Frequently Asked Questions

return to topQ. How do I book the dates I want?

When you buy your package, you will be able to select the dates you want with our calendar tool. All packages are fully transferable to friends or family. After you complete your purchase, you will receive a confirmation email with your booking number. When you're ready to travel, simply call us at 1(866) 989-3631 and give us your booking number.

return to topQ. Does my vacation package expire?

You have up to 18 months from the date of purchase to travel. Extensions may be requested in special circumstances.

return to topQ. Are there any blackout dates?

There are no blackout dates. We can accommodate any date with a minimum of 60 days advance notice. If you need to travel sooner, call us to check for availability. Low season specials may be used immediately but are subject to availability. There is no charge for room upgrades that may be necessary due to reduced availability at your selected hotel.

return to topQ. Can I get extra nights or package upgrades?

Extra nights can be purchased for $149 USD. Any package can be upgraded to an all-inclusive plan at the current seasonal price. Call our customer care professionals who will be glad to help you.

return to topQ. Who will pick me up?

One of our professional transportation officials will be waiting outside of international customs by the exit displaying your name on a welcome sign.

return to topQ. How will you know what time to pick me up?

Once your flight is scheduled, call our customer care professionals at 1(800) 989-3631 to arrange your pickup at Cancun International Airport.

return to topQ. Can I check in any day of the week?

Yes, you can check in any day of the week.

return to topQ. What time do I need to check in and check out?

Check-in is at 4:00 p.m. Check-out is at 10:00 a.m. (A hospitality suite is available by request for earlier arrivals and later departures).

return to topQ. What is the maximum room occupancy allowed?

At the package rate, the maximum number of guests allowed per room is four (2 adults and 2 children under age 12).

return to topQ. What if I have three kids?

There is no charge on accommodations for children ages 0-6 even if you have a third child. For more than two children ages 6-12, an extra fee of $50 USD per day will be requested when you make your reservation.

return to topQ. Do you have disability friendly rooms and facilities?

Yes, we have rooms with special access for disabled guests based on availability.

return to topQ. Which documents do I need to travel?

You will need your passport to enter and leave the country and your driver's license to rent a car.

return to topQ. How many airports are in Cancun?

Cancun only has one airport with three terminals. One of our transportation officials will be waiting at your terminal for your arrival.

return to topQ. Which address do I need to provide to Immigration?

You will need to give Immigration your hotel address in Cancun, which was provided in the confirmation email with your booking number. If you need more information, contact us at 1(800) 989-3631.

return to topQ. What should I do if I arrive late?

If your flight is delayed, it's no problem. Our transportation officials will keep track of your flight schedule and will be waiting at the airport for your updated arrival. But if you miss your flight, you will need to contact us to reschedule pickup.

return to topQ. Is transportation included?

Yes, roundtrip airport-hotel transportation is included. As soon as you receive your flight schedule, call us at 1(800) 989-3631 to arrange your airport pickup. We also provide free transportation between our hotels; shuttle buses run every 15-20 minutes.

return to topQ. How much are city transportation fares?

Most taxi drivers charge a set rate based on location, but it's a good idea to verify standard rates with the hotel before taking a taxi. Guests staying at our Cancun hotels may also rent a car through our coordinator with a valid driver's license.

return to topQ. Is my electrical equipment compatible for use in Mexico?

Electronics made for the U.S. and Canada do not need adapters, since Mexico uses the same 110 electrical voltage. European countries use 220 volts, so travelers from Europe will need to bring the correct electronic adapters.

return to topQ. Where can I buy souvenirs?

There are many retail outlets and local markets in Cancun and the Riviera Maya (near Cancun) that offer affordable souvenirs and cultural specialties, such as Talavera Pottery, which make memorable gifts for you and your loved ones.

return to topQ. Where can I eat away from the hotel?

There are countless restaurants near our hotels offering a variety of dishes and prices - from seafood, steaks, and burgers to Mexican, Italian, and other international cuisine. Our concierge will be happy to recommend casual or fine dining establishments for you.

return to topQ. Is the Yucatan Peninsula safe?

The city and state governments recognize that the safety of travelers is essential to ongoing tourism success. Rest assured, local authorities take your safety very seriously and implement measures to maintain safety in the region. The crime rate is low in the Yucatan Peninsula (where Cancun and the Riviera Maya are located), but tourists should use common sense and not carelessly display large amounts of cash or leave valuable items visible in parked cars.