Xenotes Tour FAQs
FIND THE ANSWER TO THE MOST FREQUENTLY ASKED QUESTIONS ABOUT XENOTES TOUR
The price of the Xenotes Tour is available here with departures on Monday, Tuesday, Wednesday, and Friday. You can also find it combined in packages with other Parks or Tours.
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.
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.
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.
Yes, we have restrooms, showers and dressing rooms.
During the tour you will visit four different types of cenotes with different activities in each. Get ready for the remarkable Xenotes Tour.
The time spend in each cenote is approximately 45 minutes, for you to enjoy the different activities. Transfers between cenotes are by van.
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.
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 email@example.com to prepare an alternative especially for you (menu subject to change without prior notice).
Yes, Xenotes Tour has transportation service from the comfort of your hotel along with a specialized guide and an operator.
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 on both sides and the purchase coupon with the holder's signature.
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:
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 firstname.lastname@example.org 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 email@example.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, firstname.lastname@example.org or at Customer Service Phone: + 52 (998) 206 33 04/ Toll-free from USA/CANADA: 1-888-526-2230.
- 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.
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.
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.
Plaza Malecón Américas (Pasteletería)
13-14 Malecón Américas. Bonampak Ave and Nichupté Ave, SM 6, Cancun.Show Map
Base Xcaret (Oficinas Base Caracol)
Kukulkán Blvd, Km 9.5, Cancun Hotel Zone.Show Map
Playa del Carmén
Deportes Martí - Martí Playa Quinta Alegría
5th Avenue North, Lt 01-02 Mz 34, Store C31-C34. Col. Centro, Playa del CarmenShow Map
10 Ave South 10, Playacar, Playa del CarmenShow Map
Plaza las Perlas
Constituyentes Ave. LB, Gonzalo Guerrero, Playa del CarmenShow Map
Bodeguita de Enmedio
5th Avenue and 34 St. North, Playa del CarmenShow Map
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 email@example.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)
- 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