Frequently Asked Questions

Yes. MeetPlaya offers private transportation for groups of all sizes, corporate events, weddings, bachelor/bachelorette parties, and incentive trips. For larger groups, we coordinate multiple HiAce Vans (up to 10 passengers each).\n\nFor large groups or multiple vehicles, contact us directly for a custom quote:\n• WhatsApp: +52 984 137 9922\n• Email: [email protected]\n• Website: meetplaya.com

Your reservation is confirmed once full payment is received. You will get a confirmation email with all your service details. If you don't receive it within a few minutes, check your spam folder or contact us via WhatsApp at +52 984 137 9922.

Yes. Provide the passenger's name and contact number during booking. Our driver will identify them at pick-up using the reservation details. You can pay on their behalf and the booking will be in the passenger's name.

We recommend booking at least 24 hours in advance. Same-day bookings are possible with a minimum of 2 hours' notice, subject to availability. For urgent last-minute requests, contact us directly via WhatsApp at +52 984 137 9922.

Check your spam or junk folder first. If you still don't find it, contact us via WhatsApp at +52 984 137 9922 or email [email protected] and we'll resend your confirmation right away.

We offer 100% private tours to:\n• Chichén Itzá (with optional night light show)\n• Tulum & Cobá archaeological sites\n• Cenotes\n• Beaches and islands\n• Theme parks\n\nAll tours are customizable. You can book transportation-only or all-inclusive (entrance fees, guide, meals). Visit meetplaya.com/tours or contact us: WhatsApp +52 984 137 9922.

All-inclusive packages typically include private transportation, entrance fees, certified guide, and selected meals or snacks depending on the destination. You can also book transportation-only and pay entrance fees and guides directly on-site. Ask us for details: WhatsApp +52 984 137 9922.

You can reach us through any of these channels:\n\n• WhatsApp: +52 984 137 9922 (fastest response)\n• Mexico office: +52 984 267 9585\n• US/Canada toll-free: +1 855 289 4819\n• Email: [email protected]\n• Website contact form: https://meetplaya.com/contact: Monday–Sunday, 7 AM–10:30 PM (local Cancun/Riviera Maya time).

Our team is available Monday through Sunday, 7:00 AM to 10:30 PM local time (Cancun/Riviera Maya). If your flight arrives after 10:30 PM, contact us before that time to ensure your transfer is covered.

You can read and download the full MeetPlaya cancellation policy here:\nmeetplaya.com/pdf/MeetPlaya_Cancellation_Policy.pdf

You can meet our drivers and see our full fleet at: https://meetplaya.com/meetus bilingual team is licensed, experienced, and dedicated to providing private, professional service across the Riviera Maya.

After exiting the ferry, turn left and follow the pedestrian path for about 5 minutes. Walk past Miniso and then OXXO. Your meeting point is by Playa Mart, inside Paseo del Carmen Mall, right in front of Carl's Jr.\n\nYour MeetPlaya driver will be waiting with a sign showing your name.\n\nAddress: Calle 1 Sur, Playa del Carmen, Q.R., CP 77717\nGoogle Maps: goo.gl/maps/QW18LvQYZpK2\n\nStep-by-step guide with map: https://meetplaya.com/pdf/How_to_find_your_MeetPlaya_Driver_PLAYA_DEL_CARMEN_FERRY.pdf WhatsApp +52 984 137 9922

You can easily book online through our website by providing your trip details and payment information. Once completed, you will receive a confirmation email with all the details of your transfer. If you need assistance, our customer support is available to help you via phone or email.

We operate late arrivals, but if your flight arrives after 10:30 PM, you must contact us before that time so we can confirm your transfer is covered. Delays that push service past 11:00 PM may require rescheduling or incur additional charges.

You can book directly at meetplaya.com. Fill in your trip details and complete your payment securely online. Once payment is confirmed, you will receive a confirmation email. Need help? Contact us at +1 855 289 4819 (US/Canada toll-free), WhatsApp +52 984 137 9922, or [email protected].

We offer private transportation services including one-way and round-trip airport transfers, hotel-to-hotel transfers, and personalized tour services in Cancun and the Riviera Maya. Our fleet can accommodate individuals, families, and groups for airport rides or excursions to popular destinations.

In the first field, enter your flight departure time. In the second field, enter your pick-up time from your hotel, Airbnb, or address.

The departure time is your flight time. The pick-up time is when our driver will meet you at your location.

