Cancun Tours Unlimited


This section is intended to give you an answer to the most frequently asked questions from our visitors staying in Cancun or the Riviera Maya. Cancun Tours Unlimited hopes you find it useful. Remember, if you still have any questions, we warmly welcome you to call our numbers listed here on our website, and our staff will be more than happy to help you!

About our service

• What are the advantages of touring with Cancun Tours Unlimited?

We provide only the highest quality guided tours and transportation to ALL the Archaeological sites, theme parks and attractions in the area. We focus on small group tours to avoid the crowds and ensure an exceptional experience. We have more than 25 years operating tours in Cancun and the Riviera Maya. We know the area extremely well, and most importantly we understand our clientele. "WE'RE A LEADER IN CUSTOMER SATISFACTION BECAUSE WE FOCUS ON YOUR NEEDS."

• What is a "Private Tour"?

You can book any of our tours or services listed on our website and choose between a "Private tour" or a "Shared Tour."

A "private tour" is a tour provided exclusively to you and your party; this means we will not offer this service to anyone else and a vehicle that fits the number of participants will be assigned to you only. Private tours usually cost more money than a "Shared tour" depending on the number of participants. A private tour can be offered to groups starting from 2 or more people. In this option, you have the freedom to request when to be picked up, what time you want to be back and even add additional stops if necessary.

• What is a "Shared Tour"?

When booking any of our tours or services in the option of a "Shared tour," you join a group and pick up other passengers going your way. Our vehicles fit comfortably 8, 14 or 20 passengers, so typically that becomes the size of your group. We promote only small group tours to ensure only the highest quality and a personalized experience to all our clients.

• How will I find my guide or driver?

Your driver or guide will be at your front lobby waiting for you at the time scheduled; he will have a "work order"with your name and information regarding your booking. Drivers and guides often pronounce the guests name out loud so they can find you easier. For more details about this matter; attached to your confirmation email you will receive specific instructions regarding the provider of your service.

• What if my resort or hotel doesn't allow front lobby pick-up?

There are a few resorts with strict policies that limit the access to competing tour operators into their property. This generally happens with resorts or hotels that offer similar tours and expect their guests to book through them instead. When that becomes the case, we will notify you beforehand arranging a different meeting point outside your hotel/resort. Usually, such resorts/hotels offer an established "meeting point" right outside their front gate. We will confirm the meeting point during the reservation process.

• What should I do if I don't see my driver or guide?

Please allow a 10-15 minute pickup window before calling any of our phone numbers listed on our website to know the status of your transportation. When car accidents occur or something similar, our staff will contact the local logistics department and notify them of the occurrence. The local logistics department will then immediately contact you to inform you and schedule a new pick-up time depending on the gravity of the situation. If you have not been notified, and we haven't been able to reach you, please give us a call at 1(866) 252-0896.

• How do I know what time I will be picked up?

Our local logistics department will contact you via email or telephone to notify your pick-up time one day before your tour date.

• Why is my room number required for my pick-up?

Due to hotels and resorts policies, tour operators are only permitted on their property with prior reservation. As we enter for your pick-up, security staff will ask for guests information such as name and room number thus ensuring that we have been contracted previously. This measure is established to avoid soliciting from outside companies within the property and to protect your privacy during your stay.

• Why is my pick-up scheduled so early?

Through experience, we have learned that all archaeological sites can be enjoyed more when visiting early in the morning before the hottest times of the day and before all the big crowds of people from the cruise ships have arrived. If you are not satisfied with the arranged pick-up time, we offer you the option of booking a "Private Tour" so you can customize your trip and choose when you want to be picked up.

• How far are the archaeological sites from the Hotel Area?

The main sites like Tulum, Chichen Itza or Coba are only 1 hour and 30 minutes to 2 and ½ hours southwest of the Cancun hotel district. If you are staying near to Playa del Carmen or Riviera Maya; these sites are 45 minutes to 1 and 1/2 hours away. The roads are wide and well maintained, and usually, there isn't much traffic.

• How far are the Theme Parks?

