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FAQ's

 

How close to arrival can I book a transfer?

We ask that you please try to make your transfer bookings at least 72hrs prior to arrival.  However, we will accept bookings at least 24hrs prior to arrival based on availability of vehicles, additional charges will apply for late bookings.

 

Do I need to print my confirmation voucher?

Yes, we need a printed copy for each transfer service.  Please print each voucher issued as you will be required to give it to the driver at the time of each service.

 

Why should I book in advance?

Airport Transfers: You MUST book in advance. If you just show up at the airport, we can't take you. Tours: Booking in advance locks in the price and since we email you the confirmations you will already have all the details in hand. Don't waste your vacation time making these arrangements.  You can contact us via the Contact Us Page to request tour pricing and information. We have at least a hundred different options, if you do not see what your looking for on our website, contact us and our experts will help find the right tour for you.  Private, shared and custom options available for most tours.

What is included with my transfer?

Every transfer will include a personal meet & greet at the airport.  Our driver or staff will be waiting for you holding a sign with your name and our ADE DMC logo.  Also, included is 1 bottle of water per person on arrival.  All  transfers, individual and groups less than 30 people, are private.  Meaning, you do not share the transfer with anyone outside of your own traveling party.  We do not make stops at other hotels, we go straight from the airport to your hotel.

 

Can I stop at a store before arriving at my hotel or vacation rental?

Yes, that can be arranged in advance only and there will be a different cost for this service.  Please use the forms to indicate this type of request and we will quote you accordingly. 

 

Why choose ADE DMC for your transfers and tours?

We have many years of experience, in the travel industry as a whole, not just transfers and tours. We have established relationships with all of our suppliers and first-hand access to all the valuable info you need about Cancun and the Riviera Maya. Allow us to help you experience the most during your visit!

 

How do I pay for my Transfers?

Once we receive your information for booking, we will send you an email with a link to a PayPal invoice.   You do NOT need a PayPal account to pay the invoice, a debit or credit card will work great.  All charges will be in USD.  All transactions are done on secure encrypted pages. Tips are not included but our drivers do appreciate them.  You can tip in USD, Canadian dollars, or Mexican pesos.

 

What time will you pick me up from my hotel to go back to the Cancun Airport?

It is recommended to be at the airport for International flights 3 hours prior to arrival.  We will have your departure pickup time listed on our confirmation voucher for your departure back to the airport.  We HIGHLY suggest that you give yourself time to check out of your room and be waiting in the hotel lobby at least 10 minutes prior to the time you are given for pickup.  Don’t be surprised if your transfer is a little late.  The highway (there is only one) leading to all points in the Riviera Maya, Costa Mujeres and Playa Mujeres, and one major road around the Cancun Hotel Zone.  These roads can be very congested at certain times of the day and accidents happen frequently.  If your shuttle does not arrive at least 10 to 15 minutes AFTER your scheduled pickup time, please contact us immediately via email or phone.

 

How do I find my driver at the airport?

Your confirmation email will give you all the details, but basically after you clear immigration and customs you have to go outside the terminal. Once outside you will look for the sign with the ADE DMC logo and your name. We'll be tracking your flight and waiting for you.  If you have a flight delay or change of flight number and time, you need to contact us immediately so we can continue to track your flight properly.  You can use these handy maps also to find us.  Terminal 4Terminal 3Terminal 2.

*If you are delayed, please call us, text us or email us so we have your new flight information or arrival time.  

*Never speak to anyone except our office or staff.

*Never let anyone make calls on your behalf.

*Its best to make sure your cell phone will work in Mexico and call, text or email from your own cell phone.  The numbers to reach us are listed on your voucher.  

*Download the FREE WhatsApp Messaging and calls app from your Playstore.  We have a US number (also listed on your voucher), that can be reached using this App.   

*Because of airport rules, our vans are not always allowed to sit and wait inside the pickup area, as space is limited, so the vans must circle or wait in a designated area.  If you do not see the ADE DMC representative right away, please wait at least 10 minutes before calling, texting or emailing us.  If they have not arrived after 10 minutes, please call us so we can update you on where they are. 

Taxi Cab Scams at the airport, Terminal 4 ?

The new terminal 4 at Cancun Airport is having problems with the unauthorized taxi drivers scamming people as they arrive.  They are targeting people who are exiting out of the WRONG exit. After customs, you will turn left out of the door and follow the hallway until you see two exits, one on your LEFT, before the Coconuts Bar, marked TOUR OPERATOR-HOTEL SHUTTLE.  The other door is straight ahead marked FRIENDS AND FAMILY.  The door on the LEFT (Tour Operator-Hotel Shuttle) is the door you NEED to exit.  Do NOT go out the Family and Friends Exit.  This is where the scamming will take place.  If you do go out of that door, turn around immediately and go back inside, the correct door will now be on your RIGHT.  You will also find detailed map here, Terminal 4.

How long does it take to get from the CUN Airport to my hotel?

It only takes about 20-30 minutes to get from the Airport to the Cancun Hotel Zone. For locations in the Rivera Maya, check out this handy table of distances in kilometers and miles.  These are approximate times, traffic and other factors may cause these times to vary.

What Terminal does my flight arrive in Cancun?

For a list of terminal information or general airport info, please click here.  **This is the most current list (updated May 2019), some airlines may have changed terminals, please always refer to your airline information for the most current information. 

Can I get a taxi to my hotel?

There are taxis at the airport, however they charge about double the price as our private transfers.  Some do not have air conditioning and are small, which will not offer a very comfortable ride. 

 

Can you get us to Isla Mujeres or Cozumel?

Yes, we can!  We can offer the transfers to and from the airport to the ferry terminals or from your hotel to the ferry terminals.  If you would like to see the ferry schedules please click here.

 

Is there hotel pickup for my tour?

Some tours include pickup at your hotel lobby, while others do not. Tours that offer transfers are usually shared, meaning they make stops at other hotels both ways.  We can quote you private transfer options also.  Our experts can help you decide which transfer option is right for you.

Do you share our information?

We never share your personal information with anyone. If you need to contact us about your reservation you can, email or live chat with us.