No worries. Please contact us as soon as possible and we will update your reservation.

Yes. We recommend scheduling your pick-up 3 to 4 hours before your flight departure, depending on your location and traffic.

Yes. We offer 100% private tours to archaeological sites, cenotes, beaches, and more — all fully customizable. Visit meetplaya.com/tours or contact us via WhatsApp at +52 984 137 9922 to plan your experience.

You can book directly on our website by filling out the reservation form and completing your payment securely.

Enter your hotel name, Airbnb, or full address. If you are unsure, you can add details in the Client Comments section.

You can still book and update the missing details later. Please contact us before your service date.

Once your payment is completed, you will receive a confirmation email with all your service details.

Yes, our team may contact you via WhatsApp for confirmation and assistance.

Yes, changes can be made subject to availability. Please contact us as soon as possible via WhatsApp at +52 984 137 9922. Same-day changes depend on operational availability and cannot always be guaranteed. Additional charges may apply if the driver has already been assigned or dispatched.

We offer 100% private airport transfers (Cancun CUN and Tulum TQO), hotel-to-hotel transfers, Playa del Carmen ferry terminal pickups, and private tours across the Riviera Maya. We do not offer shared rides or shuttles. Learn more at meetplaya.com.

Booking takes only a few minutes. Complete the form and payment to confirm your service instantly.

Your booking is confirmed once the payment is completed. You will receive a confirmation email with all your service details.

Yes, once your payment is processed, your service is fully confirmed. You should also receive a confirmation email shortly.

To secure your service, full payment is required in advance. This guarantees your vehicle and schedule.

Please check your spam folder. If you still don’t see it, contact us and we will resend your confirmation right away.

You can securely complete your payment using the link provided during booking. We accept major credit/debit cards and online payment methods.

Yes, we offer private transportation between hotels, Airbnb, and any destination, not only airport transfers.

Yes, we can arrange transportation for multiple hotels. Please include all details during booking or in the Client Comments section, as additional stops may have an extra cost.

Yes, you can book your arrival and departure with different pickup and drop-off locations. Simply provide the correct details for each service during booking or in the Client Comments section.

You can type the name of your hotel, Airbnb, or destination area in the search bar.

Yes, if you don’t find your location, you can manually enter your exact address using the form.

No problem. You can enter your address manually or contact us via chat and we will assist you with your reservation.

You can manually enter your hotel or address. If you need help, our team is available via chat to assist you.

Simply complete the form with your route and details. The system will automatically calculate the estimated time and price.

Yes, you can book with basic information and update the details later. We recommend contacting us if you need assistance.

Yes, we can pick you up from any location including Airbnb, private residences, or specific addresses.

You can manually enter your exact address using the form or contact us via chat and we will assist you.

This helps us identify your location faster, but if you don’t have a name, you can simply enter the exact address instead.

Yes, you can enter your full address and even add a Google Maps link for better accuracy.

Yes, you can select the closest known location and then provide your exact address in the notes or chat.

Yes, we can take you to almost any location. Please share the details with us and we will confirm availability.

Yes, you can share your live location via WhatsApp or Google Maps for a more accurate pick-up.

Your confirmed address will be included in your confirmation email, along with all the details exactly as you provided them.

Yes, you can book a service for someone else. Just provide the passenger’s name and contact details during the booking.

Simply enter the passenger’s information in the booking form and include their phone number so we can contact them if needed.

Yes, you can complete the payment on their behalf. The booking will still be under the passenger’s name.

Yes, our driver will identify the passenger using their name and reservation details at pick-up.

Yes, we can notify you once the service is completed so you know they arrived safely.

Hotel shuttles are usually shared, with multiple stops and waiting times. MeetPlaya offers 100% private, direct service with no delays and more comfort.

It depends on your preference. Shared services can take longer. Private transportation gives you direct, faster, and more comfortable travel.

Most hotel transportation is shared, meaning extra stops and delays. MeetPlaya is always private.

Check reviews, confirmation details, and communication. MeetPlaya provides full support and verified service.

At least 24 hours in advance is recommended. Last-minute bookings are possible based on availability.

Cancun Airport (CUN): Terminal 2 International & T4 → near the Welcome Bar area. Terminal 2 Domestic → near the Welcome Bar area. Terminal 3 → next to Margaritaville.

