Frequently Asked Questions

Is it possible to reserve a tour on the same day?

Yes, it is possible if the availability & pick up time allows it. Usually it’s kind of difficult to find spots on the same day, but you can call or contact our chat agents to inquire about availability.

How long in advance do you recommend to book a tour?

We recommend that you reserve at least 3 days in advance of the day of the tour you want, because the availability changes fast.

What happens if I get sick and cannot go on the tour?

By presenting a medical prescription you can change the date at any moment at no cost.

How many times can I change the date of my trip (reschedule)? Does it have additional costs?

There are no a limits for changing the date, it depends of the availability. If you reschedule one day before the trip or on the same day you just pay the transportation fee: 20 usd per person.

In case of emergency, do I have any traveler Insurance?

Yes, of course. In case of an accident that causes an injury during the tour, you will receive medical attention. The insurance includes coverage of medical costs.

What happens if I want to finish the trip before the scheduled itinerary?

If the guest/s wishes to return before the scheduled tour program, INCREMSA S.A de C.V is not responsible for any extra charge incurred.

On Private Tours, the itinerary is designed according to the client´s schedule. In case you would like to finish earlier, it´s important to notify All Trips team in advance of.

I´m trying to reserve a trip with your agency but my hotel is not on the list. Where can I be picked up?

If your hotel is not on our list, please contact our agents by chat. They will help you find your hotel or give you a meeting point according to your location.

I´m not staying in a hotel. Where can I be picked up?

If you are not staying in a hotel, please contact our agents online for a meeting point.

Do you have any food options for vegetarian and vegan people?

Yes, after you have made a reservation it is important to mention your food preference by chat or email. It helps to plan and offer you a special meal.

Is it necessary to show my passport or any official document to go on or to reserve a tour?

No, it’s not necessary.

What is the minimum age to drive an ATV?

16 years old

How long are the zip lines?

The first one is the middle of the jungle and is 160 meters. The second one, which lands in the water is 60 meters long.

What is the maximum weight allowed for zip lining?

130 kg = 286 pounds.

Is this trip recommended for kids?

Yes! Mystic Adventure is an ideal trip for kids, who should be always supervised by their parents.

It´s the first time I will drive an ATV, Is it hard to do?

No, it is not difficult, it´s very easy.

The ATV are semi-automatic. In addition, the guides will give you the instructions to drive correctly. In case you don´t want to drive, you can share the ATV with a friend.

Is it possible, to not use the transportation & go on the tour on my own?

Yes, it is. In case you don´t want transportation, we will assist you to get to the starting point of the tour. Ask our chat agents about the purchase process without transportation.

I would love to make this trip, but I don´t want to go ziplining. Is it possible not to do it?

Sure, in case you don´t want to do one or both ziplines, we will go into the cenote by the wood stairs to wait for the rest of the group, and then continue the next activity.

I bought my photos but I haven´t received them yet, what can I do? Who can I contact?

First, we recommend that you check your spam mail, because sometimes our mail is routed there. If the email is not there, you can directly contact the photography team on their Facebook Fanpage: ATV Mystic Adventure Playa del Carmen or email us: [email protected]

We´ll be very happy to help.

What are the names of the cenotes in Mystic Adventure?

The open cenote is called “Tortugas” and the second, where we do snorkeling, is called Tacbi Lu´um. It means “promised land

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Do the drinks served during the catamaran trip have an extra cost?

No, all drinks are included in the price of the tour.

Which beverages are available at the open bar?

Our open bar includes fruit juice, soda, drinking water, and of course, beer, rum, vodka, and, tequila.

What reef do you visit for snorkeling time?

We take you to reef “El Meco” according to the weather conditions.

Is this trip recommended for kids?

Yes! Smooth Life Catamaran is an ideal trip for kids, who should be always supervised by their parents.

Does the catamaran have a shaded area?

Yes, there is plenty of shade in the cockpit.

Why do we have to pay the docking fee?

Dock Fee is a tax that must be paid by locals & foreign visitors, this fee helps towards Sea Life of the National Park Preservation. You have to pay it at the time of check in at the Marine.

Do you take us to snorkel into the National Park reef in Cancun?

Yes, we do. We take you to snorkel at the beautiful coral reef “El Meco” One of the attractions of the “Great Mayan reef” with abundant marine life and subaquatic statues.

What happenes if the weather conditions are not suitable for sailing?

This trip is subject to favorable weather conditions. If canceled due to poor weather, you will be given the option of an alternative date or full refund.

riviera maya

If I want to request a private boat is there a deposit or will I have to make the payment in full to reserve a private tour?

We recommend that you make the payment in full to reserve the catamaran, but, it is possible to reserve it by depositing 50% of the price & pay online the remaining 2 or 3 days before the trip.

What kind of food does the buffet on the Isla Mujeres Sailing tour include?

The buffet includes: chicken, fish, rice, beans, pasta, and salad bar.

Is the catamaran crew trained to provide first aid treatment in case of an emergency?

Yes, the crew is trained to provide help in case of an emergency.

What kind of music is played on the catamaran?

A bit of everthing! In the case of Private catamarans, you can bring your special playlist or a DJ! The boats have a usb & BlueTooth connection.

Who can fly the Spinnaker?

All the people who want to make the Spinnaker Activity must be 13 years and over & have good swimming skills.

Why do we have to pay the docking fee?

Dock Fee is a tax that must be paid by locals & foreign visitors, this fee helps towards the Sea Life Preservation and you have to pay it at the time of check in at the Marine.

What beverages are included in the open bar?

The open bar includes: Tequila, Rum, Vodka, Beer, Soft Drinks, Juice and Water

What is the difference between Isla Mujeres Regular & Premier trip?

The basic difference is the boat and maximum capacity of those, on regular Isla Mujeres you sail in a boat with other 40/60 people, while in a Premier trip you sail in a luxury vessel and there is only 30-35. In addition Premier Trip includes a welcoming drink mimosa, has an exclusive beach club, and you have a waiter and red or white wine glass at lunch time.

isla mujeres

Do you have any additional questions? Please go to: TERMS & CONDITIONS, Contact us by Chat, or whats app +52 1 998 293 3898

We´ll be very happy to assist you.