FAQ's Xplor

Xplor Admission

How much does it cost?

Admission to XPLOR All inclusive costs $ 13900 USD, but for all purchases made seven days prior to your visit on www.experienciasxcaret.com or http://www.xplor.travel/ you can benefit from a 10% off the regular price. Prices vary according to season. For more information, please consult our list of products and services found in the Price list section of our website.

Are there any special prices for children?

Yes, children from 5 to 11 years old pay 50% of the adult price. Children under 5 years old are free, but for this activity, minimum age allowed is 5 years old.

Does admission include transportation service?

No, only Tour option includes round transportation from Cancun and Riviera Maya.

What is the minimum age allowed inside the Park?

Children from 5-11 years old get 50% off of normal adult rate. Access to Xplor Park is limited to children under 5 years. Presentation of a valid ID card at our counters is mandatory.

What are the opening hours?

Xplor Park opens from Monday to Saturday, from 9:00 a.m. to 5:00 p.m.

What does admission include?

Your admission covers: zip-line rides, rafts, circuits with amphibious vehicles, access to swimming stalactite-filled river, the latest equipment at your service, energy-boosting buffet at will and the use of a locker (big enough for two people).

At what time does breakfast start?

Enjoy delicious breakfasts and meals in “El Troglodita” restaurant, open from 11:00 a.m. to 5:00 p.m.

Does Xplor offer activities for children older than five years old?

Yes, activities in Xplor are all family-friendly. There´s not an exclusive activity for young children, but they can do them all if they observe each one of the requirements, and must be accompanied by an adult all the time. In case of amphibious vehicles, they can participate, but only an adult with driving license is allowed to drive.

Xplor Fuego Admission

What is the price for Xplor Fuego?

The price of admission to XPLOR Fuego All Inclusive is $ 16900 USD, but for all purchases made seven days prior to your visit on www.experienciasxcaret.com or http://www.xplor.travel/ you can benefit from a 10% off the regular price. Prices vary according to season. For more information, please consult our list of products and services found in the price list section of our website.

What is the price admission to Xplor Fuego for children?

Children from 5 to 11 years pay 50% of adult price. Minimum age allowed in Xplor Fuego is 7 years old.

Does admission to Xplor Fuego include transportation?

No, only TOURS include transportation departing from Cancun or Riviera Maya.

What is the minimum age allowed inside the park?

The minimum age allowed in Xplor Fuego is seven years old. Children must present official ID (passport or birth certificate copy) at the park's ticket booths.

What are the opening hours?

Xplor Fuego opens Monday to Saturday from 5:30 to 10:30 p.m.

What does admission include?

Your admission to Xplor Fuego includes: ziplines, amphibious vehicles, underground caves to paddle on a raft, stalactite river swim, and modern and secure equipment. Also includes unlimited beverages (coffee, hot chocolate and multi-flavor water), energetic buffet and a locker for two.

Does the Park offer activities for children over seven years old?

Yes, the activities in Xplor Fuego are designed for all family. There is not an exclusive activity for young children, but they can do them all, if they observe the requirements for each activity, and must be accompanied by an adult all the time. In case of amphibious, they can participate, but only an adult with driving license is allowed to drive.

Payment method, promotions and discounts

Are there any current promotions?

If you want to check our current promotions , visit here

Are there activities with extra cost?

No, all the activities are included in your admission.

How does the 10% off apply to my purchase at the web site?

All purchases must be made at least seven days prior to your visit, 10% off its automatically applied by our system in that period.

Do you have a special discount for Quintana Roo residents?

Yes, we offer a special price for Quintana Roo residents, valid only at the park's ticket booths or calling to our Reservation Center. You must present official ID (IFE) with address in Quintana Roo. Children must present ID from school with address in Quintana Roo, or school report card with photograph. Prices are subject to change without notice.

Is the discount for Quintana Roo residents valid throughout the year?

Yes, it is valid all year but is subject to change without notice.

I recently live and work in Quintana Roo and I don’t have IFE. Can I submit job credentials and/or payroll to enter as a Quintana Roo resident?

No, we only accept IFE. In case of foreigners living in Quintana Roo, FM2 and FM3.

