Like lots of other small agencies in Playa del Carmen we do not have an office there. You can reach us by mail or WhatsApp. For a better planning of your tours please contact us 6 to 8 weeks ahead of time - the earlier the better. If you are already here we will do our very best to find the best dates for your tours.
WhatsApp + 52 984 104 39 10
8. What happens if the weather forecast is bad ?
Many agencies continue their tours through wind, rain, and coldness. The well-being and above all, the safety of our guests is our top priority. You should spend a wonderful day and therefore, we postpone the tour if possible in case of bad weather or too much wind/waves. If there will be no other possibility to postpone the tour, we cancel it completely. We check various weather reports in advance and decide in the evening before the tour, whether the trip can take place or not. However, we are no meteorologists so we cannot guarantee the weather conditions. If the weather is very bad in the morning, it may be that we cancel the tour in the morning. Every guest should check their messages for changes in pick-up times or tour cancellations in the morning before the tour starts. All participants will be informed via WhatsApp or (if you do not have Whats App) by a message on the hotel room. However, we are not liable for any weather deterioration during the tour. There are no refunds.
17. Exotic / Dangerous animals
Mexico has a subtropical climate, Quintana Roo is mostly overgrown with jungle. Most of our tours take place directly in or near the Jungle. Due to this, we cannot ensure the absence of exotic animals like snakes, spiders, or similar animals. We have done all of our tours several times and have never had any direct contact with any dangerous animals (Jaguars, etc.). Don't be afraid.
18. Payment and money exchange
It's better bringing small US
Dollars for the first days of your stay at the hotel (for the bell-boys, cleaning ladies, taxi, etc.). If you want to withdraw money from an ATM, please make sure you use an
ATM of a bank, not one on the street (sometimes these ATMs are arranged to spy your data or to take your card). The ATM'S in the banks are open at any time. There are a lot of
options of changing your money to pesos, usually you can change money in the hotels. Check the rate before changing your money anywhere first. If you want to withdraw money at
the ATM of the hotel, first check how high the extra fee is, sometimes the hotels charge a huge amount of extra fees. The extra charges at the banks are much
Please make sure you talk to your bank first to unlock your bank card for Mexico. There are maximum amounts of cash that you are allowed to withdraw per day on every ATM here (usually this sum is between 6.000 and 15.000 MXN).
19. How I can contact Santi Tours ?
After you have received the confirmation of your booking, you will be added to an extra WhatsApp group. There, you will receive your pick-up times and all further information one day before the actual tour. Please let us know your room number as soon as you arrived in the hotel in this WhatsApp group. In case your internet isn't working (normally every hotel offers free Wi-Fi in the lobbies) you can call us from reception with the following number: 984 - 104 3910 or 984 - 188 5040 or you can contact us through e-mail: firstname.lastname@example.org.
20. Where do I find Santi Tours in Playa del Carmen ?
Like a lot of other small agencies, we don't have any office in Playa del Carmen, we work from our home office. You will not be able to find any information about us in the hotels due to the fact that big agencies offer their tours in the hotels. We, as a small family ran agency are not allowed to put any advertising in the hotels. You can contact us at any time (e-mail, WhatsApp, etc.) and we will answer you as soon as possible.
21. When I can reach Santi Tours ?
We are working in the office from Monday through Saturday from 8am to 6pm (Mexican time). Very often, we also work on Sundays. It is possible that you will receive an answer at a more later time than usual because we are on tour almost every day and often there is no signal (on islands, nature reserves, etc.). Please leave a message, we will write you as soon as possible!
If your pick-up is before 7:30 am, you will receive a whole-grain breakfast roll on the bus in the morning with the topping you have ordered in our guest form (except of the Bacalar Tour). In case you need more food for your breakfast, you will have to bring something else from the hotel. You also have the possibility to buy something else at our coffee-stop. Coffee, tea, or any other kind of wishes are not included in our price. Please bring some extra money in case you want to buy anything.
23. Sun tanning lotions, Mosquito spray, After-sun gel, etc.
Biological degradable sunscreen is no provision, but Santi Tour recommends all guests using this kind of sunscreen to protect the coral reef and the animals. It is not allowed to use insect spray or sunscreen directly before going to swim. In a lot of cenotes, you have to shower before going into the water (in most of the cenotes and especially in the nature reserve they have a lot of control).
The Mexican insect spray does a better job than any other European or American insect spray. Please understand that we cannot offer you any of our own insect sprays just to try them. You can buy the biological degradable sunscreen "Kiin Sun" and the Mexican insect spray in our shop. Just let us know when you book the tours with us. Furthermore, we offer more products like the biological Aloe Vera after-sun gel (which does an amazing job when you have sunburn or reddened skin), our delicious Tequila and more interesting articles. Feel free to check what we have.
