Terms and conditions

Booking Policy

Our transfer services are managed and operated by our selected providers.

PICK UP LOCATIONS IN CHIQUILA

PRIVATE TRANSFERS AND DOOR-TO-DOOR SERVICES ONLY
  • Private services: A representative will greet you at the ferry dock with a sign bearing your name and assist you to the vehicle.
  • Door-to-Door Services: A representative will pick you up AT YOUR HOTEL IN HOLBOX to take you to the Ferry and then a taxi will be waiting for you in Chiquilá.
CANCUN AIRPORT SHUTTLE (SHARED) ONLY

A 3-minute walk. Exit the port and cross the road. In front of the restaurant La Sardina Enamorada, next to the Holbox Express office.

PICK-UP LOCATION AT THE AIRPORT

Please bear in mind that because of Mexican Federal Laws the transfer must provide a manifest of the number of people being picked up. Only the number of people on your reservation will be allowed to board. Under no circumstance will additional passengers be allowed to board. The fine is $2000 USD.

PRIVATE TRANSFERS AND DOOR TO DOOR SERVICES ONLY

The operator will pick you up at your arrival terminal with a sign bearing your name. Please be aware that if your group arrives on different flights into the airport, we cannot collect from various terminals. All groups members should meet at the terminal of the last arrival (we will track this final flight).

SHARED AIRPORT SHUTTLE SERVICE ONLY

The pick-up point for the shuttle is the Guacamole Restaurant in TERMINAL 2. You can use the airport's free internal bus to change terminals. Please keep in mind that the shuttle will only wait 15 minutes past the scheduled departure time. Tickets are non-exchangeable non-refundable if you miss you departure time.

TERMS AND CONDITIONS

All services are run by our chosen operators.

The Holboxeño operates the website which acts as an interface between the customer and the service supplier. The Holboxeño website takes no responsibility for services provided by the supplier. All complaints or comments should be directed to booking@holboxeno.com.

LATE ARRIVALS, NO-SHOWS, AND MISSED SERVICES.

FOR PRIVATE AND DOOR-TO-DOOR SERVICES ONLY
  • Delayed flight: The transfer service will wait for you up to 4 hours at no additional cost.
  • Cancelled flight: The service is considered a no-show. A later service can be reprogrammed with a cost of 90% of the original price. You will be required to show proof from the airline that the flight was cancelled.
  • Missed flight: The service is considered a no-show. A later service can be reprogrammed with a cost of 100% of the original price.
  • In case of last-minute cancellation: it is considered a no-show and there will be no refund. See below for the full cancellation policy.
  • Missed ferry from Holbox: You will have to hire a private boat service at your own cost to reach Chiquilá at the appointed time. A later service can be reprogrammed with a cost of 100% of the original price if available.
  • Late arrivals: A later service can be reprogrammed with a cost of 100% of the original price if available.
  • No-show: there will be no refund.
  • We take no responsibility for missed connecting services or flights. If you are catching a flight from Cancún airport, we recommend leaving at least 5 hours before your flight from Chiquila. Please check connecting ferry times or ask one of our operators if you are relying on a certain service to leave/arrive to the island.
FOR SHARED AIRPORT SHUTTLES ONLY
  • The service will wait 15 minutes past the scheduled time. If you miss the service, it is considered a no-show and there will be no refund. Cancelled flight: the service it is considered a no-show and there will be no refund.
  • Missed flight: it is considered a no-show and there will be no refund.
FOR CHARTER FLIGHTS ONLY

Please ask us for the airline's terms and conditions/cancellation policy.

FOR ALL PICK UPS EXCEPT THE AIRPORT

Taxi pick ups on Holbox can only wait for a maximum of 5 minutes past the time indicated on your booking receipt. Please ensure you have checked out beforehand. After 5 minutes, the taxi may have to leave to pick up another client or charge you extra for missed services. For all other pick ups, except from the airport, there is a 10-minute wait time only. We cannot guarantee that the driver can wait for you after this as our vehicles have a number of services on the same day and are on a schedule.

CANCELLATION POLICY

For all our services, the cancellation policy is as follows:

Up to 48 hours before: full refund. 48-24 hours before: 50% refund 24-0 hours before: non-refundable. Please be aware that the booking fee for Covid tests is non refundable.

MAKING CHANGES TO YOUR BOOKING

We can guarantee any changes to your booking if made at least 48-hours before. If after, please contact us and we will do our best to modify your reservation (this is not guaranteed, however).

Please be aware that it is extremely difficult to make changes to services after the office closes the day before.

EXTRA INFORMATION: VARIOUS
SHARED AIRPORT SHUTTLES ONLY

Walk-ins for this service are not permitted. Please understand, you will not be allowed to board without an online reservation. For the shared AIRPORT shuttle to run, there needs to be a minimum of 2 people. If you only reserve one place and there are no other passengers booked on the shuttle, you will be informed via email of the cancellation by 6pm Cancun time the day before the departure and reimbursed in full. In the case of cancellation, we can offer you to book a private transfer to/from Holbox or can offer your the chance to buy the second seat on the airport shuttle.

FLIGHTS ONLY

Please ask us the the airline's cancellation policy and terms and conditions.

COVID TESTING ONLY

The cost of the tests must be paid directly to the doctor on the day. The deposit is a booking fee for organising the test for you. This is non-refundable and is additional to the payment to the doctor. The Holboxeño takes no responsibility for missed flights or extra travel expenses due to testing. It is your responsibility to check which type of test is required/accepted (antigen, PCR, etc.) and that you are within the required time frame.