Xcaret Park Day Tour & Night Show with Transportation
Cancun, Mexico
Xcaret Park Day Tour & Night Show with Transportation
Cancun, Mexico
- 12 hours (approx.)
- Pickup offered
- Mobile ticket
- Offered in: English
Overview
What's Included
Meeting and Pickup
Itinerary
Additional Info
Cancellation Policy
You can cancel up to 24 hours in advance of the experience for a full refund.
Traveler Photos
Reviews
4.0
based on 10 reviews
Shengchu_W, Mar 2026
The price is very reasonable, the pickup was punctual, and the service was excellent. I highly recommend it.
Response from Host, Mar 2026
Thank you for your excellent review. We’re happy our team could provide a great tour experience. Your kind feedback is greatly appreciated.
Efrain_C, Aug 2025
Extremely Disappointing and Unprofessional Service
I booked an excursion to Xcaret through this company via Viator, and it turned out to be one of the worst travel service experiences I have ever had.
• Pickup Issues: The driver arrived over one hour late for the morning pickup, immediately cutting into our day and causing unnecessary stress.
• No Driver Contact Information: We were never given any direct contact information for our driver, making it impossible to coordinate when delays occurred.
• Return Trip Failure: At the end of the day, we were stranded despite being on time and exactly where we were told to meet. The company ignored all of our calls and messages while we were waiting. No one made any effort to locate us or resolve the situation.
• Minimal Service Provided: The only actual service provided was purchasing our Xcaret tickets online — something we could have easily done ourselves.
• Nonexistent Customer Support: Viator’s “support” was equally useless. When contacted, they simply told us to “call the operator” — which we had already done repeatedly without success. They made no effort to intervene or help, yet still collected their commission for doing nothing.
• Lack of Accountability: Both the tour operator and Viator failed to meet the most basic standards of service. We followed all instructions and were punctual for both pickups, yet received no transportation back and no meaningful assistance from anyone involved.
This was a complete failure of service and a breach of trust. For the price paid, the experience was unacceptable, and I will be pursuing a refund through my payment provider.
Recommendation: Avoid this company entirely and book directly with the attraction or through a reputable operator. Viator, in this case, acted as nothing more than a commission-taking middleman without providing any real customer support.
Response from Host, Aug 2025
We are truly sorry to hear that your experience with us did not meet your expectations. We appreciate you taking the time to share your feedback, as it helps us improve our services. We would like to clarify some points regarding the situation you mentioned:
Pickup delay: We understand how frustrating waiting can be. Our team arrived at the scheduled time, but we were informed that you texted us 10 minutes later than the agreed time. To ensure you could still enjoy the excursion, we decided to go back to pick you up, which caused a slight delay at the start of the trip.
Return trip: Regarding the return, our team was at the designated meeting point on time. Unfortunately, we were unable to locate you there.
We understand that these situations can be frustrating, and we want to assure you that our logistics were carried out according to the agreed schedule.
We are committed to ensuring these situations do not occur in the future, and we truly appreciate your understanding. Please feel free to contact us directly to review any additional details that could help resolve the matter in the best way possible.
Sandhya_W, Jul 2025
It was way tooooo long of a day. We were dropped off at 9am and pick up was not until 9:30pm. I tried to ask for an earlier pick up and no help was offered or given. I had to then find a separate transportation company and pay and extra $80 to get us home earlier.
There should have been some level of accommodation especially traveling with 2 kids that definitely couldn't make it until 9:30pm.
Response from Host, Jul 2025
Thank you for sharing your feedback, and we truly appreciate your honesty. Every comment helps us improve and better serve our customers. We understand how challenging a long day can be, especially when traveling with kids.
Our service is shared transportation, which means there are fixed pick-up and drop-off times based on our schedules. We’ll work to ensure this option is better explained in the future. Again, we value your feedback and will continue to improve our services.
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