FAQs

📑 Booking Information ✅

How do I make a booking on your website? 🌐

Just visit our homepage, choose your arrival and departure dates, pick-up location, and drop-off point. You’ll also find these options on each destination page.

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

We just need your basic info (name, contact, email) and your arrival and departure details (date, time, airline, and flight number).

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

If you can’t find your hotel, scroll down on the homepage and fill out the “Need help with your trip?” form. Alternatively, you can email us at reservations@rivieramayaconcierge.com.mx, and we’ll help you with your reservation.

🛫 Before your Departure

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

Our team will contact you 2 – 3 days before your departure date to reconfirm the details of your departure transfer. The pick-up is scheduled 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 to pick up earlier or choose a preferred pick up time, kindly inform our team 24 hours (for Riviera Maya/ Los Cabos) and 48 hours (for Puerto Vallarta) before your departure date. You will also be contacted by our team 2 – 3 days before your arrival to confirm your pick-up time. By that time, you can request your desired pick-up time. Please note that, on the same day, a change of pick-up time will be subject to the availability of the car.

🛬 Before your Arrival

Where will I meet the driver when I arrive? 🛣️

Cancun Airport has different arrival terminals, depending on which flight you are arriving. Our team will provide the arrival instructions once the transfer has been guaranteed. In the arrival instructions, you will be provided with details information and a photo of the meeting point.

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

On your arrival instructions will be given to you once you have guaranteed your transfer. The arrival instructions will attached to the contact number of our team you can connect with if in case you can’t locate the airport representative. 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 is delay? 🖐🛑

No need to worry! If your flight is delayed, we understand that this is out of your hands. You may inform us, and we will be monitoring your flight status as well, so our team can adjust accordingly to your new arrival time.