Frequently Asked Questions

Admission to XPLOR All inclusive costs $ 11999 USD, but for all purchases made seven days prior to your visit on www.experienciasxcaret.com or www.xplor.travel you can benefit from a 10% off the regular price and a 15% off purchasing 21 days or more in advance. 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.

Yes, children from 5 to 11 years old pay 50% of the adult price. Minimum age allowed is 5 years old.

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

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.

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

  • Access to the special ticket booth if you purchase online.
  • Two circuits with 14 Zip-lines in all.
  • Two circuits of 3.1 miles of jungle and caves driving an Amphibious Vehicle.
  • Rafts through two River circuits paddling with special hand paddles.
  • Stalactite River of 430 yards to swim inside ancient caves.
  • Hammock Splash.
  • Unlimited snacks and non-alcoholic beverages (oatmeal cookies, fruit, smoothies and flavored fresh water).
  • Buffet meal.
  • One locker for two at your disposal.
  • Rest areas, dressing rooms and restrooms.
  • Other services (WiFi, ATM and gift shops).
  • Free parking.

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

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.

The price of admission to XPLOR Fuego All Inclusive is $ 9999 USD, but for all purchases made seven days prior to your visit on www.experienciasxcaret.com or www.xplor.travel you can benefit from a 10% off the regular price and a 15% off purchasing 21 days or more in advance. 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.

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

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

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

Xplor Fuego opens Monday to Saturday from 5:30 to 11:30 p.m.

  • If you purchased online you have access to the special ticket booth.
  • A nine Zip-line circuit which includes the tallest in the Riviera Maya.
  • Circuit of 3.4 miles of jungle and caves driving an Amphibious Vehicle.
  • Swim in the 437-yard Lava River inside ancient caves.
  • Underground River Rafts of 580 yards paddling with special hand paddles.
  • BBQ buffet with delicious ribs (vegetarian options available).
  • Unlimited non-alcoholic beverages (coffee, chocolate and fresh flavored waters).
  • One locker for two at your disposal.
  • Rest areas, dressing rooms and restrooms available during your visit.
  • Other services (ATM, WiFi and gift shops).
  • Free parking.

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.

If you want to check our current promotions, visit here.

No, all the activities are included in your admission.

The 10% discount applies on purchases made seven days in advance of your date of visit and the 15% discount on purchases made with 21 or more days in advance. The discounts are applied automatically by our system according to the date of visit.

Yes, we offer a special price for Quintana Roo residents, valid only at the park's ticket booths or calling to our Customer Service. 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.

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

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

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).

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

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

We don’t have teachers or students discounts.

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

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.

From Monday to Friday from 7:00 a.m. to 12:00 a.m., and Saturday and Sunday 7:00 a.m. to 10:00 p.m. Local Time.

  • USA/Canada: 1-855-326-2696
  • Brazil: 0-800-892-3371
  • Argentina: 0800-122-0384
  • Colombia: 01-800-952-0705
  • Spain: 900-965-224
  • Chile: 0-800-835-016
From Monday to Friday from 7:00 a.m. to 12:00 a.m., and Saturday and Sunday 7:00 a.m. to 10:00 p.m. Local Time.

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 Customer Service, you get 10% discount on the cost of the regular price and 15% off purchasing 21 days or more in advance. You can also enjoy more vacation time, having special access in our ticket booth express, for purchases made on Internet or Customer Service.

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

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

You can purchase with a credit card or PayPal.

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 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.

- 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.
- 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.

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.

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.

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.

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

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.

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

If this has occurred, please call our Customer Service 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.

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).

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

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

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. Remember you can purchase water shoes at our shops in Xplor. We don’t recommend the use of flip-flops or Crocs.

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”.

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

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

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.

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.

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

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.

Help us preserve and care for our ecosystem! To avoid affecting the natural balance of the ecosystem, only the use of sunblock and sunscreen containing titanium oxide and zinc oxide is allowed in the Park. We invite you to join our program of using biodegradable and chemical-free products!

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

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.

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.

Speed doesn’t go higher than 19 mph. All journeys take 45 minutes.

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

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.

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

To guarantee your safety and to ensure that harnesses are comfortable and fit each of our visitors correctly, a minimum weight of 88 lbs (40 kg) is required, and a maximum weight of 300 lbs (136 kg). The maximum circumference of the harness around the waist is 51 in (130 cm) and 27 in (70 cm) around each leg. In the case of children, the harness must fit properly. If it doesn't, for their own safety, they won't be able to do the activity.

There are two circuits to navigate on board rafts, 623 and 580 yards long. The entire trail inside the river is 437 yards long and average temperature of the water is 75 °F.

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.

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

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

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.

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.

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

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

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.

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

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.

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.

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 Customer Service. 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.

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.

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:

  • Cancún: 998-883-3143
  • Playa del Carmen: 984-206-0038
  • USA/Canadá: 1-855-332-2130
  • Brasil: 0-800-892-3371
  • Argentina: 0800-122-0384
  • Colombia: 01-800-952-0705
  • España: 900-965-224
  • Chile: 0-800-835-016