live the experiences with us

Cancellation and reservation policies

Wow Experiences offers the most popular activities in Cancun and the Mayan Riviera.  We try to offer unique experiences which requiere you to book in advance.

Cancellations and Changes

Once you receive a confirmation email, your reservation will be  guaranteed. In order to maintain our commitment to all guests, Wow Experiences has a strict cancellation policy:

Individual Reservations

  • No shows or late arrivals – no refund

Group Reservations

  • Less than 15 days prior to excursion date – date changes will be accepted without refunds
  • No shows or late arrivals – no refund

Changes to your reservation or cancellations can be requested via email to  All changes are subject to availability.


Changes or cancellations do not apply. No shows and late arrivals do not apply for any refund.

Important Notice for Cruise Ship Guests

Due to the restrictive and changing schedules of each cruise line, make sure to book your shore excursions through your cruise line agent – please do not book online. By booking through your cruise line directly, you will be guaranteed the best schedule as well as smooth transfers to and from your tours.

Charges to your Card

Your credit card will be charged as soon as your Wow Experience activity is confirmed — typically within 24 to 48 hours of your reservation. If the date you choose is unavailable, Wow Experiences will contact you to offer an alternative date and confirm this with you prior to charging your credit card.

Prices and Exchange Rates

All prices are quoted in US dollars but charges will be made to your credit card in Mexican Pesos. We use the bank exchange rate of the day so that your bank statement reflects the published dollar price.

Credit Card Safety wants you to feel safe when making a secure reservation online. For this reason we use Secure Socket Layer (SSL) technology to encrypt your credit card number and other sensitive information when you book online. This process of encryption prevents unauthorized individuals from viewing your information and it is securely transmitted over the internet. Once received, your credit card information is not transmitted over the internet again.

On the day of your tour, you MUST bring your credit card and another form of personal ID for your check in. If the cardholder is not able to be present any of these at check-in, contact a Wow Experiences representative immediately to receive important special instructions concerning your check-in process


Changes and cancellations are accepted with a minimum of 48 hours in advance, otherwise the refund will not be made.
otherwise the refund will not proceed and the payment will be in favor of Wow Experiences.


Private Airport Transfers (Arrivals)
Our driver will be at the pick up location with a sign with your name and the Wow Experiences logo, please disregard other drivers and/or transportation services, if you boarded another
Please disregard other drivers and/or transportation services, in the event that you boarded another transportation service, there will be no refund.
transportation service, there will be no refund.
Waiting Time (Departures)
Wow Experiences offers a waiting time of 15 minutes, time without additional charges, after 15 minutes,
we will contact you via text message or whatsapp, verifying your departure, if we do not receive a response,
we will leave a NO SHOW notification with the buttons and you will be charged for the full service.


Cancellations and changes are accepted with a minimum notice of 48 hours prior to the service. Refunds (if applicable) will not be
refund (if applicable) will not be valid for cancellations less than 48 hours before the activity or if the client does not show up at the indicated time (NO SHOW).
the indicated time (NO SHOW).
A minimum of 48 hrs. is required for any change of dates for any of the following tours: Xcaret, Xel-ha, Xenses,
Xavage, Xplor, Xplor Fuego, Xenotes, Xoximilco, Xichen Classic, Xichen Deluxe.
reimbursement is not applicable since our supplier Grupo Experiencias, only accepts changes of dates, so the ticket would remain with an open date to be used later.
open date to be used at a later date.
For activities such as Swim with Dolphins Jungle Tour, Isla Mujeres Tour and Coco Bongo, a minimum of 7 days is required to give notice of cancellation or change of dates.
notice of cancellation or change of date, otherwise there will be no refund and the amount paid will be in favor of Wow Experience.
in favor of Wow Experiences


The deposit/payment is non-refundable unless the tour/excursion is cancelled by us due to extreme weather conditions or unforeseen
extreme weather conditions or unforeseen problems in case our official weather reports forecast extreme weather (e.g.: non-seaworthy winds, hurricane, etc.).
forecast that the weather is extreme (e.g. unseaworthy winds, hurricane, etc.), our team will
will contact you and offer you possible alternatives.
In all cases of cancellation or refund a 15% penalty percentage is considered for administrative and banking issues.
administrative and banking issues.

“Wow experiences” is not responsible for the loss of departure flights of any of our clients, in case of weather contingencies, demonstrations, blockades or any other incident that prevents them from arriving on time to board the plane.

Thank you for choosing Wow Experiences!

If you have any questions regarding these policies, contact: