Frequently Asked Questions

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Costs, promotions, and payment methods

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Do you have packages with hotel and flights?

We have a package for lodging at the Occidental Hotel at Xcaret Destination which includes unlimited access to the Park Xcaret. For now, this is the only package with hotel. We do not have packages that include flight tickets.

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Are there any current promotions?

If you want to check our current promotions, visit here.

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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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Do you have discounts for seniors?

Xcaret offers a seniors discount 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 government of Mexico. You can validate this discount through our contact center or at the ticket office of the Park.

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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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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.

Reservations, changes, and cancellations

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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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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 to call the Reservation Center?

From Monday to Friday: 7:00 a.m. to 10:00 p.m. | Weekends: 7:00 a.m. to 9:00 p.m. Local time.

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How can I dial to communicate from abroad?

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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 date then can I change it?

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

    About my visit

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    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 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 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.

    About Transprotation

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    How do I know if you pass by the hotel where I am staying?

    A list of hotels with pick up scheduled will be displayed at the time of your online purchase. If you do it through our contact center, the operator will inform you if there is a pick up at the hotel where you are staying or otherwise, the closest hotel to pick you up.

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    At what time will you come to pick me up and where should I wait for you?

    The exact time of pick up will be confirmed when making your purchase on the website or in the reservations center. It is essential to arrive 15 minutes prior to pick up time. If you require more information about your transportation please call our reservation center. It is important to confirm your transportation service at least 48 hours in advance.
    Transport which will go for you in the hotel can have the logo of any of our parks: Xcaret, Xel-Há, Xplor or Experiencias Xcaret. The transfer during the tour may be by van or luxury bus depending on the operation.

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    If my hotel is not in the pick-up list, where else can you pick me up?

    If you’re staying in Cancun, the meeting point you should choose is XCARET BASE (km 9.5, Hotel Zone). If you are staying in the Riviera Maya, the meeting point is MARTI SPORTS STORE (Playa del Carmen opposite the ferry dock). For more information you can contact us by phone, and our advisors will tell you what is the best option. ​

    About Xcaret

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    Which is the admission price to Xcaret?

    Xcaret Basic admission is $ 9900 USD and Xcaret Plus admission ticket is $ 12900 USD. But 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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    Which is the admission price to Xcaret for children?

    Xcaret Basic Admission is $$ 4950 USD and Xcaret Plus is $$ 6450 USD

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    Does Xcaret Plus include transportation?

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

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    Do you have a special discount for Quintana Roo residents?

    Yes, Xcaret offers a special price for Quintana Roo residents valid only at the park's ticket booths, online or through our contact center.

    • Xcaret Plus price: Adult: $ 1,19325 MXN / Child: $ 59663 MXN
    • Basic Admission price: Adult: $ 91575 MXN / Child: $ 45788 MXN.
    • Xcaret at Night price: Adult $ 73075 MXN / Child: $ 36538 MXN.
    It is necessary to present Official ID of Quintana Roo and in the case for minors it will be required to show a school ID with photograph and home address in Quintana Roo or grade report with a photograph. In case of a foreigner it will only be accepted Temporary Resident Card and Permanent Resident Card.

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    What clothes and footwear is recommended?

    We recommend wearing comfortable shoes as the Park is very big and youre going to walk a lot. Also a change of dry clothes if you practice water activities.

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    Do you have lockers?

    Yes we have lockers; if you bought the Plus admission it already includes it, if not, you can rent them at the modules distributed in the park.

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    I went to the Park and I could not buy my photos, how can I get them?

    If you want to buy your photos, just click here and follow the instructions on the www.fotoxcaret.com

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    Can a person in a wheelchair enter to the Park?

    Yes, must of the Park is accessible to people in wheelchairs. We have wheelchairs for rent at $399 MXN, (is necessary to leave an ID or $40 USD deposit as warranty at the time of delivery). If you purchased a Tour and come in a wheelchair, please inform us about your visit calling to our Customer Service numbers, in order to provide you with the best service.

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    How do I make the reservation for the optional activities as swimming with stingrays, swim with dolphins or Sea Trek®?

    You can reserve at the moment of your purchase online or through our Costumer Service.

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    What days does the Park open?

    The park is opened 365 days a year, including holidays, from 8:30 a.m. to 10:30 p.m.

    About Xel-Há

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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 customerservice@experienciasxcaret.com 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 frodriguez@experienciasxcaret.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.xcaret@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 opens?

    The park opens 365 days a year, including holidays, at the following hours: 8:30 a. m. to 6:30 p. m.

    About Xplor

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    Which is the admission price to Xplor?

    Admission to XPLOR All inclusive costs $ 11900 USD, but for all purchases made seven days prior to your visit on www.experienciasxcaret.com or http://www.xplor.travel/ you can benefit from a 10% off the 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 Xplor for children?

