How to contact us?
You can contact us in several ways:
- by e-mail: firstname.lastname@example.org
- by phone (on site) or WhatsApp: +52 984 164 37 19 (Sofie) & +52 984 120 48 14 (Steffie)
- via our contact form
- via Facebook: Tuul Luna Ecotours
- via Instagram: tuulluna
We will answer all your questions as soon as possible. (Please keep the hourly difference in mind)
How to book an excursion with us?
We ask you to fill in and send us the contact form on the website. Let us know which excursion or excursions you want to book. We will inform you as soon as possible about the availability of the data you have chosen and we will send a confirmation.
As soon as you are in the Riviera Maya, we ask you to contact us by phone or WhatsApp at the latest the day before the tour. (+52 984 164 37 19 or +52 984 120 48 14). Local numbers can be called free of charge in most of the hotels. In this conversation we ask you to give us your room number (we need this to be able to drive to the reception) and we will confirm you the time for the pick-up (= the time when you will be picked up by us) in your hotel or other place of residence.
How and when should the excursion be paid?
To confirm your reservation, we ask you to transfer a deposit of 50% to our account. The remainder can be paid on the spot in cash when boarding the transport. You can choose in which currency you pay, but our fixed prices are in euros. If you pay in pesos or US dollar, the price depends on the exchange rate of that day. It is not possible to pay by bank card on the bus. If you prefer not to take so much cash with you, the total amount can also be paid into our account at the latest 24 hours before the trip. All this without additional costs. When you book a tour, we will provide you with all our bank details.
What is the price of a tour with less than four participants?
An excursion with less than 4 people automatically becomes a private tour. You can contact us to prepare a quotation. If you make new friends on the spot and convince them to join you on a trip, you will receive the regular price! 😉
What discounts can be obtained on our excursions?
• Children up to and including 4 years pay only 15 euros transport costs. For safety reasons, a seat is provided for them on the bus.
• Children from 5 to 12 years old (including 12) receive a discount of 30% on the adult price on our house tours *.
- * Tulum and cenote
- Coba and the spider monkeys
- Ek Balam and Valladolid
- Chichen Itza and Maya village
- Mayan vibes
- Whale shark
- Contoy and Isla Mujeres.
I have booked a hotel in Cancun. Can I also be picked up at my hotel in Cancun?
Yes! The hotels in Cancun are an hour away from most of the places we visit so there is an additional transport cost of 10 euros per person.
This transport cost applies to all excursions with the exception of: Contoy and Isla Mujeres, Whale shark.
What is the cancellation policy?
If you cancel 48 hours before the tour departure, you will be refunded the full amount. If you cancel the tour less than 24 hours before tour departure, there will be no refund of the deposit as it is still difficult to refill these seats at that time and we already have to bear the costs of transportation, guide, etc.
If you present a valid doctor’s certificate, you will be refunded the full amount.
Please notify us by phone in case of a last-minute cancellation.
What time do we leave on an excursion?
For our excursions, we wish to arrive at the archaeological sites around opening time. This is to avoid the large influx of people and the afternoon heat. We are convinced that leaving earlier leads to a better appreciation of the environment and also leads to more beautiful photos.
The day before the trip, we will let you know by telephone (or WhatsApp) at what time you will be picked up at the hotel. This hour depends on the location of your hotel or place of residence and depends on the number of participants on the tour. Most pick-up times (the hour when you are picked up by us at your hotel) are between 5:30 AM and 7:30 AM.
How big are the groups?
Tuul Luna Ecotours guarantees a personalized approach and that is why we resolutely opt for small groups. We do not allow more than 10 people per excursion with the exception of the Contoy and Isla Mujeres excursion.
We opt for small groups because we believe that in a large group, a lot of information and especially time is lost in waiting for each other. Your vacation time is valuable to us. So, we try to respect them. Moreover, you immediately create a cozier atmosphere in small groups. Going on a tour with Tuul Luna is like going on a tour with friends ;).
We are of course also following the Corona measures imposed by the Mexican government.
What to bring on an excursion?
Don’t worry, once you booked a tour, you will receive an email from us with all the necessary information!
Are we insured during the trip?
Yes of course! All our excursions have both insurance during transport and accident insurance during the excursion itself. From boarding our transport to returning to your hotel (or other place of residence), our insurance covers accidents.
Which currency to bring to the Riviera Maya?
For our excursions you undoubtedly pay the best in euros. There is little point in changing your currency when our fixed prices are in euros. After all, you’d lose conversion commission twice. However, for other expenses it is recommended that you bring pesos or US dollars. Both are accepted in the Riviera Maya, but the dollar exchange rate is not equally good everywhere. We recommend pesos, especially for taxis. There are several exchange offices in the center of Playa del Carmen. To exchange at a bank, your passport is invariably asked. If you wish to withdraw money, do this at the machines in the banks or in your hotel. It is best not to use ATMs on the street to avoid cloning cards.
If you want to pay with another currency (USD, GBP,… ) we will calculate the price of the tour based on the exchange rate of the day.
Where do I buy souvenirs?
Without a doubt with the local population. This way you help the people here and you also have less chance of taking something “made in China” home with you. The local stands are mainly found around the archaeological sites. You can negotiate a bit in most places, but don’t go too far, respect their work. They also have families to feed.
Are meals provided for vegetarians, vegans or people with gluten intolerance?
This can be taken care of. Please specify your diet when booking.
Where to buy biodegradable sunscreen or mosquito repellent?
Unfortunately, biodegradable products are not yet widely used. However, they are a must, because the coral reef is deteriorating very quickly. Here in Mexico you can find these products in most hotels or in the supermarket. Always wait at least half an hour after applying the sun product before going into the water.
How are the power outlets in the Riviera Maya?
The sockets in the Riviera Maya are the same as in the rest of Mexico and the United States: 2 flat pins and with a voltage of 110 V. It is therefore necessary to bring an adapter for your electrical appliances.