FAQs2021-02-03T16:12:10+00:00

FAQs

All Inclusive Grad Trip Mexico
What does my package include?2021-01-26T22:36:18+00:00

Enter the link https://app.xcapeonline.com/iniciar-sesion/, select the country of your origin and enter using the email and password you assigned at the time of your registration.

Here you can see your package, deadlines, payment instructions and more information about your Experience.

Which hotel will I be staying at?2020-12-21T22:50:37+00:00

We have an agreement with a variety of All Inclusive hotels to make your stay the best. Before the date of your trip we will inform you of the hotel chosen by your group. We suggest that your group reserve their experience in advance so that they are widely available.

Will I share the hotel room with more people?2020-12-21T22:40:34+00:00

Yes. Our sales team will ask for the names of the people you choose in your room. The occupancy in the rooms is quadruple with hotel beds.

Do I need to bring money on the trip?2020-12-21T22:39:22+00:00

Our packages are all inclusive*. In terms of accommodation, we have an agreement with a wide variety of All Inclusive hotels (unlimited meals and drinks) and with respect to activities you have the beverage service fully included. You do not need to bring extra money, but a certain amount for the tip payment that will depend on the package you have contracted. You can log in to your account on our online platform and verify what your package includes, as well as the amount of tips from it.

*Except for the Activities Only package, which does not have All Inclusive accommodation.

Am I accompanied by Xcape staff in all my activities?2020-12-21T22:33:12+00:00

Yes. Xcape staff will be with you at all times to make sure you have the best trip of your life! Our staff is 100% trained and has a first aid course for your safety.

Is the transport private in the activities?2020-12-21T22:28:07+00:00

Yes, all the transports that Xcape offers are a private service for our passengers and the units have satellite location.

How does the electronic bracelet work?2020-12-21T22:26:47+00:00
The bracelet has an electronic chip integrated with your information, contracted package, medical card, emergency contacts and check in/out in day and night activities during the trip. In this way, our team can carry a real-time digital control of all passengers.
Will I travel only with my school or are there more groups?2020-12-21T22:25:41+00:00

Orange Week is an event that brings together students from all over the world, it is part of our international experience, so during your trip you will be with more groups in the activities.

I am mother / father / guardian, how can I keep in touch with my child?2020-12-21T22:23:46+00:00
You can contact the office or your group manager at any time and we will help you contact the passenger. Contact information can be found in the tab at the top: Contact.

preguntanos@xcapeturismo.com

What if I decide not to go to one of the activities?2020-12-21T22:18:49+00:00

If you decide not to go to any of the activities, you can stay at the hotel and use the facilities.

*No refunds for non-attendance.

Is there security on the trip?2020-12-21T22:15:38+00:00

Yes. In all our activities we have a paramedic and private security team.

I missed the meeting, is there another place where I can see the information?2020-12-21T21:20:10+00:00

Yes, click here to contact customer service who will help you solve all your questions.

How do I get on the Xcape platform?2021-02-03T20:50:22+00:00

Enter the link https://app.xcapeonline.com/iniciar-sesion/, select the country of your origin and enter the Xcape platform using the email and password you assigned at the time of your registration.

On this platform you can see your package, deadlines and payment instructions and more about your Experience.

Is there a deadline to register on the platform?2021-02-03T14:50:42+00:00

Once registered your group, the platform will send an email inviting them to register. It is important that they do this as soon as they receive the mail so that they can access important information such as payment dates and package information.

How can I choose the package I want for my experience?2021-02-03T14:52:05+00:00

Log in to the Xcape platform using the email and password you assigned at the time of your registration and proceed with the following steps:

  1. Click on My Experience
  2. In section 1: Choose your package, select the Experience you want to hire
Which mail do the system notifications reach?2021-02-03T14:53:01+00:00

Notifications and emails from us will reach the mail that was registered on the platform.

Can I register more than one email on the platform?2021-02-03T14:54:25+00:00

Our platform only supports one email per passenger.

