Frequently Asked Questions
Below you will find our most frequently asked questions.
Due to the fast changing circumstances of the novel Coronavirus (COVID-19) situation our policies are updated frequently and are subject to change.
Rest assured, we have thoroughly worked on our COVID-19 Action Plan, so your mind is at peace when you are back.
Visit our site, dedicated to the latest COVID-19 Updates.
COVID-19 Travel Updates
Still have questions?
What time we will be picked up at our hotel?
All stated pickup times are recommendations. We like to be the first at the sites, so our guests can have an unique experience with only a few, in the best case no other visitors. Depending on your hotels/condos location and your first destination we will pick you up between 05:00 a.m. and 08:00 a.m.
Let us send you a free sample itinerary and we will let you know what time we actually recommend to start your exclusive private Tour. If you want us to pick you up at a different time, just let us know.
What else should I bring and wear on the tour?
It's recommended to wear swimming clothes under light and comfortable clothing.
We recommend to bring the following items:
towel (your hotel will provide these) - should you stay at an Airbnb these Microfiber towels are awesome
sandals or flip-flops for the cenotes
sunglasses and a hat
change of clothes
comfortable walking shoes for ruins
biodegradable sunscreen and/or repellent
some money for, extra beverages during lunch, souvenirs and tips
Which Sunscreen can I use?
We highly recommend the use of rashguards rather than sunscreen. Sunscreen is a threat to our environment because of its ingredients. Parks like Xcaret, Xel-ha only allow "biodegradable" lotions, but be careful just because a product states it is biodegradable, it does not mean it is good for the coral reef. The main components of most sunscreens are zinc oxide and titanium dioxide—ingredients that will never biodegrade and have the potential to harm corals and sea life. Some also contain mineral oil (petroleum) which has a low solubility rate in water, is slow to biodegrade and is known to be harmful or fatal to some aquatic life and birds.
When considering buying sunscreen, please listen to our podcast "Sunscreen and Coral Reefs" It will help you to understand the importance of the right sunscreen.
If you are in a hurry, we have you covered. We took a closer look at
the best-rated sunscreens marketed specifically for use on babies and
kids. The highest rated sunscreen for babies is Babo Botanicals Baby
Lotion, Kids, SPF 50
For adults we recommend a combination of a rashguard and
Please do NOT put sunscreen on directly before you go into the water.
Do I have to snorkel?
Some people just don't want to snorkel and there is no problem at all. There are always places with shade where you can relax while the rest of the group is in the water.
What if I never snorkeled before or had a bad experience?
It will be a pleasure for us to introduce you to this amazing activity. Your personal tour guide will take time to explain to you the technique of snorkeling and will practice with you until you feel comfortable. We will never rush you into the water or pressure you. Take this as an opportunity to learn about a new activity which easily can become a passion.
Do I have to bring my own snorkel equipment?
Feel free to bring your own equipment, but it is not necessary since we provide you clean and professional snorkel equipment.
What if it is raining the morning of the tour?
Please be aware, weather here is very local and if it is raining at your hotel chances are really high the sun is shining where we are heading to. Do not assume a tour service is cancelled by rain, only the operator can determine if a tour should be canceled or rescheduled due to the weather conditions. In that case we will contact you the afternoon before your tour.
For more information read our blog post about the Caribbean Weather.
Don't forget, you are in Paradise! The only limitation that might occur is a closed beach or port, because of safety reasons.
If your tour is cancelled by the tour operator for any reason including weather condition you’ll receive a full refund or be able to reschedule your tour with no penalty.
What is the pricing of a tour?
The price depends on the number of guests and how many locations/activities you are planning to see. Please have a look at each individual sample tour to get an idea. Do not hesitate to send us a request and we will send you a free and personalized itinerary with prices.