    Children 5 to 11 years pay 50% of adult price. We do not recommend this park for children under 5 years of age.

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    Does the admission to Xplor include transportation?

    The admission plus transportation from Cancun or Riviera Maya has a price of $ 14900 USD. TOUR Packages include round transportation from Cancun and Riviera Maya.

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    What is the minimum age allowed inside the Park?

    Access to Xplor Park is limited to children under 5 years.

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    What are the opening hours?

    Xplor Park opens from Monday to Saturday, from 9:00 a.m. to 5:00 p.m.

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    What does my admission include?

    Your admission includes:Zip-lines, Rafts, circuits with Amphibious Vehicles, swimming in the Stalactite River, Hammock Splash and Spelunking. Also includes modern and secure equipment, a complete buffet and the use of locker for two.

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    At what time does breakfast start?

    Enjoy delicious breakfasts and meals in “El Troglodita” restaurant, open from 11:00 a.m. to 5:00 p.m.

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    What kinds of clothes and shoes shall I wear?

    We recommend you to wear long shorts, t-shirts, swim suits and water shoes that can be attached to your ankles so as to avoid losing them. We don’t recommend the use of flip-flops or Crocs. Remember to bring extra cloths.

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

    Simply click on www.fotoxplor.com and choose one of the options to search your photos. Remember that pictures are saved in our database for 15 days after your visit. For further support information contact our photograph department at foto@xplor.travel

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    Can somebody on a wheelchair access the Park?

    Yes, however the park is made with stone floor, has many slopes and wet surfaces, which makes difficult the movement for people in wheelchairs. 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.

    About Xenotes

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    What is the price of the Tour?

    The tour has a cost of $ 11900 USD with departures from Monday to Saturday. You can also find it combined in packages with other Parks or Tours.

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    What is the minimum age to participate in the tour?

    The minimum age for the Xenotes Oasis Maya Tour is 6 years of age. Children ages 7 to 11 pay 50% of the adult admission price. It is essential to present an official ID to your tour operator. We do not recommend this activity for children under 6 years old.

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    What clothing and shoes are recommended?

    We recommend you bring a swimsuit, water shoes, shorts, a t-shirt and a change of clothes for when you finish the tour. The tour includes a towel; however we recommend you bring another one.

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    Are there lockers available?

    The tour consists on visiting four different types of cenotes, therefore your belongings are kept inside the minibus which is used for transfers.

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    Are there restrooms where I can change clothes?

    Yes, we have restrooms, showers and dressing rooms.

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    How many cenotes do we visit?

    During the Xenotes Tour you will visit four different types of cenotes: Water Xenote, Fire Xenote, Wind Xenote and Earth Xenote.

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    How much time is spent in each cenote?

    Approximately 45 minutes to enjoy activities in each Xenote. The transfers are by minibus.

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    What are the activities in each cenote?

    In the Fire Xenote you can kayak or relax on an inner tube surrounded by exotic flora. In the Water Xenote you can snorkel and admire the underwater gardens of lilies. In the Wind Xenote you can enjoy exciting zip-lines and experience the tranquility of the jungle. In the Earth Xenote you can practice rappelling and admire amazing rock formations. All activities are conducted in cenotes so we recommend wearing water shoes and a life jacket.

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    What does the Picnic include (food)?

    At Xenotes you can enjoy a Glam Picnic consisting of: fusilli-vegetable soup, fresh bar with premium quality cheeses and deli meats, variety of rustic breads, dressings, fresh salads, water, coffee, wine and beer. It also includes coffee, chocolate, sweet bread, oatmeal cookies, and non-alcoholic beverages and seasonal fruits are also included during the Tour. If you are allergic to any ingredient you can notify Customer Services at customerservice@experienciasxcaret.com.mx so we can channel your case to the Food and Beverage team. (Menu subject to change without prior notice)

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    Does the Tour include transportation?

    Yes, it includes transportation service from the comfort of your hotel with specialized guide and operator.

    About Archaeological Tours

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    During my visit to the Tours, What clothing and footwear should I wear?

    We recommend shorts, shirt and a hat or sun cap. On the Tour Xichén Clásico you’ll go swimming in a cenote, so we recommend you bring a bathing suit, water shoes, towel and a change of clothes to use when you finish the tour.

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    What is the minimum age to participate in the tours?

    Children ages 5 to 11 pay 50% of the adult admission price and children under 4 have free admission. However, it is not advisable to take children that young.
    Children ages 5 to 11 pay 50% of the adult admission price and children under 4 have free admission. However, it is not advisable to take children that young.

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    Can I take the shuttle from Merida?

    No, unfortunately we do not have transportation from Merida and participants of the tour are not allowed to take one during our visit to Chichén Itzá.