After exiting the ferry, turn left and follow the pedestrian path for about 5 minutes. Walk past Miniso and then OXXO. Your meeting point is by Playa Mart, inside Paseo del Carmen Mall, right in front of Carl's Jr.\n\nYour MeetPlaya driver will be waiting with a sign showing your name.\n\nAddress: Calle 1 Sur, Playa del Carmen, Q.R., CP 77717\nGoogle Maps: goo.gl/maps/QW18LvQYZpK2\n\nStep-by-step guide with map: https://meetplaya.com/pdf/How_to_find_your_MeetPlaya_Driver_PLAYA_DEL_CARMEN_FERRY.pdf WhatsApp +52 984 137 9922

Your driver will be waiting at the meeting point when your flight lands. Most passengers clear immigration, baggage claim, and customs in 30 minutes to 1 hour — your driver will be there the whole time.\n\nIf for any reason we have no contact from you after 2 hours from your flight's landing time, the service will be considered cancelled with no refund issued.\n\nIf you experience any delay inside the terminal — long immigration lines, baggage issues, etc. — let us know right away so we can keep your driver informed:\n• WhatsApp: +52 984 137 9922\n• US/Canada: +1 855 289 4819

For airport arrivals, we cover all flight times — including early morning arrivals from 4:00 AM, 5:00 AM, or 6:00 AM onward. Our regular service hours for arrivals run until 11:00 PM.\n\nIf your flight lands at or before 11:00 PM, your transfer is covered under standard rates.\n\nIf your flight arrives after 11:00 PM, additional charges may apply due to late-night service. Contact us in advance to confirm coverage:\n• WhatsApp: +52 984 137 9922 (available Mon–Sun 7 AM–10:30 PM)\n\nFor airport departures, there is no time restriction — you can book any hour you need. Services outside office hours may incur an additional charge.

Cancun International Airport (CUN) has 4 terminals. Your pick-up point depends on your terminal. For guides by terminal, visit: meetplaya.com/terminals

Enter your exact flight landing time. We make every effort to monitor your flight, so there is no need to adjust it manually. However, if your flight changes or is significantly delayed, please contact us directly via WhatsApp at +52 984 137 9922.

Your driver will hold a yellow MeetPlaya sign with your name, wearing their official uniform and a photo ID badge. Before your service, we will send you the driver's name, photo, and direct phone number.\n\nIf you don't see your driver: call or WhatsApp us immediately at +52 984 137 9922. Do not accept rides from unofficial parties.

Your driver will meet you at the designated transport area with a MeetPlaya sign showing your name.\n\n• Terminal 2 International & Terminal 4: Near the Welcome Bar area.\n• Terminal 2 Domestic: At the exit of the terminal.\n• Terminal 3: Near Margaritaville.\n\nFor step-by-step guides with photos, visit: meetplaya.com/terminals\nNeed help? WhatsApp +52 984 137 9922

For airport arrivals, our driver will meet you just outside the exit door by the area at Cancun & Tulum International Airport, holding a sign with your name. We can pick you up or drop you off at any hotel, resort, or specified address in Cancun, Playa del Carmen, Tulum, or anywhere in the Riviera Maya region.

We offer a complimentary waiting time of up to 60 minutes after your flight lands. After that, additional waiting time may have an extra charge.

After exiting the terminal, walk right past Starbucks. Your driver will be near Gate 4 with a MeetPlaya sign and your name.\n\nFull guide: meetplaya.com/terminals\nNeed help on arrival? WhatsApp +52 984 137 9922.

After landing, please collect your luggage and exit the terminal. Your driver will be waiting outside.

For departures, the driver will drop you at your airline’s designated terminal area.

For hotel/Airbnb pick-ups, the driver waits a complimentary 15 minutes after the scheduled time.

If your flight is delayed, please contact us as soon as possible via WhatsApp or our digital channels - don't wait until you land. We make every effort to monitor flight arrival times, but online tracking is not always accurate in real time. Your notification is essential so we can coordinate with your assigned driver. For delays of 1-2 hours, we will do our best to accommodate the wait at no extra charge. If the delay is significantly longer, we will evaluate driver availability and contact you to find the best solution. We cannot guarantee the same time slot for major delays.

Please notify us as soon as possible. We will try to accommodate the change based on schedule and availability.

Yes, your driver will gladly assist you with your luggage at arrival and departure.

We track the last arriving flight and pick everyone up together. Please include this in Client Comments.

We can coordinate pickups between terminals. Please inform us in advance with details.

Yes, an additional fee of $10 USD may apply for terminal changes.

