1 Star – Very Poor Communication and Disorganised Tour
We booked this ATV buggy tour for 11:30am, as that was the earliest time we could be ready. On the day of the tour, while walking back to our room, I suddenly started receiving WhatsApp messages and missed video calls from two different numbers telling us that transport was waiting and that we needed to “go right now.”
This was extremely confusing because our booking clearly stated 11:30am. We had no time to collect our belongings, and I didn’t even have time to take my travel sickness medication. When I replied that we were on our way, I received messages such as “Come on, we’re way behind schedule,” “We have more clients to serve,” and “Send me a picture of the door already.” The tone throughout was rude and made us feel as though we had done something wrong, despite following the time on our booking confirmation.
When I sent a screenshot showing our confirmed 11:30 booking, they claimed the pickup was actually 10:30am and said the transport manager had supposedly contacted us the previous day. I received no messages whatsoever until around 10:35am that morning and sent screenshots proving this. Eventually they admitted they would report the issue internally.
By the time we got outside, there was no transport waiting anyway. We were then told the truck was “on its way.” The whole experience was stressful before the tour had even begun.
Because we had been rushed so unexpectedly, I hadn’t taken my travel sickness medication. I explained this to the staff and had to ask to sit in the front of the vehicle because I knew I would feel sick.
Unfortunately, the poor organisation continued throughout the excursion. At the buggy base there were so many groups and guides that nobody knew where they were supposed to be.
At the coffee, cocoa and chocolate stop, we bought two bottles of chocolate, two hair serums and one cream after being told the total would be $100. Instead, we were charged $121, and we never even received one of the bottles we paid for.
At the same stop, a vendor persuaded us to buy three fridge magnets, saying it would help support his family. When we got to the counter, he tried to charge us $80 for three magnets, which was ridiculous. While dealing with this, our tour guide and group left without telling us. We had to run back to the buggies to catch up.
The same thing happened again at Macao Beach. We had around 20 minutes there, but once again our group left without anyone checking whether everyone was back. Communication from the guides was almost non-existent.
The ATV ride itself was enjoyable, but it was completely overshadowed by the poor organisation, rude customer service, lack of communication, and questionable sales practices.
We paid £20 per person, but I would strongly recommend spending a little more and booking with a better-organised company. It would make for a far more enjoyable and far less stressful experience.
Operator response
Hello,
Thank you for taking the time to share such a detailed review of your experience. We sincerely apologize for the frustration and inconvenience you encountered.
First and foremost, we are very sorry for the confusion regarding your pickup time. We understand how stressful it must have been to receive urgent messages that did not match the time shown on your booking confirmation. This is not the experience we want any of our guests to have, and we are already reviewing what happened with our transportation team to ensure this does not happen again.
We also apologize for the tone of the messages you received. Courtesy and professionalism are values we take very seriously, and we regret that our communication did not reflect those standards.
Regarding the organization during the tour, your comments about the lack of coordination, the short communication from the guides, and the group leaving without checking that everyone was present are very concerning. We will share your feedback with our operations team so these issues can be addressed immediately.
We are equally sorry to hear about your experience during the shopping stops. What you described regarding the incorrect charge and the missing product is unacceptable. We will investigate this matter with the vendors involved to better understand what happened and prevent similar situations in the future.
Although we're pleased to know that you enjoyed the ATV ride itself, we regret that the overall experience did not meet your expectations due to the issues you encountered.
Your feedback is extremely valuable to us, and we genuinely appreciate you bringing these matters to our attention. We are committed to improving our communication, organization, and overall service so that every guest has the enjoyable experience they deserve.
Thank you again for your honesty, and we hope to have the opportunity to provide you with a much better experience in the future.
Warm regards,
Juana
Tropical Thrills Team 🌴
Good experience
Very good experience, super fun, we met many places....................
Operator response
Muchas gracias por tu reseña! 🌟
Nos alegra muchísimo saber que tuviste una muy buena experiencia y que te pareció súper divertido. En nuestro Small Group ATV and Buggy Tour siempre buscamos que, además de la adrenalina, puedan conocer diferentes lugares y vivir algo más que solo el paseo. 🏍️🌴
Gracias por elegirnos para tu aventura en Punta Cana 🇩🇴 Esperamos verte nuevamente para otra experiencia llena de diversión.
Fun
Great time. Would do it again. The ATV was fun and the beach was really beautiful. The food was a little over priced. I got really dirt from the mud
Operator response
⭐️⭐️⭐️⭐️⭐️
Thank you for sharing your feedback with us!
We’re glad to hear you had a great time, enjoyed the ATV ride, and loved the beauty of the beach. Getting muddy is definitely part of the off-road adventure and adds to the fun!
