In order to check in, it is necessary to present official identification (with photo and signature) of the reservation holder. If the reservation holder and the buyer are different persons, the buyer (card holder) must present official identification (with photo and signature). In case of not having the identification, you will not be able to do the activity and your reservation will not be valid.
For payments made by credit/debit card, in order to check in, it is necessary to present the card with which the payment was made to pick up the boarding tickets. If you do not have the identification, you will not be able to take the tour and your reservation will not be valid.
For payments made with Paypal, where the reservation holder and the buyer (Paypal account holder) are a different person, the buyer must present his/her official ID (with photo and signature), in addition, it will be necessary to present printed the Paypal Purchase Authorization Form that will be sent to you by email. In case of not having the identification and/or the form, the activity cannot be carried out and the reservation will not be valid.
If the person who made the payment will not attend the activity, he/she must notify by email to info@capitanhook.com with a minimum of 12 hours. We will send the reservation holder a Purchase Authorization Form to be filled out by the person who made the payment where he/she transfers the rights to the tickets. The form requests information such as transaction number, name, date, etc., and should be sent back in the same email. If this form is not duly filled out, the reservation holder will not be able to pick up the tickets when checking in and the reservation will not be valid.
Our prices are in Mexican Pesos. The prices mentioned in USD are for information purposes only. In case of paying with a non Mexican card, the exchange rate depends on your supplier, so the final amount in USD may vary; you will see the final amount reflected in your payment voucher.
In case you require an invoice, please request it within 24 hours after the payment is made. When requesting it, it is necessary to send the fiscal data to make the invoice.
Reservations cancelled 48 hours in advance or more, will proceed as a 100% refund.
Reservations cancelled 24 hours in advance will be charged 30%.
Reservations cancelled 12 hours in advance will be charged 50%.
For reservations cancelled less than 12 hours in advance, the refund does not apply.
For reservations made the same day of your visit, the refund does not apply.
For cancellations it is necessary to send an email to info@capitanhook.com with your reservation ID.
If you wish to change the date of your tour you must inform info@capitanhook.com at least 12 hours before the date of your tour. Otherwise, the change of date will not proceed.
There is no extra charge for rescheduling your activity. In case of changing the date of your tour you will be able to reschedule it for a maximum of 3 months later and does not apply to our New Year's tour.
Cancellations and refunds do not apply for reservations that have been previously rescheduled.
Refunds do not apply for invalid reservations for not presenting the requested information of the reservation holder and/or the buyer at check in.
Due to circumstances beyond our control, natural catastrophes, epidemics, border closures and other causes that seriously affect the buyer, we have a "flexible cancellation" policy that applies to modification of advance reservations where in these cases you can leave your reservation open and it will be valid for 1 year to be used, except for the New Year's Eve Dinner.
The surcharge per adult dinner ticket (12+ years old) is $20 USD and $10 USD per dinner ticket for children from 2 to 11 years old and/or minors in free children promotion. For each adult 2 children in promotion children free, for each additional child to this promotion must purchase a child dinner. This charge is MANDATORY and must be paid at check-in before boarding the ship.
In the event that any person who is part of the reservation does not attend, and you wish to consume the dinner, you must pay the surcharge corresponding to that ticket.
This promotion is valid for all customers. The 2x1 promotion applies only to the Grilled Chicken, Vegetarian Dinner and New York Cut. In case of adding a minor (2 to 11 years old) to this promotion in adult dinners, the minor must pay the $20.00 USD surcharge for the adult ticket.
When selecting the dinners in Step 1 if you wish to take any of the dinners with the 2x1 promotion, you must select the total number of adults taking the tour, not the total of promotions, otherwise it will be necessary to pay the total of the other dinner at the office ticket and the promotion will not be valid. In case your reservation for 2x1 is incorrect, please contact us at info@capitanhook.com to make the correction in your reservation confirmation.
The 2 for 1 promotion is valid from January 1 through December 30, 2023.
It does not apply to other promotions.
Promotion 2x1 applies only for individuals, not for private groups.
10% discount applies for reservations made 1 to 14 days in advance. Not valid on New Year's Eve dinner.
15% discount applies for reservations made 15 to 29 days prior to the tour date. Not valid on New Year's Eve dinner.
20% discount applies for reservations made 30 days prior to the tour date. Not valid on New Year's Eve dinner.
Does not apply on additional services such as transportation or premium bottles. Does not apply in the surcharge payment made at the ticket office. Does not apply with other promotions.
Children in "Free children promotion" dine only from the children's buffet (pizza, hot dogs and nuggeys). Includes open bar drinks (juices and / or soft drinks).
For each adult applies 2 children in "Free children promotion", for each additional child in this promotion a child's dinner must be purchased.
Infants (0-1 year old) do not pay surcharge and dine from the buffet.
The promotion is valid for all Mexican nationals presenting official identification proving their residency (INE, driver's license or passport). In case of not presenting the required documentation, the difference on the general price will be charged. Promotion valid purchasing and boarding from 01 to 30 november, 2023. Promotion valid only with the 2x1 on New York Steak dinner, Grilled Chicken and Vegetarian dinner, adult and minor. Applies only for nationals booking on the official website or buying directly at the ticket office. Surcharge not included. Discount and promotions don't apply on the surcharge, it's not cumulative with advance purchase discount.
