Review Time
We were taken for $240.00 on a horseback riding excursion in February 2026. We were unable to do the excursion and were told we would be refunded. Our sales person Yuli Shalom said she would take care of it, but she was concerned about the money she would be out so she never did handle it. After several failed attempts in me trying to get a response from someone, I've determined that they a refusing the refund. I would use Amstar for shuttle service, but never schedule an excursion with them.
Car was fine. Clean. Drivers were nice. The real issue was safety and the sale of a product they could not provide. I paid for roundtrip private car for my family from Punta Cana airport to our hotel, specifically because they offered a car seat for an additional fee. We were going to bring a car seat because safety for our toddler is very important to us. For both rides, the driver did not know how to properly install the car seat so we were unable to use it. I didnt bring a car seat because they were supposed to provide one. I paid a premium for their car service and yet they sold me a service they could not provide. After the first trip I let them know that they car seat could not be used because the driver had no idea how to install it. They assured me that for the ride home the driver would install the seat properly. When we got in the car to go back to airport, the car seat was not installed even close to the correct way. These were not the tyep of carseats we were used to so I did not know how to install it myself, but I did know that they were not installed correctly. The car seat could move around freely and was not remotely stable. Having drivers who do not know how to properly install car seats (despite selling the service) and therefore forcing passengers to put their children in unsafe situations is unacceptable. I then followed up demanding a full refund. Although they did drive us, it was unsafe and we paid a premium for a service they could not provide. I would have brought my own carseat and used a much cheaper taxi had I know they couldn't actually install the seat. After several emails they best they would offer is a refund for the car seat charge. So they offered zero compensation for selling a service they couldnt provide nor compensation for putting my family at risk. Even after all of that, it has been over a month and they still havent even refunded the charge for the car seat. Terrible customer service and zero accountability.
My experience with Amstar Excursions was extremely disappointing. I booked a catamaran excursion for myself and my 70-year-old father while vacationing in Mexico. Due to high winds, Amstar postponed the excursion not once, but three separate times. While weather delays are understandable, what followed was completely unacceptable.After multiple postponements, the excursion was ultimately pushed to the very day I was forced to leave due to major flight disruptions caused by a storm. Despite the fact that we never had the opportunity to participate — through no fault of our own — Amstar refused to provide any reimbursement.The lack of flexibility and basic customer consideration was shocking. It was apparently acceptable for them to cancel or reschedule due to weather, yet when circumstances outside of our control prevented us from attending, they showed zero willingness to work toward a fair resolution.This reflects very poorly on their company. The customer service was awful, the policies feel one-sided, and the overall handling of the situation was incredibly frustrating. I would not recommend Amstar Excursions to anyone.
We were taken for $240.00 on a horseback riding excursion in February 2026. We were unable to do the excursion and were told we would be refunded. Our sales person Yuli Shalom said she would take care of it, but she was concerned about the money she would be out so she never did handle it. After several failed attempts in me trying to get a response from someone, I've determined that they a refusing the refund. I would use Amstar for shuttle service, but never schedule an excursion with them.
My shuttle service from the Cancun airport to the resort was great! I traveled with my 6 month old baby and I reserved and prepaid for a car seat round trip. The initial shuttle transfer was equipped with a car seat. My shuttle service from the resort back to the Cancun airport did not provide a car seat. I explained that I prepaid for a round trip car seat. I was told that I would get refunded my money, but that there was not an option for a car seat to be provided on the transfer back to the airport. Very disappointed.
After paying in advance for a excursion to Chechen Izta and meeting all the requirements they forgot to register me for the tour. I found that out after waiting for a hour after the supposed pickup time. After the first 15 minutes of late shuttle arrival, I was told they were just running behind. After 30 minutes Amstar rep decided to call and see what the delay was. Driver was to call back. Seems I wasn't on the pickup list. I ask for the driver to return, no help there. I ask Amstar to send a taxi to make it up, they said no, we will give your money back. We purchased a vacation with the purpose of visiting the Mayan ruins. All we got was "sorry". Nothing for the missed adventure, learning historical information. Zero consideration from Amstar.
Where do I even start with Amstar? A horribly run company. The people working there try their best, but they are saddled with a completely broken system and set of protocols.On our arrival, our arranged vehicle was not ready for us. They struggled to find our reservation because the name the reservation was under was *not* the purchaser, but instead, took the first name from the alphabetical list as the reservation holder. In our case, it was one of the children of the group. So not very helpful. It took 20 minutes to find a bus for our transportation, then another 15 to find the pre-paid car seat for a baby in our group (keep this in mind as a theme.)The drive itself was fine and the luggage loading and offloading were fine... again, the staff themselves do their best and we appreciated that.During our stay at the resort, we ended up booking an excursion online instead of the counter, due to the timing of our stay and our daily schedule. When trying to get information from Amstar via email, they informed me that we were to wait for our bus to pick us up for our excursion, when it was supposed to be on-site at the resort (as we had booked.) I only got clarification when I spoke with an agent in person and they had to call the actual excursion company to clarify. On the day of, we waited (with three other families) for our excursion at the pre-arranged waiting spot. 45 minutes later, and no excursion or signs of Amstar agents to direct us. Another family had already been waiting for an hour before we arrived, so nearly two hours for them. I finally walked back *into* the resort to find the Amstar agent desk (since the outdoor booking kiosk was not manned at that time.) After speaking with them wondering where our excursion was, they called the excursion host company to learn that it was likely to be canceled due to poor weather conditions. Even though the same excursion was happening the next resort over. I asked why we were never informed, and their excuse was because I had booked online, they didn't have my phone number to contact me. Even though they had my email and could have easily sent a notification (or an agent to communicate with the 10+ guests waiting at the beach.) We ended up canceling for a refund, and although I was given a snapshot of the cancellation and refund I still have not yet received an email notification.When we left, we had a ride booked complete with a pre-paid carseat. When we finally got to our bus and were getting ready to load into the bus, our driver was nowhere to be found. It turned out he was looking for a carseat. And furthermore, it turned out that there were no car seats. We had already been waiting 45 minutes to get onto our bus at that point. Their solution was for us to wait at the resort for another bus to come with a carseat from the airport (45 minutes away). For an international flight, this already would put us at 1.5 hours late to arrive at the airport. The solution that finally worked out for us was that the hotel bellhop had to loan Amstar his own personal carseat for us to use. Completely ridiculous... this was a service we had already paid for and they failed to even provide that!As my title suggests, Amstar is a complete joke of a company. The people who are employed and work as the staff at the desks and drivers are by and large fine. They were doing their best with bad situations. But a proper tourism and excursion middle-person organization should not have this severe lack of internal coordination to make peoples' trips enjoyable. They are supposed to be at service of customers, but reality is that we would have been much better off without having dealt with them. Unfortunately they were the only company licensed to serve our resort, so we had zero choice or options! We *had* to use Amstar, despite our increasingly negative interactions... as such, we will never ever book any vacations or resorts again that utilize Amstar as their tourism service. I will never pay them another penny.
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