FAQ

Why should you trust us?

Our office is located in Mérida, an almost unavoidable stopping-off point for tours of the Yucatan Peninsula. We can be reached 24 hours a day on our emergency cell phone, so we can deal immediately with any problems that may arise during your trip.

• Reactivity is our watchword.
  We’ll get back to you within 48 hours by e-mail (excluding weekends). You can call us after work for the price of a local call, as we’re open until 2am French time.
• Personalizing each project is the key to creating a tailor-made program perfectly suited to your wishes and constraints. We adapt to you, not the other way around.
• Mexico is our passion, which is why we’ve made it our home. We scout the terrain and unearth little tourist gems, places off the beaten track that agencies in France overlook.

Most agencies based in France use receptive agencies such as ours to operate their tours. By going direct to us, you avoid paying an additional intermediary.

We know all our guides, drivers, hoteliers, etc. in person, with whom we maintain excellent relations, guaranteeing you impeccable service.

Still not sure?

We can understand your concern, and we’d like to reassure you of our seriousness and credibility. Terra Maya is part of the Terra Group, a network of incoming agencies operating throughout Latin America, all created and managed since 1998 by a team of French friends and associates. We are the official receptive agent for a large number of agencies in France and around the world. We also work directly via the Internet, and you can read messages from some of our customers on their return from Mexico in our guestbook.

Who is my email contact?

Our travel advisors (e-mail replies) are all trilingual (at least English/French/Spanish) and well versed in the company’s organization. This is one of the strengths of our structure, which guarantees rapid (sometimes less than 24 hours) and accurate responses, in the language of the person you are speaking to, whatever the complexity of your request. Your contact can be reached by phone, e-mail or Skype: contact us.

What do we offer?

Terra Maya Mexico is a travel agency whose vocation is to organize authentic trips, based around must-see sites of course, but also and above all off the beaten track. And there are a thousand and one ways to build a trip, around a theme that should be the best reflection of what you’re looking for (cultural travel, relaxation, adventure, encounters, a passion for wildlife, for an art form, etc.).
Voyage à la carte” is certainly what best defines our business. Our vocation is to fill your trip with strong emotions and never give you the impression of “déjà vu”.
Write to us and we’ll build your trip together.

Are all our trips available online?

All our trips are available on our website. However, most of our requests come from our own customers. Contact us and we’ll build your trip together!

Who are our trips for?

Our trips are designed for everyone, including children. Depending on the degree of difficulty involved, some people may be excluded from certain activities (diving and other water sports).
Find out more about our tours on our website: click here.

Why can’t I find any prices on the site?

As you may have noticed, our prices are not shown on our website, which is primarily a showcase for our products and tour ideas.
Terra Maya works essentially on an “à la carte” basis, and most of our customers ask us to make changes to the programs we offer, so we’re constantly having to re-calculate our tours. That’s why we’ve chosen not to show prices.
We therefore invite you to let us know which tour(s) has/have caught your attention. We’ll then send you the precise price/description and, if you wish, a customized itinerary if you wish to make any changes to the proposed standard tour.

How do I book a tour or a trip?

Once we have agreed on a program (itinerary, services and prices), reservations with the various tourism service providers can only be made once we have received a deposit. It’s best to book as far in advance of your arrival date as possible, so that we have enough time to work smoothly. However, you should be aware that our process can be extremely rapid: we sometimes accept clients 15 days before their arrival in the country. It’s a good idea, however, to plan ahead so you can take advantage of any discounts (air tickets) or small commercial gestures we may be able to offer you.

How far in advance can I book a trip?

The earlier the better, as this will give you many advantages:

• Early reservations with our suppliers (hotels, transport, planes…etc.)
• Privileged attention from our sales team.

How is the price of a tour determined?

The price you are quoted is always per person, so we don’t know in advance whether everyone will pay their share.
The price we give you is always based on quality, and is a combination of collective and individual costs.

How do I pay for my trip?

We’ll let you know how to pay by e-mail.

What do we mean by private transport?

Private transportation is a vehicle driven by a Spanish-speaking driver (usually Mexican). The driver’s expenses are also included, so you don’t need to plan anything (except for a possible tip). The vehicle is adapted to the size of your group, and is totally private, i.e. reserved exclusively for you. No one else is allowed on board. If there are fewer than 3 of you, it’s usually a comfortable sedan-type car. On the other hand, if your group is made up of more than 3 people, we will provide a van (short, medium or long, depending on the size of your group). This mode of transport is generally preferable, as you don’t have to worry about anything (road, route, etc.) and it’s safer (you have a driver).

What do we mean by an autotour?

It’s a free formula that only includes car rental, hotels with breakfasts, some guides at the stops and entrance fees to the sites (only when you have a guide at the stops). We’ll send you a detailed program (day by day, number of kilometers, visits not to be missed) where sometimes you have an appointment with your guide, sometimes you organize the day as you see fit. Please note that some activities (cenote snorkeling, kayaking, generally accompanied) are organized and therefore included in our services.

You’ll be met at the airport by an English-speaking guide who will be on hand to help you pick up your rental car from Hertz. He’ll give you a detailed map, a telephone card and will be happy to answer any last-minute questions you may have. We always include this guide because it’s essential for a good vacation: a trip is successful when it gets off to a good start. So you don’t have to worry about a thing as soon as you step off the plane.

Our office team can also be contacted 24 hours a day, 7 days a week, should you have any problems or queries. Our phones: 999 944 53 59 (office) and 999 156 81 58 (emergency mobile).

What’s the best time of year to visit Mexico?

Mexico is a great place to visit all year round. Generally speaking, all the programs we offer can be carried out at any time of year without restriction.
There are local “rainy seasons” (generally from August to November), meaning that the rains are heavier than usual (usually at the end of the day), but this doesn’t mean that it doesn’t rain the rest of the year. It can rain anywhere and at any time, the difference lies in the volume of precipitation. This applies to almost all regions, with a few exceptions, such as the north of the country and its deserts. To say that a particular period is the best time to visit the Riviera Maya or Mexico City is a subjective assessment.

We advise you to avoid the peaks of Mexican tourism: December – January, Holy Week (early April) and the Festival of the Dead (November 01 and 02). Mexicans, who number 100 million, are the number one travellers in their own country. At these times, tourist destinations (especially the coast) are packed. Hotels and restaurants are fully booked, beaches are crowded… Prices are also skyrocketing, and hotels operate on a fixed-price basis for X number of minimum nights (e.g. sale of 5 nights, or nothing).

When is the best time to watch whales?

From mid-December to the end of April. However, we recommend that you follow several rules to get closer to the whales:

February is the best month to see these mammals, as the mothers have given birth to calves and are more docile, curious and easily approached.
They are protected animals and can only be approached by boat.
The Bay of Ojo de Lievre, Bahia San Ignacio and Magdalena are the best places to see them.