All tours and airport shuttle services require payment of at least 20% at time of booking and needs to be paid in full at the beginning of your tour. If the tour depart as scheduled it is considered a complete service. If you are NOT on time you will be considered as no-show and therefore you will be charged, in that case, you will lose your payment made. Prices for all tours cost depending of negotiable and agreed rates given by the sales person or tour operator upon inquiring and negotiating over the telephone or E-mail
What does the price include?
Fun and a quality service with a customized tour experience that stands out from large tour operators! An experienced private tour guide, clean transportation (fully insured vehicle), a/c and safe driving as well. Fuel, parking, all entrance fees, licensed driver, snacks and beverages are included.
You might need some money for souvenirs, drinks during lunch and tips.
What are the terms of payment?
During your check-out process you will have the choice to pay a deposit of USD 100.00 per person + booking fee, or the total amount + booking fee by credit card. By default the payment process is set to charge the deposit only. Should you prefer to pay the total amount by credit card right away, please uncheck the box “Reservation Information” before you click on “Complete your booking”.
WE DO NOT ACCEPT CREDIT CARDS DURING THE TOUR! Should you decide to pay the deposit only, the payment for the outstanding balance of your tour is due in CASH at the morning upon your pickup. We accept USD, EUR, preferably Mexican Pesos MXN.
Please have the balance due ready in an envelope at the beginning of your tour.
How can I pay the deposit?
If you would like to go ahead with your booking please pay the deposit due. Use the "Book now" button to the check-out process next to each tour itinerary.
You will have the choice to pay the deposit of USD 100.00 per person + booking fee, or the total amount + booking fee with your credit card. By default the payment process is set to charge the deposit only. Should you prefer to pay the total amount by credit card now, please uncheck the box “Reservation Information” before you click on “Complete your booking”.
What is the cancellation policy?
We're happy to assist our guests with their cancellation and a full refund or credit with 24 hours notice of cancellation and NO CANCELLATION FEES. Guests will also receive a full refund or credit in case of operator cancellation due to weather or other unforeseen circumstances. All cancellations must be done by email and receipt therefore acknowledged by Kay Tours Mexico to be a valid cancellation. No-shows will be charged the full price.
Please note, our cancellation policy for big groups (10+ guests) is 48 hours since there are higher costs involved and the percentage of NO SHOWS (people not showing up) is higher than average. We offer a 100% refund for cancellations made up to 48 hours prior tour begins. Payments are not refundable within the 48 hours prior tour start.
Is it safe?
Yes it is! Bookings and payments with us are secured with 2048-bit encryption and your privacy is protected. Kay Tours Mexico is committed to protecting your privacy. Kay Tours Mexico does not sell, rent or lease its clients lists to third parties.
This part of Mexico is special! It's not that type of Mexico you see in the news. All the places we go are safe. Your driver and your personal tour guide are familiar with this area. The van will be locked and the driver stays at the van. Whenever we leave it and whatever you leave behind is safe in the car. It's common sense not to bring your most valuable necklace.
Why do we need your room number and a phone number?
We need your room number stated in our service order, as a proof that you contracted us and in order to be able to pick you up at your hotel's lobby.
Your phone number is needed to get a hold of you in case we have to re-schedule, cancel or let you know about any changes. It makes our communication easier if we can call you or chat with you.
Feel free add us and to chat with us whenever you have a question.
What if I have allergies or special needs?
We, as your private tour guides are responsible for you. Please let us know in advance in case you have any condition, history of heart diseases, asthma, allergies, pregnancy, etc. Please send us the completed Medical Form, so we know what to do in case something happens. This is very helpful information for us in order to ensure we will have a great and safe day.
Should you be allergic or not eat certain type of food or ingredients, please inform us in your reservation, so we can take care of this and find alternatives for you.
What is the weight limit of the zip-lines?
The weight limit is 275 lbs or 125 kg.
How can I contact Kay Tours Mexico?
In the best case you write us an email: We are checking our emails constantly, but should you not receive an answer within 12 hours please re-send your mail.
Feel free to call us at +52 9841 4323 47
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Still have questions?