Frequently Asked Questions

We recommend booking 3-7 days in advance to ensure availability, especially during peak season (December-April) and for whale shark encounters (June-September). However, we can sometimes accommodate last-minute requests depending on availability and weather conditions.

You can book through our website, by calling us at +52 984 190 3339, or by sending a WhatsApp message. We'll respond within 24 hours with availability and payment instructions. A deposit is typically required to secure your booking.

Free cancellation up to 48 hours before your experience. Cancellations within 48 hours are subject to a 50% fee. Weather-related cancellations by WILDOUT are fully refundable or can be rescheduled at no charge. We're flexible and understand that travel plans can change.

Yes! We're happy to accommodate changes to your booking when possible. Date changes are free if made 48+ hours in advance. Group size changes depend on availability. Contact us as soon as possible to discuss modifications.

All experiences include professional bilingual guide, safety equipment, snorkel gear (when applicable), transportation from your hotel in Riviera Maya, refreshments, and lunch. Marine park fees, tips, and alcoholic beverages are not included unless specified.

Whale shark season runs from June to September, with peak sightings in July and August. We have a 98% success rate during this period. These gentle giants migrate to feed on plankton in the Caribbean waters near Holbox Island. Each encounter is limited to ensure minimal impact on the animals.

Absolutely! Our experiences are designed for all skill levels. Our certified guides provide instruction and support throughout. We offer flotation devices and adjust activities to your comfort level. The only requirement is basic comfort in water for aquatic experiences.

All our experiences are private, meaning your group is the only participants. Minimum group size is 2 people, maximum varies by experience: Whale Shark (8 people), Sea Turtle & Cenotes (10 people), Cenote Sprint (8 people), Temazcal Ceremony (12 people).

Yes! We provide complimentary pickup from most hotels in the Riviera Maya area, including Playa del Carmen, Tulum, Akumal, and Puerto Aventuras. Pickup times vary based on your location and the experience. We'll confirm exact times 24 hours before your tour.

Bring: swimwear, towel, biodegradable sunscreen, hat, comfortable sandals, change of clothes, and a waterproof bag for your belongings. We provide all equipment needed for activities. Don't forget your camera to capture the memories!

Safety is our top priority. If weather conditions are unsafe, we'll offer to reschedule your experience or provide a full refund. Some experiences like cenote visits can continue in light rain. We monitor weather closely and will notify you 24 hours in advance if changes are needed.

Our guides are fluent in Spanish and English. We also have guides who speak basic Portuguese and French. All guides are certified professionals with extensive knowledge of marine biology, Mayan culture, and local ecosystems.

Basic swimming ability is recommended for water-based experiences, but not required. We provide life jackets, flotation devices, and constant supervision. Our guides are trained in water safety and will assist you throughout. Even non-swimmers can enjoy our cenote and coastal experiences safely.

Most experiences welcome ages 8+. Whale shark encounters require minimum age 10. Temazcal ceremonies are recommended for ages 12+ due to the intense heat. Children must be accompanied by adults at all times. We can adapt activities to accommodate younger participants when possible.

Please inform us of any medical conditions, medications, or pregnancy when booking. Temazcal ceremonies are not recommended during pregnancy. Most other experiences can be adapted. Our guides are first-aid certified, and we maintain emergency communication during all tours.

Yes, WILDOUT maintains comprehensive liability insurance and all required permits. Our guides are certified professionals with current first aid training. All equipment is regularly inspected and maintained to the highest safety standards.

We accept Visa, Mastercard, American Express, PayPal, bank transfers, and cash (USD or Mexican Pesos). A deposit is typically required to secure your booking, with the balance due before or on the day of your experience.

Tips are not included but are greatly appreciated for exceptional service. A typical tip is 10-20% of the tour cost, or $10-20 USD per person for the guide. Tips can be given in USD or Mexican Pesos, and should reflect your satisfaction with the experience.

All quoted prices include applicable taxes. Additional fees like marine park entrance fees, cenote access fees, and gratuities are clearly listed as extras. We believe in transparent pricing with no hidden costs.

Your satisfaction is our priority. If you're not completely satisfied with your experience, please speak with your guide immediately so we can address any concerns. We stand behind our experiences and will work to ensure you have a memorable journey.