24. Necessity of children ID
We have the demand of all parks, boats, etc. to forward the correct ages of all children traveling with us. The ID is just an intern information, it will be treated confidential and will not be given to other people. We had some guests in the past that gave us false information about the age of their child, trying to get a higher discount. That is why we want to insure ourselves about the correct age of all children. You can send us the item through e-mail or through WhatsApp. We don't need the ID during the tour so please leave them in the hotel in your safety box so you won't lose it. Thank you for your understanding.
25. Can kids
take part in the tour?
From our point of view, there are only very little requirements for kids taking part at our tours. Please inform yourself about the particular tour at "Attention" beneath every one of our tour explanations. Keep in mind that the temperature and the air moisture here in Mexico is very high and especially our archaeological guides could be very stressful for your kids. For us, as adults some parts of the tour could be no problem while the kids torture themselves through this part. On all of our tours, we had children of different kind of age groups and every child reacts different. Especially kids who are in a bad health should not have to be forced to do a full day tour during this heat. We cannot tell you whether the tour is interesting and doable for your child or not. It depends on the interests of your child and also of the attitude of the parents. You know your kids best and know what you can expect from them.
26. Are there
To show respect for the culture, we ask you to wear clothes and to not enter the ruins, pyramids, and temples with free upper body or bikinis. Your shoulders and knees do not have to be covered (shorts and a t-shirt / top is enough). For climbing the pyramids in EK Balam and in Coba, you need solid, closed shoes,or sandals. For security reasons, we cannot let anybody climb the pyramids with flip flops. For our Jungle Tours (Coba, Punta Laguna, Jungle Kick), you should have solid, stable shoes, or sandals. We will inform and remind you in our WhatsApp Groups the day before the tour what kind of shoes you need. For the horseback riding in Holbox you need long trousers and firm footwear, due to the saddle or the stirrup could grind and for protection against the insects.
During the tour you have the possibility of smoking. Please make sure you do not disturb other guests. In the ruins, the temples, and in our buses it is prohibited to smoke. You have the possibility of smoking on our boats, please take into consideration other guests while smoking. We have ashtrays for you, please do not throw the cigarettes into nature. Thank you for understanding.
28. Using of
sprays, cremes, etc.
Please do not use insect sprays, sun cream, or similar products in our tour buses. You have enough time for using all the products outside of the bus. We also ask you to treat our tour buses in a good way so other tour guests also have the possibility of traveling as comfortable as you do. Therefore, please do not sit on the bus directly after using sunscreen, after sweating a lot, wearing wet bathing suits, or with free upper body, but rather place a towel beneath you and wear a shirt / top. Impurities of the seats will be charged after the tour.
29. Food and
drinks during the tour
Every tour that begins before 7:30 am, contains a breakfast bun and lunch, including one drink. During the whole tour, we offer soft drinks, water, and beer. Every guest has the possibility to buy tea, coffee, or little snacks during our coffee stop in the morning. Normally, our included food is enough for our guests but some people are hungrier than others. We recommend you to eat a small snack before the tour starts, due to the fact that the meal time could be different than your usual one . A slightly filled stomach prevents circulation problems, which could take place because of the high temperature or air moisture.
30. How much
money on tips should I give?
This is a very often asked question of our guests, it is difficult for us to answer this question because you and your heart have to decide how much you would like to give. Tips are seen as a rating of their work from people working as tour guides, drivers, captains, waiters, etc. Keep in mind that the people here get just a small salary, the payments here are absolutely not comparable with the salary of your countries. By giving a tip, you show the people that you appreciate what they did and how happy you were with the service. Big travel agencies recommend their guests to give 10% of the tour costs (half of this for the driver and half of this for the guide). We want you to decide yourself how much tip you would like to give to the people who support us during our tour.
31. I wasn't
happy with my tour , what should I do?
Every person is a different individual and everybody has a different type of liking. That is why some people are very happy with the way the tour went and others may not feel the same way about it. In case the tour does not meet your expectations, please let us know directly after the tour and talk to us. This is the only way we can react and find the correct solution. Sometimes, it is not possible to fulfill the transformation directly after you talked to us. We take all critics very seriously and will think about how we can change it in future.
Children are only allowed to travel when they are accompanied and supervised by an adult. Parents are fully responsible for their children (animals are prohibited). People under the influence of alcohol or drugs will not be supervised by us. Heavy pollution of the tour bus will be charged with a cleaning fee of 60 USD. Any illnesses or impairments (e.g. heart problems, pregnancies, severe back problems, performed surgeries, etc.) have to be communicated with us before the tour starts.
33. Why does
the welcome to the jungle tour does not have any discounts?
We work with external providers and cannot compensate for the prices. However, the tour count in the order of the 5% and 10%.