Frequently Asked Questions

There are several options of payment depending on the currency chosen on our websites. In the case of Mexican peso (USD) 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 transfer at the bank branch of your choice, make payments at convenience stores of the most recognized chains by choosing "Checking" as a method of purchase or trust in the security that Paypal offers.

Other currencies:

We have Hotel + Flight packages to stay at Hotel Xcaret México, here you can enjoy the unique experience of our ALL-FUN INCLUSIVE® program that offers you unlimited access to our parks and other services. For more information visit: https://packages.hotelxcaret.com/.

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

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

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.

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

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.

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.

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 to visit the park. If you have any questions please check the policies for change of date or cancellation.

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.

Phone number:

Mexico: 998-883-3143
USA-Canada: 1-855-326-0682
Brazil: 0-800-892-3371
Argentina: 0-800-122-0384
Colombia: 01-800-952-0705
Spain: 900-965-224
Chile: 800-835-016
Costa Rica: 800-052-1715
Panama: 800-052-0524
Ecuador: 800-5-931-0227
Peru: 0-800-00-642
UK: 800-04-89-203

Transfers of tickets are not permitted.

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@xcaret.com indicating the number of adults and children, date of visit, and the product that you want to buy.

• 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 customerservice@xcaret.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.

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

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.

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.

It is necessary to present the printed coupon.

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 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.

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

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.

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.

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 customerservice@xcaret.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)

Telephone:

• USA/Canada: 1-855-326-0682
• Brazil: 0-800-892-3371
• Argentina: 0-800-122-0384
• Colombia: 01-800-952-0705
• Spain: 900-965-224
• Chile: 800-835-016
• Costa Rica: 800-052-1715
• Panama: 800-052-0524
• Ecuador: 800-5-931-0227
• Peru: 0-800-00636
• UK: 800-04-89-203
• Other countries: 0052-998-883-3143

Xcaret Basic admission is $ 109.99 USD and Xcaret Plus admission ticket is $ 149.99 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.

Xcaret Basic Admission is $ 54.99 USD and Xcaret Plus is $ 74.99 USD

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

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: / Child:
• Basic Admission price: Adult: / Child: .
• Xcaret at Night price: Adult / Child: .

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.

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.

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

Yes, a person in a wheelchair can enter to Xcaret Park, since our facilities are accesisible. We have wheelchairs for rent at $499 MXN or electric carts for $799 MXN. Also, we have single strollers on rent for $399 or doubles for $499, only suitable for children 2 to 8 years of age; is necessary to leave an ID or a deposit as warranty to be refundable at the time of delivery. If you purchased a tour and a guest use a wheelchair, please inform us by calling to our Customer Service numbers, in order to provide you the best service.

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

The park opens Monday to Sunday, including holidays, from 8:30 a.m. to 10:30 p.m.

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.

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

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

If you want to purchase your photos send an email to customerservice@xcaret.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@xcaret.com.

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

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.

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".

The park opens 365 days a year, including holidays, at the following hours: 8:30 a. m. to 6:00 p. m.

Admission to XPLOR All inclusive costs $ 129.99 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.

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

The admission plus transportation from Cancun or Riviera Maya has a price of $ 159.99 USD. TOUR Packages include round transportation from Cancun and Riviera Maya.

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

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

Your Xplor admission includes: Zip lines, rafts, amphibious vehicle circuit, stalactite river swim, Hamacuatizaje and the new activity: Underground Expedition, in addition to the most modern and safe equipment for your fun. Includes unlimited drinks (coffee, hot chocolate, natural smoothies and fresh waters), energy buffet-style food as many times as you like during your visit and use of the locker (for two people).

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

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.

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

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.

Xavage offers two different packages:

Xavage Basic - $ 59.99 USD

Xavage All Inclusive - $ 149.99 USD

Children from 5 to 11 years old get 50% off the adult ticket price (must show an ID to verify their age at the park’s ticket booth). Minimum age allowed is 5 years old.

• Xavage Basic - $ 29.99 USD
• Xavage All Inclusive - $ 74.99 USD

No, you must add it at the time of purchase.

