Tulum Day Trip Mayan Ruins and Cenote Swim with Lunch

Good Tour, but pick up and drop off could be much better

The excursion itself was good overall, but the transportation and pickup process was extremely disappointing. We were staying at the Westin in Cancun’s Hotel Zone near Playa Delfines. We were told that our hotel was not one of the designated pickup locations, so we had to walk to a nearby hotel. We boarded a bus believing it was taking us directly to the excursion. Instead, we were dropped off near a shopping center on the opposite side of the Hotel Zone and told to wait for another vehicle. We ended up waiting until about 7:45 a.m., and by 8:00 a.m. we were driving right past our own hotel. It made no sense that they couldn’t simply pick us up there instead of putting us through an unnecessary and disorganized transfer. The excursion itself was enjoyable and well worth experiencing. The Cenote experience especially was really good. However, the transportation logistics significantly took away from the overall experience. The return trip was also much longer than expected because the company combines drop-offs for guests staying not only in Cancun, but also in Puerto Morelos and other areas farther away. While I understand the need to accommodate multiple passengers, it made for a very lengthy ride back. Overall, the tour was good, but the pickup and transportation process could be much better organized and communicated.

via Tripadvisor

Amazing!

Highlight was the cave swim in the cenote, it was a great day. Guide was also very passionate & experienced on the local culture.

Response from the operator: Thank you for your wonderful review! We're delighted to hear that the cave swim in the cenote was the highlight of your day. It's also great to know that your guide's passion and knowledge of the local culture made your experience even more memorable. We truly appreciate your feedback and hope to welcome you back for another unforgettable adventure soon!

via Tripadvisor

Mayan Ruins + Cenote Swim = Great Day

Great last day for us!! Jackie & Eric were the perfect hosts for our tour. Fun & informative tour of Talum Mayan Ruins. Then lunch and a bit of shopping in the market. The day ended with a Cenote swim where we learned the history and importance of the cenotes to the Mayan before enjoying cool refreshing swim. The birds came out from their stalagmite nests to greet us, long with dragonflies. Great end to the day!!

Response from the operator: Thank you so much for sharing such a beautiful review! We are so thrilled that Jackie and Eric could make the last day of your trip so memorable. It sounds like you had a truly magical experience from exploring the Tulum Ruins to that incredible swim in the cenote surrounded by nature! We'll be sure to share your sweet words with Jackie and Eric; they’ll be delighted to know how much you enjoyed your time with them. We hope to welcome you back for another unforgettable adventure soon! Best regards, The Cancun Travel Experience Team

via Tripadvisor

HORRIBE CUSTOMER SERVICE

horrible customer service they arrive early and they never call me to change the pick time i was watting in the point for more than 30 minutes and when i call them., to ask why ,they said the came early .... i request to refund my money but they want to refund me the money because they said is my fall

Response from the operator: Hi, We’re very sorry to hear about your experience and understand how frustrating this situation must have been. We would like to clarify that once a tour is booked, the confirmation voucher specifies that the pick-up time is scheduled and shared approximately 24 hours prior to the activity, and the time selected during booking corresponds to the start time of the tour, not the pick-up time. Our drivers follow the assigned schedule provided in the system. In this case, the unit arrived according to the scheduled pick-up window. We regret if there was any confusion regarding the timing, and we understand how this may have impacted your experience. Please know that your feedback is very important to us. We will review this case internally to ensure clearer communication and avoid similar misunderstandings in the future. Kind regards

via Tripadvisor

Good tour, but wasnt the one we booked.

All went well with the excursion itself. However, it seemed like our excursion was combined with a different excursion. Instead of 2 stops (Tulum Ruins and a Cenote), we had 3. Our booked excursion did not include a stop in Playa del Carmen, but we stopped there. Instead of an ~8 hour tour, it was right around 13 hours. We missed our dinner reservations, and missed time at our resort that we were planning on.

via Viator