Frequently Asked Questions

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.

Please enter your exact flight landing time. We track your flight in real time, so there’s no need to adjust it.

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. In addition to transfers, we can arrange personalized tours and day trips. You can customize your itinerary to visit popular attractions like Mayan ruins, cenotes, or nearby islands at your own pace. Just let us know your interests and schedule, and we will help plan a private tour tailored to your preferences.

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 depending on availability. Please contact us as soon as possible.

We offer private transportation, including airport transfers, hotel transfers, and private tours.

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.

Your driver will be holding a sign with your name. We also send you the driver's details (name, photo, and phone number) before your service.

Don’t worry. We monitor your flight in real-time, and we will adjust the pick-up time at no extra cost.

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 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.

No need to worry. We monitor your flight arrival time, so if your flight is delayed or arrives early, our driver will adjust the pickup time accordingly. We will wait for you and ensure you still receive your transfer without additional charges for reasonable 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.

Yes, all our services are 100% private. The vehicle is exclusively for you and your group.

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, 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, 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.

Luggage capacity depends on vehicle type and number of passengers. As a guideline, each passenger can bring 1 large suitcase and 1 small bag.

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, pets are allowed. Cost is $10 USD for one pet and $20 USD for two pets per trip.

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.

If your luggage is delayed or lost, inform our team. We can assist with adjustments or wait time based on availability.

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

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 private vehicle, not per person. Rate depends on passenger count because of assigned vehicle type.

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, we do not have hidden fees. The price you see is the price you pay.

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 credit/debit cards (Visa/MasterCard) and PayPal.

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, 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.

You can cancel or modify your reservation up to 24 or 48 hours before your scheduled service for a full refund. Cancellations made less than 48 hours in advance may incur a fee. We understand plans can change, so please contact us as soon as possible if you need to adjust your booking.

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.

We track your flight, but delays beyond operating hours (after 11:00 PM) may incur extra charges, rescheduling, or cancellation.

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.