Cancun Airport : Shuttle Cancun of Playa del Carmen Hotels

Hello Thank you for sharing your feedback, and we are sorry to hear about your experience. We would like to clarify that all of our airport transportation services are scheduled and monitored using the flight information provided in the reservation. Our team tracks flight arrivals, including delays, to ensure that our drivers arrive accordingly. Additionally, our airport arrival service includes a courtesy waiting time of up to one hour after the flight has landed to allow passengers enough time to complete immigration procedures, collect their luggage, and proceed to the meeting point. According to our records, our team attempted to contact you during this waiting period through every communication channel available to us, including phone calls, messages, and the contact information provided with the reservation. Unfortunately, we were unable to establish communication during the waiting period. We understand that not having access to Wi-Fi at the airport can make communication difficult, and we regret that this contributed to the situation. We are sorry to hear that you encountered unauthorized transportation services at the airport and incurred additional expenses as a result. We always recommend contacting our team through the provided emergency contact numbers whenever possible so that we can assist our guests directly. We appreciate your feedback and will continue working to improve the arrival experience for our travelers. Best regards

Hello Thank you for sharing your feedback. We would like to clarify that the price of the service was not changed after your arrival. Upon reviewing your reservation, we found that there was a price difference because the rate selected during the booking process did not correspond to your actual destination. In both reservations, the selected rate was not the correct one for the destination requested, which resulted in an additional charge being required to cover the difference in service area and travel distance. Our team informed you of this discrepancy as soon as it was identified and provided the available options to proceed with the service. We always strive to be transparent with our pricing and ensure that the correct rate is applied based on the pickup and drop-off locations selected at the time of booking. We appreciate your feedback and remain available to assist our guests with any questions regarding service areas and rates before their trip Best regards

Hi Thank you very much for taking the time to share your experience with us! We are delighted to hear that both your arrival and departure transfers met your expectations and that our drivers, Ramiro Santos and Miguel Miranda, provided excellent communication, punctuality, and service throughout your trip. We will be sure to share your kind words with both of them, as they take great pride in delivering outstanding customer service to our guests. Thank you for choosing Cancun Travel Experience for your transportation needs. We hope to have the opportunity to welcome you back to Cancun and the Riviera Maya in the future! Best regards

Hello Thank you for sharing your feedback. We would like to clarify that the additional charge was not a new or unexpected fee, but rather a rate adjustment due to the service location selected during the booking process. The reservation was originally made using the Cancun hotel zone rate; however, the actual destination for the service was Royal Hideaway Playacar, which is located in Playa del Carmen. Since Playa del Carmen falls under a different service area with a longer travel distance, there is a price difference of $40 USD each way, totaling $80 USD for the roundtrip service. We would also like to confirm that both the arrival and departure transportation services were provided as scheduled and according to the details confirmed in your reservation. We always strive to inform our guests of any discrepancies in the booking details prior to the service date so that there are no surprises upon arrival. We appreciate your feedback and remain available to assist our guests with any questions regarding service areas, rates, and transportation options before their trip Best regards

Hello We are truly sorry to hear that you were disappointed with your experience. We understand how stressful it can be to arrive at the airport and feel uncertain about your transportation, especially when traveling alone. However, after reviewing our records, we found that our team did not receive any successful communication from you while you were at the airport. Our customer support is available to assist passengers, and we always encourage guests to contact us using the phone number and instructions provided in their confirmation voucher if they are unable to locate their driver. We sincerely regret that you felt stranded, as this is never the experience we want our guests to have. We continually review our procedures and communications to improve the service we provide. Thank you for sharing your feedback. We value all comments and will use them to continue enhancing our customer experience Best regards