Hi, how can we help you?

As soon as you pay the deposit you receive a “We received your booking” email with your booking reference (it starts with PM-). The local operator confirms availability and the pick-up time, usually within 24 hours, and as soon as they do you receive your voucher by email. You get a reminder the day before the tour.

Check your spam and promotions folders and search for “PlayitaMía”. If it is not there, write to us using the form below with the email you used to book and we will resend it.

At least 24 hours before departure, so the operator can arrange your tour. The booking calendar shows you the earliest available date.

It is in your confirmation email and on your voucher. Keep it handy when you write to us: it helps us find your booking faster.

Write to us with your booking reference and the new number of people. We check with the operator based on availability; on private tours the price per person changes with the group size.

Only a deposit, which you see before paying along with the total price of your experience. The rest is paid on the tour day, directly to the operator.

Credit or debit card, Apple Pay and Google Pay. Payments are processed by Stripe; PlayitaMía does not store your card details.

In Mexican pesos (MXN). Dollar prices on the site are for reference; your bank applies its own exchange rate.

In cash and in pesos, on the day of the experience, directly to the operator. We recommend bringing the exact amount. The balance amount is shown on your voucher.

The deposit is non-refundable: it covers the operating costs of your booking (handling, coordination with the operator and payment processing). See every case in our Cancellation Policy.

Write to us with your booking reference and your preferred date. We check with the operator based on availability and confirm by email.

If the operator is not available or cancels due to weather or safety, we propose another date by email and your deposit is applied to it. For other cases, see the Cancellation Policy.

The operator confirms the exact time before the tour, based on your pick-up point.

The driver waits 20 minutes at the pick-up point. Please keep this in mind and be ready on time.

It depends on the tour; your voucher includes the list. For water and cenote tours:

• Swimsuit, towel and a change of clothes
• Biodegradable sunscreen
• Cap or hat and sunglasses
• Sandals
• Cash for the balance and tips

You choose it when booking. Guides are bilingual and there are tours in French too.

The local operator, on WhatsApp. They coordinate your pick-up and can sort it out right away. Include your booking reference in the message.

They are scheduled departures in groups of up to 15 people. The operator confirms your spot on WhatsApp before any payment.

Some group tours have a tax or fee paid in cash on the tour day. When it applies, we show it on each tour’s card before you book.

Yes. On group tours, children under 11 have a special price.

With our transport partner at paraisonthego.com. Questions, changes or cancellations of transfers are handled directly with them.

Independent local operators from the Riviera Maya. PlayitaMía is a recommendation and booking platform: we select the experiences and handle your booking and deposit; the operator confirms the time, picks you up, runs the tour and collects the balance.

We only recommend local operators we already work with: they have 5-star Google reviews, bilingual guides (French too) and you coordinate with them directly on WhatsApp.

We use your data to manage your booking and share with the operator only what is needed to run your experience (name, date, language and pick-up). Payment data is processed by Stripe. Details in the Privacy Notice.