My birth date is wrong, who can help me fix it?2021-02-03T14:55:32+00:00

Contact us through preguntanos@xcapeturismo.com or contact Customer Service (55) 7090 4893 and request the correction you need.

How do I select my payment and how do I want to do it?2021-02-03T14:56:59+00:00

Enter our platform using the email and password you assigned, click on the button “My experience”, there you can view your monthly payments and choose the payment modality that corresponds to your needs.

When is my payment deadline?2021-02-03T14:38:14+00:00

Log in to the Xcape platform using the email and password you assigned at the time of your registration and proceed with the following steps:

  1. Click on My Experience
  2. In Section 5: What did you pay and what do you want to pay? , you can check your payment deadlines.
How can I keep the promotion price and the anniversary party current?2021-02-03T14:39:16+00:00

To keep the promotion price you need to cover the monthly payments in time and form as indicated in section 5: What did you pay and what do you want to pay? , inside the platform.

Is there a deadline to pay the cancellation guarantee?2021-02-03T14:46:52+00:00

Log in to the Xcape platform using the email and password you assigned at the time of your registration and proceed with the following steps:

  1. Click on My Experience
  2. In section 2: Do you want to extend your travel insurance? , you can check your deadline to purchase the cancellation guarantee.
Is there a deadline to purchase my Experience?2021-02-03T14:40:05+00:00

One of the facilities that Xcape offers to its passengers are monthly payments, as well as exclusive promotions; your sales advisor can explain to you in detail the booking of your package outside the agreed date for the group with which you will travel.

Can I make multiple payments at the same time?2021-02-03T14:41:15+00:00

Log in to the Xcape platform using the email and password you assigned at the time of your registration and proceed with the following steps:

  1. Click on My Experience
  2. In Section 4: How do you want to make your payment? , select the payment method you prefer
  3. In Section 5: What Did You Pay and What Do You Want to Pay? , check that the payment you want to make is selected
  4. Click the orange box Pay and continue with the system instructions.
  5. Click on the orange box Download instructions
  6. Click on the orange box Finish.
  7. You must repeat this process with each payment you wish to make at the time or contact Customer Service (55) 7090 4893.
Will you send me an email confirming my payment?2021-01-26T22:33:41+00:00

Yes. Once the payment is verified in your account, the platform will automatically send the confirmation to the email you assigned at the time of your registration.

I just made my payment, why isn’t it reflected on the platform?2021-02-03T15:09:26+00:00

If you made your payment by debit or credit card, it will be automatically reflected in a period of approximately 30 minutes. If not reflected, contact Customer Service (55) 7090 4893.

If you made your payment by transfer or cash, it will be reflected in a period of 3 business days (for this period to be valid, the payments must be correctly referenced; it will be considered the original date on which you made your payment).

How can I see if my payment is already applied?2021-02-03T15:14:52+00:00

Log in to the Xcape platform using the email and password you assigned at the time of your registration and proceed with the following steps:

  1. Click on My Experience
  2. In section 5: What did you pay and what do you want to pay? , check the status of your payment.
I made my first payment one way, can I choose another form of payment for the following?2021-02-03T15:16:40+00:00

Yes, monthly you can choose the most convenient payment method for you.

Log in to the Xcape platform using the email and password you assigned at the time of your registration and proceed with the following steps:

  1. Click on My Experience
  2. In Section 4: How do you want to make your payment? , select the payment method you prefer
  3. In Section 5: What Did You Pay and What Do You Want to Pay? , check that the payment you want to make is selected.
  4. Click on the orange box Pay
  5. Click the orange box Download instructions
  6. Click the orange box Finish

Do you have any questions? Contact Customer Service (55) 7090 4893.

