Chichen Itza Ik kil and Suytun Cenote Tour from Cancun

Cher voyageur, Nous sommes désolés de lire votre expérience et nous vous remercions d’avoir pris le temps de partager vos commentaires. Concernant le retard, celui-ci peut parfois être dû à des facteurs externes comme le trafic. Cependant, nous tenons à préciser qu’un retard de 45 minutes après l’heure convenue n’est pas habituel. En règle générale, lorsque nous rencontrons un retard, nous restons en contact avec nos passagers afin de les tenir informés. En ce qui concerne le repas, il s’agit d’un buffet où chaque client est libre de choisir ce qu’il souhaite consommer. Néanmoins, nous prenons votre remarque en considération, d’autant plus qu’il s’agit du premier commentaire de ce type que nous recevons à ce sujet, et nous allons y prêter attention. Il est également important de noter qu’il s’agit d’une excursion d’une journée complète. Cela signifie qu’il faut prévoir toute la journée pour cette activité, en raison notamment des temps de trajet qui sont généralement de 3 à 3h30 par trajet. Nous recommandons donc de bien vérifier cet aspect avant de réserver. Concernant les frais supplémentaires, toutes les informations sont clairement indiquées dès le départ sur la page où la réservation est effectuée. Vous pouvez y consulter les inclusions et les non-inclusions, comparer avec d’autres excursions similaires et décider si celle-ci correspond à vos attentes. Il n’y a aucun frais caché ni paiement imposé sans information préalable. Il est donc essentiel que chaque client prenne le temps de lire attentivement les détails du produit avant de réserver, notamment les éléments inclus et exclus, afin d’éviter toute confusion. Nous vous remercions encore pour votre retour, qui nous aide à améliorer continuellement notre service. Cordialement,

Hi, Thank you very much for taking the time to share your feedback with us — we truly appreciate it. Regarding the issue with the bus, this is unfortunately something that can be outside of our control. We did not receive any prior report about this situation, but we take your comment seriously and have already passed it along to our operations team for review and follow-up. We would also like to kindly remind you that this is a full-day tour. Due to the distances and transfer times involved, it is necessary to allocate the entire day for this experience. Travel times can be around several hours each way, and factors such as traffic or other external situations may occasionally extend the schedule beyond what is planned. As for the situation involving the guide and the money exchange, we sincerely apologize. This is not the kind of experience we aim to provide, and we will be addressing this matter directly with the responsible team. We truly appreciate you bringing this to our attention. Thank you again for your valuable feedback — it helps us continue improving our service. Kind regards,

Hi, We are very sorry to hear about the situation regarding the shoes and understand how frustrating this must be. We would like to clarify that the person who initially informed you that the shoes had been found was the driver. This was later confirmed with our operations team, and you were given the option to pick them up at our office. As a company, we do not handle shipping for lost and found items, nor do we coordinate deliveries or send items to other locations or countries, as this is outside of our scope of services. Whenever an item is found, our standard procedure is to inform the customer, provide the address of our office, and confirm whether they are able to pick it up there. In your case, this option was offered, but it was declined due to distance and other factors. While we completely understand the inconvenience, please consider that we are not a company dedicated to handling or delivering forgotten items, and we do not have a department specialized in this type of service. Therefore, offering pickup at our office is the closest solution we can provide. We also regret that the item was forgotten; however, we did provide the option that was within our possibilities, and at no point was assistance denied. For this reason, we believe that a personal oversight should not be directly related to the overall rating of the tour experience, as these are separate matters. We appreciate your feedback, but we would like to point out that your opinion seems to be based primarily on an unfortunate situation involving a forgotten item, for which we did offer the best possible solution within our capabilities. Kind regards,

Hi, Thank you for your feedback. We would like to clarify that this situation is completely out of context with how our operations are normally conducted. All of our pick-up and drop-off locations in Playa del Carmen are managed through Google Maps, with clearly established meeting points. This is because not all hotels have proper access or parking for transportation units, so designated locations are necessary to ensure smooth logistics. Additionally, it is simply not possible within our operation to leave a customer waiting for two hours without any follow-up. This is something highly unusual and, honestly, very surprising to read, especially since it was not reported to us at the moment it allegedly occurred. Had we been contacted in real time, we would have gladly assisted you immediately and resolved the situation. We truly regret that you felt this way and we do take your comments into consideration. However, based on our procedures and standards, this situation does not align with how our service is provided. Kind regards,