Most theme parks are located within or near the City of Playa del Carmen. If you are staying in the Riviera Maya, then usually you are 10-30 minutes away. If you are staying in the Cancun hotel district, then you are possibly 45mins-1hr away.

• What if the tour that I am interested in is not listed?

As part of our services, we offer custom private tours that can be arranged in advance. Depending on your interests and needs, we can arrange an affordable package that includes ground transportation in air-conditioned vans, professional guide, entrance fees and refreshments. If you prefer, we can work on a personalized itinerary, including visits to other attractions in the surrounding areas and have everything set before your arrival. All you have to do is fill in our contact form with your request or call at 1(866) 252-0896 and provide detailed information about your group regarding the number of participants, a hotel where you will be staying, date of the tour, etc.

• Help! I left something in the vehicle. What do I do?

If you lose or leave behind an item while using our service, we recommend calling immediately at 1(866) 252-0896.
Please note that you will only be contacted by our team if the item in question is found. We are not responsible for lost or damaged belongings. Review our terms of service.

• What should I bring to my tour?

Comfortable walking shoes are essential, bring a bottle of purified water or buy it in the service area, you'll need it.
Bringing bug spray would be wise, make sure your camera is ready with enough film and batteries you might not get them at the site.

• Are there any restrictions to take photos in the archaeological sites?

You can take as many photos as you wish; the limitation is the use of tripods which are not allowed unless you pay a special fee to the archaeological site. This is considered a "tax fee" for the production of professional photography, the price is determined at the location by INAH officials.
There is also a fee for the use of video cameras such as GoPro´s and Handycams; it is $55.00 pesos or $4 USD approximately, and you must pay at the site before entering. You'll get a receipt that will be checked upon your entrance or may be required once you are inside as well.
Note: Visitors may still record using phone devices without paying the fee.

• Are there restrictions to take photos at the theme parks?

Most theme parks allow the use of cameras to take pictures in most areas once inside. However, the use of cameras may be restricted for your security and others when participating in some attractions or activities.
For your convenience, these parks have installed automatic cameras or even photographers in strategic areas that provide spectacular pictures of your party during the event, and they may be obtained at the park.

• Is it possible to move around with a wheelchair or stroller in the sites?

Most sites are wheelchair and stroller accessible. Usually, once you've entered the site, it's possible to get to the first complex without any significant difficulties. However, the sites that are still covered by the jungle have rocks and roots making it difficult to walk on the way. We recommend calling us at 1(866) 252-0896 in order find out these details on the sites your are interested.

• Can we climb the buildings in the sites?

Crowds climbing the temples represent a high risk of accidents and cause a lot of damage. Please note that most of the temples in the Mayan area are at least 1500 years old. All the temples and buildings have ropes on the steps indicating how far you can go. There are only a few structures available for climbing in the area such as Uxmal, Coba, Ek Balam, which have the most spectacular view. Please note that archaeological sites and national parks in Mexico, are Federal properties. Cancun Tours Unlimited and its administration DO NOT assume any responsibilities for any accidents that might occur during your visit. Also, note that doing damage to any of the structures is considered a Federal felony.

• What are the operation hours in all archaeological sites?

The archaeological sites open daily from 8:00 AM to 5:00 PM

• Are the archaeological sites protected?

All locations in the Mayan area are protected areas; please avoid smoking during the walking tour. It isn't permitted to enter the site with food or alcoholic beverages. There aren't trash cans in the ceremonial center; please use the ones at the service area. Help us keep it clean!.
Remember that doing damage to any of the structures is considered a Federal felony.

• What is the weather like in Cancun and the Riviera Maya?

The climate varies considerably, depending on the time of year. As opposed to summer and winter, the weather in Cancun & Riviera Maya is addressed as either the rainy season (May-October) or the dry season (November-April).The hottest months of the year are April and May with temperatures exceeding 100 degrees Fahrenheit.

• Is it safe to drink the water from the faucet?