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    Can I swim with dolphins in Chichén Itzá?

    There aren’t dolphins in Chichén Itzá. But our parks Xel-Há and Xcaret have the activity available with an additional fee.

    About TOUR XICHÉN

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    How much is the tour to Chichén Itzá?

    The price of the Tours Xichén Clásico is $ 7900 USD adult and $$ 3950 USD children; the price of the Tour Xichén Deluxe is $ 10900 USD adult and $$ 5450 USD children, both available Tuesday and Thursday.

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    Are there restrooms in Ik Kil to change my clothes?

    Yes, Ik Kil has restrooms, showers and changing rooms.

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    How many cenotes do we visit?

    In the Tour Xichén Clásico you will visit the Ik Kil cenote where you can swim. With Xichén Deluxe you will visit the Sacred Cenote, but it’s not allowed to swim in it.

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    How much time is spent in Ik Kil?

    In Ik Kil, time is distributed as follows: 50 minutes to swim in the cenote, 40 minutes to eat and 40 minutes to relax and shop if desired.

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    How much time is spent in the Sacred Cenote?

    About 30 minutes.

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    How much time is spent in the archaeological site?

    The tour lasts 1 hour and 45 minutes. After the tour, visitors have 1 hour and 15 minutes of free time.

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    At what time will I be back at the hotel?

    The time will depend on the location of the hotel. The Tours Xichén Clásico and Xichén Deluxe lxenotesast approximately 10 hours after leaving the hotel and until our return. Arrival to hotels is estimated around 6:50 p. m. for visitors staying in Cancun and 7:20 p. m. for those in Riviera Maya.

    About TOUR COBÁ – XEL-HÁ

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    How much is the Tour Cobá - Xel-Há?

    This tour is available Tuesday and Thursday and the price is $ 12900 USD.

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    How much time is spent in the archaeological site and in Xel-Há?

    The tour of the archaeological site in the company of a certified bilingual guide lasts 2 hours and 45 minutes. From there, the tour heads to Xel-Há where you will be arriving around 12:00 p. m. and until 5:30 p. m. when buses depart back to the hotels.

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    At what time will I be back at the hotel?

    The time will depend on the location of the hotel. The Tour Cobá - Xel-Há takes approximately 10 hours after leaving the hotel and until our return. Arrivals to hotels start at 6:00 p. m.

    About TOUR TULUM – XEL-HÁ

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    How much is the Tour Tulum - Xel-Há?

    This tour is available Monday to Saturday and the price is shown on the main page of this website. Buying online through any of the official sites of Experiencias Xcaret gets you a 10% discount. All prices are subject to change without previous notice.

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    How much time is spent in the archaeological site and in Xel-Há?

    The tour of the archaeological site in the company of a certified bilingual guide lasts around 2 hours. From there, the tour heads to Xel-Há where you will be arriving around 12:00 p. m. and until 5:30 p. m. when buses depart back to the hotels.

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    At what time will I be back at the hotel?

    The time will depend on the location of the hotel. The Tour Tulum - Xel-Há takes approximately 10 hours after leaving the hotel and until our return. Arrivals to hotels start at 6:00 p. m.

    About Xoximilco

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    How much is the reservation for Xoximilco?

    Only admission has a cost of $ 8900 USD adults and $$ 4450 USD children. If you want to add transportation from the comfort of your hotel, the cost is $119.00 USD adults and $54.50 USD children.

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    What does it include?

    • A night time cruise on board a trajinera.
    • Dinner with the best of Mexican cuisine.
    • Open bar with tequila, beer, fruit flavored beverages and sodas.
    • Different ensembles playing traditional live music such as: mariachi and bolero, the jarocho music and the sound of the marimba).
    • Optional menu for children and vegetarians.

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    Can I get there by car or do I have to pay the tour?

    Yes, you can arrive in your own vehicle; however you must make a reservation prior to your visit to ensure your admission by calling the contact numbers.

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    What clothing and footwear is recommended?

    We recommend you to bring comfortable clothing and clothing for cold if the temperature drops at night.

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    Are there bathrooms during the tour?

    Yes, we have areas of service, which will be accessible during the stops made during the tour.

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    Does the ticket include all drinks you want?

    Only includes an open bar of fruit-flavored water, beer, tequila and soda. Other drinks are priced separately.

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    What type of food is served?

    Dips, Mexican dishes, course meal with pork, beef, seafood, chicken and desserts.

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    Is there a children’s menu?

    Yes, we have children's menu.

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    Is there a vegetarian menu?

    Yes, we have a gastronomic proposal for vegetarians.

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    How long is the ride on the trajinera?

    The duration is 3 hours approximately.

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    Are children allowed?

    Yes, children ages 5 and older are admitted. We do not recommend bringing children in arms.


    Why book with us?

    Por que comprar con nostros

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