Your driver will wait outside the terminal at the main meeting point with a MeetPlaya sign and your name. Terminal 2 & 4: near Welcome Bar. Terminal 3: near Margaritaville.

After exiting the terminal, walk right past Starbucks. Your driver will wait near Gate 4 with a MeetPlaya sign and your name.

Contact us immediately by text, WhatsApp, or phone and we will assist you right away.

Cancun Airport has 4 terminals.

Tulum Airport currently operates with 1 main terminal.

We recommend arriving at least 3 hours before your flight.

Yes, we are familiar with all airlines and terminals and will guide you accordingly.

We provide private transportation from both Cancun International Airport and Tulum Airport.

Yes, we provide private transfers from Playa del Carmen ferry, Isla Mujeres ferry, and Holbox ferry (Chiquilá).

Yes, you can book with at least 2 hours in advance, subject to availability.

Yes, if your service is less than 2 hours away, contact us directly via chat and we will assist you.

No, ferry tickets are not included. You can purchase them at the terminal.

Yes, we offer pick-up service from train stations.

Contact us via live chat, WhatsApp, phone call, or email and we will assist based on availability.

We understand delays, but staying in contact is required. Without communication, service may be considered no-show.

Our team will still wait, but communication is strongly recommended to avoid delays or issues.

Ignore all unofficial offers. Only follow your confirmed MeetPlaya driver.

That is fine. Please provide full name, booking ID, destination, and number of passengers for faster assistance.

We monitor your flight and wait after landing. Average wait is 30 minutes to 1 hour depending on airport flow.

Contact us as soon as possible via WhatsApp at +52 984 137 9922. We will check availability and upgrade your vehicle if needed. Our fleet covers groups of all sizes:\n\n• Suburban / Yukon — up to 6 passengers\n• HiAce Van — up to 10 passengers\n• Multiple HiAce Vans — for groups of 10+ (contact us for multi-van coordination)\n\nNote: If a larger vehicle is required, a price adjustment will apply. Do not show up with more passengers than booked without notifying us — we may not be able to accommodate last-minute changes.

Yes. If you purchased beverages as part of your MeetPlaya extras or brought your own, you are welcome to enjoy them inside the vehicle — no restrictions.\n\nWe simply ask that you treat the vehicle with care and respect.\n\nAll vehicles also include complimentary cold bottled water for your trip.

Sí. Si adquirió bebidas como parte de los extras de MeetPlaya o trajo las suyas, puede consumirlas dentro del vehículo sin ningún problema.\n\nSolo le pedimos que cuide el vehículo y lo trate con respeto.\n\nTodos los vehículos también incluyen agua fría embotellada de cortesía.

Yes. All MeetPlaya vehicles are fully air-conditioned. Whether you're traveling in the peak summer heat or during the rainy season, you'll be comfortable throughout your entire trip. All vehicles also include complimentary cold bottled water.

Please contact us in advance to discuss your specific needs. While our standard fleet may not include a fully modified accessible ramp vehicle, we will do our best to accommodate passengers with mobility needs and find the most suitable option available.\n\nContact us as early as possible:\n• WhatsApp: +52 984 137 9922\n• Email: [email protected]

Our fleet includes:\n\n• Toyota HiAce Van — up to 10 passengers. Spacious, A/C, luggage space, cold water.\n• Chevrolet Suburban — up to 6 passengers. Leather seats, A/C, onboard WiFi, cold water.\n• GMC Yukon Denali — up to 6 passengers. Premium SUV, leather seats, A/C, WiFi, cold water.\n• Multiple HiAce Vans — available for larger groups of 10+ passengers (contact us for multi-van arrangements)\n\nAll vehicles are fully insured and professionally maintained. See photos: meetplaya.com/meetus

Our drivers are licensed, bilingual (English/Spanish) professionals with background checks and extensive knowledge of the Riviera Maya. They wear a green MeetPlaya shirt and will have a sign with your name at pick-up.\n\nMeet the team: meetplaya.com/meetus

Yes. WiFi is available in the Chevrolet Suburban and GMC Yukon Denali. All vehicles include complimentary cold bottled water and air conditioning.

Yes. All private transportation services include complimentary cold bottled water (Member's Mark brand, chilled and ready). Cups are provided by the driver if needed.

