Frequently Asked Questions (FAQs)
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What is included in my transportation service?
When you book your transportation with us, you can expect the following services:
- Vehicles: We offer a range of comfortable and modern vehicles, including Toyota Hiace, Volkswagen Transporter, Chevrolet Suburban and Mercedes Benz Sprinter to accommodate different group sizes.
- Meet & Greet Services: Our staff will be waiting for you with a sign, ready to assist you and provide any information you may need.
- Luggage Assistance: Our staff are happy to help you with your luggage, ensuring a smooth and stress-free start to your journey.
- Aditional Beverages: If you wish to add beverages to your trip, you can do so when booking your transfer. Visit Transport Booking to explore these options.
Are your transportation services shared or private?
All our transportation services are 100% private.
When you book with us you can rest assured that you and your party will have exclusive use of the vehicle, with no shared services or other passengers joining your ride.
Our commitment is to provide you with a safe, comfortable and personalized experience tailored to your needs.
Do you offer transportation services to and from the new Tulum International Airport?
Yes, we offer transportation services to and from the new Tulum International Airport. To book your transfer, first select “Tulum International Airport” from the airport dropdown at the top of the booking form. Whether you need a private transfer, or luxury transportation, we have options to meet your needs. Please contact us for more details and to book your transfer.
What safety measures do you implement?
For us, your safety is our top priority. We implement strict safety measures, including:
- Regular vehicle maintenance: Our vehicles undergo regular and thorough inspections to ensure optimal performance.
- Trained professional drivers: Our drivers are highly experienced and follow strict safety protocols.
- Health and safety protocols: We adhere to stringent cleaning and sanitization procedures before and after each trip to ensure a safe environment.
Travel with confidence, knowing that your safety is in good hands with Master Transfers.
What should I do if my flight is delayed, I need to cancel or reschedule my service?
If your flight is delayed, please contact us as soon as possible to adjust your transportation schedule, ensuring your vehicle is ready when you arrive.
If you need to cancel or reschedule your service, please review our cancellation policy.
Generally, cancellations or rescheduling are allowed without additional charges if you notify us at least 24 hours in advance.
Changes made with less than 24 hours notice may incur fees.
For your return to the airport, we recommend scheduling your transportation at least 3 hours before your flight’s departure, considering the distance to the airport, pick up place and traffic conditions.
What types of vehicles do you offer?
We offer six types of private vehicles according to your needs and group size:
- Car: Just for 1 person.
- Small Van: Capacity for up to 4.
- Medium size Van: Ideal for groups of 01-10 passengers.
- Deluxe Transportation: Capacity for up to 4 people.
- Mercedes-Benz Sprinter: Capacity for up to 16 and 20 passengers.
Why do I need to prepay for my transportation service and what are my payment options?
Prepaying secures your reservation, ensures your vehicle is ready, and provides a stress-free experience.
You can pay online with a credit/debit card or PayPal, choosing your preferred currency (USD, MXN, EUR, CAD) before completing your payment. We do not recommend cash payments.
For more details, view our payment policies.
What is your cancellation policy?
To ensure the best experience, we have established the following cancellation policy:
Payment and Reservation:
• Full payment is required at the time of booking to confirm your reservation. Without payment, the service will not be confirmed, and Master Transfers will not provide the requested service.
• We require 100% advance payment to confirm any reservation. This includes payments via card (Visa or MasterCard) or PayPal, If the reservation is not paid, we will contact you immediately. We will send you a payment link for a credit card. The full payment must be completed before your arrival to confirm the service. If the reservation is not paid, we will contact you immediately.
• We understand your preference to pay upon arrival. However, we require full advance payment to confirm any reservation. This is due to several instances where customers did not pay for the service and left us waiting or ignored us.
• Please note that some clients have claimed to have canceled their reservations when they had not. We keep detailed records of all cancellations to avoid any misunderstandings.
• We appreciate your understanding and hope you can make the advance payment to secure your reservation. This way, we can guarantee you a hassle-free and high-quality service.
Cancellation and Refund Policy:
• Airport-Hotel, Hotel-Airport, Hotel-Hotel, or Short Transfers: To receive a full refund, cancellations must be made at least 24 hours before the scheduled pickup time.
• Tours: Cancellations must be made at least 48 hours before the scheduled pickup time to receive a full refund.
• No Refund: For cancellations made less than the specified time before the scheduled pickup, no refund will be provided.
Modification Policy:
Any modifications to your reservation must be made at least 24 hours before the scheduled pickup time. Changes due to flight delays or airline modifications are beyond our control and may affect other transportation operations we have scheduled for the day.
We will do our best to assist you, but please understand that these changes may not always be accommodated.
Weather Conditions:
• In our area, weather conditions can change quickly. Our services are not automatically canceled due to rain or mild weather conditions. Our team will assess the situation to ensure safety. If weather conditions pose a risk, we may cancel or modify the service and inform you promptly.
Emergency Cancellations:
• In case of emergencies, such as severe weather, personal health issues, or family emergencies, please contact us immediately to discuss possible solutions. We will work with you to find the best outcome for both parties.
Company Responsibility:
• If Master Transfers fails to provide the agreed-upon service, we will cover the cost of alternative transportation. To qualify for reimbursement, you must provide proof of payment with a receipt from the other company.
Confirmed Service and No-Show Policy:
• If you have a confirmed service and our driver arrives, the tolerance time is 20 minutes after the scheduled pickup time. If you do not show up within this time frame, the driver will leave proof of their presence at the reception. In this case, no refund will be provided as the absence was on your part, and you will need to arrange alternative transportation. If you reschedule with us again, you will need to pay the full cost of the new transportation service.
Last-Minute Services:
• We can confirm last-minute services subject to availability, including any extras, provided payment is made and confirmed by both parties.
Price Changes:
Prices are subject to change without prior notice. This clause is necessary to adjust for variable costs and ensure we can continue to offer high-quality services. However, confirmed and paid reservations will be honored at the agreed-upon price at the time of booking.
Contact Information:
• Phone (Mexico): +52 998 841 4345
• Email: info@master-transfers.com
We appreciate your cooperation and understanding. Our goal is to provide you with an exceptional experience.