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FAQ

if you cannot find your destination on our list, please contact us

Booking a Transfer

You can book it by just typing the Keyword CONDO and choose the correct location from menu (Address, Hotel, Hostel, House or other location) them make sure to write the address and the name of hotel, condo or house on the comments section.

Drinks Questions

Sure we are offering the option to pre order drinks, which you can do when making the reservation here on our website and we also offer Sun screen, Aftersun & Insect Repellent (which is biodegradable, reef friendly which you can use on all the tours in the area)

Methods of Payment

Transfers can be paid with US Dollars or Pesos MXN, Please check our pricing table, you can also pay in Pesos. Check with your driver for the updated exchange rate if paying in pesos

CANCELLATION POLICIES:

For transfers: Reservations cancelled 15 days or more prior to the tour date are subject to a charge of 10%, 14 to 4 days before date of arrival is a 20% charge. Reservations cancelled with 3 days or less before the date of the transfer, or in case of no show, will not be refunded.

For tours: Reservations cancelled 15 days or more prior to the tour date are subject to a charge of 20%, 14 to 4 days before date of arrival is a 50% charge. Reservations cancelled with 3 days or less before the date of the tour, or in case of no show, will not be refunded.

Airport and transfers

We are only able to offer a transfer for people arriving on the same flight due to the permit we have with the airport

We can provide a shopping stop in any store on the way to your hotel... At the price of $30 usd or $600 pesos mxn per hour (Which must be pre booked)

Cancun City/Hotel Zone : It all depends on traffic conditions and weather. The trip generally takes ½ hr to 45 minutes.
Playa del Carmen : 1 Hour.
Akumal : 1 1/2 Hrs.
Tulum : From Cancun to Tulum the drive is around 2 hours.

We can have car seats on board of our vehicles (when requested), company employees are not allowed to secure car seats on the vehicle, this must be checked by customers due to insurance regulations.​ BUT we can never guarantee having it for you. It is 99 % for sure but sometimes flights are delayed, traffic, changes in schedules etc and the vehicle with the child seat is held up. We do our best but sometimes things are out of our control. If you MUST have one, it is best to bring yours from home. Our child seats are rated for up to 40 lbs front-facing which work in our VANs or SUVs and rear facing that work only in our SUVs. We do not have the booster-style seats and we can only 2 car seats per vehicle.

With our company regulations we will provide a car seat (when requested) so this will take up a seat, which means you must pay for the seat.

The closest point you can be picked-up is the ferry dock in Playa del Carmen.

Yes, our airport shuttle provider will deliver you to the ferry dock in Playa del Carmen.
NOTE: If you require transfer to Playa del Carmen ferry docks select "Playa del Carmen" as your drop off location in the drop down field when booking.

Please contact us through our group travel request to receive more detailed information click on CONTACT US.

All drivers are experienced drivers with federal permissions.

Yes, a maximum of one medium sized luggage and 1 small hand luggage per person are permitted without extra charges.

No, you can book a one way transfer only, but depending on the shuttle it might be that you will have to pay for a round trip.

Sure, our airport shuttle provider will be at the airport until the last flight arrives.

We will wait for you until the plane lands, we monitor the arrival flights. (also if there is any changes while you are here like change of airlines or times, please email us back to the confirmation email to let us know so we can make the change asap)

We use air conditioned SUVs with a capacity of 1 to 5 people and vans with a capacity of 1 to 10 people.

No... All our transfers are private... Also we only offer transfers to people landing on the same flights, just incase of delays as this can cause problems. So we are unable to wait for others or go from terminal to terminal…

The charge is per vehicle , not per person . If there is 1 to 5 people on the vehicle you will pay one rate, if there is 6 to 10 people on the vehicle you will pay a different rate. Also we only offer transfers to people landing on the same flights, just incase of delays as this can cause problems. So we are unable to wait for others or go from terminal to terminal…

Once arriving to Cancun airport you will need to go through immigration which may take longer than expected, but do not worry we will be monitoring your flight and its output terminal until you come out... After you clear immigration, Lugagge claim and customs, you will see timeshare vendors along the hall, they will try to offer free tours and assistance with your transfers... Please do not talk to them and keep walking and look for our team after you exit the main sliding door, we will be waiting there for you to come out in the waiting area ... Our team will be there holding our sign which say Cancun and the Riviera maya by Kalido travel... So please look out for a banner with our logo like on the top of your confirmation voucher you will print... From here our representative will take you to our private vehicle where our driver will be waiting to take you to the hotel.

PS please help us to come straight through to the exit doors (MARKED TOUR OPERATOR & HOTEL SHUTTLE)