Dear Explorers of Rio Secreto

Terms and Conditions

At the time of making your reservation, you are giving us written and/or verbal authorization to use your credit card number to make your payment, and you expressly confirm that you know and accept our policies regarding reservations, payment, release from liability and cancellation. All reservations are subject to availability at the time that your request is being processed. Availability cannot be guaranteed until total payment has been received.

Payment and billings

• As soon as your reservation status shows that it has been confirmed, the monetary amount of your reservation will immediately be charged to your credit card, and it will appear in your account statement as: “Río Secreto SA de CV”.
• In payment of your reservation, we accept Visa and Master Card credit cards. If you do not have either of these credit cards, you may send us a bank transfer. For more information, please contact us at our Call Center.
• The rates published on our website are quoted in several types of currencies, which are duly specified at that time. Mexican pesos will be charged in Mexican pesos. In the case of any other type of currency, the transaction amount will be converted to American dollars at the exchange rate in force on the date of the transaction. Kindly take into account that the amount appearing on your credit card payment receipt can vary up to three percent due to international fluctuation in the exchange rate. www.riosecreto.com is not responsible for such fluctuation and by accepting these policies, you recognize that you have been informed concerning exchange rate fluctuation and agree to the corresponding charge in American dollars. Should you require a tax invoice, please contact us at our reservations center. It is important to mention that, for fiscal reasons, invoices will be made out only after you have enjoyed the reserved service(s).Tour programs and prices may change without prior notice.

Changes and Cancellation polices

• Changes: All changes in the time or date of the tour will have no cost whatsoever, subject to availability. If you wish to make a change in your reservation, you must personally get in touch with our reservations center 48 hours prior to the tour date, since we cannot accept instructions from third parties, hotels, travel agencies or car rental agencies.
• Refunds: All refunds—due to a reduction in the number of participants, total cancellation of the reservation, or for any other reason—may be subject to an administrative surcharge fee of 10% of the total amount paid for services.
• Cancellations: Cancellations made 5 or more days prior to the tour date will be subject to an administrative fee of 10% of the total amount paid for such services.
• Regarding cancellations made 4 days or less prior to your Río Secreto tour, or in case you fail to arrive, this amount will not be refunded.
• All our nature reserve programs operate come rain or come shine. Therefore, refunds will not be given due to poor weather conditions, except when the tour operator or other staff decide to cancel the program, in which case there will be a 100% refund.

Cruise Ship Passengers

• Cruise Ship Passengers: If you are traveling by boat, for your convenience, we ask that you get in touch with our Call Center prior to making your reservation so that they may help you make your purchase and avoid time schedules that conflict with your ship’s schedule.

Frequently Asked Questions

Useful Information and Answers for Our Visitors

What is the minimum age for being able to participate?

Four years old.

Do minors have to be accompanied by an adult?

Yes, they must be accompanied by an adult. Even though we have a tour guide, an adult must be personally responsible for any minors. However, if you wish to have a tour with a group of children, there can be a ratio of five children for every adult.

Do you sell videos taken of each tour group?

We do not sell videos, but we do take photographs of your tour. You can purchase these photos individually and we also sell CDs featuring many photos of your expedition including a few classic pictures of the nature reserve.

Can I take a camera with me on the tour?

In order to protect the safety of individuals, the group and the cave, you are not allowed to bring photography or video equipment into the caves, since you can slip or damage a natural structure while inside. However, you may use them outside the cave.

During the expedition, we have professional photographic equipment and lighting inside the cave, which allows us to safely capture your adventure on film and deliver high quality photographs. Common cameras are barely able to generate a bright enough flash inside Río Secreto and they are unable to capture and illuminate the beauty and scope of the entire cave.

Are there lockers available?

Yes, we have lockers with keys, available to you at no extra cost.

Can pregnant women participate in the tours ⁄ programs?

Since this tour takes place inside caverns, the path is windy and the ground is hard limestone rock that can be a little slippery in some areas. Although it is not high impact, risky or arduous, for the safety of individual visitors as well as the group, we do not recommend the tour for pregnant women, nor for persons with claustrophobia, heart problems, difficulty walking.

Is there a route that does not have stairs or one that suits people who have difficulty walking?No. Our goal is to leave the cave untouched and preserved in its natural state. The tour’s only path winds through rocky, natural formations.

How thick is the wetsuit?

It is 2.5 to 3 millimeters thick.

If I don’t know how to swim, can I still take the tour?

It is not required that you know how to swim. You only need to know how to float. The in-water portion of the tour is very brief and shallow. In addition, you will be aided by your life jacket and wetsuit, which help you stay afloat.

What is the temperature of the water?

The water is cool, with a temperature of 22º C to 24º C, or 69º F to 75º F. However, our visitors wear neoprene wetsuits and life vests to keep them comfortable and help mitigate the brisk water temperature.

What does the tour consist of?

This is a one-of-a-kind, guided cave tour that includes a combination of walking and swimming.

What happens if I want to go on the tour, but I have a child that is younger than the age in which they’re allowed to participate? Do you have someone who can take care of children who are too young to take the tour?

In these cases, please ask Río Secreto in advance if there is someone who can care for your children, specifying the date and time in which the babysitter will be needed, this service has an additional cost.

Isn’t the cost of the tour a little high, considering the amount of time that you’re in the cave?

For the cost of the tour, you are given exclusive access to a scientific wonder and lead by expert guides who happily share their knowledge of the area. You will use high-quality equipment and follow well-maintained paths to allow for optimum safety and enjoyment. Our technically advanced photography system will take photos of you as you make your way through this once-in-a-lifetime experience. Rest assured, the cost includes many things to make your tour memorable and the amount of time you spend in the cave will absolutely fulfill your expectations.

Is the cost of transportation very high?

$119 USD includes the Río Secreto tour and transportation from Riviera Maya, but you can also get there on your own by taking public transportation and paying the admission fee of $89 USD . See the instructions, How do I get to Río Secreto?

Should I arrive ahead of time for my tour?

Yes, we recommend that you arrive at the nature reserve ticket office at least 20 minutes before the time your tour starts.

Should I bring money for extra expenses?

Really, there are no additional expenses inside the reserve. However, we recommend that you take along some cash for purchasing souvenirs, photographs and/or for tipping the guides.

Do I need to bring sun protection?

The tour takes place in the shade since you are inside the cave almost the entire time, so you are not really exposed to the sun. We also ask all visitors to take a quick shower before going into the cave in order to eliminate possible toxins – like lotions, makeup and hair gel – that could pollute the cave and harm its delicate ecosystem.

How do I know what services are included and not included in my tour?

To see what’s included, please visit the pages for the type of tour you prefer:

• Admission fee only
• Admission fee + transportation from Cancun
• Admission fee + transportation from the Riviera Maya

How can I get and / or recover my photos?

Find below contact details of our photography team who gladly, may help with this issue, only need to send an email to: fotografia@riosecreto.com.