Frequently Asked Questions

The price of admission to XPLOR Fuego All Inclusive is $ 109.99 USD, but for all purchases made seven days prior to your visit on www.xcaret.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 get a 25% discount on the adult ticket price. Minimum age allowed 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 11:00 p.m. Subject to change due to official regulations.

• If you purchased online you have access to the special ticket booth.
• A seven 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 stalactite 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.

When purchasing the Photo Pass product, visitors to the parks and tours by Grupo Xcaret can use all the AutoPhoto points at the park(s), the pictures by photographers (including recreational activities), or both. Also, they can take all the photographs they want and download those same pictures afterward, at a convenient price.

Terms of use:



For prices provided on this page, you need to purchase before visiting the park(s) or tour(s).

The product is available to purchase at least 24 hours before you visit the park or tour. Prices contemplate the number of people (PAX) and the number of purchased parks. If you buy the 'PHOTO PASS', it applies only for the Xcaret, Xplor, Xplor Fuego, Xel-Há, Xoximilco, Xenses, and Xavage parks, plus the Xenotes Tour.

Does not apply for guests at Xcaret Hotels (Hotel Xcaret México, Hotel Xcaret Arte and Casa de la Playa). The use of the Photo Pass is valid only the day of the visit, and it is not cancelable nor refundable.

It does not include photographs of dolphin’s activities, Photo Drone, Photo Xunset, or archaeological sites. If the package includes a visit to a park and an archaeological zone, the photographs will be only at the park.

To valid the service, it is mandatory to print the coupon provided at the end of the purchase and show it at your arrival at the park at the photography area or at the moment of boarding the tour’s transportation.

For the ONE PARK DIGITAL PHOTO PACKAGE, TWO PARKS DIGITAL PHOTO PACKAGE, THREE PARKS DIGITAL PHOTO PACKAGE, FOUR PARKS DIGITAL PHOTO PACKAGE, and FIVE PARKS DIGITAL PHOTO PACKAGES.

The photo package includes service for the parks and tours chosen by the client at the moment of purchase, considering the number of visitors and the number of parks on its selection.

The download code is valid for 30 calendar days from the date of purchase.

1.- Enter your download code.
2.- A list of the albums that are included in your package will be displayed.
3.- Select the album you want to see and the photos will be displayed on the screen, download by clicking on the icon, or click on the icon to download the entire album.

You can download as many times as you need to while the code is valid.

Each photo downloaded is a JPG file, and the videos are MP4.

Yes. They are encoded directly from cameras with high resolution.

Yes. The file is downloaded to the device, although it opens in a new window and you will have to click on the image to save the photo, we recommend that it be done on a computer or in the application: App Xcaret.

Yes, you can contact the photography customer service center

• Within Mexico. 800 006 FOTO (3686)
• Outside Mexico. (01152) 55 4163 7327
• If you visited our Parks: foto@xcaret.com
• If you visited our Xcaret Hotels: fotohoteles@xcaret.com
• Operating hours: Monday to Friday from 09:00 to 19:00 Hours.
• Operating hours: Saturday to Sunday from 09:00 to 15:00 Hours.

you must have at hand your bracelets, the number of your helmet, and the date of your visit.

No problem! We can provide it to you if you have your purchase receipt. Contact us at: In Mexico 800 006 FOTO (3686) / From abroad (01152) 55 4163 7327 or write to foto@xcaret.com. Operating hours: Monday to Friday from 9:00 to 19:00 Hours. Saturdat to Sunday from 9:00 to 15:00 Hours.

Due to the nature of the product we offer, you always have the possibility to view the photos. prior to purchase, so once the purchase is made there is no possibility to grant refunds or cancellations of any kind.

To purchase the photos of your dolphin swim experience, contact www.delphinusworld.com or to the Customer Service phone numbers (998) 206 3304, 800 DELFIN (800 335 3461) from Mexico or toll-free from the USA and Canada at 1 888 523 2230.

There are several options of payment depending on the currency chosen on our websites. In the case of Mexican peso (MXN) you can pay with Debit or Credit Cards issued by Visa, MasterCard, American Express, Discover or Diners. You can also make payments via deposit or transfer at the bank branch of your choice, make payments at convenience stores of the most recognized chains by choosing "Checking" as a method of purchase or trust in the security that Paypal offers.

Other currencies:

Colón (CRC): Visa, Mastercard and JCB.

American Dollar (USD): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Australian Dollar (AUD): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Canadian Dollar (CAD): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Euro (EUR): Visa, Mastercard, American Express, Diners, Discover, JCB, Carte Bancaire, Paypal, Sofort and iDeal.

Pound Sterling (GBP): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Sol (PEN): Visa, Mastercard, Diners and JCB.

Argentine Peso (ARS): Visa, Mastercard, Diners and JCB.

Chilean Peso (CRC): Visa, Mastercard, Diners and JCB.

Colombian Peso (COP): Visa, Mastercard, Diners, Discover, JCB.

Uruguayan Peso (UYU): Visa, Mastercard, Diners, Discover, JCB.

Guatemalan Quetzal (GTQ): Visa, Mastercard and Diners.

Ruble (RUB): Visa, Mastercard, Diners, Discover, JCB and Paypal.

Yuán (CNY): Visa, Mastercard, American Express, Diners, Discover, JCB and AliPay.

Yen (JPY): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.

Korean Won (KRW): Visa, Mastercard, American Express, Diners, Discover and JCB.

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.

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

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.

All our current promotions are here, click now.

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.

Phone number:

• Mexico: 998-883-3143
• USA-Canada: 1-855-326-0682
• Brazil: 0-800-892-3371
• Argentina: 0-800-122-0384
• Colombia: 01-800-952-0705
• Spain: 900-965-224
• Chile: 800-835-016
• Costa Rica: 800-052-1715
• Panama: 800-052-0524
• Ecuador: 800-5-931-0227
• Peru: 0-800-00-642
• UK: 800-04-89-203

Customer Service hours:
Monday to Friday from 7:00 a.m. to 12:00 a.m.
Saturday and Sunday from 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@xcaret.com 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@xcaret.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@xcaret.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.

Yes, the purchase confirmation can be presented with any of these devices.

If the person making the payment is not the same person who will visit the park, it will be necessary to present the following documents at the ticket booths:

• Purchase coupon
• Official ID of the visitor on the reservation (original)

In case of purchasing transportation it will be necessary to present the documents before boarding the bus.

No, the park does not have a daycare. The minimum age to enter is of 5 years old. Children from 5 to 11 pay half the price.

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 foto@xcaret.com and choose one of the options to search your photos. Remember that pictures are saved in our database for 30 days after your visit. For further support information contact our photograph department at foto@xcaret.com

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, at the Stalactite River Swim, the use of life jackets is mandatory. You can also enjoy the rivers without swimming in other activities like Rafts or the Underground Expedition.

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 47 in (120 cm) and 25 in (65 cm) around each leg. In the case of children, the harness must fit properly and have a minimum height of 3.6 ft (1.10 m). If it doesn't, for their own safety, they won't be able to do the activity.

The Rafts circuit is 342 yards long. The Underground Expedition is an 800-yard journey through underground rivers, caverns and jungle paths, and the entire circuit inside the Stalactite River Swim 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.

We are sorry but no. Also, some activities are not suitable for pregnant women, besides not recommended for people with fear of heights, recent surgeries, back pain, or if gets dizzy easily.

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@xcaret.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 Grupo 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.