Cultural Day in Uxmal kabah y Chocolate Museum from Mérida

Fascinating tour with a great guide

A wonderful day with a knowledgeable and very kind guide. One of us fell ill and he was immediately on top of the situation to ensure our safety and preserve the tour for the rest of the group,

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Disappointing service

The tour destination was great but Viator was not very helpful when our tour was canceled because of weather. We asked for help in re-booking and for confirmation about re-booking and didn’t get it from Viator. The tour company Viator booked us through gave us incorrect information about what to bring and where we were going and the tour was bilingual, so our guide had little time to answer our questions in English.

via Viator

Better than chancing the public bus

I recommend the jaunt to visit Kabah and Uxmal. Sammy was a great guide and provided honest insights and information. I could have passed on the Chocolate tour, although it never hurts to have chocolate. I signed up for the tour b/c options are sparse and sometimes unreliable for visiting these sights (and getting back!) using the public bus. Signing up for this tour made it easy, plus there was the bonus of the guided narrative and the opportunity to share the experience with others.

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Good tour but biased guide

The lower rating is given only because of the bad tour guide Andreas. As such the operator was very nice - they picked me up and dropped me from/to the hotel even though it was not in the policy. The uxmal archaeological site was magnificent. But from beginning to end, Andreas kept ignoring my repeated request of explaining in English even though my booking clearly mentioned English speaking guide. At one point he joked about my religion (Hindu) which was outright racist and crude. Seeing the Mayan civilization in my own eyes was my childhood dream but because of his non cooperation of English explanation, my dream remained somewhat unfulfilled.

Response from the operator: Thank you for your feedback. We truly appreciate your kind words about the organization of the tour and your experience visiting Uxmal—it's a very special place, and we’re glad you enjoyed that part of your day. However, we are very concerned to read your comments regarding the guide. What you describe does not reflect the standards of service we expect. We sincerely apologize if the language of the tour did not meet what was confirmed in your booking. Clear communication is essential, and all guests should receive the experience they were promised. Regarding your comment about an inappropriate remark, we take this type of situation very seriously. Respect for all cultures, religions, and backgrounds is a core value of our company, and this is not behavior we tolerate. We will be addressing this matter directly with the guide to ensure it is thoroughly reviewed. We also appreciate you recognizing that our team made an additional effort with hotel pickup and drop-off outside of standard policy—our goal is always to provide flexibility when possible. Your feedback is important to us, as it helps us improve both our service and our team. If you would like to share any additional details, we would be happy to follow up directly. Thank you again for visiting, and we hope to have the opportunity to provide you with a much better experience in the future. Best Regards

via Viator

Good, but still room for improvement

This was the first tour we took in the Yucatan and was by far the best! While I have no complaints about our guide Samuel, the staff at Sol Turquesa where the meeting point is, seem to lack the most basic customer service skills and seem to only care about Mexican clients. And as some others have said, we drove 2 blocks to pick up another party, who literally could've walked to the meeting point. That being said, the tour itself wasn't bad. We arrived in Kabah first and our guide collected payment afterwards, so we could enjoy the site before other tour groups arrived. The best part was, you could climb the ruins. My only complaint here is that we didn't get taken to the famous corbelled arch. Our next stop was Uxmal. I did feel a little rushed at the Main Pyramid, but our guide later gave us 45 minutes to explore the less popular sections by ourselves. The site honestly isn't very big, and we did technically have enough time to go back to the areas we were taken to at the beginning, but we didn't feel like backtracking. So maybe some free time at the first sections would have been nice, but Samuel was very knowledgeable and gave great commentary throughout the entire tour, and even answered questions about other elements of Mexican culture. My main complaint at Uxmal was the payment method. We paid 95 pesos and tried to enter the site, only to be told by our guide that we need to pay another 400 something pesos at another window before we can enter. Our guide said it's because the local and foreign rates are different and have different taxes, but surely there could be some way to process everything in one transaction. Certainly would've been easier here for the guide to collect our money and buy the tickets himself, as everyone in our group was confused by this. My only other complaint was the lunch stop, which was a restaurant located at the site. Our guide disappeared, and had another client from our group not come for us, we wouldn't have known we can enter the restaurant. Then there was a lot of confusion and mix up regarding people's orders. Our guide 100% should have been present when our food was being served. We personally found the meal here very disappointing, though the others in our party seemed to enjoy it. I do feel the lunch stop was a bit long, and the time could have been better utilized to see more of Kabah and Uxmal. Afterwards, we were driven across the street to the Choco Story Museum. This seemed like one of those tourist trap places, and it was in some aspects (I question the authenticity of the Mayan ritual), but the place was very interesting, as they have replica huts, exhibits, animals and demonstrations. One piece of advice I will give, buy your chocolate at the airport. It's literally the same exact chocolate they sell at the museum for lower prices. All in all, we were fairly satisfied with this tour.

Response from the operator: Thank you very much for your detailed review! We’re really happy to hear that overall you were satisfied with the experience and that Samuel’s guidance and knowledge helped make your visit enjoyable—especially at Uxmal and Kabah. We also appreciate you pointing out areas where we can improve. Your comments about the meeting point experience, coordination during pickup, and communication at the restaurant are very valuable, and we will review these processes with our team to provide a smoother and clearer experience for all guests. Regarding the entrance fees at Uxmal, the pricing structure is determined by local authorities and includes separate state and federal taxes, which is why two payments are required. We understand that this can be confusing, and we are working on improving how this information is explained before arrival to avoid misunderstandings. About the visit to Choco-Story Museum, we’re glad you found it interesting and educational. We would like to clarify for future readers that the chocolate products available there are locally produced and not the same as those found in airports, as they often come from different producers and vary in quality and origin. We truly appreciate your balanced feedback—it helps us continue improving while also highlighting what we’re doing well. We hope to welcome you again on another experience in the future! Best Regards

via Viator