FREQUENTLY ASKED QUESTIONS
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WHAT TYPE OF QUESTION DO YOU HAVE? |
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SAFETY AND SECURITY
Q:
what's the catch?
are these the same tours the other guys sell, or are they
modified versions? do i have to attend a timeshare
presentation?
A: There is no catch!
These are the same tours everyone else sells (except some
that are exclusive only to Mazatlan Tours), we just sell
them for less. On top of that, we give you a free
Mazatlan Discount Card!
There is no timeshare pitch or other trap that the other
guys sometimes spring on you, just real discounts, all the
time.
Q:
can i trust you?
why should i pick you?
A: Well, no tour
provider can answer this objectively, of course - you should
pick us because we're the best! Couple our responsive,
honest and friendly english-speaking customer service with
our best-in-Mazatlan prices and our exclusive Mazatlan Discount
Card and why would you use anyone else? In addition,
we are certified members of the American Society of Travel
Agents (ASTA), the most trusted and prestigious travel association
on the planet.
Q:
IS RESERVING ON
THE INTERNET SAFE? IT MAKES ME NERVOUS...
A: Pre-reserving
on the internet is actually the safest thing you can do.
Here's how we protect you:
1. When you place an order online, your credit card information is encrypted using the highest level of encryption on the market. No human eyes will ever see your credit card information - it's all automatic. Compare this with the lady at the ticket booth who takes your credit card, goes in the back room, then comes back out after a while holding your card in one hand and a receipt with all your credit card information in the other. Did she take notes while she was in the back room? Is your number still stored in her machine for easy access? With us, you know your information is safe.
2. When purchasing with a credit card, you are protected from fraud by your credit card company. If for any reason you didn't receive the goods or service you paid for, your credit card company will refund your money. What is your security blanket if you pay cash on the street or beach in Mexico? Do you think you'll see your money again?
3. If you are nervous placing your order on line, you can always call us toll-free and place your order over the phone.
RESERVATION QUESTIONS
Q:
WHY SHOULD I BOOK WITH YOU? CAN'T I JUST WAIT UNTIL I GET
TO MAZATLAN?
A: Well, there are
a few reasons....
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You want more? Isn't That Enough?!? |
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You're sure demanding! Okay - here's the lowdown on how it works in Mazatlan: When you get to Mazatlan, you will have two ways to book tours. One is through the timeshare hawks at the airport or on the streets. Many of these operations are shady, and you don't know what you'll get if anything. If you want to do a timeshare presentation to get free tours, then you can call us. We'll set you up and you'll avoid the possibility of being scammed. If you don't want to, then you won't want to try to book on the street - most cheap tours end with you in a chair getting slammed with a sales pitch for four hours. Also never give money to a guy on the beach or street who walks up to you and tries to sell you tours. It has happened many times that these guys are not authorized to sell tours and you find out too late that you have been scammed out of your money. Some are legitimate, some are not. Will you know the difference?
The second is through your hotel tour desk. This is also accompanied by an invitation for a "welcome package" which means timeshare presentation. If you say no, they often will still try to push you into the tours that they get the best commission on. You'll also pay more than you will through us. We offer a discount on every tour or activity we offer. We have a much bigger selection, no pressure sales (you choose the tours you want in private without anyone pressuring you), and discounts on every tour we sell. Plus we give you a discount card! We're the only place you can get the card - your hotel can't get you one.
Q:
DO I NEED TO PAY IN ADVANCE? DO YOU ACCEPT CREDIT CARDS?
A: Yes. You need
to pay in advance because we have to pay in advance.
In order to reserve your spot on one of these highly popular
tours, we have to pay the operator at the time of the reservation.
That's one way we're able to offer such incredible rates.
We accept all major credit cards. All transactions
are processed using 128-bit SSL Encryption to offer you
the highest level of security. We don't accept cash
or checks because we're looking out for you. Credit
Cards offer fraud protection for you, so you will feel more
secure with your purchase, and we'll end up with happy customers.
We never add a surcharge to use a credit card when reserving
our tours.
