Frequently asked questions

You have three paths: (1) WhatsApp — fastest, reply under 5 minutes during business hours; (2) request form on any package page, response within 1 business hour; (3) our interactive quiz that recommends a package based on your travel profile.

To quote we need: exact or approximate dates, number of travelers (adults and children with ages), preferred zone or hotel type, approximate budget, and tours of interest.

Each package has a clear technical sheet with full breakdown. Generally includes:

• Accommodation at selected hotel (with specified meal plan: breakfast only, half board, all-inclusive)
• Private or shared airport-hotel-airport transfers
• Specific tours included with admission, transport, and guide
• In-destination support, 9 AM to 9 PM
• Taxes and service fees

NOT included: international flights (you book or we advise), travel insurance (always recommended), personal expenses, gratuities, meals outside all-inclusive plan if applicable.

Hotel and tour rates are dynamic and depend on real-time availability. A quote is valid for 48 hours in low season and 24 hours in high season. After that we re-verify availability.

If you book and pay deposit within validity window, the price is locked: it won't go up even if the hotel raises later.

Yes. Over 60% of our bookings are custom packages. Combine hotel + tours + transfers + special experiences (private dinner, exclusive tour, anniversary decoration) and we'll prepare a formal quote within 24 hours.

We recommend 3 to 6 months in advance for high season (Christmas/New Year, Spring Break March-April, Easter Week, July-August, Thanksgiving). For mid-low season, 4-8 weeks is enough. Last-minute bookings (under 7 days) are possible but with limited availability and no discounts.

Your booking is confirmed once deposit is paid (typically 30-50% of total). You'll receive by email: voucher with booking number, package technical sheet, specific cancellation policy, and assigned coordinator contact info. Balance is typically paid 30-45 days before check-in.

It depends on where you pay from:

• From abroad: card through Stripe, Mercado Pago or a Bancomer payment link. International bank transfers are almost never possible, so we do not offer them as an option.
• From Mexico: also direct bank transfer, cash deposit at Oxxo, Practicaja and a bank payment link.

Interest-free monthly installments? Yes, but only through an advisor on WhatsApp or chat.

Yes, but only through an advisor (WhatsApp or chat). The bank charges 3 to 10% depending on the number of months, so the advisor gives you an adjusted price from the start.

Promotions and deals are paid at once: interest-free installments do not apply to a promotional price.

Yes. For groups of friends or families sharing a package, we generate individual payment links for each person with their amount. Each pays with their own card. Just ask your assigned coordinator.

You receive three automatic confirmations: (1) email from payment gateway (Stripe or PayPal) confirming charge, (2) email from Cancun100 with your booking voucher and confirmation number, (3) WhatsApp message from your assigned coordinator. If you don't receive within 30 minutes, contact us via WhatsApp to verify.

Tourist zones accept both, but always pay in pesos when possible. Businesses convert USD/EUR at unfavorable rates (5-10% worse than official). Exchange some cash to pesos upon airport arrival (official exchange counters, not informal) or use HSBC, Banamex, BBVA ATMs inside hotel zone (avoid independent ATMs which charge high fees).

If you have all-inclusive package with prepaid tours, $200-400 USD in cash covers tips, taxis, small purchases, and emergencies. Everything else you pay by card without issue (all hotels, restaurants, and major stores accept Visa/MC). Bring more cash only if you plan lots of markets, street food, or public transport.

Tours: you can change the date or the activity and keep 100% of what you paid as credit. If you cancel (including at the last minute), the 20% deposit is not refundable; if you paid in full, we refund your payment minus 20% for administrative costs.

If the tour does not run (the provider cancels it or the Port Authority closes navigation), we first offer you a new date; if you do not want to go, we refund 100%.

Hotels and packages: each hotel's policy applies; the exact one is in your voucher.

Read our full cancellation policy.

Yes, subject to availability and hotel policy. If requested 30+ days before check-in, generally no extra charge (rate difference may apply if new dates are high season). Within 30 days an admin fee + rate difference may apply. Tour changes follow individual policy.

Unfortunately hotel policies don't waive cancellations for illness. That's why we always recommend travel insurance with cancellation coverage. If you have insurance, they reimburse non-recoverable charges. Cancun100 issues you the documentation showing the retained charges to submit to insurance.

If paid by Stripe or PayPal, refunds process in 3-10 business days back to the same card. SWIFT international transfers can take up to 14 days.

Depends on the hotel. Most allow name change without charge if requested 14+ days before check-in. Some exclusive hotels charge an admin fee ($15-50 USD). Tours generally allow name changes up to 24 hours before. Ask your coordinator.

