General Services and Policies.

1.How does Bukavan shuttles work?

Private shuttles only have to wait for the van to come into Cancun's Airport Loading Zone, since parking by the platforms for long periods of time is not allowed. The usual wait time is 5 minutes, which is the time it takes for the van to come in from its designated parking into the arrival platforms. Departing from your hotel, we will take you directly without stops to your destination. Private shuttles are available 24 hours a day.

2.If I'm not staying at hotel but a private address, can you still pick me up?

Yes! Our site was designed so you can input any kind of address as your pick up spot or destination and the correct fare will be shown to you to make your reservation. It works in any computer or mobile platforms for your convenience.

3.What if my flight is delayed?

Our greeters at the airport keep track of your flight for early arrivals or delays. There is no need to let us know that your flight is delayed. If you do change flights or your flight gets canceled, you have to let us know as soon as possible. For this matter, we also have a whatsapp account if you wish to stay in touch during the whole process. (+52 1998 3864554)

4.Can I change my departure time?

Yes, but you need to inform us at least 12 hours in advance. Last minute changes may cause your shuttle to not arrive on time of the new time requested.

5.How do I find you at the airport?

Our greeters wear turquoise shirts and hold a Bukavan sign with your name on it. Greeters are always outside the terminal and never inside (please avoid time share agents inside the airport). You will need to walk out and look for our greeters with the turquoise shirts.

Terminal 3 - Keep walking straight out and pass the crosswalk, our greeters will be after the crosswalk.

Terminal 2 International - Our greeters will be off to the right, after you exit the terminal, in front of the Grab N Go cafe.

Terminal 2 National - When coming out, you will see a snack stand, our greeters are usually in front of it.

Terminal 1 - When coming out, our greeters will be outside by the exit ramp.

FBO - When coming out, our greeters will be right outside.

6.What if I can't find your greeter?

You can call or chat with us via Whatsapp +52 998 884 6317. Please have your confirmation number ready. You can also email us at letsgo@bukavan.com

IMPORTANT: Please be aware of taxi scammers, they will pretend to call your transportation company and tell you to take a taxi and that you will get a refund. Our staff will never ask you to pay for a service if you have already paid for it. Make sure if anyone helps you to contact us, to make sure they are dialing the correct numbers.

7.What time will my shuttle pick me up on departure?

If you booked a round trip, your departure will be arranged with our staff at the airport on your arrival. If you booked a one way, we will send an email confirming your pick up time. We always schedule you with enough time so you can be at the airport at least 2 hours before your flight departure.

8.What are the restrictions on luggage?

There is no restriction on luggage. If you have more luggage than normal (2 medium or large pieces per person plus a carry on) or are traveling with luggage that requires special accommodations, you will need to let us know ahead of time, so we can arrange your shuttle accordingly.

9.What kind of vehicles are used?

We use VW Transporter vans, Ford Transit and Econoline 250 vans, Toyota Hiace Vans. All our vehicles are equipped with working seat belts and air conditioning.

10.How long does my trip last?

  • Hotel Zone in Cancun: 15 to 30 minutes.
  • Downtown Cancun / Playa Mujeres / Puerto Juarez: 30 minutes.
  • Puerto Morelos: 30 to 45 minutes.
  • Playa Del Carmen: 45 to 60 minutes.
  • Puerto Aventuras: 1 to 1.2 hours.
  • Akumal / Tulum / Tulum Hotel Zone (Boca Paila): 1.5 to 2 hours.

Note: are just estimates, it all depends on your destination and traffic conditions.

11.I'm staying at an apartment, condo, villa or AirBnb. Can I use your services anyway?

Definitely! As we stated before, our booking site is prepared to design a route based upon the addresses you input at the moment of the reservation, this way you can be sure you're given the best rate possible for the distance covered between your departure point and destination.

Booking, Payment, Cancellations.

12.How do I get a quote?

At the moment of your reservation you will see immediately the cost of your trip once you have chosen your hotel from the drop-dow list or entered an address.

13.Are reservations required?

Yes, we require a minimum of 12 hours in advance to process all bookings and make the proper arrangements to give you the best service.

14.Do you make same day reservations?

Yes, as long as your departure is at least 12 hours after your booking.

15.How can I pay?

We accept Credit Cards and PayPal for your reservations. We also can generate an ID Code for a wire transfer or a payment through Mercado Pago Services (a popular Mexican payment platform to pay for services at most convenient stores, banks and other businesses). Cash at arrival is an option.

16.What's the next step after payment?

After you book and pay online, you will receive a confirmation to the email you provided during the registry. Vouchers are usually emailed within 24 hours or less. If you don't see a confirmation in your inbox, please check your spam box. If you still don't see a confirmation, forward your receipt of payment to   letsgo@bukavan.com to receive it.

