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“Perfect service!”

Cancun Vacation Experts - Day Tours
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Ranked #104 of 330 Tours in Cancun
Certificate of Excellence
Attraction details
Florianopolis, SC
Level 2 Contributor
4 reviews
3 attraction reviews
“Perfect service!”
Reviewed 20 January 2014

I booked the tranfer between the Cancun airport and my hotel in Playa del Carmen and from our hotel in Cancun to the Cancun airport. We treated everything throught email. All the responses were very quick.
Arriving at the Cancun airport was very easy to find them. Our drop off was in Playa del Carmen. Our driver asked us if we knew where our hotel was exactly because the address we gave him we just could go by walk, isnt possible to drive through that street.He also said he could not leave us somewhere where he was not sure was safe for us.
Arriving at out hotel we found out we had no reservation under our name and if we would like to stay, we had to pay for a night the same amount of money we booked to pay for 3 nights! What a rip off!!! Our driver, Eduardo, talked to the owner of the hotel and convince him to get us a bedroom for half of the price the owner was wanting to charge us at that moment. Our driver even offer us to help us to get another hotel, but said that location was really good for the price he got from the owner. If it wasnt for our driver, we wold have spent lots of money more than we planned. Definitelly he exceeded our expectation!!!
In Cancun they picked us on time and took us to the airport.
The cars are new, clean, with air conditioner and the service is flawless!
I loved the service and i strongly recommend to everybody. I will use the service next time Im in Cancun/Riviera Maya next time for sure.

Visited January 2014
Thank CaroKbn
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
CancunVacationExpert, Gerente at Cancun Vacation Experts - Day Tours, responded to this review, 3 September 2014
Dear Ms. Caroline,

Thank you for your time and feedback. We were pleased to help and assist in your vacation in Playa del Carmen.
Best Wishes from Cancun Vacation Experts
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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93 reviews from our community

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English first
New York City, New York
1 review
“Poor communication and customer service”
Reviewed 27 December 2013

We booked an xcaret day tour on viator.com from cancun vacation. Since there was no confirmation email from the tour company, I called them the evening before (Dec 23) to confirm the exact time and location for pick-up. We were in the hotel zone, our condo complex was not listed on their pre-populated list of hotels so they asked us to wait in the lobby of the hotel adjacent to our's. They asked us to be there by 7:25 AM, we stood on the steps of another hotel's lobby from 7:15 till 8:10 AM using the courtesy phone to repeatedly call this tour company. The lady answering the phone had a new story each time-- from that they are running behind schedule to that their agent missed picking us up because we were not there! Finally she asked us to stand across the hotel at a place which has no sidewalk or stop sign and wait for a minivan that had been arranged to pick us up at 8:30 AM. It never happened. We waited in sun till around 8:55 AM only to return to our condo, angry, tired and frustrated. I made a final call to the tour company asking them to cancel our package, they said that their minivan was delayed but still on its way and that they were having a busy day. At that point we were in no mood to take their tour and fed up with lack of punctuality, explanation and professionalism. The tour package was cancelled. I did get an email from them saying this tour never happened. For refund, we were asked to contact viator.com upon our return to the US.
I called viator and provided them the booking number along with a description of what happened. Their customer service representative put me on hold to confirm with the tour company. He came back on line to tell me that we were not there for the first pickup and refused to take the second opportunity and as a "one time courtesy" viator would refund the full amount. The conversation and the framing of this communication from viator and cancun vacation experts squarely put the onus for a bungled tour on to the customers. No one apologized. We did not visit xcaret and had to make at least 6-7 phone calls.
It would have been better to skip these third party vendors, buy tickets directly from xcaret website and take a local bus or a taxi to visit the park. Awful vacation experience. Not recommended.

Visited December 2013
Thank PMK_10
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Level 3 Contributor
2 reviews
common_n_attraction_reviews_1bd8 4 helpful votes
“Awesome Experience”
Reviewed 8 January 2013

My hubby and I found a last minute deal on viator.com and we were blessed to have Cancun Vacation Experts be the local company to lead our day tour to Chitzen Itza which included a trip to Cenote as well as have an authentic Mayan lunch. Our guide Rueben and our drive Jose were awesome! They took care of us from the time we entered their van to the time we stepped off. Reuben was an awesome tour guide who gave us great information through out the whole experience. It was so hot when we got to Chitzen Itza and Reuben found us wonderful shady spots to explaing the Mayan heritage/etc. We were so impressed by the service and when we plan to return in August we hope to use their service to visit other places in Cancun. Thank you Reuben and Jose for blessing us with such a wonderful experience during oru 15th anniversary trip to Cancun!

Visited January 2013
Thank Kara N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC

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