QA

Whom do I contact for reservation inquiries?

For further information on your booking or general enquiries about your reservation, please refer to the Contact Us section on our website: https://www.nexustours.com/contact-us

How to know my pick-up schedule, and what happens if it changed?

You will receive a written message 2 days prior to your departure, in which details of your transfer pick-up will be provided accordingly. To ensure you receive your transfer pick-up information, please log into our Xperience Hub through this link: https://eh.nexustours.com/login / Once you’ve successfully registered in the Xperience Hub, you may download your Airport Transfer Pass / Information on how to sign up and other benefits of our Xperience Hub can be checked through: https://www.nexustours.com/xhub / Please make sure that any flight or transfer services changed are reported in a timely fashion.

I did not receive a confirmation email, what should I do?

If you do not receive your booking confirmation message, please contact our NexusTours Service Center. Contact details are available at https://www.nexustours.com/contact-us / You may also contact us through the Xperience Hub after signing up or through the live chat on our website.

How do I quote for a transfer or an activity?

You may book transfers, excursions and activities through our web site https://nexustours.com. However, if you require assistance with the booking process or guidance with information on excursions and activities, please contact our NexusTours Service Center. One of our Virtual Concierge will be available to assist you around the clock. Contact details are available at https://www.nexustours.com/contact-us

I received an unrecognized charge, what do I do?

If you see a Nexus service charge you cannot recognize or do not recognize the transaction, please contact our Nexus Service Center immediately for assistance. You may contact us via email at customer.service@nexustours.com, via our Nexus live chat at www.nexustours.com or by phone.

Our Nexus Service Center is available 24/7 and can be contacted around the clock through the following numbers:

Toll Free USA and Canada: 1-855-70-NEXUS (1-855-70-63-987)
Toll Free MEX: 1-800-07-00-033
Toll Free Canada:: 1-855-706-3987
Bahamas: 1-877-309-7973
Costa Rica: 506-4000-1953
Curacao: 599-9820-5011
Jamaica: 1-800-572-7656
Panama: 507-800-2033
Dominican Republic: 1-888-751-9010
Saint Lucia: 1-855-556-7425
Rest of the World: +52 (998)251-6559 / (984)147-6559

Refund terms

Based on our cancellation policy, which is available through our website’s Terms and Conditions section, , once a refund is issued, it may take from 5 to 12 business days for the refund to show on your payment card statement. Should you have any questions or concerns regarding our refund process, do not hesitate to contact our Service Center.