Scuba Caribe does not allow 60+ year old people to snorkel due to safety concerns
We booked the Isla Mujeres boat excursion with the Scuba Caribe rep Isaac at our resort, Ocean Allure Costa Mujeres on August 18, 2026. A snorkelling stop was included in the trip. We only found out on the boat that, because my wife and I were over 60 years old, we could not do the snorkelling part of the trip, even though they had flotation devices. We were never told this at the time of booking. Then when we stopped at the north side of the island, we were allowed to swim in the ocean, which was deep, with no flotation devices (we are good swimmers). Upon our return to the resort, we addressed this with the Scuba Caribe rep, Isaac, and he said he was not aware of this policy. Had we known this, we would have booked with another tour operator. We met some guests on the resort that were in their 60's and booked with a different tour company and they were allowed to snorkel on their trip. The crew on the boat, however, were very professional, friendly and entertaining. Also the pick up was 30 minutes late. We were in the lobby at the specified time.
事業者からの返答
Dear Guest,
Thank you for sharing your experience. We are truly sorry that your excursion did not meet your expectations, and we understand your concern regarding the information you received at the time of booking.
However, we would respectfully like to clarify that Envatours does not operate the activity described in your review. Our experience consists exclusively of an approximately 45-minute ride aboard a fully transparent boat, during which guests enjoy the experience from the boat.
Our activity does not include any snorkeling stop or snorkeling activity, nor do we provide hotel transportation or pickup services. Therefore, the situations mentioned in your review — such as the age restriction for snorkeling, the use of flotation devices, the swimming stop, and the delayed transportation — are not part of the services provided by Envatours.
We completely understand your frustration regarding the experience you had. However, to avoid any confusion and to ensure that your feedback reaches the appropriate provider, we would kindly ask you to double-check the name of the operator listed on your reservation and, if possible, post your review under the provider with whom you actually took the excursion.
It is very important to us that our guests’ reviews accurately reflect the services we provide, and we would be more than happy to address any comments or concerns specifically related to your experience with Envatours.
Thank you in advance for your understanding. We hope to have the opportunity to welcome you on one of our experiences in the future.
S
saraiz869
August 27, 2026 · via Tripadvisor
Excellent team
Very good service, and the facilities are very nice
事業者からの返答
¡Muchas gracias por sus comentarios! 😊 Nos alegra saber que disfrutó de nuestra atención y de nuestras instalaciones. Agradecemos mucho su visita y esperamos recibirlo nuevamente muy pronto. 🌴✨
I
ixchelalitzelr
August 7, 2026 · via Tripadvisor
I would do it again:)
The staff was always friendly and attentive, and they also answered our questions. It was a pleasant and interesting trip; we had the opportunity to see several fish and some turtles.
事業者からの返答
¡Muchas gracias por compartir tu experiencia! 😊 Nos alegra saber que disfrutaron el recorrido y que nuestro equipo estuvo atento y saber que pudieron disfrutar de los peces y tortugas durante el paseo. 🐢🐠 ¡Será un placer recibirlos nuevamente en una próxima aventura! 🌊💙
S
Sherpa109160
August 5, 2026 · via Tripadvisor
Fun quick trip
The glass boat tour was so much fun. It was just the right amount of time since it’s so hot during the summer. We were with an elderly couple and the captain and tour guide made sure they got on board and off board safely. When we spotted turtles they turned around so we could get a better look. They were very informative about fish identification and depth of water.
事業者からの返答
Thank you so much for sharing your experience with us! We’re delighted to hear that you had such a fun time on the Clearboat tour. 🐢✨ It’s wonderful to know that our captain and guide made sure everyone felt comfortable and safe throughout the experience. We’re also glad you enjoyed learning about the marine life and getting a closer look at the turtles. We hope to welcome you back for another adventure soon! 🌊💙
L
laurenbW1413HU
August 2, 2026 · via Tripadvisor
BOOK & ride with Juan!
Juan, Santiago, Uziel were amazing! Came for my birthday solo and I felt safe and had a blast 10/10 recomend!!!
