CANCUN EXCLUSIVE TRANSFER
Frequently Asked Questions
General Questions
What services does Cancun Exclusive Transfer offer?
We provide private luxury transportation services in Cancún and the Riviera Maya, including airport transfers to and from hotels, private residences, and resorts. We also offer custom transportation for tours to destinations such as Tulum, Playa del Carmen, Isla Mujeres, Chichén Itzá, and more. Our services cover special events such as weddings, dinners, nightlife, golf outings, and corporate transfers. For tailor-made transportation, please don’t hesitate to contact us.
I'm not staying at a hotel. Can you take me to my destination?
Absolutely. We provide private transfers to villas, Airbnbs, condos, and private residences in Cancún, Tulum, Playa del Carmen, and surrounding areas.
Are your services private or shared?
All our transportation services are strictly private. You will never share a ride with other passengers.
Do your drivers speak English?
Yes, all our professional drivers are fluent in both English and Spanish to ensure smooth and pleasant communication.
What vehicles do you use, and what are their capacities?
We offer a premium fleet tailored to different group sizes:
• Cadillac Escalade: Up to 6 passengers + 1 luggage per person
• Toyota Hiace: Up to 10 passengers + 1 luggage per person
• Mercedes-Benz Sprinter: Up to 16 passengers + 1 luggage per person
• Cadillac Limousine: Up to 10 passengers + 1 luggage per person
• Executive Bus: Up to 47 passengers + 1 luggage per person
If your group exceeds these capacities, please contact us for a custom quote.
How much luggage can I bring?
We recommend no more than two suitcases per passenger, depending on the selected vehicle.
If you’re traveling with large or unusual items, please inform us in advance so we can-accommodate your needs.
Arrival Transfer
How long does it take to get from the airport to my destination?
Approximate travel times from Cancun International Airport (CUN):
• Hotel Zone: 25–30 minutes
• Downtown Cancún: 20–25 minutes
• Puerto Morelos: 30–35 minutes
• Playa del Carmen: 45–60 minutes
• Tulum: 90–120 minutes
Traffic and weather may affect travel time.
How do I find my driver at the airport?
Once your booking is confirmed, you will receive a voucher with detailed arrival instructions, including the terminal and the exact location where your driver will be waiting with a sign displaying your name.
What if my flight is delayed, missed, or canceled?
• Delayed flight: No problem, we track all flights in real time.
• Missed or canceled flight: Please inform us as soon as possible with your new flight details. Failure to do so may result in additional charges.
Reservations & Payments
Can I book on the same day as my arrival?
No. All reservations must be made at least 24 hours in advance. Contact us to inquire about last-minute availability.
Are rates per person or per vehicle?
All rates are per vehicle, not per passenger.
How do I reserve my service?
Visit our official website, select your pick-up and drop-off locations, and complete the booking form.
You can choose between two secure payment options:
1. Partial Payment: Pay $30 USD in advance via PayPal, credit, or debit card. Pay the remaining balance in cash to the driver.
2. Full Payment: Pay the total amount online via PayPal, credit, or debit card.
All rates are in US Dollars (USD). Gratuities are not included.
I didn’t receive my confirmation voucher. What should I do?
Check your spam/junk folder. If you still can’t find it, please contact us immediately to resend your voucher.
Do I need to print the voucher?
No. You may show it on your mobile device to the driver.
Traveling with children
Do you offer child seats?
Yes, we provide car seats with extra cost, must be requested during the booking process.
Last-minute requests at the airport cannot be guaranteed.
Additional Requests
Can I request special beverages or extras?
Yes. Contact us before booking to request champagne, premium drinks, snacks, or decorations. As a courtesy, we provide complimentary bottled water and one beer per passenger.
Changes & Cancellations
I made a mistake in my reservation. Can I modify it?
Yes. Contact us by email at least 24 hours in advance to make changes to your reservation.
Can I reschedule my service?
Yes, rescheduling is possible subject to availability, and must be done in advance by email.
Only one change is permitted per reservation.
Can I transfer my reservation to another person?
Yes. Please email us with the full name, email address, and phone number of the new passenger.
Once the transfer is confirmed, it cannot be modified again.
Departure Transfers
What time should I schedule my pick-up from my hotel or villa?
Recommended pick-up times for your departure:
• Cancún Hotel Zone: 2.5 hours before flight
• Puerto Morelos: 2.5–3 hours before flight
• Playa del Carmen: 3 hours before flight
• Tulum: 3–3.5 hours before flight
Can I change my departure time?
Yes, but availability may be limited. Contact us via email to request a new time. Last-minute changes are not guaranteed.