FAQs

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.

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 depending on the currency chosen in our websites. In the case of Mexican Pesos (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 and Sofort.
• Pound Sterling (GBP): Visa, Mastercard, American Express, Diners, Discover, JCB and Paypal.
• Nuevo 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.

To see the promotions Xavage has for you, click kere.

Yes. If you are Mexican, you get a 10% discount by using the code PROMOMEX at the time of your purchase. To validate this discount, each visitor must show an ID to verify their nationality as Mexican (IFE, INE or Passport).

Only FM2 or FM3 are acceptable for foreigners residing in Quintana Roo.

Sorry, there aren't any discounts for travel agents in Xavage.

Yes, there are special discount for people with disabilities, only valid at the park's ticket booths.

There aren’t any discounts for students or teachers.

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

At the moment of making your purchase and clicking on “Pay”, a coupon will be sent to your email which indicates your purchase was made successfully. You must print the coupon and bring it to the park’s ticket booths, along with an official ID and the credit card used to make the purchase.

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

It is not necessary to book in advance, it is possible to buy any of the different types of tickets directly at the ticket offices. However, when making your purchase online through our websites you get a 10% off when making your reservation with a minimum of 7 days in advance of the date of your visit. And if you make your purchase with 21 or more days in advance, you get a 15% off.

No, admission tickets for one park are not exchangeable for others.

Sorry, the tickets for any of the parks are non-transferable.

You can purchase with a credit or debit card, or with PayPal.

Yes, you can buy with someone else's card as long as you provide at the park’s ticket booth 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 on both sides and signed by the cardholder.

If you do not have a credit card to buy your park admission or tour, you can pay by electronic transfer or by cash deposit. For this last option, you must make your payment at any Santander bank in Mexico and within a maximum period of 72 hours, from the conclusion of the reservation process and have confirmed your data. Months without interest do not apply.

You can also send an email to cotizaciones@xcaret.com indicating the number of adults and children, the date of visit and the type of ticket 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 (without transportation) 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 admissions, 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. 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 email 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, call Customer Service and one of our agents will support you.

The park doesn't close for bad weather, only in case of a tropical 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 and it has a guarantee against bad weather valid only 24 hours in advance. Changes are not permitted on the day of your visit.

Xavage is located on the Chetumal - Puerto Juárez highway, km 338 in the municipality of Benito Juarez in the state Quintana Roo, 25 minutes from Cancun’s hotel zone and 35 minutes from Playa del Carmen. You can arrive by car, taxi or by purchasing the tour which includes round-trip transportation from the comfort of your hotel. It’s neighbour to Xoximilco.

Yes, you can get by bus to Xavage from Cancun. ADO has a daily departure at 9:45 a.m. and returning at 5:30 p.m. We recommend you to purchase your tickets in advance.

If this occurrs, please call Customer Service and we will ask you for the name that appears on your reservation and your coupon's number, then we will send the coupon to your email. 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.

No, you must present the printed coupon.

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)

Yes, restrooms and changing rooms are located throughout the park with suitable spaces so you can change clothes comfortably.

No, we recommend you bring one with you.

The use of closed shoes or water shoes is mandatory for the Rope Circuit and Monster Truck activities. Also, you should wear Bermuda shorts, T-shirt, and a swimming suit. We recommend you to bring a change of clothes and a towel.

Most activities in Xavage involve having your hands occupied and your camera might fall and break. Foreseeing this, your helmet is equipped with a built-in chip that activates the cameras that are installed for all the activities. Remember to smile when you come across any of the 71 Xelfie spots. You can buy the photos at the photo store by the end of your visit.

We have lockers where you can keep a backpack with all your belongings.

If you don’t go on the day of your visit, you can change the date within a period of one year from the date of purchase, giving notice 24 hours in advance. Your 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.

Yes, most of the park is accessible for wheelchairs. There are also wheelchairs for rent at the park.

To avoid affecting the natural balance of the ecosystem, only the use of chemical-free sunblock and sunscreen is allowed in the park.

It will depend on the time you take on each one. You can perform the activities of Kayak and Ropes Course very fast or very slow. Xavage Zip-line lasts a few minutes, Jet Boat has a duration of about 35 minutes, Monster Truck of 25 min, and Rafting of 45 min.

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.

The longer route is 1,039 yd (950 m) long; the shorter is 765 yd (700 m). You will go at your own pace.

Yes, it´s mandatory to present a driver´s license for this activity. Only adult individuals aged 18+ are allowed to drive. If you’re a minor, you can ask an adult to drive you. The minimum height for the driver is 5.2 ft (1.6 m) and for the passenger is 4 ft (1.2 m). You need to confirm your age by showing a valid ID.

The vehicles are limited to two people.

The activities at Xavage are not recommended for pregnant women, nor for people suffering from acrophobia, claustrophobia, epilepsy, asthma, hypertension, diabetes, or with neck and/or back problems, with recent surgeries or a history of heart disease.

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.

Physical conditions that allow you to climb on ropes, walk over hanging bridges, paddle in kayaks, rafting in whitewater rapids, as well as endure high-speed, change of directions, and sharp turns on a Jet Boat.

Inside the park you will find lounge chairs for you to rest and relax.

The entry of food and beverages into the park is not allowed.

Yes, when you go to the Embarcadero 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.

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 assist 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 Customer Service 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.

The exact pick-up time will be confirmed when making your purchase. It is essential to be there 15 minutes before the time of pick-up. Please call Customer Service if you want more information about your transportation. It is important to confirm your transportation service at least 48 hours in advance.

The time will depend on the location of your hotel, so we can’t give you an exact time.