事業者からの返答
Thank you so much for celebrating your birthday with us! 🎉 We're honored to have been part of your special day. We're so happy to hear that Juan, Santiago, and Uziel made you feel safe, welcome, and ensured you had an amazing time. We'll be sure to share your kind words with them—they'll be thrilled to know they helped make your birthday unforgettable. Thank you for your recommendation :)
L
L6926TJmaitem
June 30, 2026 · via Tripadvisor
Super beautiful landscape, fabulous photos, and very friendly staff
I recommend it; incredible staff, amazing photos, and friendly personnel, it's worth it
事業者からの返答
¡Muchas gracias por tu recomendación! 💙 Nos llena de alegría saber que disfrutaste los hermosos paisajes, las increíbles fotografías y la experiencia a bordo :)
También agradecemos tus palabras sobre nuestro equipo; brindar un servicio amable y hacer que cada visita sea especial es nuestra mayor satisfacción. Esperamos darte la bienvenida nuevamente muy pronto para crear más recuerdos inolvidables. 🌊📸
A
AndresH795
June 26, 2026 · via Tripadvisor
Incredible view from the boat
The tour is perfect for children; the boat is really transparent, and the water also allows for great visibility.
We were lucky to see several turtles, rays, and thousands of fish. There were 2 people who got seasick, but I think that is a minor issue compared to the opportunity to see marine wildlife.
事業者からの返答
¡Muchas gracias por compartir su experiencia!
Nos alegra saber que disfrutaste del recorrido y que tuvo la oportunidad de observar tortugas, rayas y una gran variedad de peces. Sin duda, encontrarse con la vida marina en su entorno natural hace que cada tour sea una experiencia única.
También nos da gusto saber que la embarcación cumplió con sus expectativas.
Agradecemos mucho su recomendación y esperamos tener el placer de recibirle nuevamente en otra aventura con Envatours.
J
Jenny
June 12, 2026 · via Viator
Fun experience!
Didn’t get to see as much, I did get to see some turtles, but that was about it. But the experience overall was fun and peaceful.
事業者からの返答
Thank you for sharing your experience! Even if you didn’t get to see as much as expected, we’re glad you were able to see the turtles and still enjoy a fun and peaceful tour overall. We appreciate your feedback and hope to welcome you again for an even more complete experience next time.
N
N6136GAtaniaf
May 16, 2026 · via Tripadvisor
Vacation
Very beautiful landscape, good service, and photographs.
事業者からの返答
¡Muchas gracias por tu visita y por compartir tu experiencia! 😊
Nos alegra saber que disfrutaste del paisaje, la atención y las fotografías. Esperamos recibirte nuevamente muy pronto para seguir creando momentos especiales. 📸✨
S
Sindhu X
May 15, 2026 · via Tripadvisor
Saw wildlife, but shortchanged on duration by a third
The tour operator was very flexible to accommodate a couple more. We saw some huge turtles and colorful fish. The boat was clean and you could see through the glass very clearly.
The Captain came late by 15 minutes so they cut short the time on boat to 30 minutes instead of 45, which was the stated duration when we booked. In other boat tours, the boat is typically slowed down when you see animals. This one just kept going at the same pace., probably to make up time and get back to docking area by 45 past the hour.
Typically, guides explain about the tour, the kinds of things we are going to see (in this case see life). Except for a brief introduction and occasional pointing out of flora and sea life, the guide was mostly looking at his cell phone. He didnt even mentoon the species names, let alone something about them.
Overall, felt shortchanged on this one.
事業者からの返答
Thank you very much for taking the time to share your experience. We’re happy to hear that you enjoyed seeing the turtles and colorful fish, and that you found the boat clean with clear visibility through the glass.
We sincerely apologize that the tour did not fully meet your expectations. We understand your frustration regarding the shortened tour duration, and we recognize that punctuality and the quality of the guide’s interaction are very important parts of providing a great experience.
We truly appreciate your feedback, as it helps us identify areas where we can improve. We will speak with our team about the importance of providing more complete information during the tour and maintaining better engagement with our guests.
We hope to have the opportunity to welcome you again and provide you with a much better experience in the future.
