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FREQUENTLY ASKED QUESTIONS

       
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See also our Frequently Searched Terms page or use the search box in the upper right or most of the pages on our website to find what you're looking for.

SAFETY AND SECURITY

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!  Don't take our word for it - see What our Customers are Saying! Couple our responsive, honest and friendly English-speaking customer service with our best-in-Vallarta prices and our 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.  We are also certified by IATA, the primary licensing authority for travel agents and agencies all around the world and win TripAdvisor's Certificate of Excellence each and every year.

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 Puerto Vallarta Tours), we just sell them for less. On top of that, we give you a free Puerto Vallarta 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: 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?  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.

Q: IS PUERTO VALLARTA SAFE?  I KEEP SEEING THINGS ABOUT MEXICO ON TV...
A:
 For all the latest up to date safety information in Puerto Vallarta, click here.

RESERVATION QUESTIONS

Q: WHY SHOULD I BOOK WITH YOU? CAN'T I JUST WAIT UNTIL I GET TO VALLARTA?
A:
Well, there are a few reasons....

   
Reason #1: Lower Prices Reason #11: Toll-Free Customer Service
Reason #2: Safe and Secure Reason #12: Honest Recommendations
Reason #3: No Timeshare Reason #13: No Port, No Pay Guarantee
Reason #4: Exclusive Discount Card Reason #14: We'll have you in for a beer!
Reason #5: We all speak English Reason #15: Years of Experience
Reason #6: At-Home Convenience Reason #16: We Think Like Tourists
Reason #7: No pressure sales Reason #17: More Vacation Less Planning
Reason #8: Fraud Protection Reason #18: Less Sold Out Dates
Reason #9: Local Expertise Reason #19: Customized Tours
Reason #10: Better Selection Reason #20: Responsive Service
 
You want more?  Isn't That Enough?!?

You're sure demanding!  Okay - here's the lowdown on how it works in Vallarta: When you get to Puerto Vallarta, 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.  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 in Puerto Vallarta. 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.  If you chose to call us with your credit card, then you'll call us right away and finish the transaction.  If you paid online, you are done - you don't have to do anything else. 

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 Puerto Vallarta.  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.  Together with the ticket, you'll receive directions to our office to pick up your discount card, local contact information, and any other relevant information.

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.

4.  When you arrive in Puerto Vallarta, give us a call at 222-4935 then come on down and pick up your discount card.  We're happy to have you in for a beer if you like, or answer any questions about your tour or Puerto Vallarta in general.  You don't have to pick up your card or call us if you don't want to - it's just a free bonus if you do.

Q: WHERE DO I SPECIFY WHAT DATE I WANT?
A:
After you click "Book Now" and add all your tours, click "Check out".  On the next screen will be a place for you to specify the dates and times you'd like on your tours.

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.

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. 
So, we've decided to e-mail the cards.  We think that's the easiest and best way.  Just size them to a normal size, print them out, fold them in half and tape or staple the two sides together.  If you have access to a laminating machine, laminating the cards is an excellent way to preserve them for use throughout your trip.

Q: WHAT TIME ZONE ARE YOU IN?
A: All of our tours run on Puerto Vallarta local time, which is Central time. 

Q: WHAT ARE THE MOST POPULAR TOURS IN PUERTO VALLARTA?
A:
All our activities are popular, but some that stand out are Rhythms of the Night, Horseback Riding, Deep Sea Fishing, Swim With Dolphins, Pirates of the Bay, Pirate Land, Las Caletas, and the Canopy Tours

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: why don't most of your tours offer hotel pickup? how do I get there?
A:
In Puerto Vallarta, we have several different hotel zones that are quite a ways apart from each other. It would take at least an hour or more to pick up everyone at their hotel. Nobody wants to sit on a bus for an hour each way while the bus goes from one hotel to the next.  Not only that, but the Taxi Drivers union won't let buses into the hotels to pick up.  In Puerto Vallarta, the easiest way to get around is by Taxi.  Just tell them where you want to go and they'll take you there.  We'll send you directions to the departure point with your confirmation.  It is a much better use of your time to just meet at one location and go from there. 

Q: how long will it take to take a taxi?  how much will it cost?
A:
Taxis to downtown Puerto Vallarta are about $6.00 USD and take about 10 - 15 minutes.  To Nuevo Vallarta, it's also about 10 - 15 minutes, but about $10.00.

Q: IS THERE A BUS LIKE IN CANCUN?
A:
Yes, there is a city bus - it is very cheap and easy to ride.  Not quite as straight forward as Cancun, but it goes up and down the highway all day long.

