Legal

Terms & Conditions.

The plain-language terms for requesting, confirming and paying for concierge services with Villa Experience.

Who we are

Villa Experience Concierge is operated by Villa Experience LLC ("Villa Experience", "we", "us"). We arrange private transfers, tours, charters, tickets and in-villa services in Puerto Vallarta & Punta Mita, Los Cabos and the Riviera Maya. You can reach us at concierge@villaexperience.com or on WhatsApp at +1 (786) 916-0354.

Services are delivered on the ground by independent local operators, coordinated by our fulfillment partner MexiTravels. Villa Experience handles your request, quote, payment and support.

How booking works

Sending a request on this site does not create a booking and does not charge you. We check availability with the local operator and reply in writing with a confirmed price, date, time and what is included.

Your booking is confirmed only when you have paid through the secure Villa Experience payment link and we have sent you a written confirmation. If the service is no longer available when you pay, we offer an alternative or refund you in full.

Prices and payment

Prices on this site are in US dollars. "From" prices are published starting rates for an adult and may change with date, group size, season, vehicle or boat. The price that applies is the one in your written quote.

Payments are processed by Stripe. We never see or store your full card details. Unless your quote says otherwise, payment is due in full to confirm. Gratuities for guides, drivers and crews are not included unless stated.

Changes and cancellations

Changes and cancellations follow our Cancellation & Refund Policy and the terms shown on each service page and in your quote. Where a quote states different terms, the quote applies.

Your responsibilities

Please give accurate names, contact details, flight information and pickup addresses, and tell us about any medical conditions, mobility needs, allergies or ages that affect a service. Many activities have minimum ages, health or fitness requirements; the operator may refuse participation for safety reasons, and this is treated as a no-show.

Be ready at the confirmed pickup time and place. Operators may not wait for late guests. Follow the instructions of guides, captains and drivers at all times.

Weather, safety and changes by the operator

Boat, water and outdoor activities depend on weather and sea conditions and on decisions of the harbor master and park authorities. If an operator cancels for weather or safety, we offer another date or a full refund of the affected service.

Itineraries, stops, vessels and vehicles may be changed by the operator for safety or operational reasons, with a comparable alternative where possible. Wildlife sightings (whales, dolphins, whale sharks, sea life) are never guaranteed.

Third-party tickets and parks

Tickets for parks and shows (for example Xcaret group parks or Coco Bongo) are issued by those operators and are subject to their own rules and conditions, which we share with your quote.

Liability

Villa Experience acts as your booking agent and coordinator. Services are provided by independent operators who are responsible for their own staff, vehicles, vessels, permits and insurance. To the extent permitted by law, Villa Experience is not liable for acts or omissions of those operators, or for loss, injury or delay caused by events outside our control. Nothing in these terms limits any right you have that cannot be limited by law.

We recommend travel insurance that covers cancellation, medical care and activities you plan to take part in.

Photos and content

Photos on this site illustrate the type of experience offered. Vehicles, boats, venues and set-ups may differ from those shown.

Changes to these terms

We may update these terms. The version published on this page when you pay applies to your booking. Last updated September 22, 2026.