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.

 

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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)

• 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

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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. 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.

 

Please do not put sunscreen on directly before we go into the water.

 

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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.

 

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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.

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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.

 

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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

 

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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?

Every quotation is valid for 14 days after which time it will automatically expire. If you would like to go ahead with booking please pay the deposit due by one of the below means.

 

20% - If more than four weeks prior tour date.

30% - If less than four weeks prior tour date.

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Please do NOT transfer more than 30% since PayPal is charging fees for their service. Should you decide to send more money we will apply the PayPal transaction fees (5% + USD 1.00).

 

The payment for the outstanding balance of your exclusive, private tour is due in cash at the morning upon your pickup. We accept USD, preferably Mexican Pesos MXN.

Please have the due amount ready in an envelope at the beginning of your tour.

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Do I have to pay a deposit?

Yes! To make a deposit paid by credit/debit card or your PayPal is necessary. Payment of your deposit means you accept our Terms and Conditions, but does not constitute our acceptance of your offer. Your deposit will be refunded in full if your offer is refused. As soon as we have received your deposit we will make all the arrangements for your exclusive, private tour and once your booking is processed we will send you a final confirmation and further details so you can look forward to your day with us.

 

Please state in the comment section during the payment process the following:

• name of the hotel you are going to stay

• how many people are planning to go

• preferred tour date

• tour itinerary

 

How can I pay the deposit?

To pay your deposit by credit/debit card or your PayPal account click on this link: Pay deposit now

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What is the cancellation policy?

To ensure client satisfaction we prepare your tour several days in advance, making arrangements with subcontractors. Therefore, the following cancellation and notification procedures are mandatory:

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• Please let us know as early as possible in case of any changes or especially cancellations.

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

• Cancellations received within 7 days of tour commencement are nonrefundable.

• All amendments made to private tours may be subject to an administrative fee up to 20%.

• 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.

 

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Is it safe?

Yes it is! Booking with us is safe and your privacy is protected. KayTours is committed to protecting your privacy. KayTours 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, our driver of our van has a special certification. He 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.

 

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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.

 

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What is the weight limit of the zip-lines?

The weight limit is 280 lbs or 125 kg.

 

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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.

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How can I contact KayTours?

In the best case you write us an email: contact@kay.tours We are checking our emails constantly, but should you not receive an answer within 12 hours please re-send your mail.