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Frequently Asked Questions (FAQs)
Traveling and booking with dtraveller
How do I reserve a tour, program or service with dtraveller?
Which are the characteristics of each booking option?
How long do I have to wait for an answer?
The dtraveller Confirmation Voucher
What is a dtraveller confirmation voucher?
What is the information I will find in my dtraveller confirmation voucher?
What do I have to do with my dtraveller confirmation voucher?
Reservation, changes, refunds & cancellation policies
Reservation Policies
Changes / Refunds / Cruise ships passengers
Cancellation Policies
General info for the tours/services
Do I have to be ahead of time for my service?
Cash and extra expenses
Sunscreen protection
Do pregnant women participate in your tours/programs?
How do I know the included and not included of each tour?
Do you take children on your trips?
Billing Information
About dtraveller
What is dtraveller.com?
How long have dtraveller been in the Travel Business?
Offices operating hours
What kind of tours/services offers dtraveller?
Security
Security on your internet operations. What is Thawte?
What is “hacker safe”?
Assistance – Contact us!
TRAVELING AND BOOKING WITH DTRAVELLER
How do I reserve a tour, program or service with dtraveller?
There are three ways to book:
- 1. Directly through our website
- 2. Dial our toll free numbers and contact our dtraveller Reservation Center, where one of our experts will support you with the reservation process
- 3. Sending an e-mail to info@dtraveller.com
Which are the characteristics of each booking option?
Through the website you need to have your credit card and at the moment of reservation you will be paying and receiving confirmation.
By telephone to our dtraveller Reservation Center toll free numbers (within Mexico 01-800-727-5391, toll-free from the US 1-866-393-5158, from Japan and from Canada 1-866-793-1905) or by e-mail you will receive personal attention by one of our expert executives, who will answer at the moment any question you may have.
How long do I have to wait for an answer?
If you buy a swimming with dolphins program through our dtraveller website, you will receive at the moment your confirmation. Another tour through the website, through the e-mail or directly with one executive through the call center, you will receive an express confirmation from your executive within the next two hours from the moment you contact us.
THE DTRAVELLER CONFIRMATION VOUCHER
What is the dtraveller confirmation voucher?
It is a confirmation letter which contains all the main information on the tour, program or service you are reserving.
What information I will find in my dtraveller confirmation voucher?
It contains a number which is your code of confirmation. We also confirm your name, the date for the tour/program/service, the number of participants, location and its address, directions to arrive, policies, recommendations and all the information to contact us.
What do I have to do with my dtraveller confirmation voucher?
You must read your confirmation carefully and contact us in case you have any question or comment, or if you need further information. Bring a copy of your confirmation with you to present when checking-in for your service.
RESEVATION, CHANGES, REFUNDS & CANCELLATION POLICIE
Reservation Policies
Yours is a pre-paid reservation, so there is no need to arrange anything with your hotel travel rep. If asked, please be sure to advise that you have prepaid reservations with dtraveller. We will be glad to assist you to any question or additional info you may need.
Changes
All changes are subject to availability. Please call us personally if you want to make any amendments to your reservation, as we cannot accept instructions from third parties, hotels, travel agencies or car rentals.
Refunds
All refunds—well by reduction of number of participants, by the total cancellation of the reservation, or for any other reason, whatever this one could be—are subject to an administration fee of 10% on the total paid for the services.
Cruise ship passengers
If you are traveling by ship, and for any reason it is diverted or delayed, causing you to miss your program or service, you will be entitled to a 90% refund, as long as we receive by fax or e-mail a copy of the letter (with logo) issued by the cruise line stating the situation. That information will be subject to verification with the cruise line.
Cruise ship + Swim with dolphins programs’ passengers
If your cruise ship or airplane is cancelled or diverted due to bad weather, we will reschedule the same program in any date through a certificate that will be valid during the next 365 days. The program will be the same you booked, without additional cost due to increasing prices and will be valid during your next vacations in any of our 6 dolphinariums: Isla Mujeres, Cozumel, Puerto Aventuras, Puerto Vallarta, Tortola and Grand Cayman. ** Programs refunds are transferable.
* If the number of participants decreased, these will stay in stand-by to be used, as in any case there will not be cash refunds.
