Q: Does my pass include transportation?

While our passes don&#39;t include public transport, they do have a variety of tours and sightseeing buses to choose from. Some might say that&#39;s even better than a busy public bus. Just saying.

Q: Can I upgrade my pass after purchasing?

You can&#39;t change to a different pass type, but if you need an extra day or want to see another attraction, you can extend your pass! For Explorer Pass, the extension of the pass will expire after 30 consecutive calendar days of your original pass being activated. For All-Inclusive Pass, the extension of the pass will start on the day after your original pass expires and you will be entitled to use it for the number of consecutive calendar days you have extended the pass for.

Q: Are the days of my All-Inclusive Pass consecutive or non-consecutive?

The days of the All-Inclusive Pass are non-consecutive. Once activated, this will count as your first full day, and you&rsquo;ll have two weeks to use up all the days you&rsquo;ve purchased. So, you can take your time and enjoy a break in your itinerary. Just be sure to start early to make the most of each sightseeing day, and to use all of your pass days before the two weeks is up.

Q: Do you offer military or senior citizen discounts?

Sorry, we don&#39;t. Our passes already give you great savings on sightseeing, so, unfortunately, we can&#39;t offer any further discounted rates on individual passes.

Q: Can other people use my pass?

Pfft, this isn&#39;t your ex&#39;s Netflix account. Our passes cannot be resold or used by more than one person. We&#39;re sorry about that!

Question 1

What counts as a day for the All-Inclusive Pass?

Accepted Answer

Our All-Inclusive Pass is valid for a full calendar day, not a 24-hour period. So, if you visit your first attraction in the afternoon and activate your pass, you’ll miss out on a morning of sightseeing. We recommend starting early, so you can get the most out of each day. Be sure to check each attraction’s opening times to plan your itinerary.

Question 2

Does my pass include transportation?

Accepted Answer

While our passes don't include public transport, they do have a variety of tours and sightseeing buses to choose from. Some might say that's even better than a busy public bus. Just saying.

Question 3

Can I upgrade my pass after purchasing?

Accepted Answer

You can't change to a different pass type, but if you need an extra day or want to see another attraction, you can extend your pass!

For Explorer Pass, the extension of the pass will expire after 30 consecutive calendar days of your original pass being activated.

For All-Inclusive Pass, the extension of the pass will start on the day after your original pass expires and you will be entitled to use it for the number of consecutive calendar days you have extended the pass for.

Question 4

Can I gift a pass to someone else?

Accepted Answer

As there are no names printed on your pass (only an email address is required), they make the perfect gift. All passes are valid for 12 months from the date of purchase, so you can gift them for use at a later date.

Question 5

How do I sync my pass to the Go City app?

Accepted Answer

The Go City app is your key to exploring the city. Download for free to your Apple or Android device and follow the instructions in your confirmation email to sync your pass to the app. It’ll then be ready for scanning.

To help make your experience even better, we’ve loaded the app with tons of attraction info, tips, and a handy itinerary tool so can plan your perfect trip.

Question 6

How do I activate my pass?

Accepted Answer

Your pass will activate when you visit your first attraction.

If you have an All-Inclusive Pass or All-Inclusive Pass Plus
Once activated, this will count as your first full day, and you’ll have two weeks to use up all the days you’ve purchased. So, you can take your time and enjoy a break in your itinerary. Just be sure to start early to make the most of each sightseeing day, and to use all of your pass days before the two weeks is up.

If you have an Explorer or Essentials Pass
As soon as you scan your pass at an attraction, one of your choices will be redeemed. You’ll then have 30 days to use up your remaining choices.

Question 7

Are the days of my All-Inclusive Pass consecutive or non-consecutive?

Accepted Answer

The days of the All-Inclusive Pass are non-consecutive.

Once activated, this will count as your first full day, and you’ll have two weeks to use up all the days you’ve purchased. So, you can take your time and enjoy a break in your itinerary. Just be sure to start early to make the most of each sightseeing day, and to use all of your pass days before the two weeks is up.

Question 8

Do you offer military or senior citizen discounts?

Accepted Answer

Sorry, we don't. Our passes already give you great savings on sightseeing, so, unfortunately, we can't offer any further discounted rates on individual passes.

Question 9

Can other people use my pass?

Accepted Answer

Pfft, this isn't your ex's Netflix account. Our passes cannot be resold or used by more than one person. We're sorry about that!

Question 10

What is the age range for a child pass?

Accepted Answer

Our child passes are for ages five to 11.

Question 11

Can I use the Go City® app to book attractions?

Accepted Answer

Some attraction partners let you book directly via the Go City® app, while others use a different booking process. You can find specific booking instructions in the 'Know before you go' section on each attraction’s page in the app or on our website.

Please note: When you make a reservation on the app, this will count towards your pass usage.

If you have an All-Inclusive Pass: your reservation must be made on a day in which your pass is, or will be, activated.

If you have an Explorer or Essentials Pass: your reservation will count as one of your choices.

If you fail to show up, or do not cancel in enough time, your reservation will still count as one of your days/choices.

Question 12

The attractions included with my pass have changed since I made my purchase. Can I still visit the ones that used to be on the pass?

