Q: What is Top Cozumel Tours’ policy on canceling a reservation?
A: You have the flexibility to change or cancel your reservation up to 24 hours before the scheduled tour departure, with no penalty and a full refund. However, if you cancel within 24 hours of the tour’s start time, the booking becomes non-refundable. This policy ensures a fair and transparent process for all our guests.
Q: Does Top Cozumel Tours provide pick-up service from my cruise port, hotel, Airbnb, or if I’m coming from Playa del Carmen?
A: Some of our tours include convenient pick-up and drop-off services throughout Cozumel, including the downtown area and key tourist spots. Be sure to check the “Meeting Point” information in the Tour Description to confirm if pick-up is available for your specific tour.
Q: How do I locate the pick-up point for any tour offered by Top Cozumel Tours?
A: After booking, you’ll receive detailed pick-up instructions in your confirmation email and e-ticket. You can also find this information under the “Pick Up” section in each tour’s description on our website.
Q: In what currency will I be charged when I purchase a tour?
A: All transactions with Top Cozumel Tours are processed in Mexican Pesos (MXP). The exchange rate is clearly displayed during checkout so you can see the exact amount before finalizing your payment.
Q: Can I reserve a tour now and pay when I arrive?
A: You’re welcome to secure your reservation by paying either a 50% deposit or the full amount at the time of booking. If you choose the 50% deposit option, you can pay the remaining balance upon arrival using cash or any major credit card. Alternatively, you may settle the balance by credit card before your tour date—just let our staff know. For your convenience, both U.S. Dollars and Mexican Pesos are widely accepted.
Q: How secure is my credit card information when I book a tour on your website?
A: We take your security very seriously. Our website works with reputable, state-of-the-art payment providers to ensure that all transactions meet the highest security standards. We also use advanced encryption technology and strict security protocols to protect your data from unauthorized access. You can book your tour with peace of mind, knowing your personal and payment information remains safe throughout the entire process.
Q: Will I receive proof of my booking for the tours offered by Top Cozumel Tours?
A: Yes, you will! After confirming your reservation, our system automatically generates an e-ticket and sends it to your email. It might take a few minutes to arrive, or sometimes it may end up in your spam folder, but rest assured, you’ll receive it. This e-ticket is your official confirmation and guarantees your place on the tour.
Q: Should I bring cash for my tour?
A: We suggest carrying a bit of extra money for souvenirs, photos, or any additional services not covered in your booking. This way, if you spot something interesting or decide to enhance your experience with on-the-spot purchases, you’ll be prepared.
Q: Is returning to my cruise ship after the tour guaranteed?
A: Absolutely. At Top Cozumel Tours, we carefully schedule each tour to match your cruise timetable. We’ve never left a Guest behind, and we don’t plan to start now! Your timely return is always our priority.
Q: Do you operate according to cruise time or Cozumel’s local time?
A: All our tours follow local Cozumel time. We recommend keeping that in mind when leaving your ship to ensure you arrive on schedule.
Q: What happens if the weather isn’t suitable for touring?
A: Your safety is our top priority. If conditions prevent us from running a tour safely, we’ll do our best to reschedule for a later time or another day—if you’re staying longer on the island. For cruise ship passengers who can’t reschedule, rest assured you’ll receive a full refund. We want you to have both a safe and worry-free experience.
Q: What if my cruise ship arrives late or misses the port entirely?
A: We keep a close eye on ship itineraries and are prepared to adjust your tour start time if your ship arrives late or changes schedules. In the rare event your ship cannot dock at all, or there’s no way to reschedule, we’ll provide a full refund. Your convenience and peace of mind matter most to us.
Q: Why do you ask for the name of my ship and cruise line, hotel, or where I’m staying?
A: We request those details so we can track your arrival and departure times, especially if there are last-minute changes. This helps us adapt the tour schedule as needed and ensures everything goes smoothly—no matter which ship or hotel you’re coming from.
Q: What should I bring along for my tour?
A: We recommend comfortable clothing, a swimsuit, sandals or sneakers, a hat or cap, sunglasses, a towel, and sunscreen. And don’t forget to bring a bright smile for all your vacation photos! Having these items will help make your adventure with Top Cozumel Tours even more enjoyable.