amstardmc.com

DO NOT DO ANY EXCURSIONS WITH AMSTAR

If I could give them zero star then I would! This is the same I sent to 2 supervisors and I have yet to receive a response. Alejandro wanted to give us a 50% refund after all we went through, which is very unacceptable! It was a very scary moment for us.Good morning Cesar and Israel,On Monday, June 16th, I booked an excursion for my family of 10 to do the RZR Jorullo bridge. This was the only excursion I booked through the resort. We booked 3 others outside of the resort that was smooth, efficient, and very well organized. I have also been to Mexico 7 times and this is the first time I have had a major issue and disappointment.Alejandro the agent we booked this excursion was great in the beginning. He informed us that we needed to take a taxi to the place he circled on the brochure at 11:40. My sister and I repeatedly asked and questioned the time of 11:40 as to needing to be there at that time or taking the taxi at that time due to the brochure stating 11:40. Alejandro repeatedly responded with taking the taxi at 11:40 to the address circled in brochure . Our whole family was actually in the lobby at 10am and we were hanging out until we had to take the taxi. We left a few minutes earlier than told by Alejandro and took the taxi at 11:30. Also, I would not recommend taking a taxi as the fee was $45.00 dollars one way when you can take an Uber for $18.00.We get to your facility and there were two females there. They asked how they could help, we stated we are here for our tour. She said the tour already left. That we were supposed to be there at 11:20 not 11:40. So right there we were misinformed on our time. One of the ladies stated she was going to call her supervisor Omar, supposedly he stated that we could pay to take a taxi to the mountain site. That did not sit well with us all. We just paid over $1,200.00 USD for an excursion, $45.00 USD for a taxi from our resort to your facility and now you want us to pay for an hour taxi ride all because of your agent’s miscommunication. I asked the women if she could call Alejandro and have him pay for the taxi, as it was his fault. They went back and forth for a bit and she started to make us feel very uncomfortable and unsafe. We were informed that Alejandro was going to take care of the taxi fee. This took approximately 15 minutes and now it is approximately 12:15 PM. When the taxi’s showed up(2 of them to fit 10 people) the woman and one the the taxi driver’s were fighting, yelling at each other and the other woman at the counter, put her hands on her head and said “oh my God”. At this point everyone in our party felt extremely unsafe, the kids started to cry, we were being mistreated and if we ended up going in those taxi’s or on the ATV ‘s then we would be retaliated. We were also told that at this point that it is not promised that we will make the 1 PM ride. Lastly, the facility kept our receipts and copies of our drivers licenses and would not give them back to us, that made us feel very very uneasy.With all this poor miscommunication, chaos at the facility, uneasiness, and mistreatment, I feel we are owed a full 100% refund.aboard.Press and hold to react

Date of experience: Jun 19, 2025