+52 (998) 234 0855
+52 (998) 234 0855


Frequently Asked Questions

Frequently asked questions about internet-based card payment


Forms of Payment. Payments can be made by credit card; For which you must provide a copy of the credit card on both sides and copy of the card holder’s ID. Payments are accepted through pay Pal. Payments can be made by bank deposit or transfer; It will be necessary to send us a copy of the same via e-mail in advance. 


Can I pay with another person’s credit or debit card, even if she does not visit the park? Yes, as long as the day of your visit is delivered to the park lockers: a copy of the card owner’s official identification, and the copy of the credit or debit card that was used to pay. In both cases, copies must be on both sides and signed by the owner.

How much anticipation should we book and complete the payment? All activities must be booked at least 24 hours prior to departure to secure your place on the Tour.
The payment of the reservation must be made at 100% in order to process the confirmation of your request.

How do I verify if my reservation is confirmed? You’ll know because you will receive your confirmation by mail, this specifies the legend: CONFIRMED.
If you have any questions, we will gladly attend your request, you can send an email to your assigned advisor, your address appears in your confirmation.

What should I do if I want to modify my reservation? Any change of reservation is subject to availability and re-pricing . For More information, please contact your assigned reservation agent, mentioning your reservation number, or we will be happy to answer your request on the phone (52) 998 234 08 55.

Do I need to make a reservation in advance or can I buy at the box office the day of my visit? You can buy directly at the park lockers any activity at a regular price. However , if you want to take advantage of the discount, you must buy direct on the website www.parquemayatours.com with at least 7 days in advance.

Do I have to print my voucher to present it at the time of the activity? To be able to make your services valid it is necessary to present your itinerary confirmation, so we recommend you to print it to avoid any inconvenience.


What happens if the charge is duplicated for some error? If your card has a duplicate charge, you must request the cancellation and refund of the same by sending an email to ingresos@parquemayacancun.com and indicate in the title of the Mail the duplicate charge, the name to which the reservation was made and the date of Visit. Once you receive your request we will contact you when the reimbursement process starts, which must be reflected in your account from 20 to 30 working days after the start.


Are the data I’m going to provide safe?  Of course, in “Parque Maya Cancun” We work based on the provisions of the Federal Law on personal data protection in private possession, so it will seek that the treatment of your personal or sensitive data (“data”) be controlled in effect of Provide privacy and the right to self-determination of information. Therefore, we commit ourselves to be treated under the strictest security measures that guarantee their confidentiality and will only be treated for the purposes contained in the privacy Notice of Parque Maya Cancun. We suggest reading it; Since the contribution of data by any means, constitutes the acceptance of this notice of privacy. The data may be transferred, shared and/or ceded to subsidiary companies, subsidiaries, affiliates and suppliers of Parque Maya Cancun within national territory or abroad for commercial purposes, identification, contact, as well as for Provision of contracted services and better understand the needs of our clients and achieve a better service.


Do I need to present my identification at the time of the activity?  If, to identify yourself it will be necessary to present at box office the following:
• Official identification (or copy) with photograph of the credit card holder with which the payment was made.
• Official visitor Identification (original) on reservation.
• Printed purchase receipt If the person attending is not the same as the one who made the payment.
• Access coupon to the tour sent to your mail.
• Signed credit card (or copy) with which the payment was made.


What are the reimbursement policies?  At the time of booking, the refund policies applicable for the tour or the specific terrestrial transportation will be sent in writing when you receive the confirmation of your reservation.
All reimbursements for either the reduction of the number of participants, the total cancellation of the reservation, or any other reason may be subject to an administrative fee of 10% on the total amount paid for the services.; If they are cancelled with 3 days or more before the date of the service.
Reservations cancelled from 2 to 0 days before the date of service, or in case of not appearing at the meeting point agreed to start the tour or to take the transport to the place where you take the tour, will not be reimbursed.
The total refund of the amount paid will be reimbursed by the means that best suits the agency, deducted the transaction costs incurred by the manoeuvre.


Do all tours include transportation?  Not all Tours include transportation; If the tour includes transportation or you requested at the time of booking on our site, you will be confirmed by mail; subject to transportation at the hotel where you are staying; otherwise you will be provided the transportation in the Nearest hotel.

How do I know the transportation schedule for my tour?  At the time of confirmation of your reservation request to your mail, you will be provided the transportation schedule of the hotel where you stay if there is or otherwise, you will be given a transportation schedule at the nearest hotel. If you do it through our contact phones, the booking agent will inform you if there is a timetable at the hotel where you are staying or you will be confirmed the transportation at the nearest hotel.


Do the prices include taxes? All Tours prices are quoted in U.S. dollars and include 16% VAT. In case of paying in Pesos, the exchange rate of the day in which the payment is made will be applied.

Do you bill for my purchase? If you require invoice, please provide the billing data.
We have electronic billing. You can request your invoice from the day of your purchase or payment; Until the last day of the current month. For purchases or payments made in December You can only request your invoice until the 31st of December of the CURRENT year, not “extendable” no matter the service to be enjoyed in the following year.

How do I make my e-billing? To request your invoice please send your information to the following email: ingresos@parquemayacancun.com, once you receive your request, your invoice will arrive 48 hours later to your email.


How can I make the discounts valid when I make my purchase via the website? The discount you make valid when you buy more than 7 days in advance of your date of visit.

I went to the park and I could not buy my photos how can I purchase them? If you want to buy your photos, just click here and follow the instructions on the page http://photos.parquemaya.com/
Remember that the photos remain in our database up to 15 days after your visit. For any information, please contact the photography department at fotografia@parquemayacancun.mx

What are the hours to call the customer service center? Office hours are 8 am-8 pm Monday – Sunday.

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