Frequently Asked Questions
Everything you need to know before booking your Puerto Plata adventure. Still have a question? Message us anytime on WhatsApp — a real member of our team (often the owner, Nayib) will get back to you personally.
Booking & Payment
How do I book a tour?
Booking takes just a few minutes. Choose your tour, select your date, and complete your secure online payment. You'll receive instant confirmation by email — no waiting, no phone calls needed.
Is online payment secure?
Yes, 100%. All payments are processed through secure, encrypted checkout. Your card details are fully protected.
Do I need to print my ticket?
No need to print anything. Just show your confirmation email (on your phone is fine) on the day of your tour.
Can I book for a group or family?
Absolutely. Select the number of guests during checkout. For large groups or private tours, reach out via WhatsApp and we'll arrange it for you.
Cancellations & Weather
What is your cancellation policy?
You get free cancellation when you cancel between 48 and 24 hours before your tour. Cancellations made less than 24 hours before the tour are non-refundable.
What happens if it rains?
Your safety and experience come first. In case of weather that affects the tour, we evaluate each situation individually and will work with you to reschedule or find the best solution.
Can I change my tour date?
Yes — just contact us via WhatsApp as early as possible and we'll do our best to accommodate a new date, subject to availability.
Hotel Pickup & Transportation
Is hotel pickup included?
Yes! Pickup is included with a set schedule. We currently pick up from Puerto Plata, Playa Dorada, Lifestyle, Sosúa, and Cabarete. If your hotel is outside these areas, we have two additional meeting points available — just let us know where you're staying and we'll arrange the closest option.
What time is the pickup?
Pickup times depend on your specific tour and location. Your exact pickup time and point are confirmed after booking.
I'm staying outside the pickup zones — can I still join?
Yes. Contact us via WhatsApp with your location and we'll coordinate one of our alternate meeting points so you don't miss out.
The Tours
What languages are the tours offered in?
Our guides speak English, Spanish, German, French, Polish, and Russian — so you can enjoy your experience comfortably in your own language. Let us know your preferred language when booking.
Are the tours suitable for all ages and fitness levels?
It depends on the tour. Adventure tours like the 27 Waterfalls of Damajagua involve jumping, climbing, and swimming, so a basic fitness level is recommended. Nautical and cultural tours are relaxed and family-friendly. Check the "Good to Know" section on each tour page for details.
What should I bring?
Generally: swimwear, a towel, sunscreen, water shoes or sandals, and some cash for extras or tips. Specific tours may have additional recommendations listed on their page.
Are the tours private or shared?
Most tours are small-group experiences. Private tours are available on request — contact us via WhatsApp.
About Chill Caribbean
Who are you — is this a trusted local company?
Yes. Chill Caribbean is a locally based tour company in Puerto Plata, run by people who live here and know the island. We work with the largest, most established local tour provider. Our mission is simple: give travelers authentic experiences at honest, all-in prices — no resort markups, no surprises.
How can I contact you if I have questions?
We're here to help. Message us anytime on WhatsApp and a real member of our team (often the owner, Nayib) will get back to you personally.
Still have a question? Reach out on WhatsApp — we love helping travelers plan the perfect day in Puerto Plata.