Customer Help

European or All Inclusive Plan - What to choose - What is included?

The European Plan (EP) includes the room only and does not include any meals, drinks, entertainment or any other service. Please note European Plan (EP) rates are quoted per room and the total amount charged to your credit card at the time of booking will include taxes.

The All Inclusive (AI) plan includes not only the room but may also include meals, drinks, entertainment, etc. Hotel policies vary so please refer to the All Inclusive description link for your hotel of choice for detailed information on what is included in the all inclusive rate.

Please note that All Inclusive (AI) rates are quoted per person sharing the same room and the total amount due for your traveling party will be calculated automatically. The total amount charged to your credit card at the time of booking will include all taxes and gratuities.

Will I have support from resorts-cancun.com during my vacations?

Please feel free to copy our address and telephone numbers information shown below. Give us a call whenever you are in Cancun or Riviera Maya. We are a Cancun based company and we have the personnel and resources to serve you.

Cancunreservations.com is a TCP S.A. company located at:
A. Tulúm 269, 2 Piso, despacho 11
Supermanzana 15-A
Cancún, Quintana Roo
C.P. 77500, México
Tel: +52 (998) 8921385 - +52 (998) 8922645

About Special Requests

Special requests typically refer to bedding, room location and/or view, additional room amenities, smoking or non-smoking rooms and handicapped-equipped accommodations. Please note your requests in the "Special Requests" section of the reservation form and we will communicate your requests to the hotel.

Please be advised, however, that room assignment is at the hotel's discretion and all special requests noted are subject to availability at check-in. As a reservation agent, we cannot guarantee that the hotel will honor your requests.

When is payment made?

Our contracted rates are based upon prepaid reservations and all reservations are charged in full at the time of booking. Please refer to the following links for Reservation and Cancellation Policies for each service.

How do I know my reservation is confirmed?

Our reservation system works as follows:

1. You process your reservation.

2. Your reservation request is received and our automated system confirms receipt via
email

3. Our automated system sends your reservation request to the hotel for the hotel's
confirmation number

4. Once we have hotel confirmation, payment is processed and our automated system sends approval confirmation via email

5. We send your purchase coupon(s), one for each service you reserved (Hotel, transportation..etc)

ON REQUEST: If the room you select is available on request, it means that we eighter DO NOT have an allotment for this room or your check is is too soon to the actual date, usually hotels give us a deadline to confirm our request automatically. Upon receipt of your reservation request, your reservation will be placed on hold until we confirm availability (please allow a minimum of 24 hours for processing). If your reservation request is confirmed based upon the criteria you select (i.e. desired travel dates and room type), payment will be processed and our automated system sends the hotel’s confirmation number to you via email. In the event we are unable to confirm your desired room type, you will be notified as soon as possible via email.

How do I request group rates?

As a wholesale company, our rates are already discounted. Our contracted rates are based upon individual travelers and may be applicable to small groups up to ten (10) rooms (hotel policies vary).

In reference to larger groups of ten (10) please use the following form for requesting group rates. Please be sure to include your hotel of choice, meal plan, the total number of rooms required along with the arrival date and number of nights. We will confirm availability and rates and send a detailed quote upon receipt from the hotel.

Reservation and Cancellation Policies

Our contracted rates are based upon prepaid reservations and all reservations are prepaid and charged at the time of booking. All reservations processed are subject to cancellation penalties. Penalties vary and depend upon at which time the cancellation request is received. Please refer to the following links for our Reservation and Cancellation Policies for each service

Additional information on Resort, service or tour

As an on-line reservation company, all the information we have available is shown on-line. The information published on our site is maintained and reviewed periodically to ensure its accuracy and our rates are always up to date.

If you click on the hotel, you will find detailed information on the services and amenities offered as well as applicable photos.

If you require specific information that is not covered in our individual hotel page, please use the following form to send your question(s) and we will do our best to answer them.

Security in the Reservation Process

Your credit card is protected whenever you make a purchase or reservation on Cancunreservations.com All your transactions are protected by powerful Secure Sockets Layer (SSL) encryption technology, security standards supported by Microsoft Internet Explorer versions 4.0 and higher, and other popular browsers.

SSL encrypts your credit card number, name, address, and telephone number before they travel over the Internet. This makes doing business over the Internet as secure as purchasing by telephone.

In addition, TC&P S.A. de C.V., owner of Cancunreservations.com, has a contract with an international bank that have their own policy about credit card safety by internet.

The information regarding the mode of payment as well as personal data will remain safe and confidential. The connection that we use is via SSL and certified by an authority specialized on this kind of service by Internet, for this case the named authority is VeriSign.

The SSL technology is a standard used to protect the communications. This security protocol provides the encrypted and the authenticity from a server with TCP/IP connection ( Internet communication protocol and data network ).

The encrypted information allows the clients to send confidential data such as credit card numbers and personal information, witch assures that the transaction is taking place in the mentioned site and that the sent information can not be intercepted nor un- encrypted by someone else.

Reservation Status Request - Confirmation Number Request

If you have processed your reservations with the hotel directly or with a travel agent, unfortunately, we will not be able to assist you as the hotel policy prohibits our altering an existing reservation from another agent. Please contact the agent that assisted you with your reservations or the hotel directly.

You will receive several automated email responses throughout the reservation process. The final email (usually within 36 hours of processing) will provide you the correspondig Service Coupon, You will be able to contact directly to the hotel or service provider to check your reservation.

To check the status and/or confirmation number of your reservation:
Click on "Check my reservation" link located on the right top of each page.
Enter the reservation folio and email address and click "Check status"
If you have not received your confirmation number within 48 hours, please complete the following form and provide us with your proper email address. Perhaps the reservation has in fact been confirmed but you have not been notified due to an improper email address used at the time of reservation.

Modify Existing Reservation

All reservations changes are subject to payment and reservation policies of each hotel or service. Please use the following form to request any change or modification. Do not forget to include your folio number.

Cancel Existing Reservation

All reservations cancelled are subject to penalties. Therefore, our corporate policy is that all cancellation requests must be processed by the reservation holder through our system for proper user validation and acceptance of applicable cancellation penalties. To cancel your reservation please use the following form. We will appreciate you explain the reason of your cancellation, this will help us very much to improve our site and service.

After you submit this form, we will contact you by email asking for your confirmation, we will include on this email any possible penalty charge amount. After you agree this email notification we will proceed with the refund process.

Upon receipt of your cancellation request, we will issue a credit if applicable. Once credit has been processed, you will be notified via email. Please be advised that international credits can often take up to two billing cycles to appear on your statement. If the credit does not appear on your statement after 45 days of notification of credit, please contact us.

Error message received

Every day, we are improving our system and trying to make it compatible with any browser version and operating system, however it is posible to find an compatibility error. Please let us know if a system error occurs while you were using this website.

Usually errors occurs due one of the following reasons:

- Old browsers or operating systems
- Companies network security restrictions
- Cookies restrictions
- Connections time-out due to slow internet providers services

Please use the following form to describe the error. You will help us very much if you tell us your browser application (Explorer, Netscape, Motzila, Firefox, Safary..etc), your operating system (Windows XP, 2000, Me, MacOs..etc) as well as the page where you found the error message.

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