I want to make my payment by bank transfer, how can I do it?2021-02-03T15:42:09+00:00

Log in to the Xcape platform using the email and password you assigned at the time of your registration and proceed with the following steps:

  1. Click on My Experience
  2. In Section 4: How do you want to make your payment? , select the payment method you prefer
  3. In Section 5: What Did You Pay and What Do You Want to Pay? , check that the payment you want to make is selected.
  4. Click on the orange box Pay
  5. Click on the orange box Download instructions, which indicates our interbank CLABE.
  6. Click the orange box Finish

In order to make a successful transfer it is important that you first register our CLABE account (18 digits) in your bank’s portal.

I want to make my payment in cash, where can I deposit and how do I make sure you receive it?2021-01-26T17:41:36+00:00

Log in to the Xcape platform using the email and password you assigned at the time of your registration and proceed with the following steps:

  1. Click on My Experience
  2. In Section 4: How Do You Want to Make Your Payment?, select the option: Bank Window Referenced Payment
  3. In Section 5: What Did You Pay and What Do You Want to Pay? , check that the payment you want to make is selected
  4. Click on the orange box Pay
  5. Click on the orange box Download instructions, where it will generate your payment form, which you must print/photograph and present in window to make your payment.
  6. Click on the orange box Finish.
I paid with card and the charge appears in my bank movements, however on the page is not reflected, what can I do?2021-02-03T16:17:16+00:00

You will need to contact Customer Service through preguntanos@xcapeturismo.com with the following data:

  • First 6 digits of the card
  • Last 4 digits of the card
  • Name of bank belonging to the card
  • Name of the account-holder
  • Amount paid
  • Date payment was made
  • Passenger name
I want to make my first payment and purchase the cancellation guarantee, how can I do it?2021-02-03T16:39:49+00:00

Log in to the Xcape platform using the email and password you assigned at the time of your registration and proceed with the following steps:

  1. Click on My Experience
  2. In section 2: Do you want to extend your travel insurance? , select the option: MEX cancellation guarantee
  3. In Section 4: How do you want to make your payment? , select the payment method you prefer
  4. In section 5 “What did you pay and what do you want to pay?” check that the payment you want to make and the cancellation guarantee are selected.
  5. Click on the orange box “Pay”
  6. Click on the orange box “Download instructions” where your payment sheet will be generated, which you must print/photograph and present in window to make your payment.
  7. Click on the orange box “Finish”.
Can you send me the account where I have to deposit?2021-02-03T16:42:41+00:00

Following the procedures mentioned in previous questions to download your information, is the official way to get your payment details complete, as the system will generate a unique and unrepeatable ID, which is used to link the bank to our website and your deposit can be applied.

I already made my bank transfer, where do I send the mail with the confirmation evidence?2021-02-03T16:43:16+00:00

It is important that you keep your payment vouchers in case it is needed for future clarification, however, if you did it according to the procedures mentioned above, it is not necessary to send the voucher, as your payment is personalized and will be applied in a period of no more than 3 days.

Can I bill my payment?2021-01-27T19:20:50+00:00

Yes, to get your invoice, you must send an email to facturacion@xcapeturismo.com with the corresponding format attached in the body of mail and updated (it’s necessary to send a format of invoice per transaction). Once sent the above format your invoice will be issued in the following 24 working hours

To obtain the billing format click here or request it via mail to facturacion@xcapeturismo.com

By tax provision it is necessary to request the invoice in the current month of the transaction, once the month has expired, the issuance of the same will no longer be possible.

 

Can I pay using American Express?2021-01-27T19:17:42+00:00

At the moment our platform is only compatible with debit or credit cards VISA and MasterCard.

Is there a deadline to pay for my Experience?2021-01-27T19:17:20+00:00

45 calendar days before the trip you must have paid 100% of the value of your package. Otherwise, your Experience will be cancelled.

How do I register on the platform?2021-01-27T19:16:40+00:00

We will send you an invitation to the email you provided, click on the email link and complete your registration.

Any questions? Contact Customer Service (55) 7090 4893.

More questions?2021-01-27T19:15:12+00:00

Contact Customer Service (55) 7090 4893
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