Questions people ask
The things worth knowing before you hand a stranger your five in the morning. If yours is not here, ask us — a person answers.
Booking
- How far ahead should I book?
- The sooner the better, especially in high season and on wedding weekends — dates in demand do fill up. That said, we also do next-day transfers. If your date is already fixed, it is worth holding it.
- Which vehicle will I get?
- You reserve a category — the room and the standard of service — rather than a particular car. Our operations team assigns the unit about 24 hours before the trip, matching it to the route and the day, and it is always the category you reserved or a larger one. The photographs on this site are representative of the category.
- My destination is not on the list. Can you still take me?
- Almost always yes. The routes with a set fare are the ones listed on our services page. For anything else — weddings, vineyards, multi-day journeys, destinations outside that list — write to us and we will send you a proposal with a real price. It is not a list of where we go; it is a list of what already has a fixed rate.
- Will anyone else be in the vehicle?
- No. It is a private trip — just your group. No extra stops, no waiting on other passengers, and no detours you did not ask for. That is also why the rate is per vehicle rather than per person.
On the day
- What happens if my flight is delayed?
- We track your flight. If it lands late, your pickup moves with it and your driver is still there. A verified airline delay does not change your fare. You do not need to call us, and nothing needs re-booking.
- How long will the driver wait for me?
- At airports you have 90 minutes of complimentary waiting, counted from when your flight actually lands — not from the scheduled time. Immigration and baggage fit inside that comfortably. After it, our waiting rate applies, and we tell you before it starts.
- How will I know who is picking me up?
- Before every trip we send you the driver sheet: their name, their phone number and their photograph. You know exactly who to look for before you walk out of arrivals.
- What if I have more luggage than I said?
- Tell us beforehand and we will sort it out — usually by moving up a category, and we tell you the cost before anything changes. What we want to avoid is you arriving with more bags than the vehicle holds, because at that point there is not much anyone can do.
- Do you have child seats?
- Ask when you book and we will arrange it with operations. Because it is not something we have a standard rate for, we confirm in writing what is possible before the trip rather than giving you an automatic yes.
Paying
- What does the price include?
- The rate is per vehicle rather than per person, and it includes driver, fuel and tolls. Nothing is added afterward, and nothing appears at the end of the trip. If you need a tax invoice, that is requested after payment.
- Do I have to pay everything up front?
- No. To hold the vehicle and the driver we ask for a 40% deposit, and the balance is settled on the day of service. Cash, in pesos or dollars, is easiest for us; card works too — just tell us in advance so the driver brings the terminal.
- Which currency am I charged in?
- You are always charged in MXN. If you see a USD figure on the site, it is informational and comes from a live exchange rate — it is not what you are billed.
- Can you give me a tax invoice?
- Yes. Invoices are requested after payment, through the usual channel — we do not ask for tax details when you book, so we are not lengthening something most people do not need. Write to us with your reference and we will issue it.
Changes and cancellations
- Can I move the date or the time?
- Yes. At no charge up to 24 hours before the service. After that it depends on availability that day and may carry a cost — we tell you before anything moves. You can ask from your reservation page, or just write to us.
- What if I need to cancel?
- With more than 72 hours' notice there is no charge, and anything you have paid comes back to you. Closer to the trip a driver and a vehicle are already held for you, so those cases are reviewed by our team and confirmed with you rather than having a percentage applied automatically. You can ask from your reservation page with your reference, or write to us.
- What if you cancel on me?
- You get everything back, whenever it happens. And before it comes to that we do what we can to find you another vehicle — it is our problem to solve, not yours.
- How do I check on my reservation?
- With your reference and the email you booked with, you can see where it stands, what is paid and what is outstanding, and ask for a change or a cancellation. The reference is in your confirmation email and looks like AT-20260914-000042.
Still not sure about something?
A list of answers is never the whole answer. Message us with the specifics of your trip and someone who knows the routes will tell you plainly what to expect.