FAQs & Company Policies

What Happens if I need to cancel my yacht Charter? Cancellations due to personal inconvenience will be refunded if you give us a minimum of 14 days’ notice. Any cancellations made after this holding period, unfortunately, are non-refundable.

Our tours are generally booked for two months, five months, or even a year in advance. With such short notice, we will have an almost impossible task of filling the time slot we’ve been holding for you.

Illegal substances are not permitted aboard H2OH yachts. If the crew becomes aware of illegal substance use, the charter will be ended immediately and the yacht will return to the marina. Guests will be escorted off the property; police assistance may be requested when necessary.

Regular cigarettes are permitted only in designated smoking areas. Shisha, hookah pipes and other prohibited smoking substances are not allowed. Violations can result in confiscation of the items and immediate termination of the charter.

Treat the yacht, crew and other guests with respect. Sexual misconduct and drunk or disorderly behavior are not permitted and may result in immediate termination of the charter and return to the marina.

Shoes must be removed before boarding. Do not flush toilet paper or other products in marine toilets. Misuse can disable the toilets; if this cuts the charter short, no refund is issued and a damage fee may apply.

The moment you’re on board, the Captain has ALL authority. Please pay attention to when the Captain & Crew speak, and don’t be afraid to raise any concerns you may have. Your safety is our top priority here at H2OH Sun Cruises!

H2Oh Sun Cruises supply all alcoholic beverages. We are not permitted to allow outside alcohol on board. The legal drinking age in Mexico is 18, so no persons under 18 are allowed to consume while on board with us. Upgrade your all-inclusive standard bar by checking out our premium bar and bottle service.

You may bring water and snacks. Meals are included with All-Inclusive and Family charters. With Custom Series, meals are optional extras. Review your selected package and discuss dietary requests with our team before booking. 

Want an extra special gastronomic experience? We offer private Chef services, too! Click the chat button, or email us at [email protected] for more information. 

DJ’S & MUSIC: Per Puerto Aventuras ByLaws, DJs are not permitted in the Party Cove and can only be utilized at the Reef. This outside vendor fee is  $300.00 USD. And remember that our vessels have Bluetooth so that anyone can play DJ!

We can book you an amazing DJ to keep the tunes pumping all day long, though; email [email protected] for more information.

PHOTOGRAPHER: We love to capture your special moment on camera, and H2OH Sun Cruises has some great photographers on hand. However, If you’d like to bring your favorite photographer, please be advised that there is an additional $150.00 USD vendor fee. Find the price to book a photographer through us here or email us too.

Cancellations made 14 days before departure will also be offered the option to simply keep the rate and change the date, if they so wish. Cancellations made after 14 days before departure will not be eligible and will still be charged for their original charter.

Please note: if and when re-booking your charter date we will not be held responsible for any unavailable dates.

If we cancel or change your dates due to weather conditions, mechanical failure, or other reasons beyond our control, we will re-book you at our earliest convenience. We will not, however, be responsible for reimbursing travel, accommodation, or other incidental expenses or consequential issues incurred by you.

• You will not be entitled to a refund simply because the weather conditions are not “perfect and sunny”.
• We cannot be held responsible for trips cut short due to seasickness and no refund will be issued.
• Partial refunds are not valid when charters are asked to be cut short by you and/or any of your invited guests. For example, if you arrive late the return time will remain the same regardless, and you will still be charged in full.
• If the vessel is not in the condition you expected, before heading out you are entitled to refuse our services. Once having proceeded with your charter, you are no longer able to cancel and any form of refund policy will be invalid.
• A closed port announced by the Port Captain is also a qualifying reason for a refund.

We can help make transportations roughly 48 hours in advance.

It’s our pleasure to get you to the boat as conveniently and punctually as possible, but with other bookings, it’s hard to guarantee additional vans within 24 hours or less of a tour departure.

We are located at Puerto Aventuras Marina, approximately 29 minutes from Tulum Hotel Zone, 19 minutes from Playacar hotel zone (Playa del Carmen), and 1 hour 20 minutes from Cancún Hotel Zone. Head to this easy-to-follow Google map here to find us if you are coming with your own transportation. Or visit out Getting here page for all your transportation options. 

Whether you have your transport organized by an outside provider or have a rental car, head over to Getting Here, and for those driving, there is plenty of free parking on the street. We offer private transport services too, have a look here. If you have organized transportation with us, please be aware that drivers can not wait any longer than 10 minutes from your scheduled pick-up time. 

Please arrive 20 minutes before your departure time to ensure that our crew can help check you in and go through safety measures. Our departure and return times are strict. And while we understand mishaps, being fashionably late for your yacht departure time doesn’t afford you extra time out at sea as our vessels return at the scheduled time. 

The vessel will return at its regular scheduled time. 

All online waivers must be signed 48 hours in advance of your departure date, not the day of. Signing the digital waivers at the dock will delay your departure time. Guests must check-in 20 minutes before the tour departure time. Each guest must sign the waiver for themselves and sign on behalf of a minor.

Your selected charter lists its included meal, drinks and activities. Standard all-inclusive charters include captain and crew, food and standard open bar. Family options include meals and non-alcoholic drinks, with cash bar or bottle service available. Piratas TOO and Custom Series have different inclusions. Snorkeling is only included on eligible itineraries; it is not automatically included on three-hour cruises. Gratuities are not included.

The marina fee is $20 USD per guest ages 5 and older, separate from the charter price. H2OH collects it on charter day on behalf of the marina, based only on guests present. Children under 5 are exempt.

• A towel if you would like to go swimming and your swim gear
• ECO-FRIENDLY sunscreen (if it is a spray, be sure to apply it before boarding their vessels so as not to slip)
• A sarong, light jacket, or scarf as sometimes it can be a little chilly with the wind
• Sunglasses (a no-brainer!)
• We have a Bluetooth system, so feel free to load your iPod or phone with your music if you want to have your tunes!
• Hat: be prepared that it can get very windy, so make sure you have a hat that is secure if needed

Guests are responsible for their belongings while on board with us. We are not held accountable for any lost items left on our yachts. Remember to check all areas before your adventure ends! H2Oh is not responsible for shipping any found items back, as the courier process is not entirely reliable and takes a very long time, and we do not ship collect either.

The Puerto Aventuras Marina is a NO commercial, JetSki Zone. We do not offer this service.

Approximate one-way travel times are 29 minutes from Tulum Hotel Zone, 19 minutes from Playacar hotel zone (Playa del Carmen), and 1 hour 20 minutes from Cancún Hotel Zone. Puerto Aventuras is walking distance; no transportation is required. Travel times vary with traffic and your exact pickup address. We will confirm your pickup time. Plan to arrive 20 minutes before departure. Drivers wait a maximum of 10 minutes.