Chichen Itza Classic + Cenote + Valladolid from Playa del Carmen

DO NOT BOOK- very bad experience!!!

DO NOT BOOK- very bad experience!!! If I could give 0 stars I would! We were picked up late from Playa and been told "5 mins drive to the big bus"- the mini bus was picking up other people for another 30 mins and at one stop we had to wait for a family for another 35mins! If they were so late just leave them at the hotel- don't ruin other people day! Then we were driving to Cancun one of petrol station to get on the bus with the guide. For Deluxe package you can get "breakfast" which is literally a dry sandwich, small pack of crisps and juice box- i can survival that, but the guide was barely alive! Probably around 65-70 years old, speaking so slowly and faintly I thought he might die in few minutes, and also speaking 99% in Spanish where he knew there are only english speaking people on board. Many times when he spoke in Spanish people were laughing and looking at us- rude! So many times he said "this is important, listen to me" and then for the next 15 minutes spoke only Spanish. The only thing we've learned from the guide was that Cancun was created/ build in 1970. We've been told that there will be a visit to the Mayan village (fair enough we've been there) but we've only heard a bit of the history (in english) from the local people, not the Guide! Then we went to colonial Town where we supposed to have lunch and walk around- lunch was provided and quite good, but we could not walk around the Town as promised- quick lunch and back on the bus. Then was the Chichen Itza visit- he said only professional camera needs taxes and permits paid and said our small Insta360 GoPro is ok to take- yes it is if you pay at the entrance 65 pessos! We decided to do the tour ourselves instead of listening to only Spanish, and barely alive guide- we were much happier at this point even when had to google the info ourselves. Last stop was the cenotes quick dip- literally we've had only 20 minutes to change, swim in the cenotes, and change back, and of course no history for us english speakers! We've learned more from our dive guides in Cozumel and Dos Ojos than from the "guided trip" with this company. Before the tour we've been told that we will be back in Playa around 8pm (which was reasonable) and not to buy a ferry ticket back to Cozumel in advance as we might not know which ferry we will be taking. At 9:30pm we were still on the road, then we stopped and after 10 minutes being stationary they told us to get out and wait for a mini bus. Another 5 minutes wait and when we told the driver we have to catch the last ferry at 10pm, he was flying through Playa to get us there- we literally had to run through the shops, and bought the tickets last minute (2 minutes before the ferry left). So stressful and not well planned. The only positive thing I can say about this trip was the other, younger guy who served drinks (didn't catch his name)- who spoke good english, was very nice and helpful- he should have been the GUIDE on this trip! Do not recommend it for anyone if you want english speaking tour!!! P.S. photos only of the Chichen Itza (as we don't not want to remember the bad things)

Response from the operator: Thank you for taking the time to share such detailed feedback. We are genuinely sorry that your experience did not meet your expectations, especially regarding the English-language guidance, the long transfer times, the limited time at some of the stops, and the stress caused by the late return to Playa del Carmen. We understand how frustrating it must have been to book a guided tour expecting clear explanations in English and feel that most of the information was provided in Spanish. This is particularly important to us, and we will be reviewing what happened with the guide assigned to your tour. Regarding the pickup, our tours may include several hotel stops and a transfer to a larger vehicle before beginning the main route. However, we agree that excessive waiting can negatively affect the entire day's experience, and we are reviewing the coordination of these transfers. We also appreciate your comments about the time provided in Valladolid and at the cenote. The itinerary should allow guests to enjoy each location without feeling excessively rushed, although timings can occasionally be affected by traffic, pickups, and operational conditions during the day. We are also sorry for any confusion regarding the use of action cameras at Chichén Itzá. Entrance rules and additional fees are determined by the archaeological site authorities, and our team should always communicate these conditions clearly before arrival. Finally, we are glad to hear that one of our team members was helpful, friendly, and communicated well with you in English. Your comments have been shared with our operations team because the issues you mentioned — particularly language service, timing, and coordination — are areas we take seriously and need to improve. We sincerely regret that this tour left you with such a negative impression.

