Review Time
Easy to find the tour guides in the airport, who then helped us find our bus (unlike PV airport where they point you in the general direction), the driver was safe and the drive to our hotel was pleasant. You cannot really ask for anything more!
Someone "forgot" to place the order for my original ride from the airport to my hotel. As such, they didn't have driver scheduled. However, it was rectified at the airport, but I was delayed. Not a big deal but I had communicated that I was going to be a day late, and had received confirmation that all was set. I would like to state that the driver for my ride from the hotel back to the airport, the driver was on time and he was ABSOLUTELY LOVELY!! He was very nice, and we had a nice conversation. I didn't get his name but please look up my trip and provide this positive feedback for him.
The guide was very knowledgeable and friendly and the tour was very interesting. However, it was also a lot more physically difficult than I thought it would be. Please be aware that the tour is pretty physically exhausting and that you should be fairly physically fit to do this!
While online booking an excursion a week and a half before our trip, a representative contacted us to expedite the process and offer assistance. I was blown away. This was nice!
So we decided to upgrade our airport transfer to a private van so we wouldn’t have to do the standard bus jumping between hotels. Constantino helped us with that, processed the payment and sent us the vouchers immediately. I thought to myself, this is awesome. We’re good to go.
That’s where it ends unfortunately.
Upon arrival in Mexico, the agents on the ground had no information about our upgrade. They kept saying we have shared transport. After several agents, I was able to see my file on their screen showing Constantino had made the booking, long story short, we stood on the curb waiting for this to get figured out for almost 2 hours before they found us our private van.
Spoke with the Nexus tours rep at the hotel upon arrival. Showed all the documents again, showed the emails, showed the bank statement showing nexus tours ‘paid upgrade’….he could not see it either. After a few hours he got back to me and said it was all taken care of and our return trip was set. No more issues. Ok. Fine
Sent an email to Constantino to report the issues we encountered a confirmed that our excursion was not going to see the same problem. He assured us it was all good and that he’d look into the transfer issue.
The excursion went off without a hitch. No issues. Perfect.
Received an email from Constantino confirming the return private airport transfer will be going ahead. He also expressed his concern and said that the money would be refunded because of the issues.
Departure day. Check out of hotel, walk up to the Nexus Tour bus operator and inquire about when the private transfer would be showing up. Showed him my documentation. His response.
You are on shared transport. I have you on the list.
Now I’m really angry. We decide to jump on the bus to the airport to avoid any potential for more delays. At this point we just need to get to our flight. Can’t wait for a van that may or may not show in time.
Sent an email from the bus to Constantino again to update this situation and request the full refund since it had not yet been done.
It’s now been over a day and a half since that email was sent and there has been no action or response from Nexus Tours or Constantino whatsoever.
Cannot express enough how frustrating Nexus Tours was along the way. It all started so great and went straight downhill from there.
Still awaiting my refund and a response from NexusTours. Will update if they respond and make us whole. Otherwise, from this experience, I would not recommend them at all.
The ball is in your court NexusTours.
When we arrived in Punta Cana DR they sent us to the wrong bus to take us to our resort which resulted in a lengthy wait until it was sorted out. And no rep ever came to our resort. Could only book tours through the Sunwing App.
We used NexusTours in Cancun this past week. We’ve been to different areas of Mexico numerous times before, including cancun, and believe me when I say this was THE WORST transfer experience we’ve ever had. We spoke with the representative at the airport, he told us it would be 10-20 minutes, which turned into an hour. We followed up and they said 5-10 more minutes, the driver is on the way. Another half hour goes by and the representative came over to our group and said our driver wasn’t coming and we’d now need to get a taxi. Keep in mind we had already paid for the service from Nexus. To our surprise, those guys were able to help get us a taxi within 15 minutes… however, this was $150 USD and we had to pay it upfront, but were promised a refund by the Nexus rep who would be at the resort each day. At this point we were just about two hours in on a what was already a long travel day so we just said fine let’s do it. Our stay at the resort was great and we had no complaints. Our last day came and we again had our airport transfer scheduled through nexus, unfortunately. To no surprise to us, they were an hour late and our resort had to make a number of calls before our driver finally showed up. We’re back in the states now but never received our refund for the taxi. The representative claimed she’d needed to open a case… sounds unlikely, but we’ll see I suppose. I highly recommend using any other service. I would give them 0 stars if I could.
Waited 3 hours at the airport for our transfer. Which is ridiculous they kept telling us 30 minutes they are delayed.
Booked an excursion at the hotel and the rep gave us the wrong time to meet in the lobby. Missed the excursion. The rep said they would work on getting us reimbursed and I have not received an email back regarding this. After reading many reviews nexus is known for miscommunication which is not good. Hoping to hear back from them but not holding my breath
It was a nice break to get out from the hotel crowds and see a part of local history, the way of life in the local jungle, and a local cenote.
The guide was exceptional. She managed to explain in two languages, English and German. The trip from the hotel to the sites, as well as the return were comfortable; and the driver was great.
The only negatives were that, though the transport vehicle was in perfect condition, leg room is not very good for tall people. Also, the snack provided in the trip was relatively small. I recommend that you take a banana with you.
Absolutely the WORST airport transfer experience I’ve ever had.
I booked Nexus Private Shuttle in Cancun and scheduled my pickup for 5:45 AM for my 8:40 AM flight. This is an airport transfer service — timing is literally your entire job. Yet at 5:45 AM, no one showed up. No call. No message. Nothing.
When I called customer service, I was placed on hold and told the driver was “on the way” and to call back in 15 minutes if they didn’t arrive. Fifteen minutes later? Still no driver. I call back and sit on hold AGAIN, only to be told I should just get a taxi and that I would be reimbursed.
So let me get this straight — I paid $55 for a private shuttle that never showed up, then had to scramble at the last minute to find a taxi for $100 out of my own pocket while trying not to miss my international flight.
I was on vacation and limited on cash. This caused unnecessary stress, panic, and financial inconvenience. To make matters worse, I still have not been reimbursed as promised.
An airport transportation company that cannot manage basic punctuality or communication should not be in business. Completely unreliable, unprofessional, and unacceptable.
Do NOT rely on this company if you have an international flight with limited time.
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NexusTours is a leading destination management company (DMC) specializing in providing exceptional travel experiences across the Americas and the Caribbean. With over 25 years of industry expertise, we offer a comprehensive range of services, including airport transfers, tours and excursions, and personalized vacation packages. Our commitment to customer satisfaction is reflected in our dedication to delivering high-quality service, ensuring unforgettable experiences for travelers. NexusTours is proud to partner with some of the world’s top travel brands, focusing on innovation, reliability, and operational excellence to create memorable journeys for every guest.See more
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