No visa required. US, Canadian, UK, EU, Australian, New Zealand, Japanese, and most Latin American citizens enter Mexico visa-free as tourists. You can stay up to 180 days per entry. Just need a valid passport and Mexico's tourist card (FMM, see below).

For other nationalities, check at gob.mx/inm or ask your Cancun100 coordinator.

Mexico requires passport valid for the duration of your stay. It does NOT require the 6-month post-return validity that some countries demand. However, some international airlines do require 6 months validity post-return as their own policy. Safe recommendation: travel with a passport valid at least 6 months past your return date.

It's the Mexico tourist card you receive entering Mexico. Since 2022, many entry points no longer print physical FMMs — Mexican Immigration (INM) stamps your passport directly with your authorized stay date.

If you receive a physical FMM, guard it carefully: you must present it leaving Mexico. If lost, you'll pay a replacement fee ($60-90 USD) at the airport before your return flight.

Up to 180 days per entry, but the immigration officer decides how many days they authorize based on your case (could be 7, 30, 60, 90, or 180 days based on your itinerary). For 7-14 day vacation in Cancun, you typically get 30 days. Bring printed itinerary (flights + hotel) to show.

To enter Mexico, minors under 18 only need valid passport (regardless of whether traveling with parents or alone). However, some countries require additional documents to LEAVE the home country with a minor — notarized consent letter from absent parent. Check requirements of your departing country, not Mexico.

Immediate steps:

1. Report to local Police (written report needed for insurance)
2. Contact your Consulate or Embassy (US: Merida; Canada: Mexico City; UK: Mexico City)
3. Request emergency passport (1-3 days per country)
4. If your return flight is sooner, postpone with airline

Cancun100 assists with contact, translation if needed, transport to consulate, and rescheduling if applicable.

Yes. Upon landing in Mexico you'll receive a customs declaration form (some airlines distribute on the plane, otherwise at immigration). Declare cash over $10,000 USD, electronics worth more than $500 USD, etc. After immigration you press a button — green light = free pass, red light = inspection (random). Declare honestly to avoid fines.

The airport transfer is private, in a van for up to 10 people:

• Private from the airport to your hotel: from MX$950 per van

All Cancun100 transfers include water, onboard wifi, federally-licensed driver, and passenger insurance.

Approximate times from CUN:

• Cancun Hotel Zone: 25-40 minutes
• Costa Mujeres: 50-65 minutes
• Puerto Morelos: 25-35 minutes
• Playa del Carmen: 50-65 minutes
• Akumal: 75-90 minutes
• Tulum: 95-115 minutes

Peak hour times (Saturdays 2-6 PM) can rise 20-40%.

The day before your arrival you receive a WhatsApp message with: driver's name, photo, vehicle plate number, direct phone, and exact meeting point. Generally the driver waits at the welcome zone after exiting the terminal holding a sign with your name. Tolerance: 90 minutes free if your flight is delayed.

Yes, ADO operates buses to downtown Cancun ($95 MXN ≈ $5 USD), Playa del Carmen ($230 MXN ≈ $12 USD), and Tulum ($350 MXN ≈ $18 USD). Service is safe and comfortable, but only drops you at the central terminal (not your hotel). From there you need taxi to your hotel ($150-450 MXN by zone). Suitable for solo travelers on tight budget, not for families with kids and luggage.

Uber and DiDi (no Lyft) operate in Cancun and Playa del Carmen since 2023 officially. However, they're NOT authorized at the airport — local taxi union prohibits it and there's active tension. To get from airport to hotel: use prepaid transfer (Cancun100 or other). Once at the hotel zone, you can request Uber without issue.

Rates are fixed by zones (no meters used). Some typical ranges:

• Within hotel zone: $150-300 MXN ($8-15 USD)
• Hotel zone – downtown Cancun: $250-400 MXN ($13-20 USD)
• Hotel zone – Puerto Juárez (Isla Mujeres ferry): $300-450 MXN

Always ask the price before getting in. Carry cash (most don't accept card).

Generally Mexican Caribbean all-inclusive resorts include:

• Accommodation in your booked room
• Breakfast, lunch, and dinner at hotel buffet restaurants (sometimes also à la carte restaurants with or without reservation)
• Snacks between meals
• Unlimited domestic alcoholic and non-alcoholic beverages at bars and pools
• Mini-bar in room (mostly)
• Room service (included or with charge, varies)
• Some hotel activities (kayak, paddle, gym, evening shows)

Usually NOT included: premium or imported liquors, spa, off-resort tours, gratuities, laundry.