via Tripadvisor

Great experience

We had our trip to Chichén Itzá on 12.03. and chose the diamond package. We had a great time and everything was well organized. We were picked from the hotel lobby and taken to a meeting point in Playa del Carmen. We had to wait around 20 minutes for the bus to arrive but it was not too bad. The tour guys were great and went above and beyond to ensure we are fine and enjoying the trip. The trip itself lasted around 13 hours and we were a bit tired at then end but definitely recommend it to everyone!

via Tripadvisor

Tourist factory. Tour lasted 1,5 longer than promised.

Mayab Travel We booked the tour at one of the booths on 10th Avenue (Playa del Carmen). “Pappi” was kind, welcoming, and spoke fairly good English. He offered us a trip to Chichen Itza, with two stops along the way: a cenote and the city of Valladolid. We asked what time the tour would end, and he replied that we would be back between 6:00–7:00 PM. This was the decisive factor for us, as we did not want to return late. We were supposed to be picked up at 7:40 AM. The bus did not arrive until 8:10 AM, and we did not depart until five minutes later. Then a one-hour-long information/comedy show started over the bus microphone. That in itself was fine, but the problem was that it was conducted in Spanish. Despite the guide, Luigi, saying he would also explain everything in English, this unfortunately only resulted in sporadic English comments. We then stopped at a “Maya village,” which was clearly created solely for tourists, as we were only shown a few black stones and a souvenir shop. This stop lasted 50 minutes and was not something we had been informed about. After that, we went to Valladolid, which was actually a city with some charm, but we were only given 25 minutes, so we did not have time to experience anything. Next, we visited a cenote. They had chosen a cenote that was farther away from both Chichen Itza and the starting point (Playa del Carmen), instead of choosing one that was actually on the way. The cenote was so commercialized that it had no charm at all. It felt like being in a tourist factory, combined with a noisy buffet. The visit to Chichen Itza itself was fine and well organized. The guide kept it short and entertaining. Due to all these unexpected and overly touristy stops, the tour did not end until 8:30 PM. This is deeply unacceptable, as we were sold a tour that was supposed to end no later than 7:00 PM, which was crucial for us. This was the first and last time we book a bus tour to a tourist attraction. That said, the guides were kind and experienced.

via Tripadvisor

Highly recommended

The experience was amazing!! The people in charge of the tour were really efficient and nice. If you want to learn about the history Luigy is your guide, Marco always gives the best advices and is always helping if you need anything, plus Esteban was a very good driver. Highly recommend this tour company if you want to do all the tour around the area.

via Tripadvisor

Horrible experience! No...

Horrible experience! No one showed up, the tourist agency did not answer our calls or messages. We had to take taxi services from the hotel to the meet up location which was a waste of money. We waited for one hour and 20 minutes and it was more tourists waiting there for this tour. At this time I’m waiting for a refund since cuatro has to send a request for refund to the tourist agency. Never had such a horrible experience booking before this trip. Do not book this tour!!!

Response from the operator: Thank you for sharing your feedback, and we sincerely apologize for any inconvenience you experienced. We take all concerns seriously and have reviewed the details of your booking. According to our records, the tour operator was present at the designated meeting point at the scheduled time, and all communication regarding the meeting instructions (including the exact location and contact information) was provided in advance via email and the booking confirmation. Unfortunately, we were unable to reach you after multiple attempts when you did not arrive at the agreed-upon spot. We understand how frustrating it must have been to miss the tour, and we regret any miscommunication that may have occurred. However, as the terms and conditions outlined in your booking state, refunds cannot be issued for no-shows or missed tours due to late arrival. That said, as a gesture of goodwill, we have expedited your refund request with the tour operator and will notify you once processed. We appreciate your understanding and hope to have the opportunity to serve you better in the future. Please don’t hesitate to reach out if you have any further questions.

via Viator