If I am a foreigner, what can I submit besides FM2 or FM3 to validate that I am a Quintana Roo resident?

Sorry, we only accept FM2 or FM3 for the case of foreigners living in Quintana Roo.

Do you have discounts for seniors?

Xplor offers a seniors discount only for Mexico residents, 50% off the regular price (valid only at the Park's ticket booths, presenting an INSEN or INAPAM credential issued by the government of Mexico).

Do you offer Travel Agent Discounts?

Sorry, we don´t have Travel agents discounts in Xplor.

Is there a discount for persons with disabilities?

Yes we offer special discount for persons with disabilities, is only valid at the Park's ticket booths.

Are there discounts for teachers or students?

We don´t have teachers or students discounts.

Do I have to reserve for a specific date?

Yes, you must select a specific date to visit the Park. Please verify the policy to change the date of visit or cancellations.

If I purchase online, when do I receive my tickets?

At the moment you purchase online and you click on "pay", a coupon will appear. This means that your purchase was completed. This coupon must be printed and presented at the Park's ticket booths along with the credit card used for purchase and an official ID.

Reservations, changes and cancellations

At what time can I call customer service?

From Monday to Friday from 7:00 a.m. to 9:00 p.m., and Saturday and Sunday 7:00 a.m. to 8:00 p.m.

How can I call from abroad?

USA-CAN: 1-888-922-7381 / Argentina: 0 800-666 1526 / Colombia: 01-800-9316745 / Other countries: 0052 998 2516560.

Do I need to make reservations in advance or can I buy at the Park’s ticket booth on my visit?

It is not necessary to make a reservation in advance; you can buy directly at the booth of the Park entrance at regular price. However, with an advance purchase of at least seven days in this website or by calling our Reservation Center, you get 10% discount on the cost of the regular price. You can also enjoy more vacational time, having special access in our ticket booth express, for purchases made by internet or Reservation Center.

Can I change my admission to Xplor for another park or tour of Experiencias Xcaret?

No, our Park tickets are not exchangeable for other products.

Can I transfer my ticket to another person?

Sorry, the tickets for any of our attractions are not transferable.

What are the payment methods to buy online?

You can purchase with a credit card or PayPal.

Do you apply interest free monthly payments at the Park’s ticket booth?

No, it only applies when buying on our website or in our Reservations Center using Bancomer, Banamex and American Express cards (three and six months interest free).

Can I pay with credit card or debit card of a person not included in the visit?

Yes, you can buy with someone else's card as long as you provide at the Park’s ticket booth and on the day of your visit: a copy of an official identification of the owner of the card, and copy of the credit card or debit card that was used to pay, in both cases copied by both sides and signed by the cardholder.

If I do not have credit or debit how can I make my reservation?

If you do not have a credit card to make your purchase, you can choose bank deposit option as a payment method in the checkout process and follow the steps, or dial our service numbers where we will provide instructions to make your purchase via bank deposit. This option is valid only in Mexico. You can also send an email to cotizaciones@experienciasxcaret.com.mx indicating the number of adults and children, date of visit and product you wish to purchase.

What is your Cancellation/ Refund policy?

- Reservations cancelled 15 days or more prior to the scheduled day of visit are subject to an additional 20% fee, from 14 to 4 prior to the scheduled day of visit are subject to an additional 50% fee. All reservations cancelled 3 to 0 days before date of visit, or in case of no-show will not be reimbursed.

- Packages and Xperience Passports cannot be cancelled and will not be refunded

- Cancellations will be reimbursed based on the payment method. Once you reserve and pay, you will not be able to change entrances, activities and/or tours.

How can I request to cancel my purchase?

For cancellations you must send an email to customerservice@experienciasxcaret.com to specify the grounds on which you proceed to the cancellation and our Customer Service Team will respond within 48 hours. Remember that cancellations are managed by the terms and conditions of the cancellation policy.

If I book for a specific date, can I change it afterwards?

Yes, you can change your visit to another date within one year from the date of purchase of the ticket. This change is valid only 24 hours in advance. Changes are not permitted on the day of your visit.

What happens if there is an error and I have a duplicated charge?