Yes. All MeetPlaya vehicles are fully insured, GPS-tracked, and authorized to operate at Cancun and Tulum airports. Vehicles are inspected and sanitized before every trip. Meet our team: meetplaya.com/meetus

Yes. All MeetPlaya services are 100% private. Your vehicle is exclusively for you and your group — no shared rides, no stops for other passengers, ever. Meet our team and vehicles: meetplaya.com/meetus

No, you will not share your ride with anyone else. This is a completely private service.

No, we do not make additional stops unless requested. Your service is direct to your destination.

Yes, we provide door-to-door service from your pick-up location to your final destination.

We offer a range of modern vehicles to suit your needs. Our fleet includes comfortable air-conditioned vans and SUVs for families or groups, as well as luxury vehicles upon request. All vehicles are spacious, well-maintained, and driven by experienced professionals to ensure a safe and pleasant ride.

Travel time depends on your route and traffic conditions. Estimated times are shown during booking.

Yes, your price includes fuel, tolls, and all standard operating costs.

Yes, you can book additional transfers anytime during your stay. We recommend booking in advance.

Yes, all our vehicles have A/C and you can adjust it to your preferred temperature.

Yes, the driver can play music you prefer, or you can connect your own playlist.

All our transfers are private for your group only. This means you will not share the vehicle with strangers. Private service ensures direct transportation to your destination without additional stops, providing convenience, comfort, and a personalized experience.

Of course. It is your private transportation and you can enjoy your own music.

Yes, you can choose any seat and sit wherever you feel most comfortable.

Yes, we have a cooler onboard with complimentary cold bottled water. Additional drinks can be requested in advance.

Wi-Fi is available in our luxury vehicles.

Yes, cold bottled water is always included with your ride. We serve Member’s Mark water (Sam’s Club), chilled and ready. If you request extra drinks, they’ll be cold too. Cups or glasses will be provided by the driver if needed.

Our vehicles typically travel between 60–70 mph (100–110 km/h). Safety is always our priority.

Yes, we offer private tours to the most popular destinations in the Riviera Maya.

We offer tours to archaeological sites, cenotes, beaches, towns, and theme parks. All tours are private and customizable.

You can visit places like Chichén Itzá, Tulum, and Cobá. We can customize your itinerary.

Yes, many tours include cenotes, or you can add one to your itinerary.

All our tours are 100% private. You will not share your experience with other groups.

All-inclusive tours may include transportation, entrance fees, guided tours, meals, and selected activities depending on package.

You visit destinations with a private driver. Entrance fees, food, and guides are paid separately on-site.

Yes, you can pay directly at each location if you choose transportation-only.

Yes, your driver will stay with you during the entire tour.

Yes, you can customize your tour and add stops. Additional time may have extra cost.

Yes, you can include shopping or free exploration time in your itinerary.

Yes, we offer private transportation for shopping trips and short visits.

Yes, you can request stops anytime during your trip.

The driver provides general assistance. For detailed explanations, a certified guide can be added.

Yes, we can assist with park tickets depending on the tour package.

It depends on the package, but may include transportation, tickets, and activity access.

We recommend booking at least 12 hours in advance. Last-minute bookings may be possible depending on availability.

Children are typically considered between 5 and 11 years old.

You can book directly at https://meetplaya.com/tours or contact us via chat.

Tours typically last between 7 and 10 hours. As a private service, you control the schedule.

Yes, we pick you up at your hotel lobby or provided location.

If access is limited, we contact you in advance with the nearest meeting point.

Yes, it can be added as an extra service on the same day with additional cost.

Yes, express tours are available for travelers with limited time.

Yes, tours include complimentary bottled water and light snacks. Additional food/drinks depend on selected option.

Yes, express tours focus on the main attraction and return earlier, reducing or skipping extra stops.

Yes, it is possible. Contact us before booking, as additional charges may apply depending on route.

The tour includes a buffet with traditional Yucatecan cuisine such as cochinita pibil, chicken, rice, beans, salads, and handmade tortillas.

Yes, vegan options are available. Please inform us in advance during booking.

Yes. All MeetPlaya drivers are bilingual — fluent in both English and Spanish. You can communicate comfortably throughout your entire transfer or tour. Meet our team: meetplaya.com/meetus

Services are not automatically canceled due to rain or mild weather. Our team evaluates each situation individually to ensure safety. If conditions are deemed unsafe, we may modify or cancel the service and will notify you immediately via WhatsApp.

