FAQ for the Dolphin Encounter in Cozumel

Questions about transportation
Questions about the dolphin swim and the Chankanaab Park
Questions about cancellations
Questions about reservations and cancellations
Questions about arriving by cruise ship

Questions about transportation

How do I get from the cruise ship to the Dolphin Encounter area?
In Cozumel all transportation is done by taxi. Depending on the cruise ship dock where you land you may pay $5 to $8 for a taxi to take you to the Chankanaab Park (pronounced Chaunk a nob) for the Dolphin Encounter. When you disembark you will be put in a line for a taxi but there will be plenty of taxis in a line to take you to the Park in an efficient manor.

I have a group of people is there a bus or a large van?
In Cozumel all moving of tourist is done by taxi. There are taxi/vans available which will accommodate 7 people. There are no buses.

Back to Top | Back to FAQ

Questions about the Dolphin Encounter and the Chankanaab Park.

Can people that are not doing the Dolphin Encounter watch?
Yes. There is a spectator area for people to watch the participants in the dolphin swim. Spectators will need to pay the $16 entrance to Chankanaab Park (pronounced Chaunk a nob.) However the park is a nice place to spend the rest of the day. There is good snorkeling, nice beaches and good restaurants.

What is there to do in the Chankanaab Park before or after our Dolphin Encounter?
Chankanaab (pronounced Chaunk a nob) is a Mexican National Park with an entrance fee of $16. The park is a nice place to spend the rest of the day. There is good snorkeling, nice beaches and good restaurants.

Do I need to be a good swimmer?
While being a swimmer will give you a comfort level in the water it is not necessary. You will have on a life jacket the entire time you are in the water.

Can other members of party watch?
People in your group that are not participating in the Dolphin Encounter can watch from a spectator section. They will need to pay the $16 entry fee into the Chankanaab Park (pronounced Chaunk a nob,) and yes they can bring cameras. Once you finish your dolphin swim you can spend some time in the park. The park has good snorkeling, nice beaches and good restaurants.

Back to Top | Back to FAQ

Questions about cancellations

What happens if my ship does not dock in Cozumel or docks late and I cannot make the Dolphin Encounter?
There are times due to weather or other circumstances that the cruise ships will not dock in Cozumel. When this occurs you will be give a 100% refund.

What about refunds if I decide to cancel the Dolphin Encounter?
If you decide to cancel the Dolphin Encounter you can do so up to 7 days before the service is to be rendered and only pay a 5% administrative fee. Less than 7 days notice of cancellation is considered a “no show” and no refund is possible. So that you do not get charged a no-show fee we recommend you call us from the cruise ship. You can call our U.S. number 1-800-860-5917 or 1-210-579-0634 or our number in Mexico is +52-998-887-8069.

Back to Top | Back to FAQ

Questions about reservations and cancellations reservation

How do I know you have space available?
If you reserve 14 to 21 days in advance you have a 99% chance we have space for you. We recommend you send in your reservation, complete with your credit card information, and if space is not available we will call or email you with when space is available. So be sure to include your phone number on your reservation form.

Is it possible to make a reservation when I get to Cozumel?
We do recommend you make your reservations as far in advance as possible so that you are sure to get the trip when you want to go. All year long there are many times we have no space available 2-3 days in advance. To make your reservation once you arrive in Cozumel call us at 01-998-898-4312, and from the states 1-800-860-5917.

What is your cancellation policy?
You can cancel any trip up to 7 days before departure and only pay a 5% administrative processing fee. If the trip is cancelled because the port is closed by the port captain due to weather then you will receive a 100% refund. Click Here to see all Cancellation and Change Policy.

Is the pricing on the website correct?
Yes. The prices are accurate and complete meaning that there are no additional charges. Our guarantee is that you will not pay more than that published price on our website. At the end of the tour a tip is optional and is generally 15% - 20% of the price depending on how much you like the tour and the service provided.

I send in a reservation with my credit card and what happens?
Once you send a reservation we confirm that there is space available. Then we charge your card. We then put the confirmation number on a coupon or voucher and send it to you in an email. You print it and that is your paid receipt for the tour. You present the coupon at check in.

What happens if there is no space in the day or time I want?
If there is no space for the day and time you want we will not charge your card. We will call or email you immediately and make a recommendation as to when you may be able to do the event.

Should I send in my credit card with the reservation?
Yes because you have a much better chance of getting the tour the less time that goes by before the departure. If there is no space available we will not charge your credit card but advise when the tour is available closest to the date you want. If you send in a reservation form without a credit card number inquiring about availability then we respond, simply more time passes giving the tour more time to fill up. Again once you are ready to reserve it is best to send your reservation with a credit card. Please remember no reservation is made until we have payment via your credit card or by other means.

How can I check the status of my reservation?
It is our objective that you know what is happening with your reservation. We will send you an update if we are going to be than 48 hours getting you a response. If 48 hours has gone by and you have gotten no update or coupon please call 1-800-860-5917 from the USA and Canada or +52-998-898-4312 from the rest of the world. If you are already in Cancun our local number is 898-4312 and if you are outside Cancun dial 01-998-898-4312.

Back to Top | Back to FAQ

Questions about arriving by cruise ship

I am arriving by Cruise ship to Cozumel how can I do this activity?
When you get to Cozumel you will need to take a taxi to the Chankanaab Park (pronounced Chaunk a nob.)

Are the times quoted in “Ship Time?”
That depends on the port of departure for you ship. Ship Time is based on the port of departure. So if you departed from Texas or any other port in the Central Time Zone the times above are the same times as “Ship Time.”
If you departed from a Florida port then “Ship Time is EASTERN TIME and you will need to remember that the times quoted above are 1 hour later. For example if you arrive at 8:00 AM Ship Time from Florida then you are arriving at 7:00 AM local time.