Contact Xcaret Tours
A question about a tour listed here, a correction, or a request to be considered? Write to us and a person will read it.
How to reach us
Email hello@xcarettours.com. We answer in English, usually within two working days.
We are a booking guide, not a tour operator, so we cannot change, cancel or refund a booking. That goes to the operator through the site you booked on, whose contact details are on your confirmation. If you cannot find them, write to us and we will point you to the right place.
If your pickup never came, or your day was cancelled
A refund or a new date is the operator's to give. Your confirmation email carries their contact and your booking reference, which is the fastest route. Most tours listed here refund in full if you cancel at least 24 hours ahead; the cenote day does not refund at all.
Pickup is the single most common failure travellers describe: a time never confirmed the night before, a name missing from the coach list, or a meeting point that names an office which has moved. If it happened to you, give the operator the date, the stop and the time you were told, in writing, on the same day.
Corrections
If a fact here is wrong or out of date, tell us what and where. Opening hours change, closures come and go, and the fastest fix is usually a reader who has just been. Every page carries the date it was last checked.
Operators
If you run tours to Xcaret and want a listing considered, send the product page. Placement is not for sale; how tours are chosen is set out in our affiliate disclosure.
Where the official information is
The park
Xcaret Park, Carretera Chetumal–Puerto Juárez km 282 Int. B, Colonia Rancho Xcaret, Playa del Carmen 77580, Quintana Roo, Mexico. Telephone 998-883-3143. There is one gate, and every ticket and every tour uses it.
Grupo Xcaret
The operator publishes the park hours, the admission types, the underground-rivers page with the snorkel rental and its deposits, and its own company history. It publishes no price for any admission.
The festival
The Festival of Life and Death Traditions has its own official site, which is where the dates, the guest state and the concert are announced.
The operators
Each one answers for its own fares, pickup times and meeting points. Book and ask on the operator's own page, which is what every booking link here goes to.
Most questions are already answered in the FAQs. To compare tours, start with Xcaret Tours.