Here, we have compiled the most common questions and their answers. Whether you have inquiries regarding our service details, destinations, or other travel-related matters, we encourage you to take a look. We provide the necessary information to ensure everyone enjoys a wonderful journey. If you cannot find the answer you are looking for here, please feel free to contact us. Our staff is always here to help.
1. Booking & Reservation Process
The booking process is divided into four simple steps:
Inquiry: Provide us with an overview of your request, your desired activities, and any other specific details.
Submit Personal Information: Please fill out all required fields in our dedicated booking form.
Wait for Confirmation: After we check availability, we will send you an invoice with the final pricing.
Payment: To secure your booking, a partial payment (deposit) is required. Once payment is confirmed, we will send you a final confirmation email.
To ensure availability, we recommend booking as early as possible once your travel dates are confirmed.
Yes, it is possible; however, please be aware that there is a risk we may be fully booked.
We do not accept bookings by phone. This policy is strictly enforced to ensure the security and protection of your personal information. However, you are always welcome to contact us with any questions or special requests.
No, you cannot. To officially accept and process a booking, a specific date must be provided.
Even if you are using your own email address or credit card for payment, please register the booking using the information of the person who will actually be using the service.
2. Pricing, Discounts, and Payments
A receipt containing the final price will be attached to your confirmation email.
The prices displayed for our services are fixed rates and include all applicable fees. Additional charges will only apply if there are changes to the service content or if additional procedures are requested.
We generally offer the best possible rates for each individual activity. However, we are open to considering a discount depending on the total number of services you book.
We accept U.S. Dollars ($) or Euros (€) at a 1:1 exchange rate. Due to the instability of government-managed electronic payments in Cuba, private service providers only accept cash.
Tipping is voluntary. The amount varies based on the type of service and your level of satisfaction. The most important point is that payment in Dollars or Euros is preferred. Since the Cuban Peso is constantly devaluing, tips in foreign currency are the most appreciated.
3. Traveling with Children and Groups
Please include all participants, including babies, in your reservation. Details regarding children and babies are listed under each specific activity or transfer service. Typically, children under 7 years old are free of charge.
Children under 18 years of age must be accompanied by an adult. Furthermore, a minor cannot be the primary person responsible for a reservation.
For private activities, the price remains the same whether there is one participant or several (up to the maximum capacity set by our local partners). If your group size is not listed, please book the next larger group size.
If a larger vehicle cannot be provided, it will be necessary to book two or more vehicles.
4. Tour Operations and Important Notes
Activities will proceed as scheduled regardless of rain. In the unlikely event that weather conditions are deemed extremely dangerous and the operator decides to cancel, we will offer a date change or an immediate refund.
Group tours depart at the scheduled time, and departures cannot be delayed. For private tours, please consult with us in advance in accordance with our cancellation policy.
We explicitly state whether an entry is included or if it is an exterior-only visit. Unless otherwise specified, the visit will be for the exterior only. In some regions (especially Cuba), the opening of facilities depends on government decisions; therefore, we cannot be held responsible for unexpected closures, though we will always consider alternative arrangements.
Most activities are available in Spanish, English, and Japanese. If you require other languages (such as French, Russian, or Chinese), please consult with us, and we will do our best to accommodate your request.
This is specified in the "Details" section of each activity.
This may be possible, though additional fees may apply. Please contact us before making your reservation.
5. Transfer Services (Airport and Hotel)
Private transfers are priced per vehicle, while shared (shuttle) transfers are priced per person.
Airport: At the arrival lobby (Waiting time: 1 hour).
Hotel / Apartment: Outside the building (Waiting time: 15 minutes).
Specific details are included in your confirmation email.
While we monitor flight statuses, if a significant delay occurs, please contact the number provided on your receipt.
It is the customer's responsibility to keep track of departure times and book transfer services with sufficient buffer time. The transfer company cannot be held responsible for missed flights.
It is indispensable for contacting you in case of emergencies, such as vehicle breakdowns or difficulty locating your driver.
We cannot guarantee that the driver will speak English. However, all information necessary to complete the service is shared in advance, ensuring you can use the service without language barriers.
Shared transfers involve riding with other travelers. For private transfers, you may request additional stops (such as for key pickup or dropping off at a different hotel), though additional fees may apply.
No. If a flight is delayed, the driver cannot wait for passengers arriving on a different flight.
6. Specific Information for Traveling to Cuba
The ideal time is from October to April, when temperatures and humidity are lower. As this is the peak season, we recommend making your reservations early.
A weekend is sufficient if you are only visiting Havana, but we recommend staying for a week or more if you plan to explore other regions. A road trip covering all of Cuba requires several weeks.
Yes. All visitors require a Tourist Card (valid for 30 days / 90 days for Canadians). This can be obtained through consulates, airlines, or travel agencies.
Yes! Travel to Cuba for Americans is completely legal as long as it falls under one of the 12 general license categories established by the U.S. Department of the Treasury’s Office of Foreign Assets Control (OFAC). Since 1997, travelers from the U.S. have been able to travel legally by purchasing authorized programs from licensed Cuban travel agencies.
When traveling to a country like Cuba, there are several important matters to keep in mind. We have summarized vital advice on this topic on our Instagram account. Please access the link below and follow us on social media.
No. The e-Visa is a separately purchased permit. The D'Viajeros form is what you fill out to activate that e-Visa. You must present the completed D'Viajeros form (QR code) during check-in and at Cuban immigration. If your e-Visa number is not linked to your D'Viajeros form, the e-Visa will not be valid. Unless you were unable to add it to the form, you do not need to carry a separate copy of your e-Visa number. For more details regarding this form, please refer to this article.
Paper visas (Tourist Cards) are valid until June 30, 2025. If you are using a paper visa, please leave the e-Visa number field on the D'Viajeros form blank.
This usually means you are trying to fill out the form too early. The system only allows submissions starting 7 days before your arrival date.
After submission, you will receive an email with your QR code and a unique form code. You can use this code via the "Edit Form" option on the D'Viajeros homepage to make any necessary corrections.
If the site is down, try clearing your cache or using a different browser. While the Cuban government may allow paper submissions upon arrival in emergencies, many airlines will not allow you to board without the digital QR code, so it is best to resolve this before heading to the airport.
Yes. Regardless of age, all companions must have an individual form and a unique QR code.
Yes. Cuban citizens must also complete the D'Viajeros form before entering the country.
No. This is a Cuban government form, not a U.S. government form. Cuba does not enforce the U.S. embargo. In fact, selecting a reason other than tourism may result in the Cuban government requiring a special non-tourist visa.
No, that is not necessary. This form is only required when entering Cuba.
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