8. What happens if the weather forecast is bad ?
Many agencies continue their tours through wind, rain and cold. The wellbeing 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 pickup times or tour cancellations in the morning before the tour starts. All participants will be informed via Whats App 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 is no refund
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 by the Jungle. Due to this we can't ensure the absence of exotic animals like snakes , spiders or similar animals. We have done all our tours several times and have never had any direct contact with any dangerous animals (Jaguars etc.). So don't be scared :-)
18. Payment and money exchange
It's better bringing small US Dollars for your first days of your stay at the hotel (for the bellboys, cleaning ladies, taxi etc.). If you want to withdraw money from a 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 ATMS in the banks are opened 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 less.
Please make sure you talk to your bank first to unlock your bank card for Mexiko. There are maximum amounts of cash that you are allowed to withdrawl per day on every ATM here (usually this sum is between 6.000 and 15.000 MXN).
19. How I can contact SANTI TOUR ?
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 WIFI in the Lobbies) you can call us from reception with following number: 984 - 104 3910 or 984 - 188 5040. Or you can contact us per e-mail with firstname.lastname@example.org.
20. Where do I find SANTI TOUR in Playa del Carmen ?
Like lots of other small agencies we don't have any office in Playa del Carmen - we work from 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 familiy run agency are not allowed to put any advertising in the hotels. You can contact us any time (e-mail, WhatsApp etc.) and we will answer you as fast as possible.
21. When I can reach SANTI TOUR ?
We are working in the office from Monday to Saturday from 8 am to 6 pm (Mexican time). Very often we also work on Sundays. It is possible that you will recieve an answer a more late than usual because we are on tour almost every day and often there is no signal (on islands, nature reserves etc. where we do not have signal). Please leave a message, we will write you as soon as possible !
22. Breakfast buns
If your pick-up is before 7:30 am, you will receive a wholegrain breakfast roll in the bus in the morning with the topping you have ordered in our guest form (exept 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 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 sun screen to protect the coral reef and the animals. It's 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 controls).
The mexican insect spray does a better job than any other european or american insect spray. Please understand that we can't offer you any of our own insect sprays just to try them.
You can buy the biological degradable sun screen 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 sunburnt or reddened skin), our delicious chili sauce Chipotle 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 travelling with us. The ID is just an intern information, will be treated confidential and will not be given to other people. We had some guests which gave false information about the age of their child, trying to get a higher discount. That's why we want to insure ourselves about the correct age of all children. You can send us the item per e-mail or per 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 of 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 of our tour explanations. Keep in mind that the temperature and the air moisture here in Mexico is very high and especially our archeological 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 shouldn't have to be forced to do a full day tour during this heat. We can't 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 and what not.
26. Are there dressing standards?
To show respect for the culture we ask you to wear clothes and to not enter the ruines, pyramids and temples with free upper body or bikinis. Your shoulders and knees don't 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 can't let anybody climb the pyramids with flip flops. Also 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 don't disturb other guests. In the ruins, the temples and in our busses it is perhibited to smoke. You have the possibility of smoking on our boats. Please take care of other guests while smoking. We have ashtreys for you, please don't 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 busses. You have enough time for using all products outside the bus. We also ask you to treat our tour busses in a good way so other tour guests also have the possibility of traveling as comfortable as you do. Therefore please don't sit in the bus directly after using sun screen, 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 with start 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 even more hungry than others. We recommend you to eat a small snack before the tour starts, due to the fact that the mealtime could be a 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 tips should I give?
This is a very often asked question of our guests. It's 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. Also 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 individuell and every body has a different type of taste. That's why some people are very happy with the way the tour went and others may don't feel the same way about it. In case the tour doesn't 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 isn't possible to fulfill the transformation directly after you talked to us. We take all critics very serious 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. Persons 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 commuicated with us before the tour starts.