International standard:

• Check-in: 3:00 PM
• Check-out: 12:00 PM

If you arrive before 3 PM, they may give you your room if ready, or store luggage and you can enjoy facilities (pool, restaurants). To guarantee early check-in (before noon) or late check-out (after 2 PM), they typically charge extra ($25-60 USD per hotel) or require an additional night booking.

Tips are not mandatory at all-inclusive (per labor contract) but extremely appreciated. Most hotel staff earn modest salaries and rely on tips to supplement.

General recommendations:

• Restaurant server: $1-3 USD per meal
• Bartender: $1 USD per drink or $5-10 USD at end of night
• Housekeeping: $1-2 USD per day, left in room
• Bellboy: $1-2 USD per bag
• Concierge for special service: $5-20 USD by gesture

Bring small US bills ($1, $5) or loose pesos.

Yes, in 80% of large all-inclusives à la carte restaurants require reservation. Some hotels allow online booking via app, others through reception or concierge. Spots fill fast especially your first day of stay: reserve right after check-in for the dinners you want. Note: some hotels limit to 1 à la carte per night or 3 per stay for basic all-inclusive guests.

95% of all-inclusive resorts have free wifi in lobby, restaurants, and rooms. Speed varies: some large resorts (RIU, Iberostar, Bahia Principe) have medium wifi (enough for messaging, social media, email; slow for video calls or HD streaming). Boutique and luxury hotels (Mayakoba, Rosewood, Hotel Xcaret) have excellent wifi. If you need high connectivity for remote work, factor that in.

Contact Cancun100 immediately (WhatsApp) before accepting any change the hotel proposes. We speak directly with hotel management and resolve. Common cases we resolve: room type different than booked, different view, AC failure, all-inclusive bracelet issues, room already occupied. Don't sign anything at reception if there's discrepancy until speaking with us.

• Biodegradable / reef-safe sunscreen (mandatory at cenotes and eco-parks)
• DEET-free repellent for cenote/jungle areas
• Comfortable clothes and closed shoes/sport sandals (NO flip-flops at archaeological sites)
• Swimsuit underneath
• Quick-dry towel (if not provided by tour)
• Dry change of clothes
• Cap or hat
• Sunglasses
• Reusable water bottle
• Cash in pesos for tips and purchases
• Camera or phone with waterproof bag
• Government photo ID

Varies by tour:

• Chichen Itza / Tulum / Coba: no minimum age (suitable with baby carrier)
• Xcaret / Xel-Ha / Xplor Fuego: no minimum, kids under 5 free entry
• Xplor (zip-lines, amphibian vehicles): 5 years minimum, 1.10m height minimum
• Reef snorkel / Cozumel ferry: 5-8 years minimum
• Certified diving: 10 years minimum (PADI Junior)
• Whale shark swim: 6-8 years per operator
• Tequila tasting / party boat: 18 years

Check exact minimum age in the specific tour technical sheet.

Yes, it's the top cultural experience in Yucatan and a UNESCO World Heritage Site. But requires preparation: long day (12+ hours with transport), extreme heat (especially April-September), 1 km of walking under sun. We recommend early tour (departs 5-6 AM, arrives 9 AM before heat and crowds). Combine with cenote and regional lunch for a full day experience.

Each has distinct profile:

• Xcaret: most complete cultural-natural park. Mandatory "Mexico Espectacular" night show. For families and first-time visitors.
• Xel-Ha: best for snorkeling and family relaxation. Natural cove with fish, rivers to float. More relaxed.
• Xplor: 100% adrenaline. Zip-lines, amphibian vehicles, cenote swimming. For ages 5+ with energy. There's a nighttime version Xplor Fuego.

For 5 days in Mexican Caribbean: 1 Xcaret + 1 Xel-Ha or Xplor based on your profile. Don't do them back-to-back (exhausting).

Most are not canceled for light rain (it is the tropics: it rains briefly and stops). Sea tours depend on the Port Authority:

• If it closes navigation and the tour does not leave: you change the date or we refund 100% of what you paid.
• If the tour does leave but part of it is suspended (the snorkeling, for example): it counts as done and there is no refund. You decide whether to board.

Land tours (archaeological sites, parks, cenotes) run in normal weather.

Full-day tours to Chichen Itza, Tulum, Coba, Sian Ka'an include buffet lunch. Theme parks (Xcaret, Xel-Ha, Xplor) include unlimited food and drinks within park. Short half-day tours (snorkel, jet ski, parasailing) generally don't include food — eat at hotel before/after.

