Planning an outdoor adventure in Guatemala? Here are answers to the questions travelers ask us most. If you can’t find what you’re looking for, message us on WhatsApp at +502 3067-6503 or email info@xploragt.com.
How do I book an experience?
Choose your experience, select your date and number of travelers, fill in your details, and pay online. You can also book with us directly through WhatsApp or email.
When is my booking confirmed?
Your spot is confirmed once we receive your payment or deposit and send you a written confirmation. Please review it right away and let us know if any name, date, or detail needs correcting.
What payment methods do you accept?
We accept credit and debit cards through our secure payment gateway, Recurrente, as well as bank transfers. We never store your full card details.
In what currency will I be charged?
All prices on this website are in US dollars (USD), and you’ll be charged in USD. If your card is in another currency, your bank may apply its own exchange rate or international transaction fees.
Do I need to pay the full amount upfront?
It depends on the experience. If a deposit is accepted, the remaining balance must be paid at least 48 hours before the start of the experience. We don’t accept payments on the day of departure.
What is the “NIT” field at checkout?
NIT is Guatemala’s tax ID number, used for invoicing. If you’re not a Guatemalan taxpayer, simply enter CF (Consumidor Final, “final consumer”).
Do you offer group bookings?
Yes. Groups of 8 or more people may qualify for special conditions on deposits, payment schedules, and changes. Contact us before booking so we can put them in writing.
What is your cancellation policy?
Unless the experience has its own specific conditions:
All deadlines are calculated in Guatemala time (GMT-6). See our full Cancellation & Refund Policy for details.
Can I change my date?
Yes, subject to availability. Changes requested 30 or more days in advance have no administrative fee. Changes requested between 8 and 30 days in advance carry a small fixed fee. Requests made less than 8 days before are treated as a cancellation and a new booking. In all cases, any price difference or third-party costs apply.
Can someone else take my spot?
Yes. You can transfer your booking to another person at no charge from Xplora, as long as we receive the request before the experience starts and the new traveler meets its requirements. Any name-change fees charged by airlines, hotels, or other providers are covered by the traveler.
What happens if you cancel because of weather or safety?
If we have to cancel before departure due to weather, natural events, road closures, or other safety reasons, you choose: a new date, a different experience, or a 100% refund of what you paid us.
What if my flight to Guatemala is delayed?
Let us know as soon as possible and send us the airline’s documentation. For single-day experiences, we’ll reschedule you at no administrative cost, subject to availability. For multi-day experiences, we’ll help you join the group at a safe point along the route when possible. Extra costs caused by the delay, such as transfers or additional nights, are covered by the traveler. We strongly recommend travel insurance that covers flight delays.
How long do refunds take?
We start processing approved refunds within 10 business days. Refunds go back to the original payment method and in the original currency. Your bank may take additional time to show it on your statement.
Do I need a visa to visit Guatemala?
It depends on your nationality. Check our Visa & Entry Requirements page and confirm with official sources before you travel. Having a valid passport and meeting entry requirements is your responsibility.
Is travel insurance required?
For trekking, volcano ascents, high-altitude experiences, and trips to remote areas, you must have valid travel insurance covering, at a minimum, accidents, emergency medical care, medical evacuation from remote areas, and repatriation. Our experiences don’t include insurance unless stated.
What should I pack?
Each experience comes with its own packing list. You’re responsible for bringing the required personal gear, such as proper footwear, technical clothing, a headlamp, sun protection, and water.
When is the best time to visit?
Guatemala has a dry season, roughly November to April, and a rainy season, roughly May to October. Many adventures run year-round; in the rainy season, mornings tend to be clearer and afternoons wetter. Mountain weather can change quickly in any season.
Will I get a pick-up?
It depends on the experience. Your confirmation will include your meeting point or pick-up details. If pick-up is included, give us your full and exact address, and be ready at least 10 minutes early. Transport waits a maximum of 10 minutes after the agreed time.
Am I fit enough for this experience?
Each experience lists its difficulty, duration, altitude, and terrain. Please review them carefully before booking. If you have doubts, message us and we’ll help you choose the right one. Some volcano hikes reach high altitudes and require good physical condition.
Do I need to share medical information?
Yes. Before your trip, tell us about any medical condition, allergy, pregnancy, medication, or limitation that could affect your safety. This information is kept confidential and shared only with those who need it to keep you safe.
What about medications?
Bring all your personal medications, such as inhalers, epinephrine, or insulin, in sufficient quantity for the whole trip. Pharmacies and hospitals can be far away in remote areas.
Can you accommodate food allergies or dietary needs?
Tell us when you book and we’ll pass the information on to our providers. In communities, camps, and remote areas, we can’t always guarantee allergen-free food or special diets, so you may need to bring your own safe food.
Who makes the safety decisions?
Your guide. They may adjust the pace, change the route, or stop an activity if conditions become unsafe. Following their instructions is essential, even if it means changing part of the plan.
Can I drink alcohol during the experience?
You can’t take part in any activity under the influence of alcohol or drugs. Moderate drinking may be allowed only at authorized times and places, never before or during a risky activity.
Can children join?
Minors aged 10 and up may join some experiences, depending on difficulty and conditions. Some experiences have a higher minimum age. Anyone under 18 must be accompanied by a parent, legal guardian, or an adult with written authorization from their parents. Additional documents may be required.
How big are the groups?
It depends on the experience. You’ll find the details on each experience page.
Will I share a room or tent?
On shared-accommodation experiences, rooms or tents are assigned based on availability and group needs. If you’d like a private room or tent, ask when booking, and we’ll let you know if it’s available.
What about my valuables?
You’re responsible for your money, documents, phone, camera, and personal belongings throughout the trip. Bring only what you need.
Can I take photos? Will you post photos of me?
Of course, take as many photos as you like. We’ll only use your image for promotion if you give us separate, optional permission. Saying no won’t affect your booking.
How do you protect the places we visit?
We follow leave-no-trace principles: no litter, no feeding wildlife, no taking plants, rocks, or archaeological pieces, and full respect for local communities, traditions, and sacred sites.
How can I reach you?
