Private transportation from CUN Airport to Cancun Hotel Zone

We booked a return trip airport transfer. For the arrival trip, great communication on WhatsApp, easy to find our pick up where we were met by a representative and waited a few minutes for our driver. Nice clean spacious vehicle, lovely driver. For our return journey there was a hiccup. We received WhatsApp confirmation the day before but no vehicle came. After 37 minutes of WhatsApp messages and phone calls to the company a driver finally arrived (they kept saying 10 minutes, 10 minutes more). We were very worried we may miss our flight - luckily there were no queues at the airport so we got to the gate just before boarding. It seems that we were forgotten about and a driver was not dispatched as planned. Credit to them that they did eventually find us a driver, and they did refund nearly half the cost of the return leg after some negotiating. The refund brought the cost down to the equivalent of taking an uber which would have been quicker and easier. Good customer service would have been to give a full refund but that didn’t happen. We were happy to pay the higher price for a reliable service, but that is not what we got. It is one thing being late for a day trip pick up but if airport transfers are being offered then they need to be 100% reliable and they were not. I assume that if we had missed our flight they will have some small print saying they are not responsible. Another sign of disorganization - while booking they quoted me the wrong price even though I gave the hotel name, so I had to pay extra a few days after booking (or they gave me the option to cancel).

Bad communication , was late over 30 mins at arrival and 10 mins return . Wasn’t responding in a timely manner ( asked for ETA on return time as they were extremely late the first time and no answer until I contacted Viator ). I would never recommend this company. Bad business and bad customer service overall!

Our experience was one of nightmares and a horrible start to our Cancun trip. We did not book this transportation until 4 days before we were supposed to arrive so maybe it was the last minute booking but it was a cluster. Our flight number was provided and we were to land at 3:11pm. At 3:00 I sent a message to the tour operator the only way I had available and went through the confirmation letter and notified them that I had landed but had not been provided any additional details on where to meet. Flash forward and around 3:30 once we got off the plane and outside we asked around to see where the company Love Thy Earth was located and none of the other companies or taxi people had heard of the company. At this point I still had no details so I called the number on the confirmation. It was answered by a person, not by a company so that was interesting but they said to me - 'oh we will get on the way'. This is already 30 minutes after they were supposed to be meeting us and they were confirming they were heading out. We had a drink at the Margaritaville and just waited when yet another number called and said they were at parking spot 63 in a white Toyota. We went to 63 where a black limo SUV was parked and was not our person. At this time someone saying they were airport security came over and said they also had never heard of the company and the number that had been calling me was a spam number. Airport security put us in a different taxi and we got to the hotel. In the meantime I notified the person sending me messages on WhatsApp that we had been reported to Viator and that it was a false company. They send me screen shots saying that they were there and they were a real company and would not refund my money. The screen shot was taken at 4:49 pm. SO 2 hours after we were supposed to land, after no contact information, after 3 different numbers calling, 2 different people sending messages on WhatsApp... I would clearly say this company is NOT to be recommended. This company says we were frauded by someone pretending to be airport security. If that was the case then if they had been on time maybe that wouldn't have happened. I am not sure who was real and who was not - but what I know is that if this company had been on time we wouldn't have been taken for 2 trips to the hotel. Gives Cancun welcome a horrible first impression.

Great communication. Easy booking. Our flight was delayed several times and they made accommodations for us each time. Our drive Joel was personable. Will book transportation again.

Super friendly, prompt, clear with instructions and left no questions unanswered. Driver was super nice, van was clean and tidy. Told us where to meet the driver and worked with us even when our plane was delayed. Smooth and easy, felt super safe with our toddler.

Very easy communication via texts! Nothing bad to report! I booked private because I didn’t want to deal with waiting on other vacationers.

Our driver was super friendly and very knowledgeable about Cancun. Felt safe and was on time.

Smooth and easy. Driver was there for us right when we walked out of the airport.

Our driver, Antonio, was very friendly and helpful. There was also great communication from the company in general including quick replies via text.

They made everything as simple as possible. Driver found us without needing to wonder around for him. He was friendly and professional.