Frequently Asked Questions

The price of the tour depends on the selection of your dinner:

Your ticket includes, your dinner selection, and pirate show, served with a Buffet: Salad bar, Steamed Vegetables, Rice, Mashed potato, Pasta, Nuggets, Pizza & Hot Dogs only for minors in the promotion "Kids Free 2-11 years old"; Also during the crossing includes open national bar.

Yes, you can check our promotions section at: https://www.capitanhook.com/promotions.php

The surcharge payment per Adult dinner ticket is $20 USD and $10 USD per child (from 2 to 11 years) dinner ticket or children with “kids free promotion”. Maximum 2 children per adult with “kids free promotion”, additional children must purchase a children’s dinner option. This charge is MANDATORY, and must be paid prior to boarding the tour.

Children under 1yrs do not pay.

This can be paid in cash or debit/credit card directly at the ticket office upon arrival.

It is necessary to be present 45 min before the departure of the ship (6:30 PM), for check in

We accept credit and debit cards, only Visa and MasterCard (not American Express). It is necessary that it shows an official identification to be able to enhance the payment.

The ship sails at 6:30 PM and returns at 10:00 PM

We accept children of all ages, as long as they are under adult the supervision.

For now we only sail from our location in Blvd. Kukulcan Hotel Zone KM 5 Hotel Grand Oasis Palm Beach, Cancun, Mexico 77500 (Captain Hook Marina). But in the confirmation email that we send you we will confirm your departure location.

The pirate kit includes: 1 sword, 1 eye patch, 1 face mask thematic and 1 bandana from Captain Hook.

We do not have parking at our Captain Hook Marina location (Blvd. Kukulcan Hotel Zone KM 5 Hotel Grand Oasis Palm Beach, Cancun, Mexico 77500), but you can leave your car in the parking lot next to the theater in Cancun (500mts approx. from departure location)

The reservation can be made directly on the website paying by PayPal or bank card, you can also make the reservation directly at the box office from 9:00 am to 5:00 pm.

If you are celebrating anything special (anniversary, birthday, wedding proposals) and want the pirates to do something special for you, you can let us know in advance by emailing us: grupos@capitanhook.com or info@capitanhook.com

You can cancel your reservation with 48hrs prior to the date of the Tour. For more information, see our Terms and Conditions section at https://www.capitanhook.com/terms.php

In case of rain and bad weather the tour continues, it is possible that the Captain decides to stay at the dock for the safety of the client. You can change the date, it will be necessary to notify in order to make the change.

Yes, you can change the date of your tour with a minimum of 24 hours in advance and notify us by email: info@capitanhook.com before 5:00PM. We do not allow cancellations or changes for the New Year's tour (December 31).

We always need the identification of the person who made the reservation at the ticket office or via the website and of the person who wishes to pay with a credit / debit card.

It is important that you contact us as soon as possible by email: info@capitanhook.com so that your reservation is corrected or we will not be able to valid the promotion.

If the person who made the payment, is not the one who will attend the tour then it is necessary that you present a copy of the signed credit card which was used for the payment and a copy of an Official Identification with photograph of the holder of the credit card with which payment was made. It is important that this information is presented at the ticket office prior to boarding.

To reserve the same day of the tour date through the website, it is necessary to make your purchase before 4 PM, for future dates you can make your purchase up to one month in advance.

In case of buying directly at the ticket office you can do it the same day, the opening hours are from 9:00 AM to 7:00 PM.

After making your purchase on our website, you will receive an email with proof of payment of your purchase and a second email with the details of your purchase (Purchase Ticket), this second email must be presented at the box office the day of the tour along with your official ID to be delivered your tickets.

In case you do not find the emails in your inbox, please check your spam folder as sometimes our emails get lodged there.

If you do not find the email, you can contact us at info@capitanhook.com requesting your purchase ticket.

We are available to help you 365 days a year, from 8:00 a.m. to 8:00 p.m.

You can contact us by dialing any of our phones:

Cancún

• +52 (998) 849 49 31 / +52 (998) 849 49 33

Reservations are personal and non-transferable, since upon arriving at the ticket office you must present and bring the official identification (or copy) with which you made the reservation. If you do not have identification, you will not be able to board the tour and your reservation will not be valid. For more information about this situation please contact info@capitanhook.com

Via web you can make your payment through: Credit / Debit Cards, PayPal or PayPalPlus.

If the person who made the payment, is not the one who will attend the tour must present signed credit card (or copy) with which the payment was made and Official Identification (or copy) with photograph of the holder of the credit card with the which payment was made. If you do not have this information, you can not take the tour and your reservation will not be valid.

You can send us an email at info@capitanhook.com with the details of your reservation and we will send you a payment request.

Data

• Full Name
• Email
• Reservation details
• Extra products
• Transportation

To know more about our Cancellation and Reimbursement policies, you can consult it in our section:

Before making your cancellation we ask you to consult our section https://www.capitanhook.com/terms-conditions.php Then you must send an email to info@capitanhook.com with the details of your reservation and an advisor will contact you with you.

Data

• Full Name
• Email
• Date of tour
• Order Num

In case your booking was charged twice, you will be reimbursed for one of the reservations. To do this you must send an email to info@capitanhook.com with the details of your reservation and an advisor will contact you.

Data

• Full Name
• E-mail
• Order Num.

We have round transportation in Cancun and Riviera Maya, you can select it directly when booking on our website.

When adding transportation you will receive an email requesting the necessary information to confirm this service, please check your email and respond by the same means with the requested information before 12pm on the day of the tour. For more information please contact info@capitanhook.com providing the details of your reservation.

Yes, you can present your booking confirmation email at the box office on your cell phone

Yes, we have boats that will assist in case of emergency. We recommend if you are prone to sea sickness you take something prior to boarding the ship.

Access with suitcases is not allowed. We do not have lockers, which you can leave your belongings.