FAQ's

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ABOUT CENOTES

What are the cenotes?

The cenotes are water deposits of great depth, filled with the filtration of water from underground rivers and streams. Cenote or Dz’onot is a Mayan word that means “cave with water”.

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PRICES, TICKETS AND PAYMENT METHODS

What is the price of the tour?

The price of the tour is $ 11900 USD, with departures from Monday to Saturday. You can also find it combined in packages with other parks or tours.

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What is included with the tour?

The tour includes:

  • Round trip transportation from your hotel.
  • Specialized bilingual guide during the tour.
  • Visit to four different types of cenotes.
  • Activities such as assisted rappelling, zip-lining, snorkeling, kayaking and the use of inner tubes.
  • Bottled water, coffee, chocolate, Mexican sweet bread and seasonal fruits after the first cenote.
  • Glam Picnic at lunchtime between activities: vegetable soup, premium quality cold cuts and cheese bar, variety of artisan bread, dressings, salads and drinks (fruit flavored water, wine and beer).
  • Equipment: life vest, snorkeling gear, rappel equipment, kayak and inner tubes.

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What is the minimum age to take part in the tour?

The activities at Xenotes Oasis Maya are suitable for children over 6 years old (must show an ID to the tour operator). NOTE: for zip-lining a minimum height of 4.5 ft. and a minimum weight of 88 lbs. are required. Children from 6 to 11 years of age get 50% off the adult ticket price (must show official ID to verify their age).

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How can I buy my ticket?

You can buy your ticket at www.xenotes.com.mx or by calling our Customer Service:

  • Cancun: 998-883-3143
  • Playa del Carmen: 984-206-0038
  • USA/Canada: 1-855-326-2696
  • Brazil: 0-800-892-3371
  • Argentina: 0800-122-0384
  • Venezuela: 0-800-162-7384
  • Colombia: 01-800-952-0705
  • Spain: 900-965-224

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CHANGES AND CANCELLATIONS

Can I change my booking date?

Yes, by calling our Customer Service or by emailing customerservice@experienciasxcaret.com.mx The tours have a maximum number of passengers, so dates are subject to availability. Any change in the booking date can generate a price adjustment.

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Can I cancel my visit?

Reservations cancelled 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.

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Can I change my Xenotes Oasis Maya Tour for another Experiencias Xcaret tour or park admission?

Our tours and park admissions are NOT exchangeable for other products. Your ticket is valid for one year from the date of purchase.

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Can I transfer my ticket to another person?

At Experiencias Xcaret the tickets for any of our attractions are NON-TRANSFERABLE.

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CLOTHING AND ACCESSORIES

What kind of clothes and shoes do you recommend?

TWe recommend bringing a swimsuit, beachwear, water shoes and a change of clothes. The tour includes two towels for your usage.

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Are there lockers available?

During the visit to four different types of cenotes, your belongings will be kept inside the minibus used for transfers.

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Are there restrooms where I can change my clothes?

Yes there are. You can use the restrooms, showers and dressing rooms.

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Does the ticket include snorkeling gear or should I bring my own?

The use of snorkeling gear is included in your tour.

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TOUR SCHEDULES AND LOGISTICS

What is the tour schedule and how long does it last?

Xenotes Oasis Maya Tour is available from Monday to Saturday and lasts nine hours approximately, including transfers.

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At what time will you pick me up and where should I wait?

When purchasing your Admission with Transportation online, a list of hotels with available pick up will be displayed. The exact time will be confirmed upon purchase. It is essential to show 15 minutes before your scheduled pick up. It is important to confirm your transportation service with at least 48 hours in advance. The transportation 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 Experiencias Xcaret. The transfer may be by van or luxury bus depending on the operation.

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If my hotel is not available for pick up, what should I do?

In case the hotel you are staying at is not in the list you can call Customer Service or send an email to customerservice@experienciasxcaret.com and our agents will help you with all the information for your pick up 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.

    Phone number:
  • Cancun: 998-883-3143
  • Playa del Carmen: 984-206-0038
  • USA/Canada: 1-855-332-2130
  • Brazil: 0-800-892-3371
  • Argentina: 0800-122-0384
  • Venezuela: 0-800-162-7384
  • Colombia: 01-800-952-0705
  • Spain: 900-965-224
  • Chile: 0-800-835-016

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At what time will I be back at the hotel?

The time will depend on your hotel location. The tour lasts approximately nine hours. We will return around 6:00 p.m.

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How long does it take from my hotel to the cenotes?

Transfer time depends on the location of your hotel. The cenotes are near Puerto Morelos, 20 minutes from Cancun and 30 minutes from Playa del Carmen.

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ABOUT XENOTES OASIS MAYA TOUR

How many cenotes do we visit?

During Xenotes Oasis Maya Tour you will visit four different types of cenotes: open, semi open, cavern and ancient cenote.

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How much time do the activities in every cenote last?

We spend approximately 45 minutes in each cenote, and the transfers are by minibus.

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What are the activities in each cenote?

Open Cenote: This is where you can enjoy the kayak activity.
Semi Open Cenote: Here you can snorkel while admiring underwater gardens.
Ancient Cenote: In the ancient cenote you can fly over the water on fun zip-lines.
Closed or Cavern Cenote: In this cenote you descend by assisted rappel.

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Will we use life jackets?

Yes, the use of life jackets is required for all water activities.

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What does the meal include?

Xenotes Oasis Maya tour includes a Glam Picnic: vegetable soup, premium quality cold cuts and cheese bar, variety of artisan bread, dressings, salads and drinks (fruit flavored water, wine and beer). Bottled water, coffee, chocolate, Mexican sweet bread and seasonal fruits after the first cenote are also included.
If you are allergic to any ingredient, please let us know by emailing customerservice@experienciasxcaret.com.mx so we can send the special notification to our Food and Beverage Team.

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If I have special health needs, whom can I notify?

In case of special health requirements, you can email our Customer Service at customerservice@experienciasxcaret.com.mx or call:

  • Cancun: 998-883-3143
  • Playa del Carmen: 984-206-0038
  • USA/Canada: 1-855-326-2696
  • Brazil: 0-800-892-3371
  • Argentina: 0800-122-0384
  • Venezuela: 0-800-162-7384
  • Colombia: 01-800-952-0705
  • Spain: 900-965-224

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Why book with us?

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