Cancellation Policies
Be aware that no refunds apply for cancellations made within 7 days prior to your scheduled program or service. All our programs and services operate with shine or rain; therefore no refunds apply for bad weather, unless the tour operator and/or the services supplier decide to cancel a program. All refunds—well by reduction of number of participants, by the total cancellation of the reservation, or for any other reason, whatever this one could be—are subject to an administration fee of 10% on the total paid for the services.
GENERAL INFO FOR THE TOURS/SERVICES
Do I have to be ahead of time for my service?
Yes. We strongly and kindly recommend to register at least 30 minutes prior to your booked schedule. It is very important to verify the local time of your tourist destination upon arrival to avoid delays or missing your scheduled program, as it may results in a no refunds policy.
Cash and extra expenses
When you take any program or service, please be sure to bring cash or credit card for any incidental or extra expenses that you would have, also for souvenirs, photo & video or any other service not included in your reservation.
Sunscreen protection
All our locations are in places where the care of the environment is a very important matter. Our company is a social responsible enterprise and conservation is always on our main purposes. This is the reason why we only recommend biodegradable sunscreen lotions and insects repellent
Do pregnant women participate in your tours/programs?
For safety reasons and with no exception, the participation of pregnant women is not allowed in any of our water programs. Please check restrictions for pregnant women in the ground tours, activities and services as they vary from one to another. Security is always our priority.
How do I know the included and not included of each program or service?
The information at our web site provides full details, information and characteristics of each trip. If you still have questions, you may call us at our toll-free numbers, e-mail us at info@dtraveller.com or contact one of our experts by the live chat. We would be more than happy to discuss any program or activity with you and clear any doubt you may have!
Do you take children on your activities?
The most of our tours can accommodate families. Due to the active nature of some of the adventures and other factors, we may give a minimum age recommendation specified in each excursion. All children must be accompanied by a responsible adult who assumes the responsibility and the children’s supervision.
BILLING INFORMATION
The total of the charge of your purchase will be applied in US dollar to your credit card. The conversion to any other currency will be made under the exchange rate of your bank. Your bank statement will reflect the charge of this purchase under the name of Dolphin Discovery Anguilla Limited. dtraveller and the name of our tour operators and suppliers are commercial brands.
ABOUT DTRAVELLER
What is dtraveller.com?
dtraveller is an on-line travel agency specialized in the commercialization of tourist products and services
How long have dtraveller been in the Travel Business?
We have more than 7 years experience in the Tourist Market and our staff is comprised of a selection of bilingual specialized Travel Agents and Representatives.
Offices operating hours
Our Office Schedule is from 7:00 am to 10:00 pm (Central Time) 365 days a year. Our voice mail and e-commerce system to sell on line work 24/7 and our call center has 130 lines, available 365 days a year. That means you can contact us at the moment you need. If your time is not the same than ours, you still can leave a message in our voice mail (we have toll-free numbers to dial within Mexico and from USA, Canada and Japan) or e-mail us to info@dtraveller.com and be sure you will receive an answer the earliest possible.
What kind of tours/services offers dtraveller?
We have available the most common in each of the magic destinations we handle. They mainly are sun and water tourist famous vacational spots, so we offer water activities, swimming with dolphins programs, family and couples packages, ecotourism and adventure tours. We have excursions that range from visits to Maya archaeological sites, in the Mexican Caribbean to an incredible swimming with dolphins encounter in Hawaii; from the sea lions at Vallarta, in the Mexican Pacific Coast, to a dolphin encounter in the island of Tortola, in the middle of the Caribbean.
SECURITY
Security on your internet operations. What is Thawte?
The thawte Trusted Site Seal is a dynamic image which appears on our website allowing our guests to tell at a glance that they can trust us, that our online site is validated and that they can transact safely and securely with us. Thawte seal means that customers can trust their online transactions conducted with us.
What is “hacker safe”?
We have protected our website from hackers and certify it to our customers with the Hacker Safe seal on our site. This seal appears in 300+ Shopping sites. dtraveller.com is tested and certified daily to pass the HACKER SAFE Security Scan. To help address concerns about hacker access to confidential data, the "live" HACKER SAFE mark appears only when a web site meets the HACKER SAFE standards.
ASSISTANCE – CONTACT US!
If you need any other information, do not hesitate to contact us either by e-mail or telephone to Cancun dtraveller direct line: +52 (998) 193-3360, our toll free numbers: within Mexico 01-800-727-5391, toll-free from the US 1-866-393-5158, from Japan and from Canada 1-866-793-1905.
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