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Frequently Asked Questions
What to know before booking your yacht or experience in Cancún and the Riviera Maya.
How do I book, and when is my reservation confirmed?
We help you select the yacht that best suits your group and occasion, then confirm availability for your preferred date and departure time. Once availability and the booking conditions are confirmed, we arrange payment. Your reservation is confirmed when your concierge acknowledges receipt of the required deposit and sends your booking confirmation. Submitting an inquiry alone does not confirm a reservation. Crew gratuities are not included and are at your discretion, according to the service received.
How much is the deposit, and when is the balance due?
A 30% deposit is required. If paying the balance by bank transfer, payment must be completed at least 48 hours before departure. If paying in cash, the remaining balance is due when you board. Your concierge will confirm the payment instructions before you pay.
What is included in the price, and what costs extra?
Your concierge will quote the yacht for your selected number of hours and identify the marina’s dock fee. In many cases, the dock fee must be paid separately in cash at the marina; this depends on the marina’s policies. Food, drinks, equipment and other inclusions vary by yacht. Review your itemized quote for what is included, what is payable separately and the total amount. Crew gratuities are additional and optional.
What happens if I cancel, arrive late or do not show up?
Cancellation penalties generally range from MXN 5,000 to MXN 15,000, depending on the yacht, and are deducted from your initial payment. Your concierge will provide the applicable penalty before payment. Your charter time begins at the scheduled departure time, even if you arrive late. If you notify us in advance and the yacht has no following booking, an extension may be possible, subject to the operator’s approval; it is not guaranteed. If you do not show up, amounts paid are non-refundable.
What happens if it rains or the Harbor Master closes the port?
Cloudy or rainy weather does not qualify for cancellation or rescheduling when the port remains open and the authorized operator can carry out the experience safely. If the Harbor Master closes the port and your experience cannot take place, we can offer another date that fits your schedule, subject to availability. If rescheduling is not suitable, you will receive a 100% refund of the amount paid for the affected experience.
Can I change the date or the number of passengers?
Date changes may be requested at least four days before departure, subject to availability and the selected yacht’s policies. Passenger numbers may also be adjusted, provided the yacht’s authorized maximum capacity is never exceeded. Some yachts have stricter conditions or different pricing for additional guests; your concierge will confirm any applicable restrictions and price adjustments before the change is accepted.
Which marina do we depart from, and how do we get there?
Departure marinas vary by yacht. During the booking process, your concierge will provide the marina details, arrival instructions and a Google Maps location. Please arrive 20 minutes before your scheduled departure. Transportation can be quoted separately on request.
Are children welcome, and what should we bring?
Yes. Children must be accompanied and supervised at all times by the adults responsible for them. Bring a towel unless your yacht’s confirmed inclusions state otherwise. Ask your concierge about the vessel’s sun-care rules: only permitted biodegradable, eco-friendly products should be used, and some yachts prohibit sprays because they can stain surfaces and make decks slippery. Product labels do not override marine-area restrictions; follow the crew’s instructions before entering the sea. You may bring your own snorkeling equipment, inflatables and children’s life jackets, subject to the captain’s safety requirements. Tell us in advance about children’s ages or special equipment needs.
Can we bring food and drinks?
Most yachts allow you to bring your own food and beverages, and many do not include catering. Your concierge will confirm the selected yacht’s rules and inclusions. We can also arrange prepaid menus tailored to your preferences or purchase requested supplies so everything is ready when you arrive. These optional services are quoted separately during booking.
Is there a concierge fee for restaurant, nightclub, beach club or excursion reservations?
We do not charge a concierge reservation fee for restaurants, nightclubs, beach clubs or excursions. You pay for the experience itself: for example, the excursion package, admission tickets, your selected table’s minimum spend, or food and drinks. Any venue charges and booking conditions are confirmed in advance. Our relationships with managers, owners and venue teams help us request the best available table and options for your occasion, subject to availability and the venue’s final allocation. One WhatsApp number connects you with all the services and reservations we arrange across our destinations.
The specific conditions for your yacht or venue will be provided before payment and recorded in your confirmation. Read our Terms and Conditions.