CANCELLATION AND LIABILITY POLICY 📄🖋️
Due to the nature of our service, which integrates the management and contracting of our external provider (hotel, transportation, and experiences at Xcaret parks), cancellation conditions are subject to the terms and contracts established by said third party.
Once the reservation is confirmed and payment is made, a management and reservation process begins, which may generate immediate non-refundable charges.
⚠️ Cancellations
Request: All cancellations must be formally requested in writing.
Penalties: Depending on how far in advance the request is made, administrative charges or penalties may apply.
Third-Party Policies: In most cases, payments made may be non-refundable (in whole or in part) due to the guarantee policies of the hotel and services involved.
💰 Refunds and Changes
Refund Management: If applicable, refunds are subject to supplier validation and will only be issued for recoverable amounts.
Processing Times: Response and execution times depend directly on the supplier's administrative processes.
Date Changes: Subject to availability and hotel conditions. Any modification may incur additional costs or rate adjustments.
🧠 IMPORTANT NOTE
By contracting our services, the client acknowledges and accepts that:
We act as a management, coordination, and liaison service.
A third-party supplier is involved in the final transaction.
Cancellation and refund policies depend directly on the regulations of said supplier.
COMPREHENSIVE PRIVACY NOTICE – EXE AUTHOR EXPERIENCES
Last updated: June 2026
At EXE (hereinafter referred to as "The Data Controller," "We," or "EXE"), excellence lies not only in the experiences we create, but also in the absolute respect for the privacy, security, and confidentiality of the information entrusted to us by our Members, Partners, and Guests.
In accordance with international data protection laws and current local legislation regarding the possession of personal data by private entities, we provide you with this Comprehensive Privacy Notice. This document details how we collect, safeguard, process, and protect the personal information that you freely and voluntarily provide to us through our forms on Meta, our official website, direct communications, or any other contact channel.
1. THE DATA CONTROLLER
The processing of the personal data you share will be the sole responsibility of EXE. We are committed to ensuring that all collected information is processed under the strictest technical, administrative, and physical security standards, guaranteeing at all times the principles of lawfulness, consent, information, quality, purpose, loyalty, proportionality, and accountability.
2. PERSONAL DATA WE COLLECT
To carry out the purposes described in this document and offer a truly personalized, high-end travel curation service, EXE will collect the following categories of personal data:
Identification and Contact Data: Full name, surname, email address, telephone number (mobile and/or landline), social media accounts (when contact is made through these means), age, date of birth, and gender.
Travel Preferences and Lifestyle Information: Detailed information about your travel group (family, partner, or friends), number of companions, ages of minors (children and teenagers), purpose of the trip (relaxation, celebration, adventure, gastronomy), preferred hotels (within the Hotel Grupo Xcaret portfolio, such as Hotel Xcaret México, Hotel Xcaret Arte, La Casa de la Playa, among others), and specific comfort requirements.
Logistics and Operations Information (Provided later for booking): Information about flights, arrival and departure times, transfer and private ground transportation needs, dietary or accessibility requirements, and estimated travel dates.
Note on Sensitive Data: EXE does not actively request personal data considered sensitive (such as religion, ethnic origin, political opinions, or detailed health status). If you provide us with information about allergies, dietary restrictions, or medical needs for the sole purpose of personalizing and safeguarding your stay or that of your family, this information will be treated with ultra-strict security measures and exclusively for the proper provision of the service.
3. PURPOSES OF DATA PROCESSING
The personal data we collect from you will be used strictly for the following primary purposes, which are essential for the relationship of trust and service you establish with EXE:
Personalized Curation and Design: To analyze the needs, preferences, and composition of your family or group of friends in order to structure, design, and quote customized travel proposals.
Reservation and Logistics Management: To precisely coordinate stays, requests for connecting rooms, large suites, and check-in priorities, as well as the scheduling of seamless airport-hotel transfers.
Personalized Consulting and Communication: We maintain fluid, warm, and personalized communication before, during, and after your trip to ensure that EXE's personalized methodology is followed in creating memorable moments.
Inquiry Response: We provide formal and detailed responses to information requests submitted through our marketing campaigns on platforms such as Meta (Facebook and Instagram Ads).
Secondary Purposes (Optional)
Additionally, and only if you do not indicate otherwise, we will use your information to:
Send you exclusive invitations to special seasons (such as preferential rates for families and children during specific times of the year) and launches of new experiences curated by EXE.
If you do not wish for your data to be used for these secondary purposes, you may request this at any time by sending an email with your request to our customer service channels.
4. SAFEGUARDING, PROTECTION, AND EXCLUSIVITY OF INFORMATION
At EXE, we are unwaveringly committed to the security of your information. We formally guarantee the following:
Restricted Access: Your data
