Terms & Conditions

Booking conditions:
Rates displayed on our website or requested by mail or by phone are valid until midnight the same day. All rates apply specifically to the requested service, otherwise, the rates may vary. A reservation is considered complete when you have a confirmation number and the corresponding charge has been applied.

When booking, you authorize us in writing and/or verbally to use your credit/debit for payment and you are confirming knowledge and acceptance of our terms and conditions. All reservations are subject to availability until the transaction has been processed. The availability cannot be guaranteed until full payment of the service has been made.

To avoid delays, you must have your voucher (printed or screen) and present it at the check-in, entrance, or start of the service booked. We accept bookings 24/7 however only bookings made with more than 24hrs are confirmed. For booking made with less than 24hrs, our Customer Service staff will do their best to accommodate you, if not you will be notified by e-mail and refunded within 24hrs. If you select an option, you will be contacted by our customer service staff to amend your booking.

Payment Policies:
The total amount of your reservation will be immediately charged to your credit/debit card or PayPal account and will appear on your statement as PAYPAL*MXGREATSERV or PAYPAL MEXICOGREATSERVICE or TNT56006 or Trustmytravel.com. For reservation payments, we accept Visa, MasterCard, American Express. If you have any of these credit cards, you can make your payment with Visa or MasterCard debit affiliated banks. We also accept PayPal. We are proudly a cashless company; no cash will be requested for the payment of your services.

On our website, our rates are published in US dollars (USD). If you have a bank account in another currency your bank or credit card company will convert the currency. The transaction amount will be converted from US dollars at the exchange rates prevailing on the transaction date. Note that the amount shown on the receipt of your credit card can vary by up to three percent. Due to fluctuations in international exchange rates, we can’t be responsible for the fluctuation. You acknowledge having been informed of the fluctuation of the exchange rate and agree upon the charge in US dollars.

Travel payment protection:
To guarantee the protection of your payment up to the time of the service even if you book far in advance. All bookings processed through our websites are financially protected by Trust My Travel. Trust My Travel protects Travelers in the event of non-delivery of service and insolvency by their Travel Provider. This guarantee a full refund if you cancel in the terms of cancelation or in case of major global emergency events. 

Wisest Travel part of Mexico Great Service holding serves as an intermediary between the customer and the supplier of goods and other website services. Wisest Travel has established trade negotiations with their own standards of quality and service, such as, but not limited to, ground transportation and other tourism-related activities such as tours and excursions, choosing only the most qualified and most prestigious suppliers in the market. However, we cannot assume any responsibility for those buying services on its website, by acts or omissions of suppliers here announced, under which we have no control over their legal or personal relationship of equipment, operations, or property.

Lost Items:
Passengers are responsible for their personal belongings. We make every effort to return the items left on our vehicles to their owners but we are not responsible for lost, stolen, or damaged items. Any charges incurred in returning an item left on board to its owner must be paid by the owner.

 Many bags look alike. Our drivers cannot be responsible for remembering which bag belongs to which passenger. When you reach your destination, please check that you have recovered all your belongings and that each bag, briefcase, computer, etc. is yours.

Wisest Travel states:
The photos that appear on its website are the only representative and do not guarantee an accurate representation. The category assigned to the services is based on the interpretation of Wisest Travel and may differ from the categories shown elsewhere.

Descriptions of services (transportation, tours, …) are updated by Mexico Great Service holding. Wisest Travel is not responsible for any claim, cost, or expense arising from personal injury, death, loss or damage to personal property, loss of pleasure, anger, disappointment, distress, or frustration, either mental or physical, as a result of what is mentioned below: The acts or omissions of any other person other than Wisest Travel or its employees. Illness, theft, labor disputes, mechanical breakdown, quarantine, government actions, weather, or any other cause beyond the direct control of Wisest Travel.

It is the customer’s responsibility to obtain the necessary travel documents, such as, but not limited to, passports, visas, and certificates. If the customer does not follow the instructions, including but not limited to airport departure times, time and date of arrival and departure hotels, the coupon redemption policy, cancellation, or change for any reason the services offered, Wisest Travel shall not be held responsible for the loss of the service.

We reserve the right to cancel or change services at our discretion; We try to replace them with similar services. If we must completely cancel your reservation, Wisest Travel’s liability is limited to returning the amount paid for the service.