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, you can see our Frequently Searched Terms page for the most common items people search for.  If that still doesn't work, then contact us and we can book it for you.

OUR POLICIES

Q: what if MY CRUISE SHIP DOESN'T MAKE PORT?
A:
We are proud to feature Puerto Vallarta's only No-Port, No-Pay policy!  If during your sailing, your ship has to reschedule and doesn't make port due to weather, mechanical failure, or other unforeseen circumstances, just give us a call or drop us an e-mail as soon as you find out, and we'll cheerfully refund your money, or change your date if you prefer. How great is that?  We take care of our customers at Puerto Vallarta Tours - the same way you take care of us!  Exceptions: Dolphins, Rhythms of the Night, Las Caletas, Fishing and Boat Charters are subject to our normal cancellation policy.

Q: what if it rains on the day of my tour?
A:
It could rain - you are in the tropics.  During the summer months in Puerto Vallarta, it can rain almost every day.  The rest of the year is very dry, so the chances are unlikely. If it does rain on the day of your tour, all the tours still run, so there are no refunds.  However, if there is a storm, and the tour is cancelled, you will receive a full refund.  The rain is usually very short lived, and usually gives way to bright sunshine. The temperatures are still around 90F (32C), so the rain is very warm, and it actually feels quite good! There's never a need to cancel a tour in Puerto Vallarta because of the rain. 
Please refer to our Terms and Conditions for full details.

Q: WHAT IS YOUR CANCELLATION POLICY?
A:
Up until 36 hours prior to the tour, any tour cancellations are eligible for a refund, less a very small 5% processing fee to help cover the credit card fees we're charged to process cancellations.  Within 36 hours of your tour, we are unable to issue you a refund, as we will be unable to obtain one from the tour operator.  As we are unable to get our money back from the tour operator after this time, without this policy, we'd be out of business! 
However, if something comes up at the last minute, give us a call.  We'll do our best to get you your money back, or change your date for you, but we can't promise anything.  Of course, if the tour is cancelled by the operator for weather or any other reason, you will receive a 100% refund.   Please see our Terms and Conditions for complete details and our cancellation policies for large groups and private boat charters.

We also feature Puerto Vallarta's only No-Port, No-Pay policy - if your cruise ship doesn't make port for any reason, just give us a call as soon as you find out and we'll cheerfully refund 100% of your money or reschedule you for another day.  Exceptions: Fishing, Dolphins, Las Caletas, Rhythms of the Night. 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 IS YOUR PRIVACY POLICY?
A:
We don't share your personal information with anyone except your name that we give to the tour operator of course - no mailing lists, no timeshare companies, nobody else.  It's between you and us.  Your credit card information is securely encrypted for maximum protection.
Please refer to our Privacy Policy 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.  No worries there.  We also speak Spanish
as well.

Q: I TRIED TO CALL YOU, BUT I GOT A STRANGE ANSWERING MACHINE OR NO ANSWER.
A:
In Puerto Vallarta, there are heavy rains during hurricane season that often knock the telephones out.  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 long - Mondays through Thursdays are the busiest days. It is also possible that are our phones may be down - this happens A LOT in Puerto Vallarta when we have storms.  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.  If you get no answer at all, either we're assisting a customer and can't break away to get the phone, or we had to take the dog out - yes, he has to go out sometimes.  In Downtown Puerto Vallarta, you can't let him run free - you have to supervise.  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.  We can provide you with a tour guide that speaks English, Spanish, Dutch, German, or French if you desire.  Just contact us at the phone number below and we'll set you up!  You can also see our regular selection of private tours.  To set this up, just give us a call toll-free at 1-866-217-9704 or
Request a Custom Quote.

HOTELS, TRANSFERS AND OTHER SERVICES

Q: CAN YOU BOOK A HOTEL, RENTAL CAR OR AIRPORT TRANSFER FOR ME?
A:
For airport transfers, click here
.  To see all the hotels and rates in one easy location, click here.  For rental car reservations you can visit this site.  Just type in "Puerto Vallarta" in the box.  This is where we always book our rental cars through.

TECHNICAL DIFFICULTIES

Q: HOW DO I RESERVE A TOUR?
A:
On the tour detail page right by the price is a big red button that says "Book Now".  Click on that and you'll add the tour to your shopping cart.  You can also call us toll-free at 1-866-217-9704 anytime and we can take your reservation over the telephone.

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 "Continue Shopping" 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.

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.

Still have questions?  Just contact us and we'll get you going.  Back to Top


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