Frequently Asked Questions

Booking & Planning

How far in advance should I book?

We recommend booking at least 2-4 weeks in advance, especially during peak season (November-April). For special occasions like proposals or weddings, booking 1-2 months ahead ensures your preferred date and location are available.

What's included in your packages?

Each package is unique, but generally includes luxury setup and styling, premium decor, professional coordination, and setup/cleanup. Specific inclusions vary by package—view our proposals and weddings pages for details.

Can I customize my package?

Absolutely! We specialize in creating bespoke experiences tailored to your vision. From custom decor and florals to specific color palettes and themes, we'll work with you to bring your dream to life. Additional customization may affect pricing.

Do you provide photography or videography?

Professional photography and videography can be added to any package. We work with talented local photographers who specialize in capturing proposals, weddings, and special events in the Riviera Maya. Let us know your needs when booking.

Locations & Venues

Where do you operate?

We serve the entire Riviera Maya, including Tulum, Playa del Carmen, Cancun, Cozumel, and surrounding areas. We can set up at beaches, cenotes, hotels, private villas, and other stunning locations throughout the region.

Are there restrictions on where you can set up?

Some beaches and venues require permits or have specific regulations. If you're staying at a resort, we'll coordinate with their events team. For public beaches and cenotes, we handle all necessary permissions. We'll discuss location logistics during the planning process.

Can you help me choose a location?

Yes! We have extensive knowledge of the best spots in the Riviera Maya. We'll recommend locations based on your vision, privacy preferences, accessibility, and the type of experience you're seeking—whether it's a secluded beach, a mystical cenote, or a luxury resort setting.

Weather & Rain Policy

What happens if it rains?

The Riviera Maya enjoys beautiful weather year-round, but rain can occur. If weather looks unfavorable, we'll work with you to reschedule (requires 24-hour notice). For light rain, we can provide covered setups at many locations. We monitor weather closely and prioritize your special moment.

What's the best time of year to book?

November through April offers the most reliable weather with minimal rainfall and comfortable temperatures. May through October is the rainy season, though rain is often brief and followed by sunshine. Each season has its charm—we'll help you plan accordingly.

Can I reschedule due to weather?

Yes. Weather-related rescheduling must be requested at least 24 hours in advance. See our booking policies for complete details on rescheduling terms.

Payments & Policies

How much is the deposit?

We require a 50% deposit to secure your booking. The remaining balance is due on the event day (for cash payments) or one day before (for online payments). Your booking is confirmed once the deposit is received.

What payment methods do you accept?

We accept credit/debit cards via Mercado Pago or Stripe, bank transfers, and cash (MXN or USD). Electronic payments include a 16% IVA tax and 5% transaction fee. Cash payments in MXN may be exempt from additional fees.

What's your cancellation policy?

Cancellations must be made at least 7 days before your event. Deposits are non-refundable. Same-day cancellations or changes are not accepted. For full details, please review our booking policies.

Are prices in USD or MXN?

All prices are listed in Mexican Pesos (MXN). For USD cash payments, we use an exchange rate of 16 MXN per 1 USD. We recommend checking current exchange rates if paying by card.

Proposals & Special Requests

Can you help plan a surprise proposal?

Yes! We specialize in creating unforgettable surprise proposals. We'll coordinate timing, location, setup, and any special elements (florals, signage, champagne). We're experts at keeping secrets and ensuring everything is perfect for your big moment.

How does the setup and cleanup work?

We arrive early to set up your luxury experience before your scheduled time. You'll arrive to a fully styled, picture-perfect setup. After your event, we handle all cleanup and removal. Most setups last 2-3 hours, but timing can be customized.

Can you incorporate specific cultural or personal elements?

Absolutely! Whether it's incorporating your cultural traditions, personal love story, favorite colors, or meaningful symbols, we love creating personalized experiences. Share your vision with us, and we'll bring it to life with thoughtful details.

Do you work with hotels and resorts?

Yes! We have experience coordinating with major resorts and boutique hotels throughout the Riviera Maya. We'll liaise with your hotel's events team to ensure seamless execution and compliance with venue requirements.