Events beyond our control — including hurricanes, tropical storms, earthquakes, airport closures, government-mandated evacuations, or other force majeure situations — are not eligible for refunds under our standard cancellation policy.\n\nIn these cases, we will do our best to reschedule. If rescheduling is not possible, each situation will be evaluated individually. We strongly recommend purchasing travel insurance that covers force majeure events.\n\nRead our full policy: meetplaya.com/pdf/MeetPlaya_Cancellation_Policy.pdf

Do not board. Contact us immediately before entering any vehicle if the driver or vehicle details do not match your confirmation:\n\n• WhatsApp: +52 984 137 9922\n• US/Canada: +1 855 289 4819\n• Mexico: +52 984 267 9585

Yes, your safety is our priority. We strongly recommend wearing your seatbelt at all times.

No, our vehicles do not use artificial fragrances. The only scent is from daily cleaning and sanitation.

Yes, all our vehicles are fully insured and comply with all tourism regulations required to operate.

Your safety is our priority. All our vehicles are regularly maintained and fully insured. We follow strict safety protocols: our drivers are professionally trained, licensed, and have undergone background checks. Vehicles have seat belts for all passengers and are cleaned and sanitized before each trip for your protection.

Yes, all our vehicles are equipped with GPS and we monitor all trips in real time.

For safety reasons, children should remain seated during the ride.

Some vehicles may have the MeetPlaya logo, but all drivers and services are verified by our team.

Our vehicles are typically white or gray for private vans, and black for luxury vehicles.

Yes, you can request the driver’s name and vehicle details before your service.

Yes. Our drivers speak Spanish and English, and are accustomed to serving international travelers. Communication will not be a problem during your ride. If you have any special language requirements, let us know in advance and we will do our best to accommodate.

Our drivers wear a green shirt with the company logo and name, along with khaki pants.

For your safety, contact us immediately before boarding if details do not match.

Yes, subject to vehicle capacity and size of the equipment. Please notify us when booking so we can assign the most suitable vehicle. Oversized items (surfboards, golf bags, bicycles, dive equipment) may require a larger vehicle or an additional fee.\n\nContact us in advance: WhatsApp +52 984 137 9922.

Yes. The first car seat or booster is complimentary with advance request. Additional seats cost $15 USD per trip, subject to availability. All seats have a 5-point safety harness. Please request when booking.

Yes, we offer car seats and booster seats. The first one is complimentary. Additional seats cost $15 USD per trip.

Yes, if added during booking, we secure them for your service. Extras are subject to availability.

Extras are not included in the base price and are charged separately.

Yes, all services include complimentary cold bottled water.

Yes, you may bring your own food and drinks. If you want us to provide items, request them in advance.

Yes, all car seats are equipped with 5-point safety harness systems.

As a guideline: 1 large suitcase + 1 small bag per passenger. Capacity varies by vehicle:\n\n• Suburban / Yukon (up to 6 pax): ~7 bags total.\n• HiAce Van (up to 10 pax): up to 10 large suitcases + 5 small bags.\n• Multiple HiAce Vans (10+ pax): coordinated luggage space across vans — contact us in advance.\n\nLarge or non-standard items may have an additional fee. Let us know in advance.

Yes, we can provide child car seats or boosters upon request at no extra charge. Please let us know the number and age of children who need seats when you book, so we can arrange the appropriate car seats for your ride, subject to availability.

"Yes. Pet fee: $10 USD for one pet / $20 USD for two pets per trip. Please inform us when booking.

You can add extras such as car seats, grocery stops, extra waiting time, and customized stops.

Yes, all extras listed on the website have an additional cost shown during booking.

A 10-passenger van can typically accommodate up to 10 large suitcases and 5 small bags.

A luxury vehicle for up to 6 passengers can accommodate approximately up to 7 bags.

For groups of 11–18, each person can typically bring 1 large suitcase and small carry-on items.

Yes, large equipment, boxes, or special items may have an additional cost depending on size and space required.

Let us know immediately via WhatsApp. Your driver will wait for a reasonable time while you handle the situation with the airline. For extended waits beyond 2 hours, we will evaluate availability and may need to reschedule your transfer — additional charges may apply.

Yes, complimentary bottled water is included in all private transportation services.

No. MeetPlaya requires 100% full payment in advance to confirm and secure your reservation. Partial payments are not accepted. Once full payment is received, you will get a confirmation email with all your service details.\n\nQuestions? Contact us:\n• WhatsApp: +52 984 137 9922\n• Email: [email protected]

Yes. When you book a round trip (arrival + departure transfer) on meetplaya.com, the discount is applied automatically at checkout — no need to contact us or use a code.\n\nOne-way transfers are charged at the full price. The round-trip rate is the best value and is calculated automatically when you select both trips during booking.

