Viator booked this tour for us through Cancun Vacation Experts who did not show up to collect us and were completely unprofessional from start to finish.
Firstly, we were told we would get hotel pickup and be advised of the time when we received our re-confirmation email. By 7pm the night before the tour this so called re-confirmation email still had not arrived so we called Cancun Vacation Experts. It was at this point that they advised that of course they could not collect us from our hotel and that we actually needed to meet at a hotel approximately 2km away from our hotel at 7.50am the next day. Later that evening we checked our emails again and there was now a confirmation email stating that pickup time was in fact 7.45am.
So off we go the next morning to the designated meeting place arriving between 7.35 and 7.40am. There was one coach onsite who we asked if we were on the list of passengers and they advised that unless our name was ‘Karen’ that we were not on the tour. Several other smaller coaches came and went, each of whom we asked if were on their tours and each time we were told we were not.
At 8am I asked the concierge to call Cancun Vacation Experts to see if they were running late. It was at this point that they told me that the coach had been at the meeting point but as we weren’t there it had left without us. I dispute this point as we were there from 7.35am onwards and the only coach we saw come down the street at all told us we weren’t on the list. I asked if the coach could turn around and was told that this was not possible.
The customer service department was not helpful at all, and kept telling us that we were not at the meeting point. After 10minutes of discussion they agreed to give us a refund, but that we would need to request this through Viator. At this stage we still have not received anything.
We ended up booking through another vendor ‘Easy Tours’ who were great. They had a small van, on time pickup from our hotel lobby and a good guide for a cheaper price. My recommendation would be to not use a third party agency to book your tours as you are unsure who their local operators are, which in our case was Cancun Vacation Experts.
Own or manage this property? Claim your listing for free to respond to reviews, update your profile and much more.