FREQUENTLY ASKED QUESTIONS
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.
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.
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....
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| Reason #1:
Lower Prices |
Reason #11: Better Selection |
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Reason #2: Safe and Secure |
Reason #12: Honest Recommendations |
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Reason #3: No Timeshare |
Reason #13: No Port, No Pay Guarantee |
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Reason #4: Exclusive Discount Card |
Reason #14: We'll have you in for a
beer! |
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Reason #5: We all speak English |
Reason #15: Years of Experience |
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Reason #6: At-Home Convenience |
Reason #16: We Think Like Tourists |
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Reason #7: No pressure sales |
Reason #17: More Vacation Less Planning |
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Reason #8: Fraud Protection |
Reason #18: Less Sold Out Dates |
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Reason #9: Local Expertise |
Reason #19: Customized Tours |
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Reason #10: 24 Hour Toll-Free Service |
Reason #20:
Responsive Service |
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| 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, the
Canopy Tours, and the
Sierra Madre Expedition.
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 your ship has to reschedule and doesn't make port
for any reason, 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 90°F
(32°C), 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 cancellations are eligible for a 100% refund, less
a small processing fee to cover our expenses. Within 36 hours of your tour, we may be unable to
issue you a refund, as we may be unable to obtain one from the tour
operator.
Fishing and boat charters are not refundable within
7 days of the scheduled date of the trip, but
outside of 7 days are 100% refundable, less a $50.00 administrative
fee. 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, you will receive a
100% refund.
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 Terms and Conditions 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 and Norwegian.
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 from about
7:00AM until midnight - 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.
HOTELS, TRANSFERS AND OTHER
SERVICES
Q: CAN YOU
BOOK A HOTEL, RENTAL CAR OR AIRPORT TRANSFER FOR ME?
A:
No, we don't offer those services, however we can
tell you who does. For Airport Transfers, we recommend
Vallarta Transfers.
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.
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