We do not recommend drinking tap water. Our primary water source are the underground rivers (known as cenotes) and currently the state does not filter or purify such water when it`s distributed. Our tap water is generally very hard with high mineral levels. However, most hotels 4stars and up, have implemented a water purifying system to their property, and it may be possible to drink the water right out of the faucet. We recommend first to consult this at the hotel, otherwise only drink bottled water.

• Is it safe for travelers to visit Cancun and the Riviera Maya?

Millions of travelers safely visit Mexico each year for study, tourism, and business, including more than 150,000 who cross the northern border every day. The Mexican government dedicates substantial resources to protect visitors to major tourist destinations. Resort areas and tourist destinations in Mexico generally do not see the levels of drug-related violence and crime that are reported in the border region or areas along major trafficking routes. Also, Cancun has been the #1 tourist destination in Latin America since 2005 consequently keeping Cancun as Mexico´s top priority and concern for safety.

• Are there places to buy souvenirs?

Although there are fancy shops around your hotel, you'll see that local people are now active in the tourism industry and have set a small commercial area at every site you visit where you'll find souvenirs with prices significantly lower than at the hotel zone, and can get lower depending on your ability to negotiate. Observe that credit cards and travel checks are not accepted, only cash (US Dollars and Pesos).

• What to do in case of food poisoning?

Most of the hotel lobby’s have a doctor’s office and a pharmacy. Prices are very high, and most insurance companies coverage do not apply in Mexico. Normally minor medical fees are complimentary but medication is not. So we recommend bringing sufficient basic medication from home.

• What can you do to maintain proper attention by the waiters at restaurants?

It is very common that waiters offer poor service and attention to clients that do not consume alcoholic beverages since in most restaurants here in the Riviera Maya and Cancun area, they receive commissions for their sales. For that reason it is best not to mention that you will not be consuming alcohol, instead keep their interest on you simply by telling them that further on you'll consider it an option.

• How do I book a tour?

First select the tour(s) you are interested in booking and click on "Book now". Then choose the Date and add the number of participants that will join you on your tour. Next, provide your information such as name, email and the hotel where you will stay. And finally, you will be directed to a page where you will be required to type-in your payment information.
Once payment has been submitted, a "confirmation email" will be sent immediately to your email address. If you have not received a confirmation email, please give us a call at 1(866) 252-0896.

• How far in advance should I book?

We always recommend booking as soon as possible to ensure availability for any tour or theme park you are interested. Theme parks have a limited capacity and for that reason, we are required to confirm your visit 72 hours in advance. To ensure always the best deals on tours we recommend booking at least one week in advance.

• Why do I need to prepay when I make a reservation?

Our tours and Theme parks have a limited capacity; to ensure your spot and also to confirm your booking we require full payment.
After a long trip, it’s one less thing to worry about, which is why prepayment has become the norm for the travel industry.
Also, prepayment allows us to boost the efficiency of our service.

• What payment methods do you accept?

PayPal and all major credit cards are accepted.

• Can I pay in cash the day of my tour?

Pre-payment is required for your booking, we cannot confirm your booking with out the completion of payment. We do not accept cash payments.

• How can I cancel my booking?

You can cancel your tour by simply calling at 1(866) 252-0896 and a representative will assist though the process.

• Do I get a full refund If I cancel my booking?

Archeological sites:

Due to the LIMITED CAPACITY of passenger availability for small group tours or private tours, a cancellation fee of 20% is charged when canceling once reservations and payment have been made and confirmed.

• If you cancel at least 7 day(s) in advance of the scheduled departure, there is 30% cancellation fee. If you cancel between 3 and 6 day(s) in advance of the scheduled departure, there is a 50 percent cancellation fee. If you cancel within 2 day(s) of the scheduled departure, there is a 100 percent cancellation fee.

• 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.

Theme Parks and attractions:

All reservation of tours involving theme & attraction parks are non-refundable due to the parks cancelation and refund policy if canceled. Only change of dates can be offered up to a maximum of 180 days after the original scheduled tour date. Rescheduling prior to the tour date must be done maximum 7 days before the actual tour date and is subject to availability and capacity on behalf of the parks.