Cancun Airport: Shuttle to/from Tulum Hotels

Unreliable.

Made reservations day before. Arrived to get location and no driver was there. Called company and was told that reservation hadn’t been received until 5am that morning. Therefore there wasn’t anyone available to transport us to our hotel. We had to to make other last-minute arrangements.

Response from the operator: Hello We are truly sorry for what happened and completely understand how stressful and disappointing this must have been for you, especially after arriving and expecting your transport to be ready. This is not the experience we want any of our guests to go through, and we sincerely apologize for the inconvenience and frustration caused, as well as the need for you to quickly arrange alternative transportation. After reviewing your case, we were informed that the reservation was received in our system early that morning, which unfortunately left us with no time to properly assign a driver. That said, we completely understand that from your perspective this resulted in a failed service, and we take full responsibility for the impact this had on your plans. We have already requested a refund for this service as a result of the issue, and it is currently being processed. We are also working internally to improve our booking coordination and response times to prevent situations like this from happening again. Thank you for taking the time to share your experience. Best regards

via Viator

I never took this ride!...

I never took this ride! My flight was delayed due to a storm and they still charged me. I reached out to them way in advance,

Response from the operator: Hi, We’re truly sorry to hear about your experience and completely understand how frustrating and disappointing this situation must have been, especially with the added stress of a flight delay due to bad weather. After carefully reviewing your reservation, we can confirm that your service was scheduled and continuously updated on our end, including adjustments made to accommodate your delayed and missed flight. Our team made every effort to keep your transfer active and aligned with the new arrival details despite the disruption. We sincerely regret if our communication did not meet your expectations during this time. Please note that while we always do our best to accommodate changes, services remain subject to availability, particularly in cases of unexpected disruptions such as weather delays. That said, we truly regret that you were ultimately unable to use the service. Your feedback is very important to us, and we will be reviewing this case internally to improve both our flexibility and communication in situations like this. Kind regards,

via Viator

Absolutely terrible...

Absolutely terrible experience! My flight was delayed and I was told I would not be accommodated for that and if i did not Make it for my scheduled pick up time then I would miss it and be classified as a no show. I then had to make alternative pick up arrangements and then a driver called me asking where was I when before then I was told I would not be accommodated. I will never book with you all ever again!

Response from the operator: Hello, We are truly sorry that this situation caused frustration and confusion. To clarify, the no-show status was not issued due to your flight delay itself. Our driver was dispatched and remained at the airport for an extended period beyond the complimentary waiting time included with your service. After waiting significantly longer than scheduled and without successful contact, the driver was unfortunately required to proceed to his next assigned service. Due to operational commitments with other passengers who had services scheduled in advance, we are not always able to extend the waiting time indefinitely, especially on days with multiple flight disruptions. We understand how stressful travel delays can be, and we regret that the timing and communication in this case did not align properly. Your feedback is appreciated, and we will continue working to improve coordination in situations involving unexpected delays. Kind regards, Customer Service Team

via Viator

Ride with Luis

Luis is the best. Great driver and patience to find our destination. A long drive from Cancun to Tulum was more pleasant because of him.

via Viator

Don’t Book!!

Don’t book! When we arrived there was no one waiting for us. We had to ask multiple people for help before finding someone who told us to just wait. We were supposed to welcomed with our names on a board. Pickup DID NOT happen at all. Called and requested info, no one came or responded. I would not recommend booking through this company at all. Almost made us late for our flight.

via Viator