Tour operator/driver was not present at arrival time, we were waiting for approx 15 minutes looking for a sign with our name before they finally showed up. Booked as a round trip and specified need for a car seat, which was provided on arrival to airport but not provided for return despite email reminder of need for car seat 48 hours in advance of return.
Multiple confirmations insist pink top/black pants representative would be waiting. NOT! 45 min late, needing airport taxi routers to call service twice on our behalf. $208 for junky van, poor welcome NOT what we signed up for.
Poor phone customer service. Upon arrival we could not locate our driver and he could not locate us. We called several times. When it was time to leave for our departing flight, no one was here at the reserved time to pick us up. We paid for a private round trip van service from the airport. We called several time and had the hotel call but they could not get through either. We called the number in the US to try and get assistance.
I went on my first solo trip with this company. They arrived and i had trouble finding my place. The driver helped me figure it out and got me there safely! Also, they were on time picking me up! As a woman traveling solo for the first time, i was definitely pleased with my experience!
What a great company! Absolutely smooth journey and easy to talk to team! They did a fantastic job on a small request I made for my wife’s birthday. Thank you all for making our trip to Mexico magical! And thank you to the driver that was so lovely picking us up and dropping us.
not being picked up at airport. unable to talk with someone. never once was an apology given. they just didnt care
Very clean and comfortable ride. The driver was very friendly and accommodating. We felt very welcomed to Mexico starting with this service.
They was not there to pick me up. My flights was delayed but they don't monitoring my flight. Its not okey. It is so easy to monitoring flight today, so I don't understand the situation. I took a taxi and I paid 150 us dollars for my trip.
The man had my name on a sign and helped us with our luggage. A great ride to the resort. The van was very clean.
Company representatives were not at the airport at the pre-scheduled arrival time. Company representatives did not answer phone communications when customer attempted to use the company provided contact information. 2 hours after the scheduled arrival time I received a text from an unknown number stating that an individual was at the airport for transportation ( this caused safely concerns given that I was contacted by a number that was not previously provided to me by the company. Avoid this company! This company is not reliable, ethical, or safe!
There was miscommunication re:our pick up time. We had requested a 9:30 am pu but driver getting us to the resort gave us an 8:30am pu. Transport came at original time but it caused us - 13 of us, to wait. We booked 2 vans for our group. All worked out but we thought we'd be late for our flight. One driver was nice enough to stop for a restroom on the way
Trip from Cancun airport was uneventful. Was amazed how the driver was able to navigate the traffic.
The shuttle was not at airport when we arrived. Nobody waiting with a sign and our name on it. Waited 45 minutes. Had trouble contacting viator to ask where shuttle was. Nobody seemed to know who or what Viator was when asked. Van for transport was old and dirty.
Our driver was very easy to find and was very helpful. The van was very comfortable as well. Loaded our luggage and made us feel very comfortable.
Dependable ! They we’re waiting at the airport to pick us up & returned us to the airport for our departure flight !! Smooth Process ! The driver even let us borrow his charger lol
As soon as I arrived, I was charged an extra $17 because of the location I was staying at but they knew the address beforehand. Then, it took 20 minutes to wait for a bus and they did not know where they were going and were asking me for direction.
The drivers both ways were amazing! However arriving to airport and trying to look for people in bright green shirt and khakis was frustrating because our driver had on a completely different outfit. Again the drivers definitely made our trip and the lady I called to help me when I called the contact tour operator was amazing. Also the van looks nothing the one pictured and the uniforms were not as described
Our driver, Luis, was very kind and gave us a lot of information about the area. We had a hard time finding the person with our name, but once we did everything was excellent.
I have to share the excellent experience we received during the Airport Round-Trip Transfer Service with Thomas More. My children arrived late due to a delayed trip to Cancun, yet Mr. Alejandro Rejon From Thomas More provided excellent patience and permitted their drivers to wait and wait and wait for my children. His (their) hospitality was phenomenal. I cannot thank him (them) enough!
The service was outstanding. Luis was an excellent driver and was right on time for both arrival and departure. Thanks again
Arrival was horrible. No one was there to pick us up. Shirt and pants with logo to look for as described on website instructions did not exist. No one knew who the company was. Asked around in drenching sweat searching outside for an hour upon arrival. Had to call (surcharges applied) to get tour operator to send someone. Departure transportation from hotel to airport was excellent and it was on time.
When we arrived to the Cancun airport, we could not locate our driver or the company. The booking details said Cancun Express, but the company was USA. If it was not for a nice worker at the airport we would have NEVER found the USA company to take us to the resort. I called customer support. HE was so rude, that I just hang up. HE actually said " Are you listening to me?". Once we found the driver he was excellent! I do not recommend Viator.
