CANCELLATION POLICY
Xcaret Group
Reservations, changes and cancellations
- If I purchase online, when do I receive my tickets?
At the moment you purchase online and you click on pay, you will receive an email with the confirmation and after we send you a scanned ticket authorized by Xcaret Group . This means that your purchase was completed. This coupon must be shown at the park’s ticket booths or with the staff when you board the transportation. and 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 Reservation Center of Turismo Channel?
The schedules to call the reservation center are from Monday to Saturday: 08:30 AM to 09:30 PM (local time).
- 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.
- Can I make a reservation payment without a card?
Yes, you can make a payment without a card. If you don’t have a credit card, you can visit our Payment Methods, or call us and an agent will provide the instructions to make your purchase via bank deposit. You can also send an email to info@turismochannel.net indicating the number of adults and children, date of visit, and the product that you want to buy.
- What is your Cancellation and Refund Policy?
Please, consider the terms of our Cancellation Policy:
- Reservations canceled 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 #2, #3 and more parks cannot be canceled and will not be refunded.
- For cancellation you must send an email to info@turismochannel.net 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.
- 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.
Tours Compartidos
Cancellation Policy
- Reservations canceled more than 8 days in advance before the booking date are subject to a 15% administrative fee.
- From 8-1 days is subject to a 30% administrative fee reservations.
- In case of no show there is no refund.
- Packages with more than 2 activities of “Grupo Xcaret” cannot be canceled and will not be refunded.
For cancellation you must send an email to info@turismochannel.net 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.
- Medical reason to cancel the reservation: you must send an email to info@turismochannel.net with the proof (prescription) to receive a 70% refund or change the booking date, not exceeding 1 year.
COVID-19
- If your travel plans have been impacted by COVID-19, you might be eligible for a 80% refund, you must send an email to info@turismochannel.net with the Positive PCR test (only applies for travelers not relatives).
Date change
- You can change your date of visit twice, to another one within the period of one year from the date of purchase of the reservation.
Refund Policy
- Cancellations will be reimbursed based on the payment method, cash or Bank transfer. Once you reserve and pay, you will not be able to change entrances, activities and/or tours specials
PRIVATE EXCURSIONS
Cancellation Policy
- Reservations canceled more than 8 days in advance before the booking date are subject to a 15% administrative fee.
- From 8-1 days is subject to a 30% administrative fee reservations.
- In case of no show there is no refund.
For cancellation you must send an email to info@turismochannel.net 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.
- Medical reason to cancel the reservation: you must send an email to info@turismochannel.net with the proof (prescription) to receive a 70% refund or change the booking date, not exceeding 1 year.
COVID-19
- If your travel plans have been impacted by COVID-19, you might be eligible for a 80% refund, you must send an email to info@turismochannel.net with the Positive PCR test (only applies for travelers not relatives).
Date change
- You can change your date of visit twice, to another one within the period of one year from the date of purchase of the reservation.
Refund Policy
- Cancellations will be reimbursed based on the payment method, cash or Bank transfer. Once you reserve and pay, you will not be able to change entrances, activities and/or tours specials
TRANSPORTATION
- About Reservations
Reservations for transportation to and from the airport are valid only for the time and date specified. TURISMOCHANNEL SAS DE CV is not responsible for unused reservation or costs incurred as a result of customer error. When changing the pickup or drop off location of a reservation, rates are subject to change and additional charges may apply. For TURISMOCHANNEL SAS DE CV. to the Airport (where offered). Reservations are required for transportation service to and from the airport. For reservations to the airport, the Operator guarantees the customer will arrive at the airport in time to make his or her flight when booking based on the pre-set times recommended by the company’s reservation system. If a customer selects pickup times outside those recommended automatically during the reservation process, they do so at their own risk (AOR) and are no longer eligible for a refund of the fare for time delays outside of the 15-minute window pickup, or for reimbursement of any resulting costs. The Operator vehicle should arrive within the 15-minute window selected at the time of booking. It is the customer’s responsibility to be ready and waiting to depart outside of the pickup location at the beginning of the 15-minute window and remain for the full designated 15-minute pickup window. Failure to do so may inhibit the Operator’s ability to provide service and may result in possible forfeiture of fare. For all services offered, the customer must include the “Day of Travel” phone number in the event the Operator calls for assistance during the pickup process. Operators are not required to call this phone number in advance of the pickup, however. Failure to provide a contact number for the day of travel may prevent our ability to provide service and result in possible forfeiture of fare. Advance reservations do not guarantee that a vehicle will be waiting for the customer at the curb at time of arrival. Please note that if you book a reservation from the airport, this does not mean a vehicle will be waiting for you when you arrive. Due to security considerations, most airports do not allow Operators to have vehicles lined up at the curb. However, Operators have vehicles waiting close by in a “holding lot” near the airport, just minutes away. Reservation Abandonment Reservation abandonment occurs when the Operator cannot find the customer at the designated pick-up location and cannot reach the customer for further instruction using the “Day of Travel” contact number provided within a short, reasonable time period, so as not to jeopardize pick-up of other shared-ride passengers.
- Rates
Tolls, taxes and other fees may be not included in the calculated cost of the ride and customers may be responsible for additional charges. Private Airport Transfers. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Exclusive, Non-Stop Airport Transfers. These reservations include vehicle service to or from the airport. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Extra stops are not available for this service.
- Cancellations
Turismo Channel Cancellation Policy. Customers can cancel a reservation at any time up to 72 hours before the scheduled pickup for a full fare refund using the website and mobile websites. For reservations made via phone, the booking fee is non-refundable. Cancellations can also be made by calling +52 (984) 873-3860. Turismo Channel will not provide a refund if the reservation is canceled or changed less than 72 hours prior to pick-up time, or in the event of reservation abandonment. This includes bookings made within two hours of pickup time. Flight Cancellations and Delays Due to Airlines. Failure to contact Turismo Channel with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of fare. Reservations impacted by airline delays and cancellations may qualify for refund when a replacement reservation is made.
SHARING TOURS
Cancellation Policy
- Reservations canceled more than 8 days in advance before the booking date are subject to a 15% administrative fee.
- From 8-1 days is subject to a 30% administrative fee reservations.
- In case of no show there is no refund.
- Packages with more than 2 activities of “Grupo Xcaret” cannot be canceled and will not be refunded.
For cancellation you must send an email to info@turismochannel.net 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.
- Medical reason to cancel the reservation: you must send an email to info@turismochannel.net with the proof (prescription) to receive a 70% refund or change the booking date, not exceeding 1 year.
COVID-19
- If your travel plans have been impacted by COVID-19, you might be eligible for a 80% refund, you must send an email to info@turismochannel.net with the Positive PCR test (only applies for travelers not relatives).
Date change
- You can change your date of visit twice, to another one within the period of one year from the date of purchase of the reservation.
Refund Policy
- Cancellations will be reimbursed based on the payment method, cash or Bank transfer. Once you reserve and pay, you will not be able to change entrances, activities and/or tours specials
HOTELS
To complete a reservation for a hotel, we let you know the policies for cancellation. We recommend you get in contact with our Support Team by sending an email to: info@turismochannel.net or calling us to +52 984 873 3860 if you have questions about reservation.
CAR RENTAL
- Reservations cancelled more than 5 days in advance before the booking date are subject to a 30% administrative fee.
- From 5-1 days is subject to a 50% administrative fee.
- In case of no show the day of the pick up there is no refund.
- For cancellation you must send an email to info@turismochannel.net 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.
Medical reason to cancel the reservation: you must send an email to info@turismochannel.net with the proof (prescription) to receive a 70% refund or change the booking date, not exceeding 1 year.
