancun Hotel Zone. Zipcode 77500. Cancun, Quintana Roo.

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Base Xcaret (Oficinas Base Caracol)

Kukulkán Blvd, Km 9.5, Cancun Hotel Zone.

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Playa del Carmen

Old Navy - Paseo del Carmen Shopping Mall

5th Ave 10. Col. Centro, Playa del Carmen.

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Plaza Antigua

10 Ave South 10, Playacar, Playa del Carmen

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Plaza las Perlas

Constituyentes Ave. LB, Gonzalo Guerrero, Playa del Carmen

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Bodeguita de Enmedio

5th Avenue and 34 St. North, Playa del Carmen

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If you chose transportation to the parks but the hotel you are staying at is not in the list, you can call Customer Service or send an email to customerservice@xcaret.com. Our agents will help you with the pickup information 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)

Telephone:

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: 800-00636
UK: 800-04-89-203
Other countries: 0052-998-883-3143