チチェン・イッツァ、美しいセノーテとバリャドリッドオールインクルーシブツアー

Dear Karensa, Thank you for your feedback. However, several statements in your review are factually incorrect, and we believe it is important to clarify what is actually included in the tour. Our tour description clearly states that drinks during lunch are not included. Drinking water is provided on the bus, and guests are welcome to take it with them. If the bus is temporarily locked while the group is at the restaurant, guests simply need to wait until the group returns. The bus cannot be left open because guests’ personal belongings remain inside. Drinks are also available for purchase at the restaurant and at other stops during the tour. There is absolutely no “scam” involving water or lunch. Suggesting that our guides intentionally withheld water in order to force guests to purchase it is a serious and completely unfounded accusation. We are equally concerned about the allegations regarding the honey. Honey itself is a non-alcoholic food product and contains no alcohol. The souvenir bottle with the photograph is an entirely optional purchase. Before the photograph, the guide explains what it is, that the photograph is optional, and that the bottle is available for purchase separately. There is absolutely no obligation to participate or buy anything. You chose to participate in the photograph and subsequently purchased the honey bottle. It is therefore particularly difficult to understand how this voluntary experience can now be described as being “forced” upon you. We are also disappointed by the disrespectful way the Maya community was referred to in your review. The correct name is Kaua, not “Kona.” The community and its people deserve to have their name represented correctly and respectfully, especially when serious accusations are being made about them. We respect every guest’s right to leave a review, even when their expectations differ from ours. However, calling our tour a “scam” and accusing our guides and local partners of deliberately deceiving tourists are serious allegations that we cannot simply accept. The tour you booked included the advertised services: comfortable transportation, the cenote visit, entrance fees, a professional guided tour of Chichén Itzá, and Valladolid. We are genuinely surprised that, after receiving the services described in the tour, the main basis for a one-star review is a voluntary photograph and purchase, as well as water that was provided on the bus. We are sorry that you left with such a negative impression, but we strongly disagree with the characterization of our tour and our team as a “scam.” Best regards, The OlMar Travel Mexico Team

Dear Karena, We are sorry to read this review, as several of the accusations made in it are simply not true and do not reflect how our tours are operated. First, our guides do not consume alcohol during tours. This is strictly prohibited. Our guides are checked at our office before departure and are required to report back after the tour. We take this responsibility very seriously. Nevertheless, we will of course review the details of this particular tour internally. We also want to clarify the comments regarding purchases. We do not force, pressure, or require our guests to buy anything. At the cultural stop, guests are simply shown the products available and are free to decide whether they are interested in purchasing something. No purchase is required. It is also important to carefully read the tour itinerary and inclusions before booking. The visit to the artisan village is clearly stated in the itinerary published on Viator. It is not a hidden or unexpected stop added during the tour. This stop also has an important logistical purpose. The bracelets for entry to Chichén Itzá are provided there, allowing our guests to avoid standing with the entire bus in the entrance line, which can otherwise take more than 30 minutes. The cultural aspect of the stop is an additional part of the experience. We are also disappointed that the review focuses almost exclusively on an alleged disagreement regarding purchases while completely overlooking what is actually included in the tour: entrance fees, comfortable transportation, lunch, a cenote visit, a professional guide, and other services included in the tour price. We work hard to offer a complete Chichén Itzá experience at a competitive price, without hidden mandatory purchases. We have checked our records and had not received similar complaints from other guests regarding guides drinking during tours or guests being forced to make purchases. We will, of course, investigate this particular case, but we cannot accept accusations that do not correspond to our operating procedures. It appears that the main dissatisfaction arose from the fact that the guest did not appreciate the artisan-village stop, despite this being clearly stated in the tour description before booking. We respect every guest's right to leave a negative review, but it is unfair to turn a disagreement with an included and clearly disclosed part of the itinerary into personal accusations against our guide. We encourage all future guests to carefully review the itinerary and inclusions before booking so they can choose the experience that best matches their expectations. Our goal remains to provide a safe, professional, comfortable, and enjoyable experience, with all purchases at the artisan stop being completely optional. Best regards, The OlMar Travel Mexico Team

Dear Yohima, Thank you for your feedback and for your kind words about our guide and driver. We are pleased to hear that you found them friendly, professional, and attentive throughout the day. We would like to clarify a few points for future travelers. Your hotel was located in the Costa Mujeres area, which unfortunately requires one of the earliest pick-ups on any shared tour due to its distance from the main tourist zones. However, your scheduled pick-up was at 7:05 AM, which is a standard pick-up time for a full-day excursion covering several destinations. We also feel it is important to clarify the timing described in your review. The statement that the group arrived at Chichén Itzá around 2:30 PM is simply not consistent with how the tour actually operated. If the group had arrived at Chichén Itzá at that time, it would have been impossible to complete the visit, lunch, the cenote stop, the Valladolid visit, and all hotel drop-offs before well after midnight. In reality, guests returned to their hotels at approximately 8:30 PM, with the later return time mainly due to the location of your hotel in Costa Mujeres, one of the farthest hotel areas served by shared tours in the region. The itinerary is clearly described on the tour page before booking. It includes a cultural stop before Chichén Itzá lasting approximately 40–45 minutes. This stop is part of the planned experience and also serves important logistical purposes that help the day run more smoothly for all guests. We understand that some travelers would prefer to visit Chichén Itzá first, while others enjoy the complete itinerary as designed. Shared tours must follow a schedule that works for the entire group and cannot be customized to individual preferences. For guests who prefer a personalized schedule, different timing, more time at specific locations, or a direct route to Chichén Itzá, we offer both small-group and private tours, which may be a better fit. We appreciate your feedback and are glad that, despite your concerns about the itinerary, you enjoyed the professionalism of our team. Best regards, The OlMar Travel Mexico Team