Reservations with transportation service purchased, we will be sending via email to the email account (which the customer registered in STEP 3 when making your purchase) requesting information to the holder of the reservation, the customer must confirm through the same email from which you have been contacted with the following information:
This information must be sent by the client before 12:00 p.m. on the day of your tour date through the mail by which it was contacted, in case of not receiving the requested information on time, Captain Hook will not provide the service and will not apply refund, cancellation or rescheduling of the transportation service.
Any change in the data (such as if the client changed hotel or room etc) is of utmost importance to inform by email by which it was contacted and will be subject to availability of the transportation service considering a possible price adjustment if the change is Zone.
To cancel reserved transportation services it is necessary to notify at least 24 hours in advance. When booking this service, you will be asked by mail to confirm the hotel and the pick up schedule will be shared with you. In case of no-show at the pick up time, no refund will be applied and the service cannot be rescheduled.
In case you are staying at an AIRBNB, hostel, condo, boutique hotel or any hotel outside our coverage, the pick up will be at a meeting point*, which will be confirmed through an email after you have made the purchase.
*The meeting point is defined according to the area and availability.
In the purchase of a bottle of our premium selection you will get access to the VIP area for 4 people. Not applicable on our New Year's Eve tour.
The products available for purchase are those that appear for sale on our website or you can purchase personalized products that will be subject to the availability of our supplier in terms of flavor, model and price. *If you want a personalized cake please contact us so we can quote and help you with any questions at info@capitanhook.com.
The customer will receive an automated email with the reservation information and another one from Capitan Hook, in a maximum of 24 hrs to request the image that the customer wants to decorate the cake. For any questions or clarification of your purchase please contact us at: info@capitanhook.com
The Customer agrees to send photographs of good quality and resolution for printing the decoration wafer, in case of sending photographs of low resolution or unclear Captain Hook reserves the right to match the image as they may suffer variations for various reasons such as: differences in the color settings of the screens or printers where the details are printed to place the order.
You can purchase the Additional Service "Birthday Cake" directly on our website in Step 2 until 2 days prior to the tour date. For reservations where this service is contemplated, the "Birthday Cake" can only be rescheduled if the request is made less than 2 days in advance.
For cancellations of reservations, where the Birthday Cake Service was included and you wish to cancel, there will be no refund of the Service. Regarding the reimbursement of the dinners, it will proceed according to the Cancellation Policies Section.
Captain Hook is not responsible for cakes not picked up/consumed by the customer on the tour date.
Only valid on December 31st. For this tour we have a special dinner. We do not accept cancellations, partial cancellations, refunds, rescheduling, or changes for New Year's Eve reservations.
The tour schedule is modified, the departure time is from 8:00pm to 1:00am.
As it is a special tour, when you purcharse your bottle you do not get an upgrade VIP area. To adquire this benefit you must add it to your reservation in the section: Add on Services > VIP. Price per adult $20 USD and $10 USD per child.
In case of bad weather, the Port Authority will decide to authorize or cancel the departure of the boats. Captain Hook is awaiting instructions until the last minute and is not authorized to decide or inform about the port's decisions, as these may change according to inclement weather. If the Port Authority decides to cancel the boat departures, the activity will be carried out anchored to the dock. In this circumstances no reimbursement applies since the activity is not cancelled.
In the event that weather conditions (heavy rains and/or strong winds) do not allow us to set sail normally, the activity will take place at the dock for the safety of passengers and crew. In this circumstances no refund applies since the activity is not cancelled.
In both cases, passengers may change the date of their activity and it will be necessary to notify us before boarding the vessel in order to make the change.
Minors (-18 years old) are not allowed to board without being accompanied by a person over 18 years old.
For elderly people, pregnant women or people with disability or medical condition that requires assistance or a special area, it is essential to notify the staff of Captain Hook. In these cases, it is recommended that you request prior authorization from your doctor. Any person who participates in the activity will be considered under his or her own responsibility.
For people who may have a reaction to strobe lights it is advisable that they do not participate in the activity or that they notify us before boarding, so we can place them in areas where they are less affected; however, Captain Hook disclaims any responsibility in case of any incident as a result of these lights.
If you or a member of your family is under the influence of any alcoholic or illegal substance, or with an attitude that may affect the rest of the passengers, Captain Hook reserves the right to refuse admission to the ship.
Boarding with suitcases, large packages or pets is not permitted. We do not have lockers on the premises.
Appropriate clothing and footwear is required. It is forbidden to wear bathing suits, transparent clothing, wet clothes or similar clothing.
The use of cigarettes, electronic cigarettes, alcoholic beverages outside the activity, drugs or similar substances is prohibited.
Captain Hook reserves the right to refuse admission to the ship to persons who do not comply with the regulations.
Galeón Capitán Hook S.A. de C.V. 2023 © All rights reserved.
