Frequently Asked Questions

This is where you will find most answers. If there should still be any questions left, don't hesitate to contact us.

Popular Questions

Is Cozumel island a safe place?

One of the biggest concerns for potential vacationers is whether or not the place they´ve chosen to visit is safe.

Let us tell you that our peaceful island is rated as one of the safest places in Mexico. So the answer is YES! Feel free to come and visit the astonishing beaches and cultural places in our beloved island.

What is the best beach in Cozumel?

All the beaches in Cozumel are beautiful and they offer different experiences to our visitants.

We recommend this BEACH EXCURSION to relax, to have fun snorkeling; you can also rent jet skis and Cozumel island is one of the best places in México to parasailing.

Are not beach supposed to be Free?
In Cozumel there are three concepts of beach.
  • Public Beach:

    Our public Beaches have no entry cost; they offer sun, sand and sea from dusk until dawn. They have no facilities to enjoy, nor activities… they are completely natural and most of them are 38 min away from the cruise ship docks which means you have to rent a car, motorcycle or hire a round trip taxi.

    Note that also most of them have no phone reception.

    As locals, we go often, and we go prepared with a chiller to have water, soft drinks, beers, snacks and food.

    We also bring our own beach chairs and umbrellas.

    If you travel on a cruise ship and come only for a few hours to Cozumel, we recommend the following two beach concepts.

  • Freemium:

    The freemium beaches offer all the basic you will need for a nice beach day with the business model of pay as you go. When you see a "free" beach with facilities usually only the entrance is free, but they rent you at higher cost each installation or the prices in the restaurant are higher compared to other places.

    Example

    1. A beach chair will be minimum $ 10 usd
    2. Umbrella $ 10 usd.
    3. Etc.

    Remember you will still have to pay your round-trip transportation.

  • Beach Club:

    A beach club has an entrance fee, that includes facilities such as lounge chairs, swimming pool, “palapas” or umbrellas, wifi, hammocks, bathrooms, etc.

    You will also find activities at extra cost such as snorkeling, diving, jet skis, parasailing, etc.

    *It does not include transportation.

Notice

On our BEACH DAY excursion, we have included entry cost to the beach club in a special package where the price is lower compared to individually paying for everything, we cover the roundtrip transportation plus we are always aware of cruise ship departure timing.

General

Is there a risk that I'll miss my ship while on shore excursion?

Our Tour Operators are very aware of ship departure times.

As long as you have selected a tour that is scheduled to return before you are required to be back on board, there's very little risk that this will ever happen.

If something extraordinary does happen that is caused by our Tour Operator and you do not make it back in time to board, we will make arrangements and take care of the cost to get you to the next destination where you can rejoin your ship.

Please note that we can't be responsible for anyone who decides to leave a scheduled tour itinerary before it is complete.

What happens if my ship changes ports of call unexpectedly?

If you are traveling by ship and something unexpected happens that causes a change in your itinerary, we will do our best to honor your purchase if the change involves a simple swap of ports and days. If your ship will not be able to call on the port at all, we will refund you in full. Just let us know what happened within 14 days of the tour departure date.

What would happen if my ship does not come to Cozumel?

In the event that you Ship will not be able to visit the Port of Cozumel your deposit will be 100% refunded (none automatic refunds will proceed, please contact us).

Will I get my money back if my ship is late arriving into port?

If you are traveling by ship and your ship is late arriving into port, we will make every effort to offer the full tour at the adjusted time. Please plan on meeting your guide at the designated meeting point using the same timeframe from the original order confirmation. So if your ship was scheduled to arrive at 8:00 am and your original meeting time was 8:30 am and our NEW arrival time is 11:00 am, meet your guide at the designated meeting point at 11:30 am. No money back for ship late arriving. 

Reservation Policies

Which payment methods are available?

We require a $5.00 USD per person deposit via Paypal to make a reservation.

Please note:

The balance must be paid at time of excursion to the Tour Operator via Cash, Debit, Credit Card (VISA, MASTERCARD.) In the case of a group reservation total balance must be paid in one lump sum, separate per person payments are not accepted.

Refund due to Operators cancellations other than Ships not calling Port will be refunded by the Tour Provider at time of the Excursion.

How do I know where to meet my Tour Operator or Guide?

Your order confirmation will provide specific details on where to meet your driver and/or guide. If you have any questions before you leave home, feel free to contact our Crew. We will also provide a local number for the Tour Operator in case you need help on the day of your tour.

What do I present to the Tour Operator or Guide in the destination?

You'll need to present your printed or electronic order confirmation on behalf of your party to the local Tour Operator. If and when identification and/or any other document is required, you will be advised in advance in your order confirmation.

I can't find the Tour Operator and/or my Guide; What should I do?

First, make sure you have your order confirmation to confirm that you are indeed in the right location. Then, look for a guide carrying a sign with your name. If you are still unable to find your guide, your order confirmation will include a local number for the Tour Operator that you can call. If that doesn't work, call our Cozumel Crew at +52 987-564-08-38.

What happens if I do not show up for my shore excursion?

If you do not show up at the designated meeting point at the designated time, you will be considered a "no show". Sorry but refunds will not be offered for no shows. If you are having trouble finding us or are running late it is better to call so that we do not assume that you are not showing up.

Cancellations Policies

Can I cancel a reservation?

Yes, you can. Cancellation must be done minimum 2 calendar days before the arrival date booked.

How do I cancel my reservation?

Send us an E-Mail to This email address is being protected from spambots. You need JavaScript enabled to view it.

Please include in your refund request the following information:

  1. Full Name
  2. Confirmation number
  3. Date of arrival.
Is the deposit refundable in the event of a cancellation?

Request that not comply with any of the below situations is not subject to refund. Please refrain from sending your request for a refund to more than one department.

  1. If you send you cancellation E-mail 1 calendar day before the arrival date booked your deposit will be 100% refunded.
  2. In the event that you Ship will not be able to visit the Port of Cozumel your deposit will be 100% refunded. (Limited to your particular Cruise not visiting the Port during your cruise).
  3. In case of an inclement weather. The policy is in effect for Hurricane only, not for lesser impacting storm or rain and just if the beach club is closed.
  4. Change in ships itinerary. Refund applies only If re-scheduling on new arrival date is not possible. Refunds do not apply to a change in arrival time to Cozumel port or if the cruise ship changes its itinerary and visits Cozumel Port on an earlier or later date.

Request that not comply with any of the above situations is not subject to refund.

Important:

  1. Only the passenger whose name appears on the reservation request can apply for a refund.
  2. Request for a refund will only be accepted within 15 calendar days after the arrival date booked. If the refund applies, It may take up to 1 week to be processed. Some refunds would be subject to a refund fee.
  3. Refunds are credited back to the original method of payment. Cash or checks cannot be issued.
  4. Please include in your refund request the following information: passenger's name, confirmation number & date of arrival.

Request that do not comply with the above policies are not subject to refund.


Contact us

  • Email
    This email address is being protected from spambots. You need JavaScript enabled to view it.
  • Address
    Cozumel, Quintana Roo
    Mexico.
VISIT US

Cozumel, Quintana Roo
Mexico.

STAY CONNECTED