17.Shuttle Cancellation Policies?

  • a) Cancellations made 24 hours or more before your service have only a 10% cancellation fee.
  • b) Cancellations made 8 to 23 hours before your service have a 50% cancellation fee.
  • c) Cancellations made 8 hours or less before your service cannot be refunded.
  • d) No refunds will be issued on no-shows for arrivals or departures.
  • When using the shuttle back to the airport, there is a 25 min. waiting period in which the client has to be at the motor lobby of the hotel for their pickup. In case of not showing up during this time,the van will drive away and it will be considered as a "no-show" without any refund claims.

18.Tours Cancellation Policies

  • a) Cancellations made 48 hrs. (2 days) before your tour date, no cancellation fee.
  • b) Cancellations made until 6 p.m. the day prior to your tour date will have a 10% cancellation fee.
  • c) Cancellations made between 6 p.m. and 8:00 p.m. the day prior to your tour date, have a 50% cancellation fee.
  • d) Cancellations made after 8:00 p.m. the day prior your tour date will not have a refund.
  • e) No refunds will be issued on no shows for pickups or return pickups

Tours terms and conditions.

Tour's reschedule is allowed with no additional fee requested before 8 p.m. a day prior tour date.

Weather: Rains do not affect the tour activities; all tours will continue as scheduled. However, If port authorities close the boat's navigation due to strong winds predictions, the tour could be rescheduled or canceled. If canceled by the port authorities instructions, customers will be entitled to a full refund for those tours affected (snorkeling tours, Whale-Shark tour, scuba divingand/or catamaran tour).

Health issues: For unforeseen sickness or injury that prevents to do the tour or activity, we will need a valid doctors prescription to avoid the cancellation policies.
Last minute changes: For immediate assistance, please call +52 998 884 6317 | Whatsapp +52 998 3864554 .

Questions regarding your tour, please contact us at   letsgo@bukavan.com with your reservation number.

Bukavan Transfers Cancun Price Match Policy

We believe we can offer you the lowest-priced private shuttle service in Cancun & Riviera Maya, but if you find something even cheaper, we'll match it (given is a comparable service and type of vehicle).

19.How It Works?

Our price match guarantee applies only if you book private transportation to/from Cancun & Riviera Maya (shared shuttles do not apply).

Price match guarantee can only be obtained if the competitors price matches the same number of passengers, destination and transfer type (one way or round trip).

Price match requests can be done through email or with a representative through live chat at our site and (whatsapp +52 998 3864554). Please include a screenshot of the item or the URL (web address) where the item was located, the company name, price and reservation details.

The shuttle service must be offered and fulfilled by online retailers. Services sponsored by a third party promoters or timeshare won´t be eligible to be price matched.

Price match can only be accepted if the competitor is still on business.

All price matches are subject to approval.

Price match requests must be done 24 hours in advance of your service.

*Bukavan reserves the right to modify or discontinue the price match offer or to restrict its availability at any time, for any or no reason without prior notice or liability.

Special Considerations:

a)To make valid this guarantee all price matches reservations must be paid with at least 24 hours prior your arrival by any of the methods provided within the site.

b)Price match guarantee does not cover package deals, bundle offers, discounts, coupons and email offers.

Special Requests and Services:

20.I'm traveling with small children. Do you provide car seats?

We have front facing car seats and booster seats available, at no extra cost. Please request them at the time of your reservation. Car seats are subject to availability, but 90% of the time, we can provide them.

21.Help! I've left a belonging in the van. What can I do?

You will need to call or e-mail our team right away. Please remember that our vans provide multiple transfers throughout the day for hundreds of travelers and your belongings may get misplaced or picked up by another passenger. Bukavan Transfers IS NOT responsible for misplaced/forgotten items. If an item is left and found by our driver, security or car washers, it will be taken into Bukavan Transfer's Lost and Found repository, where they will be guarded until further instruction of the owner. We've helped sending dozens of lost items back to their owners in many countries.

22.Can my driver stop by at a convenience store?

Yes, our driver can make a quick 5 minute stop, so you can buy drinks or snacks, but only if there is somewhere to stop in between your pick up and your drop off destination. If you want to buy groceries or stop for a longer period of time, you will need to request this while making your reservation, since longer grocery stops (Walmart, Costco, or any grocery store) have an additional cost. Please contact us for pricing. Grocery stops are not allowed on Saturdays.

23.Can I arrange specific drinks for my transfer?

We can provide you with one free water bottle per passenger on private shuttles only. If you would like soft drinks or beers, they are 2 USD each. Beers we carry are Corona, Modelo and Heineken. You will need to request this when making your reservation. Cans only, no glass bottles available for safety reasons.