If you notice in your credit card statement a duplicated charge, you must request a cancellation and refund by sending an e-mail to customerservice@experienciasxcaret.com explaining in detail the duplicated charge, the name that appears in your reservation and the date of visit. Once we receive your request we will proceed to complete your refund which will appear on your credit card statement within the following 15 to 20 working days.

I already purchased my admission to the Park, but I want to buy other services. What can I do?

If you want to add something to your cart, we invite you to call our Reservation Center and one of our agents will support you.

If it rains, can I cancel or change my date of visit?

The Park doesn't close for bad weather, only in case of a storm or a hurricane alert, in which case your visit will be rescheduled. If it's raining on the day of your visit and you decide to make a change of date, your voucher is valid for one year guarantee against bad weather valid only 24 hours in advance. Changes are not permitted on the day of your visit.

About my visit

Where is Xplor Fuego located?

It is located right next to Xcaret Park, found on “Carretera Federal 307”, km 282, only 56 km away from Cancun’s International Airport and 6 km away from Playa de Carmen and about 55 km north of Tulum.

What happens if for any reason I couldn't print the coupon?

If this has occurred, please call our Reservation Center and we will ask you for the name that appears on your reservation or your coupon's number, then we will send the coupon to your e-mail. This way you will be able to print the coupon and present it at the park's ticket booths along with the credit card used for purchasing and an official ID.

Can I submit my purchase confirmation on my phone and/or tablet?

No, you must present the printed coupon.

Can I pay with credit card or debit card of a person not included in the visit?

Yes, you can buy with someone else's card as long as you provide on the Park’s ticket booth and on the day of your visit: - Printed receipt (with confirmation ID number and date of visit).

- Official photo ID of the credit cardholder who made the payment (or copy).

- Credit card (or copy) used for payment (credit card must be signed).

- Official ID of the visitor on the reservation (original).

On my visit

Are there restrooms or changing rooms?

Yes, we have restrooms and changing rooms located throughout the park with enabled spaces so you can change clothes comfortably.

Is towel included?

No, this is why we advise you to bring one with you.

What kinds of clothes and shoes shall I wear?

We advise you to wear long shorts, t-shirts, swim suits and water shoes that can be attached to your ankles so as to avoid losing them. We don’t recommend the use of flip-flops or Crocs.

Can I bring my camera with me?

Most activities involve water and your camera might get wet. However, you are not to worry; your helmet is equipped with a built-in chip that activates the cameras that we've installed for you as we go along. Remember to smile when you come across our logo pictures! At the end of your stay, you can buy the photos at the store “Tienda de Fotografia”.

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

No, in Xplor the use of snorkel equipment is not necessary, that´s why we don’t offer it.

Where I can store my personal belongings?

We have lockers for two people where you can keep a backpack with all your belongings (deposit is not necessary).

What happens if I didn't bring along the credit card used for payment?

You must present the credit card (or copy on both sides) used for payment, on the contrary you will not have access to the park and will be losing your purchase.

What happens if I cannot attend the Park the day of my visit?

If you do not attend the day of your visit, you can change the date within the period of one year from the purchase date, giving notice 24 hours in advance. Refund will not be granted under any circumstances in this case.

When I visited the Park I couldn't purchase my photos, can I still buy them?

Simply click on www.fotoxplor.com and choose one of the options to search your photos. Remember that pictures are saved in our database for 15 days after your visit. For further support information contact our photograph department at foto@xplor.travel

Can somebody on a wheelchair access the Park?

Yes, however the park is made with stone floor, has many slopes and wet surfaces, which makes difficult the movement for people in wheelchairs. If you hired a tour and already have a wheelchair, please call our contact numbers and give us notice of your visit to provide the best care for you.

Which sunblock should I use at Xplor?

Your sunblock must be free of chemicals to be able to use it at the Park. If it features any of the following ingredients you cannot use it: Benzophenone, Butil methoxydibenzoilmetane, Octyl metoxycinnamate, Octyl salicylate, Oxybenzone, Octinoxate, Ethylhexyl or Homosalate.

Do you have scooters on rent inside the park?

Sorry, we don´t have them on rent, neither wheelchairs nor strollers.

Activities

Am I obliged to participate in all activities or is it possible to choose some of them?

