nexustours.com

While online booking an excursion a week and a half before our trip, a representative contacted us t

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.

Date of experience: Feb 24, 2026