Cancun Airport: Shuttle Cancun or Playa del Carmen Hotels

Perfect.

The operators were prompt and courteous. He grabbed our bags and handled everything perfectly. Highly recommended.

via Viator

Smooth navigation

Great, easy to navigate through Viator. Everything was self explanatory. All questions were answered

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Poor communication

I am giving this business two stars because I feel there was a serious lack of communication with customers. I sent multiple messages to the support number listed on Viator with questions and to confirm my booking, but I never received a response. Additionally, the company called me multiple times about a day when I was not even scheduled to be at the airport. Ironically, on the day I was actually supposed to be picked up from my hotel, I did not receive a single phone call or message before the driver left. I was expecting a call or message letting me know that the driver had arrived, but I received nothing. When the driver still had not arrived 20 minutes later, I tried calling the company, but the call went straight to voicemail. I was never connected with my individual driver; the only contact information I had was the general company number listed on Viator. I booked this as a round-trip service, and I honestly wish I hadn't. Because of the lack of communication and the missed pickup, I essentially had to figure out my own transportation back to the airport from my hotel. My experience with the initial airport pickup was okay, but even then, it was filled with uncertainty. I never received any communication from the company before arriving at the airport, despite messaging them beforehand to confirm my booking. I ended up simply going outside and hoping that the driver would be there. Overall, the biggest issue was the lack of communication. I understand that things can occasionally go wrong, but customers should be kept informed, especially when transportation and airport schedules are involved. Unfortunately, based on my experience, I would not book this service again.

Response from the operator: Thank you for taking the time to share your feedback. We sincerely apologize for the difficulties you encountered during your reservation. While your initial airport transfer was completed as planned, the communication and follow-up provided afterward fell short of the level of service we aim to deliver. The matter has been addressed with the appropriate operations and reservations teams to reinforce our communication and scheduling procedures and help prevent similar incidents in the future. Cancun Travel Experience Team remains committed to providing reliable transportation and professional customer service.

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Good service

Easy to locate at airport- driver had sign with name. Driver was friendly and we felt safe. Would recommend to anyone looking for private shuttle service.

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Airport Transfer Rip Off

Watch out. Booked a roundtrip transfer specifying the resort we are staying at on their site. Paid in advance. Got to Cancun and looked for the driver for over 45 min. No show. Called Viator and the rep told me we had to pay $80 more since the hotel is outside of hotel zone. I specified the resort and location on the web and paid for the price shown. Driver finally came and again asked for $80 more. Told Viator rep to cancel and took another transfer service for less money. Wasted our valuable vacation time. What a rip off.

Response from the operator: We sincerely apologize for the inconvenience you experienced with your transfer. Please note that Viator offers different transfer options depending on the hotel location (Hotel Zone, Costa Mujeres, Playa del Carmen or Tulum). It is important to select the correct area when booking to ensure the service is provided without any additional charges. We understand how this may have disrupted your plans and truly regret the impact on your vacation time. If you have any further questions or concerns, please feel free to contact us at info@cancuntravelexperience.com. We are here to help.

via Viator