All activities are optional and, at your arrival, you’ll be given the chance to select those which you want to do and those you don’t.

How much time do I need to visit all the spots in the Park?

We recommend you get here early so that you’ll have time to do everything and also, to make the best out of unlimited consumption of our energy-boosting buffet and drinks.

At what speed does the zip-line travel and how long does a single journey last?

Speed doesn’t go higher than 30km/hour. All journeys take 45 minutes.

Can I enjoy underground river activity without knowing how to swim?

Yes, you can enjoy it because use of life jacket is mandatory for this activity.

Can I participate in an activity more than once?

The Park’s space is limited and priority is given to all of those who wouldn’t have yet participated. However if at the end of the day there are not so many people, then, you’ll have the chance to re-engage in an activity.

What is the distance between one activity spot and the other?

Departure and arrival points of all activities can be found in the center of the park, therefore distances between activity spots are very short.

What is the minimum/maximum weight allowed on zip-lines?

Minimum weight required for this activity is that of 1m 40 or 40 kg (88lbs) and the maximum authorized weight is that of 136 kg (300lbs). Children aged less than 5 or weigh less than 40 kg will not be allowed to use the zip-lines.

How long are the underground rivers (Rafts and Stalactites)?

There are two circuits to navigate on board rafts, 570 and 530 meters long. The entire trail inside the river is 400 meters long and average temperature of the water is 24°Celsius.

Do I need a driving license? If I don’t have one, will I be allowed to drive amphibious vehicles?

Only adult individuals aged 18+ are allowed to drive. If you’re a minor, you can ask an adult to drive you. You need to confirm your age by showing a valid ID card.

What is the maximum number of people allowed on the vehicle?

The amphibious vehicles are limited to 2 adults and two children.

Is it possible to participate in these activities if I have heart problems?

Our activities are limited to pregnant women as well as those who suffer from: diabetes, heart problems, epileptic fits, asthma, hypertension and claustrophobia.

Are these activities allowed to elderly people?

Yes, as long as they are in good physical shape. It is important to bear in mind that most of our activities need constant physical efforts.

What are the necessary physical conditions?

Some activities call for physical strength. It is for this reason that activities are not recommended to people who suffer from diabetes, heart problems, epileptic fits, asthma, hypertension and claustrophobia as well as pregnant women.

Where can children or elderly people stay, while the family engages in activities in Xplor and Xplor Fuego?

At the park we offer spaces for relaxation where you can find chairs and hammocks at your service.

Food

Can I enter with food or drinks to Xplor?

The entry of food and beverages to the Park is not allowed, and it is not necessary as the admission to Xplor includes them.

I'm allergic to gluten, is there anything I can eat at the restaurants?

Yes, when you go to the restaurant, please inform your host about your dietary requirements and the chef will advise you on what to eat, or prepare something special for you. However, we would appreciate if you could inform us about the exact date you will visit the park.

Can I bring my baby’s food?

Yes, you can access to the park with baby food, infant formula, etc.

Who can I notify if I have special dietary requirements?

For special food requirements you may notify Customer Service at customerservice@experienciasxcaret.com or ask our hosts at the entrance of the park, they will be happy to support you.

About Transportation

How can I find out if there is a pick-up service at the hotel where I'm staying?

While buying your ticket online, a list of hotels where pick-up is available will be displayed. If you make your purchase through our contact numbers, the operator will inform you if there is a pick-up at the hotel where you are staying or otherwise, the closest hotel for this service.

What is the time for pick-up at my hotel and where should I wait?

Exact pick-up time will be confirmed when making your purchase. It is essential to arrive 15 minutes before the time of pick-up. If you want more information about your transportation please call the contact center. It is important to confirm your transportation service 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 or Xplor or the company logo Experiencias Xcaret. Depending on the operation, transfer could be in a van or luxury bus.

At what time will I be back at the hotel?

The time will depend on the location of your hotel, so we can’t give you an exact time. If you are in a hotel far from the Park, in Cancun or Tulum, you will be arriving at approximately in 1:30 or 2 hours.

If my hotel is not in the pick-up list, where else can you pick me up?

At the time of your online purchase you must choose the closest hotel to where you are staying. If you buy through our contact numbers, the operator will inform you what the best option is.