Yes, several hotels have ADA-accessible rooms (ramp, bathroom with bars, wide spaces). Some adapted tours (amphibious wheelchairs at Xcaret, adapted transport, snorkel for paraplegic individuals). Mention it when quoting and we filter specific options. Important: not all cenotes nor archaeological sites are accessible (Tulum and Coba have uneven terrain; Chichen Itza has ramps in some zones).

At buffet restaurants, casual attire (no wet swimwear, no bare feet). At à la carte / themed restaurants, semi-formal: long pants and closed shoes for men, dress or pants for women. Polo shirts or button-downs are fine — just avoid athletic shorts and flip-flops at dinner. Some premium restaurants require jacket for men (rare, in 5-star plus hotels).

Sargassum is brown seaweed reaching Mexican Caribbean beaches via currents. Typical season: May to October (with peaks in July-August). December to April beaches are normally clean. Hotels conduct daily cleanup and many have offshore barriers.

Less affected zones: Costa Mujeres (north Cancun) and Isla Mujeres. More affected: Tulum and Mahahual. Check real-time monitor at Sargassum Monitoring Network before and during your trip.

Depends on priorities:

• December-April: ideal weather (77-86°F, no rain, no sargassum). High season — higher rates, fuller beaches.
• May-June: still excellent weather, lower prices. Sargassum season starts on some beaches.
• July-August: school vacations, extreme heat (up to 95°F). Sargassum present.
• September-October: real low season, best prices (up to 40% off), but hurricane season.
• November: best price-quality ratio. Sargassum gone, weather perfect again, crowds haven't arrived yet.

Three options:

• International roaming: convenient but expensive ($5-15 USD/day depending on plan). Some US/Canada plans include Mexico free (T-Mobile premium, AT&T premium).
• Telcel prepaid SIM: $200-400 MXN ($10-20 USD) for 30 days unlimited data, calls, and SMS. Buy at Oxxo, Walmart, or Telcel stores.
• eSIM digital (Airalo, Holafly): $15-30 USD for 7-14 days, download without physical card. Most practical if your phone supports eSIM.

For 5-7 days, eSIM is optimal. For 14+ days, Telcel SIM is cheaper.

In hotel zone and tours yes, widely. Hotel staff, receptionists, servers, drivers, and guides speak English (many also French, German, or Italian). In downtown Cancun, local markets, or small towns, English is limited — useful to know basic Spanish phrases. Apps like Google Translate work offline if you download the Spanish package.

Extreme. We're at 21°N latitude, typical UV index 9-12 (very high to extreme). Severe burns in 20-30 minutes without protection. Recommendations:

• SPF 50+ biodegradable / reef-safe sunscreen (mandatory at cenotes and eco-parks)
• Reapply every 2 hours, after swimming
• Hat or cap always
• UV400 sunglasses
• UV swim shirts (especially kids)
• Constant hydration (minimum 2.5L water/day)

Excellent. Cancun and Riviera Maya rank among top 5 family Caribbean destinations. Many all-inclusive resorts have free kids club, certified babysitters (with charge), kid pools, children's programs, kids menus, high chairs, baby cribs at no extra charge. Tours like Xcaret and Xel-Ha are ideal age 3+. Age-specific recommendations available from your coordinator.

Our official rates are quoted in USD for international clients. The charge appears in USD on your card statement (your bank converts to your local currency at their rate). Some banks charge a foreign transaction fee (1-3%) — check with your bank if you want to avoid it.

Yes. We never see or store your card data. The full transaction is processed on Stripe or PayPal servers (PCI-DSS Level 1 certified gateways — the highest global payment security standard). Our site has active SSL/TLS with valid certificate.

No vaccines mandatory for entry from most countries. WHO recommends yellow fever if coming from a risk country (some African and South American). Without certificate, entry could be denied. Recommended (not mandatory): hepatitis A and B, tetanus, typhoid. Consult your travel doctor 4-6 weeks before.

NO. Throughout Mexico, drink bottled or purified water. All-inclusive resorts serve safe water (bottled or purified through certified systems). For brushing teeth at hotel, tap water is fine (it's treated). For drinking, always bottled.

Yes. Cancun, Riviera Maya, and the Mexican Caribbean tourist zone are among the safest areas of Mexico for tourists. There's tourist police, National Guard presence, and all hotels have 24/7 private security. Violent crime in news generally happens far from tourist zones (deep downtown Cancun late at night, certain industrial areas).