There was confusion on the time of arrival into Cancun but the customer service representative was able to get my wife and I onto another van within 15 min to take us to our hotel.
Driver was very responsive and informative. Ready to aid and answer any questions we had. The management was superb. They contacted me wh my flights got canceled and rescheduled my pickup and drop off times. Great service
I had a pretty decent experience. The price was good and I enjoyed the drivers. Very pleasant. I will say please have your phone set up for international calling before you land. They were trying to call me and it was coming through at first. After that it was smooth sailing. I even changed my hotels and they picked me up there and back o the airport with no problem. Highly recommend and will use again!! Don’t forget to tip because they word hard!
I highly recommend this airport transfer service. Our plane was 4 hours late and they still picked us up. They called to let us know they were standing by. Can't get any better than this. Thanks so much!
Finding our driver was very difficult. My information said he would be wearing a green shirt that said “Cancun Vacation Experts” and khaki pants, so that is what we looked for. We ended up doing several laps around the airport parking lot in the hot sun, pulling our bags the whole way. Finally I got in touch with the company via phone and they were able to direct us to where our driver was waiting on us, and from there it was easy. Overall not the best way to kick off our trip, but it all turned out okay in the end and I was very glad to have a driver waiting on us and not have to deal with the airport taxis (who charge 3x more for a ride than this service).
I booked a pick up from the airport in Cancun. Our driver was great but my original email said to look for a driver wearing a green shirt and beige khaki pants. After reaching out to customer support that there was no one there from the original transfer company / in that color uniform I was told to look out for someone from a completely different company name "USA Transfer" in a white tee shirt and a blue cap. Once I found this person he looked up my name and said in his system my reservation was for 6/30, when in fact I booked for 6/29 as shown on my confirmation email. Luckily they had room for us. We spent over an hour trying to figure out who our driver was due to the confusion and conflicting information from Viator.
Pleasant and friendly service. I will use the service for all upcoming travel. Also, I will recommend to family and friends.
Jesus and Lidio took very good care of us. We would definitely recommend this service. They were waiting for us upon arrival and got us to our resort quickly and safely. Thank you so much!
Excellent experience! Driver on time and very accommodating to the needs of the passengers. Played great music and had drinks available for us! I will definitely use this service again
When we arrived in camcun the rep was waiting for us .He was so gracious to not make us wait for the other party that was late arrival put us in our own van ..The entire experience was amazing Thank u .
Drivers David and Saul were great! Very friendly. Arrived at a timely manner. Booking was very easy and quick. Will definitely use viator again.
Our flight was delayed two hours and my driver was there waiting when we landed..He gave us some beers and we where on our way the whole time giving us the rundown of the city and things to do..great guy
Good experience! Just wish that we would have known the name of the name of the company that we needed to look for to feel safer about going with them. Our driver was very friendly and gave us great advice!
Our drivers were very nice and friendly. We will definitely use this service again in trips to come.
You guys were on time and it was easy to communicate with your company Will use again. Car was clean
The drivers were super nice and very friendly. Treated us very high class. They also spoke very well about the Island.
David was a wonderful driver, communicated well, offered tips and played great music. We would love to ride with him again.
They never show up for the transfer , really unreliable company . They have my flight number my arrival time, but when I got to the airport no body was there .
The driver was very freindly and drove safely. It is my husband and I first vacation to Cancun. We will definetly use the transportation service again.
Unfortunately our flight was delayed and we have to wait at the airport for our transport for more than 30 minutes until the lady who was with me all this time on the phone called somebody else who came from other place to pick us up.
Jesus and baby were awesome. Had cold beers for us. Would definitely book with them again. Very professional. They went out of their way to find us.
I would not recommend them, they never came to pick us up to take us back to the airport waited almost an hour for them and i called and they said they forgot a mistake happen come on i would never use them for cancun or any other services beware of them.
Excellent transport! The driver was early and held a sign with our name. The van was clean and air conditioned. The pickup from our hotel for return to the airport was early.
Our baggage came late at the airport and our driver was there waiting patiently for us and was really courteous.
Pick up from airport and drop off to airport was great. Drivers were very nice and accommodating. They were on time.
I would recommend Viator for Airport Transfers.The communication by Jess & The other Viator Representatives was good.Even with me having a big Flight Delay before my Connecting Flights.
I updated our arrival time even though it says on the site that the transportation company watches your flight for that and adjusts but no one was there to get us….called and waited 45 minutes! Guy finally came and said they didn’t know our flight had changed!
Got us to the resort safely and in good time! Very nice driver and coordinator. Will definitely use this service again
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