FAQ's

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Costs, promotions and payment methods

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.

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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 our contact center where an agent will help you to put together the package that best suits you.

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

We grant a 10% discount on purchases you make through our web sites or via our contact site, provided you do it 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% discount.

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

Yes, you can apply interest-free monthly payments with participating cards by shopping at our web site, our reservation center and booths.

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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

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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.

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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.

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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.

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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.

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What are the schedules that I can call the reservations center?

From Monday to Friday from 7:00 a.m. to 10:00 p.m. / Saturday and Sunday from 7 a.m. to 9 p.m. Local Time.

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¿How can I dial to communicate from abroad?

From USA/Canadá 1-855-326-0682
From Brazil 0-800-892-3371
From Argentina 0800-122-0384
From Venezuela 0-800-162-7384
From Colombia 01-800-952-0705
From Spain 900-965-224
From other countries 0052-998-883-3143

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Can I transfer my ticket to someone else?

Transfers of tickets are not permitted.

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If I don’t have credit or debit card, how can I make 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.

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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.
  • 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).
  • Optional activities are non-refundable.

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.

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If I book for a specific, can I change it later?

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

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About my visit

Where are the special booths?

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

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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.

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

It is necessary to present the printed coupon.

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Would there be a problem if the person who purchased isn’t 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 in ______:

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

It is not allowed to bring in food and beverages to the parks or tours. In all of our experiences we offer meal service, either with extra cost or included in the entrance, depending on the type of admission, park or tour you choose.

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Can I enter with my baby food?

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

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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.

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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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Xel-Há

What does my admission to Xel-Há includes?

  • River floating on inner tubes.
  • Unlimited snorkeling in the inlet.
  • Scenic Lighthouse with 360° views and a fun descent into a refreshing water landing.
  • Continental breakfast from 9:30 a.m. to 11:30 a.m.
  • Snacks and lunch buffet from 11:30 a.m. to 5:30 p.m.
  • Domestic open bar and unlimited non-alcohol beverages.
  • Zip-lines and rope swings over the water.
  • Jungle paths.
  • Cenotes, coves.
  • The Meliponary and Nursery.
  • Childrens Playground.
  • Life jackets, inner tubes and bicycles.
  • Lounge chairs, hammocks and rest areas.
  • Use of snorkeling gear with a free snorkel.
  • Use of lockers and a towel.
  • Restrooms, changing rooms and showers.
  • Free parking.
  • Other services (WiFi, ATMs and shops).

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Which is the admission price to Xel-Há?

The price of admission to Xel-Há is shown on the main page of this web site and is subject to change without previous notice. Buying online with seven days in advance through any of the official sites of www.experienciasxcaret.com, you get a 10% discount from regular price. When making your purchase with 21 or more days in advance, you get a 15% discount.

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What is the price of admission to Xel-Há for children?

Children 5 to 11 years pay 50% of adult price. Children under 4 have free admission.

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Does the admission to Xel-Há include transportation?

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

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When I visited the Park I couldn't purchase my photos, can I still buy them?

If you want to purchase your photos send an email to servicioalcliente@experienciasxcaret.com.mx specifying date of visit, sending a photo of the people pictured and points of the park where photos were taken. Remember that photos are saved in our database for 15 days after your visit. For further support information contact our photograph department at foto@xelha.com.mx

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When I visited the Park I couldn't purchase my photos with the dolphins, can I still buy them?

You can contact our photo department at photo.xelha@delphinus.com.mx

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Can somebody on a wheelchair access the Park?

Much of the park provides access for people on wheelchairs. We also offer wheelchairs for rent ($16 USD), if you wish to rent one you must leave a refundable $20 USD deposit and an ID. If you hired a tour and already have a wheelchair, please call our contact numbers and give us notice of your visit to provide the best care for you.

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Does the park offer activities for children?

The activities included in your admission ticket are all family-friendly, although there are some optional activities that have age restriction such as the Dolphin Swim. We also have an exclusive area for children called "Kids World".

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What days does the park open?

The Park is opened 365 days a year from 9:00 a.m. to 6:00 p.m.

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Why book with us?

PAYMENT OPTIONS

Parque Xcaret
Parque Xcaret
Parque Xplor
Tour Xplor Fuego
Tour Xenotes
Tour Xoximilco
Tour Chichén Itzá
Xenses Park
Xcaret Hotel
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