Basic recommendations: don't display flashy jewelry, don't walk non-tourist areas at night, use Uber or official taxis, don't accept tours/transport from people approaching you at airport or beach.

Yes, strongly recommended. Not mandatory to enter Mexico, but private medical care in Cancun without insurance can cost $5,000-50,000 USD (any private hospital admission for severe gastritis already exceeds $2,000 USD). Travel insurance for 7-14 days costs $30-90 USD and covers: medical expenses, cancellation, luggage, repatriation. Reliable companies: World Nomads, Allianz, Travel Guard, Generali Global Assistance.

Low risk in hotel zone (constant fumigation) but present in jungle, cenote, and ruins areas. Pack repellent with 25-30% DEET (Off!, Repel) or 20% picaridin for daily use, kids, and pregnant women. Apply on wrists, neck, ankles. Typical mosquito: aedes (dengue carrier), bites by day. Real cases are rare in tourist zones but precaution is welcome.

Yes, with judgment. Basic rules: high turnover stalls (rotation = fresh food), visible hot cooking, avoid raw seafood at sun-exposed stands, avoid water/ice from unknown source, peel/wash fruit. Tacos al pastor, cochinita pibil, marquesitas, esquites are safe at popular stalls. If you have sensitive stomach, stick to hotel for first 2 days.

• Pain relievers (acetaminophen, ibuprofen)
• Antihistamines (loratadine) for allergies and bites
• Anti-diarrheal (loperamide) and electrolyte solution
• Antacid
• Band-aids, gauze, antiseptic
• Your prescription medication with valid prescription
• Repellent and sunscreen (also available there)

Cancun pharmacies are well-stocked — most OTC medications available without prescription.

Generally yes, in second trimester (weeks 14-28) which is the optimal window. Considerations:

• Confirm with your OB-GYN before booking
• Airlines often require medical certificate after week 28-32
• Avoid adrenaline tours (Xplor zip-lines, jet ski, parasailing)
• Cenotes and gentle snorkel OK
• Extra hydration and shade
• Bring prenatal record and identify reference hospital (Hospiten or AmeriMed are private with international quality)

Yes, we specialize in groups. We handle: destination weddings, bachelor/bachelorette parties, family reunions, corporate trips, religious groups, organized tours from 10 to 200+ people. Group rates with discount, coordinated transportation, private dinner options and event spaces. B2B program also available for reseller agencies.

Possible but complex. Only some hotels accept pets (consult updated list). To enter Mexico with dog/cat you need: international zoosanitary veterinary certificate, valid rabies vaccination (min. 15 days before), antiparasitics. Airlines have restrictions (max weight, breed). Pet in cabin: max 8 kg with carrier. In cargo: with IATA-approved kennel. Tours generally don't admit pets.

Yes, it's one of our specialties. Top wedding-friendly hotels: Hotel Xcaret, Mayakoba, Iberostar Selection, Live Aqua, Secrets, Le Blanc. Assigned wedding coordinator, packages from intimate (10 people) to large (150+). We include: ceremony, reception, blocked accommodation for guests, decoration, photography, DJ, pre-wedding events (welcome party, post-rehearsal, post-wedding brunch). Custom quote in 48 hours with three venue proposals.

WhatsApp answered from 9 AM to 9 PM every day. Outside those hours your message is logged and, if it is an emergency, it escalates to a supervisor: wa.me/cancun100.site · average response 5 minutes for real emergencies.

Other channels:

• WhatsApp: +52 998 763 7653
• Office phone: +52 998 361 1590 (every day, 9 AM to 9 PM Cancun time)
• Email: info@cancun100.com

If you have an assigned coordinator, message their personal WhatsApp directly (provided to you before travel).

• 911: general emergencies (police, ambulance, fire) — works throughout Mexico
• 078: Green Angels (federal tourist assistance, multilingual)
• Cancun private hospital: Hospiten +52 998 881 3700 / AmeriMed +52 998 881 3434
• Playa del Carmen private hospital: Hospiten Riviera Maya +52 984 803 1002
• Red Cross: 065

Cancun has solid emergency protocols for hydrometeorological events. If National Water Commission issues hurricane alert category 1+:

• The hotel implements safety protocol (interior shelter, supplies)
• Cancun100 monitors trajectory with CONAGUA and NOAA in real-time
• If your flight is canceled, we help reschedule and, if applicable, extend your stay free or relocate you to a safe zone

Historically, September and October are most active months. If traveling in that window, get insurance with travel interruption coverage for weather causes.