Shared Transportation, International Airport to Playa Del Carmen Hotels

No flexibility for a family medical emergency – even on a daily route

Rating: 1/5 I booked Nexus for airport-to-hotel transfers in Mexico. My daughter suffered a severe infection – throat, sinuses, ears, and neck – and her doctor advised she could not fly as scheduled. I needed to change my pickup from the original date to the next day, Friday, May 22nd. · The hotel gladly added an extra night. · Southwest Getaways changed my flight without issue. · Nexus refused to cancel the original pickup or rebook it for the following day. This route runs continuously, every single day, from the airport to the same hotels. This was not a special request – just a one‑day date change on a regular route. Nexus said no. No compassion. No flexibility. No recognition that family emergencies happen. Let me be clear: family is the whole reason you go on vacation. Family is the whole reason you work two or three jobs. When a company refuses to make a simple adjustment for a medical emergency involving your child, they are telling you that your family doesn’t matter to them. To be fair, every Nexus phone representative I spoke with was kind and polite. My complaint is not with them. It is with a company policy that values a rigid rule over a real human situation. Southwest Getaways, which partners with Nexus, is now aware. They have a meeting scheduled to discuss their partnership because Nexus’s rigidity reflects poorly on Southwest’s own excellent customer service reputation. Bottom line: If your trip goes perfectly, Nexus might be fine. But if you have a genuine family emergency – one your doctor, hotel, and airline all accommodate – do not expect Nexus to care. I will be using other transportation services on my new travel date and sharing those alternatives widely.

via Tripadvisor

Riu Lupita Excursions

I booked through Eduardo at Riu Lupita. He was super friendly and professional. He suggested several other excursions and is very knowledgeable about all the events and parties taking place. Will definitely be booking with him again in the future.

Response from the operator: Thank you for sharing your wonderful feedback! We’re thrilled that you had such an enjoyable experience with NexusTours. Providing excellent service is always our top priority, and we hope to have the opportunity to welcome you back again soon! Alejandro Vazquez - Senior Director of Customer Success

via Tripadvisor

Unprofessional and dishonest

This tour company is very unprofessional and dishonest in the way they operate. I had prebooked a ride from the hotel to the airport in Cancun and I had twice confirmed the trip with the customer support. On the day when I had to catch the flight, they gave a lame excuse that there was a mechanical breakdown and didn't show up. I had to call the support team multiple times only to be told that I won't be picked up and they was no communication from their end. They promised me a full refund within 3 weeks and despite following up every week I haven't received a dime and its been over 1 month.

Response from the operator: Thank you for sharing your experience with us. We’re sorry to hear that we did not meet your expectations during your recent trip. Your feedback is incredibly important as it helps us improve our services. Please reach out to me directly at avazquez@nexustours.com with your booking number and any additional details. I will personally look into your case and ensure a thorough response. We appreciate your patience and understanding, and we hope to have the chance to make things right on your next NexusTours vacation. Alejandro Vazquez – Senior Director of Customer Success. NexusTours.

via Tripadvisor

Amazing!

Karelys was Amazing. She gave us an in-person appointment at the hotel and explained every detail about it and how to get the most out of our travel packages. You need to have many more people this knowledgeable and friendly.

Response from the operator: Thank you for sharing your wonderful feedback! We’re thrilled that you had such an enjoyable experience with NexusTours. Providing excellent service is always our top priority, and we hope to have the opportunity to welcome you back again soon! Alejandro Vazquez - Senior Director of Customer Success

via Tripadvisor

Nexus Direct Transfer

I had booked a direct transfer through WestJet Vacations as I know there can be scams at the airport and a taxi to PDC is costly. The transfer was a bit chaotic at first, but there is a lot going on at Cancun airport. My suitcase arrived second to last on the luggage carousal, which was an unsettling experience. The Nexus staff are dressed in orange so they were easy to find outside the airport. After talking the first Nexus staffer, I was taken to the van, only to be taken back to the wait area. Then a family of four joined me and we headed to the van for a direct transfer. I am not a fan of transfers that carry a bus load of passengers, as it could take a long time before you arrive at your resort. For me, taking a direct transfer is the way to go, and I was also the first one dropped off in Playacar, which is really nice. I did have a negative experience at the resort with another NexusTour agent, as he couldn’t find my name in the system on the day before departure. When he finally found my name, he blamed the system, when clearly it was an operator issue. Another guest and I chuckled about the incident, as it happened to him as well. The next day, on the way back to the airport, the driver arrived early, and since I was the only passenger to go, I asked him to wait until the scheduled pick-up time and he complied.

Response from the operator: We are pleased to know that you chose our direct transfer service and that you were able to locate our team easily at the airport. As you mentioned, the arrival area at the Cancún International Airport can be quite busy, so we truly appreciate your patience during the initial coordination of your transportation. We are glad to hear that the direct transfer worked well for you and that you were comfortably taken to Playacar as the first drop-off. At the same time, we sincerely regret the inconvenience you experienced when our representative at the resort had difficulty locating your reservation prior to your departure. This is certainly not the level of service we aim to provide, and your feedback helps us reinforce the importance of careful verification and clear communication with our guests. We are happy to know that your return transfer went smoothly and that the driver arrived early and accommodated your request to wait until the scheduled pickup time. Your comfort and peace of mind throughout your journey are very important to us. Alejandro Vazquez – Senior Director of Customer Success. NexusTours.

via Tripadvisor