FAQs

📑 Booking Information ✅

How do I make a booking on your website? 🌐

You can go in our home page and select the date and time of your arrival & departure with their corresponding pick up location and drop off. You may also find the these field when you go to each destination page.

What information do I need in order to book a transfer? ℹ

We required your basic information (name, contact, email, etc) and most important is your arrival and departure details (date, arrival/departure time, airline & flight number).

I cannot find the hotel I want to book. What to do? 🏫

In case you cannot find your hotel destination, you can go to the home page, go down and you will find need help with your trip form & fill up the form. Or you can also send us an email reservation@rivieramayaconcierge.com.mx and we will manually create your reservation for you.

🛫 Before your Departure

How do I know my pick up time at the hotel? 🏩🕓

Our team will contact you a day before your departure to confirm your pick up time at the airport. The pick up is schedule 3-4 hours before your flight departure time (depending on your hotel pick up location).

What if I want to change my pick up time? 🕓

In case you want earlier or choose you pick up, kindly inform our team 1 day/24 hours before your departure date. You will be also contacted by our team 1 day before your arrival to confirm your pick up time, by that time you can requested to our team your desired pick up time. Please note, within the same day change of pick up time will be subject to availability of the car.

🛬 Before your Arrival

Where will I meet the driver when I arrive? 🛣️

Cancun Airport have different arrival terminal, depending on which flight you are arriving. Our team will provide you the photo and place of the meeting point. This information will be given by our team 48 hours before your arrival along with reconfirmation of your upcoming service and information of your flight.

What happens if I can’t locate my driver? 🤵🚖

The driver or our team will be contacting you once your flight arrives in Cancun. No need to worry, we are monitoring your flight and meet up with the driver, so in case you cannot locate the driver, feel free to message us in our email, iMessage or whatsapp.

What if my flight to Cancun is delay? 🖐🛑

No worries if your flight to Cancun is delay and we understand that this is out of your hand. You may inform us and we will monitoring your flight status as well, so the driver will be in the airport with your new arrival time.