FAQS

There are several payment options depending on the currency chosen on our websites. In the case of Mexican Peso (MXN), 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 bank transfers at the branch of your choice, make payments at convenience stores of the most recognized chains by choosing “Checking” as method of purchase or trust in the security that PayPal offers.

Other currencies:

Colón (CRC): Visa, Mastercard and JCB.
American Dollar (USD): Visa, Mastercard, American Express, Diners, Discover, JCB and PayPal.
Australian Dollar (AUD): Visa, Mastercard, American Express, Diners, Discover, JCB and PayPal.
Canadian Dollar (CAD): Visa, Mastercard, American Express, Diners, Discover, JCB and PayPal.
Euro (EUR): Visa, Mastercard, American Express, Diners, Discover, JCB, Carte Bancaire, PayPal, Sofort and iDeal.
Pound Sterling (GBP): Visa, Mastercard, American Express, Diners, Discover, JCB and PayPal.
Sol (PEN): Visa, Mastercard, Diners and JCB.
Argentine Peso (ARS): Visa, Mastercard, Diners and JCB.
Chilean Peso (CRC): Visa, Mastercard, Diners and JCB.
Colombian Peso (COP): Visa, Mastercard, Diners, Discover, JCB.
Uruguayan Peso (UYU): Visa, Mastercard, Diners, Discover, JCB.
Guatemalan Quetzal (GTQ): Visa, Mastercard and Diners.
Ruble (RUB): Visa, Mastercard, Diners, Discover, JCB and PayPal.
Yuán (CNY): Visa, Mastercard, American Express, Diners, Discover, JCB and AliPay.
Yen (JPY): Visa, Mastercard, American Express, Diners, Discover, JCB and PayPal.
Korean Won (KRW): Visa, Mastercard, American Express, Diners, Discover and JCB.

Do you have tourist packages with hotel and flights?

Yes, we have tourist packages that includes Hotel + Flight to stay at Xcaret Hotels. Here, you can enjoy the unique experience of our ALL-FUN INCLUSIVE® program that offers unlimited access to our parks and other services. For more information visit the packages section.

Are there any current promotions?

We have different promotions and deals along the year. If you want to check our current promotions, visit our special offers site.

How many parks can I visit 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 your Customer Service Center, where an agent will help you to put together the package that best suits you.

Do you have discounts for seniors?

Yes, Xcaret offers discounts for seniors 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 Mexican government. You can validate this discount through our contact center or at the ticket office of the park.

Is it true that by purchasing online I get a 10% discount?

When purchasing online admissions for our parks and tours through our websites, you get a 10% discount by booking at least 7 days before the date of your visit. If you purchase 21 days or more in advance, you will have 15% off (this 15% discount does not apply for Xcaret Park).

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

No, interest-free monthly payment options don’t apply at the park’s ticket booths. It’s an option only for purchases made through official websites of Grupo Xcaret and by calling the Customer Service phone numbers. Also, remember it is only valid for credit cards issued in Mexico.

Are there interest-free monthly payments if I am a foreign visitor?

No, at this moment we do not have this interest-free monthly payment option for credit cards issued abroad. This includes American Express cards.

Can I pay with the credit card of another person even though the person does not visit?

Yest, it is possible for you to purchase using a credit card from other person who is not visiting our parks on the same day as you. However, you must present the following documents at the ticket booths:

Purchase coupon
Official I.D. with photograph in original (passport)

In case of adding transportation service in your purchase, please present the documents before boarding the vehicle.

Reservations

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 presented at the parks ticket booths along with an official ID.

Do I have to provide a date of visit with my reservation?

Yes, you must select a specific date of visit. If you have any questions, please check the policies for change of date or cancellation.

What are the schedules to call the Xcaret Customer Service Center?

The schedules to call the Customer Service Center are from Monday to Friday: 7:00 AM to 12:00 AM | Weekends: 7:00 AM to 10:00 PM (local time).

How can I call from abroad?

To call from abroad, choose the country where you are dialing from:

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: +52-998-883-3143

Changes

Can I transfer a ticket to someone else?

No, you can’t transfer a ticket to someone else. They are only valid for the visitor who placed the purchase. However, you can check our policies for change of date or cancellation, if you have any question.

Can I change my date of visit?

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

For Ferry by Xcaret purchases, coupons are non-refundable and are not subject to change of date with the weather guarantee. These tickets are valid for up to 6 months from the date of reservation. Service subject to weather conditions and/or instructions from the port authority.

Cancellations

What is your Cancellation and Refund Policy?

Please, consider the terms of our Cancellation Policy:

Reservations cancelled with more than 2 days in advance before the original booking date are subject to a 10% administrative fee; from 2-0 days or in case of no show, reservations are non-refundable. Any change of date is subject to a price change.
Packages and Xperience Passports cannot be cancelled and will not be refunded.
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 in the cancellation policy.

Refund Policy:

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.

About transportation service

If I chose transportation to the parks, at what time will you pick me up and where should I wait?

When purchasing online your Admission with transportation to the parks, a list of hotels with available pickup will be displayed. The exact time will be confirmed upon purchase.

It is essential to show 15 minutes before your scheduled pickup. It is important to confirm your transportation service with at least 48 hours in advance.

The vehicle 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 Grupo Xcaret. The transfer may be by van or luxury bus, depending on the operation.

My hotel is not available for pickup, although I chose transportation to the parks. What should I do?

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.

Cancún	Playa del Carmen
Marina Puerto Cancun Shopping Mall Kukulcán Blvd, Km 1.5, Cancun Hotel Zone. Zipcode 77500. Cancun, Quintana Roo. Show Map	Old Navy - Paseo del Carmen Shopping Mall 5th Ave 10. Col. Centro, Playa del Carmen. Show Map
Base Xcaret (Oficinas Base Caracol) Kukulkán Blvd, Km 9.5, Cancun Hotel Zone. Show Map	Plaza Antigua 10 Ave South 10, Playacar, Playa del Carmen Show Map
	Plaza las Perlas Constituyentes Ave. LB, Gonzalo Guerrero, Playa del Carmen Show Map
	Bodeguita de Enmedio 5th Avenue and 34 St. North, Playa del Carmen Show Map

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: +52-998-883-3143