Q:
WHAT HAPPENS AFTER I MAKE A RESERVATION? DO I GET
A TICKET IN THE MAIL?
A: Once you place
an order online, here's how the process works:
1. You'll immediately receive a receipt of your reservation. This is just to assure you that your reservation request was received.
2. Within 24 hours (in most cases), we'll send you an electronic ticket via e-mail (much like when you make an airplane or hotel reservation) that you'll print out and bring with you to Mazatlan. You'll use this ticket to gain entry to the tour. Make sure to review the ticket for accuracy the moment you receive it! If there are any corrections to be made, let us know right away.
3. Your ticket is your official documentation for meeting times for your tours and meeting place for your tours. Follow these instructions exactly. Times and places shown on the website are subject to change without notice - the only official meeting information is contained on your ticket. If you are not at the meeting place indicated on your ticket at the time indicated on your ticket, no refunds will be issued, even if a different time or location is shown on the website, so be 100% sure to print your ticket and follow the instructions on it, and on your accompanying e-mail.
Q:
HOW DO I KNOW IF THE DATES AND TIMES I WANT ARE AVAILABLE?
A: If there is any
problem getting you the dates or times you request, we'll
contact you right away to make alternate arrangements.
If nothing else works, we'll just refund your card and suggest
a different tour that might work for you.
Q:
CAN YOU MAIL MY DISCOUNT CARD TO ME? CAN YOU DELIVER TO
MY HOTEL?
A: No can do.
The mail in Mexico is not like it is back home. You'd
probably never see it, or if you did it would be two weeks
after you got home. The hotels won't allow travel
agents to enter the property - they're worried you'll try
to steal their business. We can't get past security.
To get around all of these obstacles, we've found that e-mailing your discount card works the easiest and smoothest for everyone. Just print it out, fold it, and tape it up and start saving!
ARRIVING ON A CRUISE SHIP
We get lots of questions from cruise ship passengers - so many that we've made a whole page just for you! See our Cruise Ship Passengers FAQ.
TRANSPORTATION QUESTIONS
We get lots of questions from cruise ship passengers - so many that we've made a whole page just for you! See our Cruise Ship Passengers FAQ.
Q:
how long will it
take to take a taxi? how much will it cost?
A: A taxi between
the Golden Zone and Downtown is about $6.00 and takes about
10 minutes. A taxi from the cruise pier to
downtown is about $10.00 and takes about 10 minutes.
A taxi within the Golden Zone is about $3.50.
Q:
IS THERE A BUS LIKE
IN CANCUN?
A: Yes, there is
a city bus - it is very cheap (about 40 cents) and easy
to ride. It's not quite so convenient as in Cancun,
but your hotel can provide you with bus riding info.
DON'T FIND THE TOUR YOU WANT?
Q:
I'VE HEARD ABOUT A SPECIFIC TOUR, BUT I CAN'T FIND IT?
A: The first step
is to try the search box in the upper right corner of each
page. If that doesn't work, then
contact us and we can either point
you to it on the website, or if it's not shown, we can still
usually book it for you or suggest a similar alternative.
OUR POLICIES
Q:
what if it rains
on the day of my tour?
A: If it rains on the day of your tour, but the
tour still goes out, there are no refunds. However,
if there is a storm, and the tour is cancelled by the tour
operator for any reason, you will receive a full refund
or an opportunity to reschedule (your choice). The
rain is usually very short lived, and usually gives way
to bright sunshine. The temperatures are still usually above
80°F so the rain is very warm, and it actually feels quite
good! There's almost never a need to cancel a tour in Mazatlan
because of the rain. Please refer to our
Terms and Conditions for full details.
Q:
i have a problem
regarding a dvd, video or photo bought on my tour.
A: All issues regarding DVDs, videos,
t-shirts, photos, etc. must be taken up with the tour operator
directly. We have no involvement in these purchases,
they are a direct transaction between you and the tour operator.
If you are having a problem finding contact information
for your tour operator, please let us know and we'll give
you the contact information you need, but please don't yell
at us if you have a problem with these items, it's really
not our fault. We don't know anything about these
items.
Q:
what if MY SHIP
IS LATE OR DOESN'T MAKE IT TO PORT?