Sí. Al reservar un viaje redondo (traslado de llegada + salida) en meetplaya.com, el descuento se aplica automáticamente al momento del pago — sin necesidad de contactarnos ni usar un código.\n\nLos traslados de un solo sentido se cobran al precio completo. La tarifa de viaje redondo es la mejor opción y se calcula automáticamente al seleccionar ambos viajes durante la reserva.

Yes, AMEX is accepted through a special payment link that processes the charge in Mexican Pesos (MXN). If you wish to pay with AMEX, contact us and we will send you the link:\n\n• WhatsApp: +52 984 137 9922\n• Email: [email protected]

Yes. 100% full payment is required to confirm and secure your reservation. Unpaid bookings are not guaranteed. We accept Visa, Mastercard, PayPal, Zelle, and AMEX (via MXN link). Cash is not accepted.

Prices may change without prior notice. However, confirmed and fully paid reservations are always honored at the original price. Reservations that are not paid are subject to any price adjustment in effect at the time of payment.

We encourage you to contact us directly before initiating any dispute: WhatsApp +52 984 137 9922 or [email protected]. We provide full evidence including booking confirmation, payment records, and service documentation to resolve any issue promptly.

Not at this time. We currently accept Visa, Mastercard, American Express, PayPal, and Zelle. All reservations are prepaid through secure payment channels. If you'd like to pay via Zelle, please contact us directly and we'll be happy to assist with your booking.

All payments are securely processed through Stripe and PayPal. We accept credit/debit cards and digital methods under international security standards.

Yes, you can securely pay with a credit or debit card directly on our website through Stripe.

Yes, select PayPal during checkout and complete your payment securely.

Not necessarily. Depending on your country, you may be able to pay as a guest with card.

Yes, PayPal uses advanced security and your financial info is not shared directly with us.

Yes, once payment is completed, your service is automatically confirmed and you receive email or WhatsApp confirmation.

In some cases, PayPal may apply conversion or processing fees determined by PayPal.

Price is based on distance, service type, number of passengers, and vehicle category.

Yes. The system selects the appropriate vehicle based on group size, affecting total price.

Prices are per vehicle, not per person. The total cost is determined by the vehicle type assigned based on your group size. The price you see during booking is final — no hidden fees. It includes private transportation, driver, fuel, tolls, parking, and taxes.

All services must be prepaid to be confirmed. We accept Visa, MasterCard, Apple Pay, PayPal, Zelle, and Link (Stripe). If you wish to pay with AMEX, we’ll send a special link in Mexican Pesos. Cash is not accepted. All transactions are secure and encrypted for your peace of mind.

No hidden fees. Price includes private service, driver, fuel, and standard operating costs.

Complete the booking form with route, date, and passengers. The system instantly shows total price.

Your price includes private transportation, professional driver, fuel, tolls, and standard operating costs.

Yes, all displayed prices already include applicable taxes.

No. The price shown during booking is all-inclusive: private transportation, professional driver, fuel, highway tolls, parking, and applicable taxes. Optional extras (extra stops, car seats, extended wait time, pets) have an additional cost shown before payment.

Yes. All our prices are all-inclusive and cover fuel, highway tolls, parking fees, and applicable taxes. There are no hidden charges.

Yes, optional services like extra stops, extended waiting time, or special requests may have an additional cost.

No surprises. Your total price is confirmed before payment.

Yes, 100% full payment is required in advance to secure your reservation.

We accept the following payment methods:\n\n• Visa (online via Stripe)\n• Mastercard (online via Stripe)\n• PayPal\n• Zelle\n• American Express (AMEX) — available via a special payment link processed in Mexican Pesos (MXN)\n\nCash is NOT accepted. Full payment in advance is required to confirm your reservation. Prices are displayed in USD and include all applicable taxes."

You can pay online using secure methods before your service. We accept cards via Stripe, PayPal, Zelle, and American Express via separate MXN link.

In case of dispute, we provide evidence including booking confirmation, communication, and service records.

Yes, short stops along your route are possible and must be requested in advance when booking or via WhatsApp before your service. Additional stops are subject to a waiting time fee depending on the duration and vehicle type.\n\nContact us to arrange: WhatsApp +52 984 137 9922.