We also appreciate your comment regarding the food pricing. Feedback like yours helps us continue improving our guests’ experience.
Thank you for choosing us, and we’d love to have you back for another adventure in Punta Cana! 🌴✨
Best regards,
Tropical Thrills Tours Team
Fun
it was really fun, took us to the beach and cave to swim i had a great time 👍🏻 get an ATV if you don’t wanna get dirty! we tried mamajuana
Operator response
⭐️⭐️⭐️⭐️⭐️
Thank you for your review!
We’re happy to hear you had a great time and enjoyed visiting the beach and the cave for swimming. You’re absolutely right—choosing an ATV is a great option if you prefer to stay a bit cleaner!
We’re also glad you got to try mamajuana and experience a taste of our local culture. Thanks for joining us, and we hope to see you again for another fun adventure in Punta Cana! 🌴✨
Best regards,
Tropical Thrills Tours Team
Great time
Great experience you will get MUDDY!! 3 hr experience you will ove it. Beach is beautiful. The cave is gorgeous as well. Staff is helpful.
Operator response
⭐️⭐️⭐️⭐️⭐️
Thank you so much for your feedback!
We’re happy to hear that you had a great time and enjoyed every part of the adventure. The mud, the beautiful beach, and the impressive cave are all part of what makes this experience so memorable. It’s also great to know that our team was helpful throughout the tour.
We truly appreciate your recommendation and hope to see you again soon for another exciting ATV adventure in Punta Cana! 🌴✨
Best regards,
Tropical Thrills Tours Team
Santo Domingo
The best thing about this tour was as a family was something very special I recommend the best tour ❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️❤️
Operator response
¡Muchísimas gracias por tan hermoso comentario! ❤️
Nos llena de alegría saber que vivieron esta experiencia en familia y que fue algo tan especial para ustedes. Crear momentos inolvidables es nuestro mayor objetivo, y leer recomendaciones como la tuya nos motiva muchísimo.
Gracias por elegirnos como su tour en Punta Cana.
¡Los esperamos con los brazos abiertos para una próxima aventura! 🌴✨
Saludos,
Equipo Tropical Thrills Tours
Four wheelers, I would come and do this again. Excursion was kind of delayed but it ended up being good and well worth i
Enjoyed the trip, enjoyed the many stops and Macao beach and they took great photos. I would recommend this to anyone willing for an adventure
Operator response
Thank you for sharing your experience with us!
We’re happy to hear that despite the slight delay, the excursion turned out to be well worth it and enjoyable. It’s great to know you loved the stops, Macao Beach, and the photos taken along the way.
Thank you for recommending the tour to fellow adventure seekers. We’d be excited to have you join us again on your next visit! 🌴✨
Best regards,
Tropical Thrills Tours Team
Great experience
Amazing experience as this was my first time on ATV. It was very smooth and informative and I loved seeing more of Punta cana
Operator response
Thank you so much for your kind review!
We’re thrilled to hear that your first ATV experience was smooth, informative, and enjoyable. Exploring more of Punta Cana while riding is always a special adventure, and we’re glad you loved it.
Thank you for choosing us, and we hope to welcome you back again for another unforgettable experience! 🌴✨
Best regards,
Tropical Thrills Tours Team
They guided us super well and always watching over us. It was brutal and you know and learn a lot. Very very good!!!!!
Super good. A unique experience. The people of the place always watchful and fun. Spectacular, unforgettable experience!!
Operator response
¡Muchísimas gracias por tan excelente comentario!
Nos encanta saber que te sentiste bien orientado y acompañado durante toda la experiencia, y que además pudiste aprender y disfrutar al máximo. Nuestro equipo se esfuerza siempre por crear momentos divertidos, seguros y realmente inolvidables.
Gracias por elegirnos y por recomendarnos.
¡Será un placer recibirte nuevamente para otra aventura espectacular en Punta Cana! 🌴✨
Saludos,
Equipo Tropical Thrills Tours
Boogie experience
Very good and fun experience, full would repeat it. At all times we were guided and the activities are good. Fully recommended
Operator response
¡Muchas gracias por compartir tu experiencia!
Nos alegra muchísimo saber que la pasaste tan bien y que disfrutaste cada parte del tour. Nuestro equipo siempre se esfuerza por guiar y acompañar a los viajeros en todo momento para que vivan una aventura divertida y segura.
Será un placer recibirte nuevamente para otra experiencia llena de adrenalina en Punta Cana.
¡Gracias por recomendarnos! 🌴✨
Saludos,
Equipo Tropical Thrills Tours