All transportation services, including times for pickups on arrival/departure or any tour, are approximate. The unit can be delayed due to weather, traffic, or for operational reasons. For any service departing from a hotel or any other location, there will be a maximum tolerance of 5 minutes, after this time, the service is considered as a no show, for which no refund applies.

For transportation services from the airport, we flight tracks and will wait a reasonable amount of time for a guest to come through. We will reschedule a transfer if we have been advised prior to a flight change. We are not responsible if you have any situations that delay you inside the terminal such as Timeshare, problems with luggage, customs, immigration. Etc. After 90 minutes after the flight arrival time, if a passenger has not yet presented themselves, they will be considered a no show, and any cost incurred will be paid by them.

Time for pick-ups, on arrival, departure, or any tour is approximate, the unit can be delayed depending on weather and traffic or others. For any service departing from a hotel or any other location, there will be a maximum tolerance of 5 minutes, after this period, the service is considered a no show, for which no refund applies.

Cancellation policies and changes:
Any request for change/cancellation must be made in writing by e-mail at least 24 hours before service indicating the reservation number, your full name, and the requested change. Any change or cancellation is only valid when confirmed in writing by Wisest Travel. If no confirmation of change is received, do not assume it has been actioned. Should no answer be received, no change to transport has been scheduled and therefore additional cost will be paid by the customer.

Cancellations, changes, and refunds:

  • Cancellations made 24 hours before your service = 100% refund
  • Cancellations made less than 24 hours notice are not subject to a refund
  • No show any service = no refund

*The refund procedure can absorb 10% to 20% of the total amount paid. The fees are for administrative costs, handling fees, credit card payments, and transaction and other fees beyond our control.

The combos do not apply for partial reimbursement. A combo is considered a single service. If you want to make a single part of the contracted combo, the cancellation does not correspond to a refund even meeting the required deadline.

Global emergency situation:
In case of a tropical storm, hurricane, global emergency situation, you may change the date of the service, or change for a different one, or at any moment you can request a full refund. In case of a more expensive service being chosen, the difference will be paid by the customer.

In case of cash payment by bank deposit or convenience stores, no refund would apply, we will provide a future travel voucher.

Mexico Great Service holding for AirportCancun.travel, CancunShuttle.travel and Wisest Travel are the authorized transport by International Airport. One of our representatives will be waiting with a sign with the provider name assigned to taking care of you. No one else is authorized to provide this service. On return to the airport, the standard 3 hours before for international flights will already be scheduled for you. We also take into account weather, traffic, security, etc. Should you change your pick up time, you are fully responsible for any situations that occur from that change.

Special discounts and/or promotion codes are applicable only during the scheduled dates for the discount; discounts will not be applied outside of those dates or if a client fails to enter the promotion code in the appropriate field.

Call and contact center, customer service:
After any booking, you might be contacted by phone and or by email by one of our customer service agents to advise of any changes and to confirm your details.  Please have a look at our Data privacy policy.

Our call center agents are well trained and perfectly know rules, conditions, policies, and guidelines, Should you be dissatisfied with the service from one of our agents, please speak to one of the managers.

Security, sanitary, hygiene, health, and safety and regulations:
Mexico Great Service holding and he s bands applying to all federal, national and local rules and protocols and regulations focusing on all aspects of security, hygiene, health, and safety.

  • We do also applying to all international, national, and local sanitary rules and protocols safety in line with COVID19.
  • We are proud to announce, that we have received the “Safe Travels” stamp from The World Travel & Tourism Council (WTTC).
  • In order to keep everyone safe, you, our team, and the equipment, no respect of those guidance’s, rules, recommendations will be refused the service

Future Travel Voucher policy:
The future travel vouchers generated are valid for 12 months after the date of creation. You can use those vouchers in any destinations on tours, transfers offered by Wisest Travel directly or through the different brands. You can use these vouchers directly on our website or through our experience center. One of our agents will be glad to help you.

Wildlife activity:
Wisest Travel is against any animal cruelty, exploitation, or other, therefore, we don’t offer any wildlife activity in captivity.

Wisest Travel does not practice or tolerate any type of discrimination, exercises equality in its guests, providers, and employees, and respects them regardless of their condition. In Wisest Travel we believe that diversity makes the wealth of organizations.