A: If during your sailing, your ship doesn't
make port as scheduled due to weather, mechanical failure
or other unforeseen circumstances, just give us a call or
e-mail us as soon as you know and we'll refund 100% of your
money - we are proud to feature a no-port, no-pay policy.
See our terms and conditions for
complete details. - we are proud to feature Mazatlan's only
no-port, no-pay policy.
Q:
WHAT IS YOUR CANCELLATION
POLICY?
A: Cruise passengers
- see the above question. For all other cancellations,
we will cheerfully issue you a refund for your tour,
less a small 5% processing fee to help cover our credit
card fees we incur to process your cancellation. However,
within 48 hours of the tour, all reservations are non-refundable,
as we are unable to get our money back from the tour operator.
Without this policy, we'd be out of
business! Of course, if the tour is cancelled by the
operator, you will receive a 100% refund. Special
conditions apply to large groups, private boat charters,
and fishing trips. Please refer to our
Terms and Conditions
for full details.
COMMUNICATION
Q:
When I call YOU,
WILL THE PEOPLE ON THE PHONE SPEAK ENGLISH?
A: Ah! Glad
you asked! Yes! Every one of us speaks fluent
English, and we answer the telephone only in English.
No worries there. We also speak Spanish, if that is
easier for you.
Q:
I TRIED TO CALL
YOU, BUT I GOT A STRANGE ANSWERING MACHINE OR NO ANSWER.
A: In Mazatlan,
the phones aren't tremendously stable. When our phones
go out, they often revert to the default message that comes
with the phone - "Leave a Message" or something weird like
that. Don't fear - we'll get the message.
If you can't get through on the phone, just send us an e-mail
and ask that we call you back.
Q:
the phone keeps
being busy or nobody answers.
A: If you
don't receive an answer at this number, we are likely just
on the phone with other customers. We don't have voice
mail or call waiting, unfortunately. Our phones are
packed all day - Mondays through Thursdays are the busiest
days. It is also possible that are our phones may be down
- this happens A LOT in Mazatlan. If you don't get
through, you can either try back later, or you can shoot
us an e-mail containing your phone number and we'll call
you back just as soon as we can wrestle the phone from our
ear for a moment. Just try back soon. We're
sorry for any inconvenience.
PRIVATE AND GROUP TOURS
Q:
i HAVE A LARGE GROUP
- CAN YOU SET US UP ON A PRIVATE TOUR?
A: We can arrange
for a private tour of almost all of our activities. We can
even offer you a group discount, depending on the size of
your group. Most operators require at least 20 people
in your group to be eligible for a group discount, though.
Just contact us at the phone number below and we'll set
you up! To set this up, just give us a call toll-free
at 1 (877) 847-7297 or
Request a Custom Quote.
HOTELS, TRANSFERS AND OTHER SERVICES
Q:
CAN YOU BOOK A HOTEL, RENTAL CAR OR AIRPORT TRANSFER FOR
ME?
A: We do sell discounted
Airport Transfers. We
don't offer the other services, however we can tell you
who does. For rental car reservations you can visit
this site. Just type in "Mazatlan" in the box.
This is where we always book our rental cars through.
TECHNICAL DIFFICULTIES
Q:
IT SAYS "YOUR CART IS NO LONGER AVAILABLE"?!?
A: Make sure you
don't use the back button - just use the buttons.
If this happens to you, just close your browser and reopen
it and try again. It should work the second time.
Q:
HOW DO I RESERVE A TOUR?
A: At the bottom
of each page is a form - just pick your date and time and
number of people, and click "Book It!" to add your tours
to your shopping cart.
Q:
OK - DID THAT. NOW HOW DO I ADD MORE TOURS OR MORE
PEOPLE?
A: To add more people
on a tour, just change the number in the quantity box to
the number of people that will be going on the tour and
click "Recalculate". The cart will update. Now,
if you want to add more tours, click "Add More Tours" and
start the process all over again for the next tour.
If you are done, then click "Check out" and you'll complete
the process.
Still have questions? Just contact us and we'll get you going. Back to Top