Accepted Answer

Whilst we reserve the right to change our attractions lineup at any time and are confident our passes have all the top attractions you'll want to see, we understand that changes to your travel plans can be inconvenient. Here’s what you need to know:

Refunds

If the attraction you were looking forward to visiting is no longer offered and you no longer want your pass, you can request a refund. Our cancelation policy gives you 30 days from your purchase date to return any non-activated passes. Visit our help center to request a refund.

Changing/Cancelling Reservations

If an attraction is no longer on the pass, you can change or cancel your reservations without any additional fees. Contact the attraction directly or log onto our reservation portal to manage your reservation.

Notification of Changes

Our app and website are always up to date, so be sure to check these out for the latest attraction information. We will not notify you if our attraction lineup changes.

Question 13

Why didn't my order go through?

Accepted Answer

First off, are you sure you are using the correct billing address (it's the one listed on the bank statement)?

Still no luck? Double-check the card number, expiry date, and CVV are all correct. And make sure it's still valid and has enough available balance.

Sometimes, 3D Secure authentication can fail and your bank will decline the transaction as a safety precaution. Contact your bank to verify this transaction before reattempting to make a purchase.

If you would like to check the status of your order, you can do that using our automated chat service here.

Question 14

Can I store my luggage somewhere?

Accepted Answer

Stasher has locations worldwide where you can store your luggage while you explore a city.

Exclusive to Go City customers, bookings can be made online using the coupon code GOCITYSTASHER for 10% off via the Stasher website.

Question 15

I have an issue that isn’t addressed here – what do I do?

Accepted Answer

If you can't find what you're looking for on our FAQs page, please reach out to us via our Chatbot and we'll point you in the right direction. This is the fastest, easiest way to get in touch.

Question 16

How long will it take to receive my refund?

Accepted Answer

Once your request has been reviewed, which is usually within 24 hours of receipt, we will process your refund within 7 to 10 business days (excluding weekends).

If you haven't received your refund after this time, please let us know and we'll look into it for you.

Question 17

How long do I have to use my pass?

Accepted Answer

Non-activated passes are valid for one year from the date of purchase, so you have plenty of time to plan ahead!

If you would like to check when your passes expire, you can do that using our automated chat service here.

Question 18

Do I need to choose attractions before I purchase?

Accepted Answer

No, there’s no need to pick before you purchase. You can buy today and plan what you’re going to visit later.

Please note: some attractions require an advanced reservation, so we recommend making a booking as soon as you can to avoid missing out.

Question 19

Can I cancel my attraction reservation?

Accepted Answer

Reservation cancellations are at the discretion of the individual attraction. Follow the instructions in your booking confirmation or contact the attraction directly for more information.

Remember, a missed visit may be automatically redeemed from your pass, so be sure to cancel if possible and avoid losing one of your days or choices.

Question 20

Can I use my confirmation email to enter attractions?

Accepted Answer

Unfortunately not. You'll need to have your pass on the Go City app, or have the PDF downloaded to your phone or printed in order to enter attractions.

Question 21

How can I get a refund?

Accepted Answer

Plans changed? No sweat! Our cancelation policy gives you 30 days from your purchase date to return any non-activated passes. Click here to request a refund via our automated chat service.

Purchased before November 1, 2024? You'll still be entitled to our 90-day refund policy.

Question 22

Do I need to make reservations to enter attractions?

Accepted Answer

Some attractions may require a reservation. You can find out which ones need to be booked in advance by visiting our reservation page on each city. Just remember, if you need to make a booking to visit an attraction, your pass must be valid on the day that you visit.

Question 23

What payment methods do you accept?

Accepted Answer

We accept PayPal, Google Pay, and Apple Pay as well as most debit and credit cards including Visa, Mastercard, and American Express.

Question 24

Why didn't I get a confirmation email?

Accepted Answer

Confirmation emails can take up to four hours to receive (remember to check your junk mail!) due to our fraud check procedure which protects you from phishing, identity theft, and payment fraud.

If you would like to check the status of your order, you can do that using our automated chat service here.

Question 25

Do you offer group discounts?

Accepted Answer

We do – if you're traveling with a group of 20 or more, you may be eligible for a group discount. Fill in this form: Go City Group Sale Request or email: groupsales@gocity.com to learn more about our special rates.

Please note: some attractions are tricky to visit in big groups, so you may be required to make separate reservations or split up to explore different attractions.

Question 26

Can I visit the same attraction more than once?

Accepted Answer

Sorry, you can only visit each attraction once per life of your pass. Luckily, we have so many attractions to choose from, there’s plenty you’ll want to do!

Question 27

When will my pass expire once activated?

Accepted Answer

Well, it depends:

If you have an Explorer or Essentials Pass, you'll have 30 days from first use to visit your remaining attractions.

All-Inclusive Pass and All-Inclusive Pass Plus are valid for the number of days you purchased, over a 14-day period. For example, if you have a three-day pass and activate it on the first day of your vacation, you'll then have 13 calendar days to use the remaining two days of your pass.

If you’ve already activated your passes, click here to check when they expire via our automated chat service.

FAQs - Cancun

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