Contact us immediately via WhatsApp at +52 984 137 9922. If you miss your departure flight and need to reschedule your airport transfer, we will do our best to accommodate you subject to availability.\n\nImportant: If your driver has already been dispatched for the original pick-up time, the original service is forfeited and a new booking at full price will be required. We recommend contacting us as early as possible to maximize your options.

Notify us as soon as possible via WhatsApp at +52 984 137 9922, regardless of the reason — airline cancellation, rebooking, delay, or personal decision.\n\nImportant: Once a driver has been assigned or dispatched, operational costs are incurred. Rescheduling in this case will generate an additional charge and is subject to availability. We will always do our best to find a solution.

Same-day changes are handled case by case, subject to operational availability, and cannot always be guaranteed. Contact us as early as possible via WhatsApp at +52 984 137 9922. The sooner you reach us, the more options we have. Additional charges may apply.

Departures (Hotel → Airport): If you do not arrive within 15 minutes of your scheduled pick-up time with no prior communication, the driver will leave evidence of their presence and the service is forfeited. No refund.\n\nArrivals (Airport → Hotel): If 2 hours pass after your flight lands without any contact, the service is canceled. No refund. Applies to Cancun and Tulum airports.

Yes. Extra stops must be requested in advance and are charged by waiting time (hourly rate depending on vehicle type). Contact us to arrange: WhatsApp +52 984 137 9922.

If MeetPlaya is unable to provide your confirmed service, we will take full responsibility and ensure you are not left without a solution. We will never abandon our clients.\n\nIMPORTANT: Before arranging any alternative transportation on your own, you MUST contact us first and wait for written authorization from our team. Our team will issue a new confirmation with a new reservation number before you proceed.\n\nIf you arrange alternative transportation without prior written authorization from MeetPlaya, the cost will NOT be reimbursed — regardless of the circumstances.\n\nOnce authorized, we will cover the cost of equivalent alternative transportation up to the value of your original service. A valid payment receipt from the other provider is required.\n\nContact us immediately:\n• WhatsApp: +52 984 137 9922\n• US/Canada: +1 855 289 4819\n• Mexico: +52 984 267 9585

Yes, you can add stops along the route. Stops have an additional hourly cost based on waiting time.

Stops are charged based on hourly waiting time. You can add extra hours during booking.

Yes, we offer hourly service so you can visit multiple locations with the same driver, subject to availability.

If you go directly, choose one-way. If you plan stops, add extra hours for an additional cost.

Round-trip services may include special pricing or discounts compared to two separate one-way bookings.

Yes, hourly services are available depending on availability. Additional hourly rates may apply.

Changes or cancellations must be requested in advance and are subject to our cancellation policy.

Yes, changes can be made depending on availability. Please contact us as soon as possible.

All cancellations must be requested through WhatsApp, text message, or email.

Yes, you can receive a full refund if you cancel at least 24 hours before your scheduled pick-up time.

Tours must be canceled at least 48 hours in advance to receive a full refund.

Airport & hotel transfers:\n• 24+ hours before service → full refund.\n• Less than 24 hours → no refund.\n\nTours:\n• 48+ hours before service → full refund.\n• Less than 48 hours → no refund.\n\nAll cancellation requests must be sent via WhatsApp, text, or email through official channels. A cancellation is only valid once the MeetPlaya team confirms receipt in writing. Read the full policy: https://meetplaya.com/pdf/MeetPlaya_Cancellation_Policy_EN.pdf

No, cancellations made within the restricted time window are not eligible for a refund.

If you do not show up, the service is considered a no-show and no refund will be issued.

If 2 hours pass after your flight lands and we have no contact, service is canceled without refund.

Yes. Extra stops are available only if they are along the route and are charged per hour, depending on the vehicle type. Must be requested in advance.

Yes, modifications must be requested at least 24 hours in advance and are subject to availability.

Services are not canceled for light weather. If conditions are unsafe, we may modify or cancel the service.

We cover the cost of alternative transportation if you submit a valid receipt.

Taxi service quality and pricing may vary. MeetPlaya guarantees confirmed price, driver, and service.

You can contact us anytime and we will do our best to assist you quickly.

Tipping is optional and based on your satisfaction with the service. It is customary to tip drivers in Mexico if you feel they provided excellent service. A typical tip is around 10-15% of the fare, but the amount is at your discretion and always appreciated by our drivers.