A conversation with Benjamin de la Vega, general director of Live Mobility.
A mobility rental works best when the equipment, accommodation and ordinary journeys fit together. Benjamin de la Vega explains the areas Live Mobility serves and the arrangements visitors should confirm before equipment is delivered.
Interview by Ken Gardner. Answers translated from Spanish and edited for clarity. These answers describe the provider’s reported services. Confirm current availability, equipment specifications, charges and arrangements directly. A rental explanation does not determine clinical suitability; discuss your individual mobility needs with an appropriate clinician. This interview does not independently verify professional registration or facility authorization.
1. What equipment is available, and which areas do you serve?
In Playa del Carmen, we rent manual and powered wheelchairs and electric scooters. We offer scooters with a stated capacity of up to 400 pounds; confirm the capacity and dimensions of the particular model before reserving.
Our office is in Puerto Morelos. We report service in Costa Mujeres, Cancún, the Riviera Maya, Puerto Aventuras and Tulum. We do not serve Cozumel or Isla Mujeres. Confirm delivery to your exact address rather than assuming every location within a broad region is covered.
The organization also reports pharmacy delivery and separate general medical, X-ray and laboratory services at Live Medical Center in Puerto Morelos, as well as hotel consultations in the area. Those are separate services to confirm directly, not part of every equipment rental.
2. What information is needed before a reservation?
We ask for the person’s name, hotel or delivery details and the user’s weight so we can discuss the available equipment. Many customers already use a scooter. If someone has not used one, we explain how it works.
Ask for the actual model’s dimensions, capacity and operating instructions. If you are unsure what equipment fits your needs, arrange appropriate professional advice before reserving. An explanation of the controls is different from an assessment of safe or suitable use.
3. What should visitors check with their hotel and transport provider?
Before choosing the hotel, ask whether the scooter fits in the elevators, whether ramps are available and whether wheelchairs or scooters can enter the restaurants. Check the room and route you will actually use, not only a general accessibility description.
If a customer changes hotels, we can arrange an equipment transfer. Smaller scooters may fit in a car, while larger ones require a van. Confirm the model, loading arrangements and transfer charge before relying on a particular vehicle.
4. How are delivery and collection coordinated?
Our call centre coordinates the date and location through WhatsApp at +52 998 277 4498. Delivery is generally at the hotel lobby or the house where the visitor is staying. For a hotel delivery, we ask for the reservation number so we can arrange entry.
Agree the handover point and access permission with the accommodation before arrival. Send booking details directly to the provider through an agreed channel. Confirm collection arrangements as well as delivery.
5. What is needed for a written estimate?
We need the arrival date and number of rental days. We quote in US dollars or Mexican pesos. For a reservation, we recommend paying 50% or the full amount by bank transfer, particularly during the winter high-demand period. Confirm the amount due, payment method and remaining balance in the written quotation.
Ask for a written total in the chosen currency, identifying the equipment and rental period. For an extension, we charge the additional rental days without a separate extension fee; notify us in advance so we can coordinate logistics and confirm availability. If a customer returns equipment early, we say that 50% of the agreed rental value is payable. Confirm how that is calculated and any refund due in the particular booking.
For cancellation before the rental starts, the example supplied by Live Mobility allows cancellation without a charge through December 10 for a December 24 rental. Cancellation from December 11 through December 24 incurs a charge equal to 50% of the agreed total rental price. If the full rental price has been prepaid, 50% is refunded; if only a 50% deposit has been paid, that deposit is retained as the cancellation charge. Confirm the exact dated deadline and refund terms in your written booking before paying.
6. What happens if the equipment fails?
At handover, we explain how to use the equipment. Our call centre operates every day of the year, from 8 a.m. to 11 p.m., Cancún/Quintana Roo local time. English assistance is available through WhatsApp or by requesting a bilingual representative for a call. If equipment fails, our staff provide telephone advice or replace it with another unit.
Outside those hours, the provider gives +52 998 293 3271 as its urgent service-support line. This is equipment/service support, not an ambulance or clinical emergency number. Confirm replacement arrangements and what happens if the required replacement is unavailable.
Before reserving
- Confirm the exact delivery address and available model.
- Check the model against the room, elevator, entrances and transport.
- Agree delivery, collection and hotel access.
- Obtain a written total and the rental conditions.
- Confirm support hours, language and the replacement process.
- Resolve equipment suitability questions with the appropriate professional.
About the contributor
Benjamin de la Vega identifies himself as general director of Live Mobility. Its office and associated Live Medical Center are in Puerto Morelos. The coverage described above is the provider’s reported service area, not independently checked accessibility at each destination.
Professional information: Visit Live Mobility’s website Professional contact: +52 998 277 4498.
About the Author
Ken Gardner develops and curates MexPat Guide from Vancouver, Canada. He focuses on Mexico relocation research and practical comparison questions. This is educational planning information, not a claim of local residence or individual immigration advice.
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