Round Ferry Transfer from Tortugas to Isla Mujeres

first off August is a horrible time to go to the island. It’s extremely hot. It’s overcrowded and the aggressive vendors make it feel like a tourist trap. Ultramar does not help. The ferry has two prices, one for mexican residence and the other one for people visiting from out of the country . I booked online and it came out to 104 for myself, my wife and my nine-year-old. when we got there, we were told my nine-year-old had to have an adult ticket. fine 10 bucks more. then we were told that we had to wait an hour and 40 minutes because it was all booked up and if we paid $33 more cash they could get us on. This is direct from an Ultramar representative. So for two adults and a kid it’s about $150 but felt like a scam. I wish I would’ve booked a catamaran from one of the smaller places…seemed like a better deal. The ferry was fast but air-conditioning went out mid trip. honestly, I live near the beach in Southern California and really could’ve gone without seeing the island. Felt more like a tourist trap. All the restaurants we went to on the beach wanted to charge a minimum of $90 to use credit card. All thechairs on the beach were for sale but required you buy drinks in food. so it was a good $350 to go to an hot over crowded beach with some bad food. i wouldn’t do it again.

Had a hiccup. They had me wait about 40 minutes to print my tickets. They said they had to get verification and the person who had access to viator was not available/responding. I was very understanding but this should be taken care of before i arrive as i did have to “reserve” the day. I had to leave on the next ferry due to this issue and was stressful to wait on someone all because it was a third party purchase

Our family of six had a deeply distressing experience with Ultramar Cancun during our trip to Isla Mujeres. What should have been a pleasant family outing was completely ruined by gross incompetence, poor communication, and blatant bias from a gate staff member identified as Claudia De La Mora. When purchasing our tickets at the counter, the agent processed our order—which included one child ticket for my daughter—without any issue or mention of height restrictions. After waiting an hour to board, Claudia De La Mora stopped us at the boarding gate, measured my daughter, and demanded we purchase an adult ticket. Though frustrated this wasn't caught at the counter, I agreed to pay the difference so my family wouldn't miss the ferry. I told her to let my wife and children board while I stayed behind to settle the payment with the counter agent, Omar Valverde who walked over with a mobile terminal. Ticketing agent, Omar Valverde assured me that the boat will not leave until I make a payment. What followed was a complete display of hostility and discrimination. My wife wears a veil, and Claudia De La Mora targeted us with evident prejudice. Even though the counter agent assured me the boat would wait while we resolved the transaction, and even though the ship's captain explicitly instructed her to let my family board, Claudia refused to let them on. She actively went after my family, overruled the captain, and barred them from boarding. To make matters worse, the payment delay was entirely Ultramar’s fault—the counter agent's card terminal wasn't working due to lack of Wi-Fi. Only after he tethered the machine to his personal phone did the transaction go through. By the time I paid, my family had been stranded on the dock, forced to wait another hour and a half for the next boat, all because Claudia De La Mora made a deliberate effort to ruin our experience. When we sought help, there was zero consideration, no empathy, and absolutely no assistance from the company. Every single staff member refused to take action. They refused to offer a refund for our tickets or make any attempt to rectify the situation. Their only response was an indifferent instruction to sit and wait for the next ferry. The situation was severe enough that we had to involve the Tourism Police. After evaluating what occurred, the police cited that Claudia De La Mora acted completely inappropriately and that the issue was caused by gross miscommunication and misconduct on Ultramar's end. Management needs to take immediate action regarding Claudia De La Mora's discriminatory conduct and complete disregard for customer service and leadership instructions. To fellow travelers: exercise extreme caution when booking with Ultramar. Until management addresses staff discipline, refund policies, and basic payment equipment, this company cannot be recommended.

We had a terrible experience at boarding. The traffic agent who supervisesthe tickets for boarding the ferry was extremely rude. Her name is CLAUDIA DE LA MORA. She didn’t want us to board saying we had discounted rate tickets (quintanarroenses fare). She called the person who sell us the tickets, and even was rude to her. We showed our ID to prove that the fare was right and even then she didn’t let us board. She said she had to take pictures of our ID, we didn’t want her to take a photo since these are official documents, but finally agreed. She said she was the person in charge, was very rude and yelling at us that the company was making us a favor because we had a discounted rate for locals and had us waiting for everyone on the line to pass and finally let us board last. This was at Playa Tortugas ferry , today Sunday July 26, 2026 at 10:00 am ferry to Isla Mujeres.

Terrible service, long lines, hours of waiting, I would not use it again

I time and quick. Boarding coming back as very busy as expected. The wait to return was very hot as they have you in lines in building with no breezy made for a very uncomfortable wait.

Worst service ever going back to Cancun. Took the ferry on Friday according to the times I was told on Thursday and they were different from the ones I was given on Thursday. Then going back to Cancun on Friday, we were told the hours going back and after being in a huge line for a half an hour where they told us to stand at the time we were given the ferry woild leave , once we were going to board they told us as well as other people in the same line to go to another line completely in a different area and that ferry would leave u til 5:30 pm. After speaking to the staff about it they still had the nerve to talk back to me and tell me to calm down but when a bigger group did the same the staff did not say anything to them like they did to me. I will never use this company ever again.

It is a waste of time in very long lines, no A/C, no fans, no place to rest, just hours standing in the heat. Ultramar does not respect the schedule announced on the website. Don't trust their schedule. It is exhausting. Since then I will always take only Ferry Xailing

I am reaching out to you to share feedback about our recent experience using your ferry service to Isla Mujeres. Our experience with Ultramar was mixed. The ferry service was excellent, and both the entertainment and the staff on board were friendly and professional. Unfortunately, our first point of contact at the terminal was completely different. One of the employees was rude, unfriendly, and unnecessarily argued about our tickets. The tickets had been managed and paid for through our hotel, and we had already been informed that there would be no additional charges for taxes or fees. Despite this, the employee repeatedly insisted that we had to pay more money and treated the person holding the tickets as if they were lying. The most disappointing aspect was their attitude. When informed that management would be contacted to report their behavior, they sarcastically responded saying: “Say hello to my boss for me,” showing very little interest in resolving the situation or providing respectful service. For reference, the employee involved in this situation is: Luis Enrique Arias Tun (411), and we have a photograph of their identification badge available for internal review if necessary. We understand that misunderstandings can occur, but professionalism and respect towards customers should never be lacking. Had the situation been handled in a more cordial manner, we probably would not be writing this review. It is a shame because the ferry service itself was very good. The negative experience stemmed solely from the attitude of this employee at the terminal, which created a poor first impression of what was otherwise an excellent visit to Isla Mujeres.

Fantastic, friendly and helpful. very professional operators. Booked my ticket directly and online.