The minimum age for Xavage is 5 years old. You must show an ID to verify child’s age at the park’s ticket booth. They must be accompanied by an adult at all times.

Xavage opens Monday to Saturday from 8:30 a.m. to 5:00 p.m.

Yes, at Xavage children between ages 5 to 11 have a special place for them called Tough Cubs which has slides, bridges, water jets and a wading pool. They can also enjoy the other activities of the park if they meet the requirements of each one.

You will find a restaurant and snack bar, as well as gift shops with additional cost.

Xavage Basic admission includes:

• Kayak
• Ropes Course
• Tough Cubs
• A Snack (a cookie and a smoothie)
• Buffet meal

*Plus, you can do the activities as many times as you want!

Xavage All-Inclusive admission includes:

• Kayak
• Ropes Course
• Tough Cubs
• Jet boat
• Monster Truck
• Zip-line Xavage
• Rafting
• A Snack (a cookie and a smoothie)
• Buffet meal

*Plus, you can do the activities as many times as you want!

ALL ADMISSIONS INCLUDE:

• Safety equipment for all activities
• Restrooms, dressing rooms, showers and lockers
• Other services (WiFi and ATM)
• Free parking

Yes, any type of admission includes the use of lockers.

We advise you to wear Bermuda shorts, T-shirt, swimsuit and water shoes that can be attached to your ankles to avoid losing them. Remember that you can purchase water shoes at our shops in Xavage. We don’t recommend the use of flip-flops or Crocs.

Simply click on www.fotoxavage.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.

Yes, most of the park is accessible for wheelchairs. There are also wheelchairs for rent at the park.

The tour has a cost of $ 129.99 USD with departures from Monday to Saturday. You can also find it combined in packages with other Parks or Tours.

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.

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.

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

Yes, we have restrooms, showers and dressing rooms.

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

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

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 assisted rappelling and admire amazing rock formations. All activities are conducted in cenotes so we recommend wearing water shoes and a life jacket.

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@xcaret.com so we can channel your case to the Food and Beverage team. (Menu subject to change without prior notice)

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

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.

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.

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.

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

The price of the Tours Xichén Clásico is $ 124.99 USD adult and $ 62.49 USD children; the price of the Tour Xichén Deluxe is $ 144.99 USD adult and $ 72.49 USD children, both available Tuesday and Thursday.

Yes, Xcajum has restrooms, showers and changing rooms.

In the Tour Xichén Clásico you will visit the Xcajum cenote where you can swim (mandatory use of life jacket at an additional cost). With Xichén Deluxe, you will visit the Santuario Tsukán cenote near Chichén Itzá.

In Xcajum, time is distributed as follows: 50 minutes to swim in the cenote (mandatory use of life jacket at an additional cost), 40 minutes to eat and 40 minutes to relax and shop if desired.

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

The time will depend on the location of the hotel. The Tours Xichén Clásico and Xichén Deluxe last 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.

This tour is available Tuesday and Thursday and the price is $ 149.99 USD.

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.

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.

The price is shown on the main page of this website. Shopping online through any Grupo Xcaret official sites, you can get 10% off by purchasing 7 days in advance, or get up to 15% off if your purchase is least 21 days in advance. All prices are subject to change without prior notice. This tour is available Tuesday to Saturday.

The guided tour at the archaeological sites lasts 45 minutes each, plus 45 minutes of free time at both of them. After, you will be arriving at Xel-Há Park for having a buffet lunch and stay there until 5:30 p.m. when buses depart back to the hotels.

The time will depend on your hotel location. Tulum - Xel-Há Tour takes approximately 12 hours after leaving the hotel until your return. Returns to hotels start at 6:00 p.m.

This tour is available Tuesday to Sunday 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.

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.

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.

Only admission has a cost of $ 99.99 USD adults and $ 49.99 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.

• A night time cruise on board a Mexican Gondola.
• 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.

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.

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

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

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

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

Yes, we have children's menu.

Yes, we have a gastronomic proposal for vegans.

The duration is 3 hours approximately.

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