Review Time
I PAID FOR A ROUNDTRIP FOR 8 PEOPLE. They promised a pickup in 10 minutes, but we ended up waiting 40 minutes. The return pickup from the resort never happened. They informed us they would be late, but ultimately, they didn’t show up at all. We tried calling multiple times, but they kept hanging up or putting us on hold for over 20 minutes before disconnecting us. After about 30 minutes of trying to reach them, they finally told us to find another ride because they weren't coming. We had to book a taxi and spent an extra $200 for a one-way trip to the airport. We barely made it with a sick mother, three kids, and five adults. This experience was incredibly frustrating, and the service failed us at every turn, causing us significant stress and hardship.
PAID FOR ROUNDTRIP FOR 8 PEOPLE. Pickup was supposed to be in 10 minutes, but we waited 40 minutes. The return pickup from the resort never arrived. They claimed they would be 10 minutes late, but then didn’t show up at all. We called repeatedly, but they kept hanging up and putting us on hold for over 20 minutes before disconnecting us. After about 30 minutes of trying, they finally told us to find our own ride because they weren’t coming. We ended up having to book a taxi and paid an extra $200.00 for a one-way trip to the airport. We barely made it with a sick mother, three kids, and five adults. This company completely failed us from start to finish, causing us financial, mental, physical, and emotional stress.
I booked a private transfer and waited over 20 minutes with many others, but no shuttles in sight. The staff appeared stressed. I noticed a representative talking away from the group, who then directed me to a driver that didn’t even wear a company shirt. The driver looked unkempt, and the shuttle was dirty inside. He didn’t say a word during the ride. It felt like I was handed off to someone who didn’t work for the company just to clear the area since their shuttles were absent. The ride was rough, causing neck pain that persisted throughout my trip, ultimately leading to a diagnosis of whiplash. I will never use this service again, as it ruined my trip due to the pain. When I tried to call to report the issue, I only got a recording and was disconnected each time.
Paid for drop-off at my hotel, not two blocks away in the rain with luggage. I waited an hour and a half in the van because I was asked to pay if the driver got a ticket. The street was blocked, which I understand happens, but the person coordinating the shuttles was very rude and unprofessional. I have used this service several times before, which is why I returned, but this trip was the worst! There was no compensation for my inconvenience at all. Be aware when booking, as you may need to walk to your drop-off point. This was not clearly stated on the website!
Nadya (Airport Rep) was fantastic. Flight issues from London to Cancun caused a nearly 24-hour delay in arrival. She was brilliant, showing empathy and understanding, and kindly arranged an immediate transfer despite our late arrival. Her helpfulness and the service provided with a smile eased our worries. We were exhausted and concerned about the transfer, but she made it feel like a non-issue, allowing us to finally enjoy our holiday. This was unexpected and restored my trust in using an overseas service after reading mixed reviews. Well done - I would happily use this service again if I return to Cancun. Highly recommended for peace of mind. Nadya is an asset and exceeded my expectations.
We used the service during our trip to Cancun. The drivers were very nice, but we encountered an issue with our round trip tickets to Isla Mujeres. They insisted that since our child was 16, we needed to purchase a 'child' ticket. When we arrived to use the ticket, they refused it based on height, not age. We had to return to the ticket area to buy an adult ticket, which was frustrating. I tried to explain the situation, but they insisted the wrong ticket was given. We had to leave our luggage behind and almost missed our shuttle to the island. It wasn't the best way to start our vacation, but we eventually made it to our destination.
I booked online for the airport to hotel and return for four of us. They explained in detail where they would be waiting at the airport, and they were there as promised. The driver was friendly and provided cold bottled water, taking us swiftly to the hotel. Pickup at the hotel was early at 5:00 am, and they arrived before us. The vehicle was clean, and I cannot fault the service. Highly recommended.
We waited about 35 minutes for the shuttle. The hostess mentioned it was due to construction, but when we finally got a driver, he claimed he had been there the whole time. The situation seemed very disorganized. We have used the service before and were very satisfied, but this time was disappointing. The driver was good and got us to our destination on time, but the long wait with no updates was frustrating.
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