Cancun Airport: Shuttle Cancun or Playa del Carmen Hotels

Hi Thank you for taking the time to share your experience. We are truly sorry for the frustration, disappointment, and inconvenience this situation caused during your trip. We completely understand how upsetting it must have been to be waiting for your transportation, unable to receive the assistance you needed, and left feeling uncertain about what was happening. We recognize that reliable transportation is an important part of any trip, and we sincerely regret that we were not able to provide the service you expected. After carefully reviewing the reservation, we found that the booking was made outside of our regular operating hours. Unfortunately, because of this, the reservation was not properly coordinated in time for the service to be fulfilled. While this does not change the inconvenience you experienced, we want to be transparent about what occurred and acknowledge that we fell short of the level of service we strive to provide. We fully understand your frustration, especially after attempting to contact us and seeking assistance through the booking platform. We sincerely apologize for the stress and inconvenience this situation created during your travels. As soon as the issue was identified, we proceeded with scheduling a full refund for the reservation. While we know that a refund cannot undo the disruption to your plans, we wanted to ensure that you were not charged for a service that we were unable to provide. We take feedback such as yours very seriously and use it to improve our processes so that similar situations can be prevented in the future. Our goal is always to provide a smooth, reliable, and professional experience for every traveler, which is why we deeply regret not being able to meet those expectations on this occasion. Once again, please accept our sincerest apologies, and thank you for bringing this matter to our attention. Kind regards

Hello Thank you for taking the time to share your experience. We are glad to hear that, despite the initial confusion with the pickup location, you were able to contact our team and enjoy the transportation service. We understand that phone service and connectivity issues can sometimes make it difficult to receive our messages, which is why we always encourage travelers to monitor their booking messages and contact us directly if they have any questions. We also appreciate your understanding regarding the drop-off location and are happy to hear that it turned into an unexpected opportunity to see a bit more of the destination. Thank you for your recommendation and for choosing Cancun Travel Experience. We hope to have the opportunity to assist you again in the future. Kind regards,

Hola Lamentamos mucho escuchar que tuvo una experiencia negativa en el aeropuerto. Desafortunadamente, en ocasiones existen personas no autorizadas que operan dentro o en las inmediaciones del aeropuerto y que intentan aprovecharse de los viajeros. Por esta razón, siempre tratamos de informar a nuestros pasajeros con anticipación sobre la presencia de posibles estafadores ("scammers") y les proporcionamos instrucciones detalladas sobre cómo identificar a nuestro personal y dónde encontrarlos. Recomendamos a todos nuestros clientes dirigirse únicamente a los puntos de encuentro indicados en sus instrucciones de llegada y acercarse exclusivamente a representantes debidamente identificados con su nombre o información de la reserva. Agradecemos sus comentarios y seguiremos reforzando nuestras comunicaciones para ayudar a nuestros pasajeros a evitar este tipo de situaciones. Saludos cordiales

Hello Thank you for sharing your feedback. We are very sorry to hear about your experience and understand how stressful transportation arrangements can be while traveling. Our goal is always to provide timely communication and reliable service, so we regret that your experience did not meet your expectations. We also understand your decision to arrange alternative transportation after experiencing difficulty obtaining the information you needed. We would like to clarify that our operation does not include representatives stationed at hotels. Communication is handled through our reservations team and the contact methods provided with the reservation. Additionally, our customer service department operates during specific business hours. While we always strive to respond as quickly as possible, inquiries received outside of those hours may experience a delay in response time. Regarding your refund request, we recommend continuing to monitor the booking platform for updates, as refund reviews and processing times may vary. We sincerely appreciate your feedback, as it helps us improve our communication processes and overall guest experience. Kind regards

Hello We are sorry to hear that your experience did not meet your expectations. After reviewing our records, we were unable to confirm the circumstances described in your review. Our team did not receive any communication from Viator indicating that they were unable to reach us, nor do our records show any direct contact attempts regarding the reservation on the date of service. We understand the inconvenience of having to arrange alternative transportation and appreciate you bringing your concerns to our attention. If a refund request has been submitted through Viator, it will be reviewed according to the reservation details and the information available to both parties. We value all feedback and continuously strive to provide a reliable service for our guests. Kind regards