Private Transportation From International Airport to Tulum

Wir hatten mit Nexus einen Flughafenshuttle von Cancun (Mexiko) gebucht. Dieser war bei unserer Ankunft in der Nacht nicht vor Ort, obwohl wir pünktlich gelandet und unsere Flugdaten bekannt waren. Der Mitarbeiter vor Ort besorgte uns ein Taxi, mit der Begründung, dass so spät niemand mehr verfügbar sei, der uns ins eine Stunde entfernte Tulum bringen konnte. Das Taxi sollten wir selbst zahlen, er versicherte uns aber, dass wir den Preis erstattet bekommen würden und machte direkt ein Ticket mit einer Schilderung des Vorfalls auf. Dann begann eine Taxifahrt, die uns nicht Mexikos schönste Seiten zeigte. Am nächsten Tag suchten wir den Nexus-Schalter im Hotel auf. Hier wurde ebenfalls ein Ticket mit unserer Quittung in Höhe von 270$ geöffnet. Zwei Tage lang konnte man uns vor Ort kein Update geben, bis wir erfuhren, unser Fall wurde genehmigt und die Rückerstattung auf das ursprüngliche Zahlungsmittel veranlasst. Als wir nach weiteren Tagen nichts erhalten hatten (mittlerweile zurück in DE) fragten wir erneut nach. Die Aussage war „ein Fahrer wurde mit Bargeld in unser Hotel geschickt aber man hatte uns nicht erreicht“. Seit dem haben wir auf Nachfragen weder erneut etwas gehört, noch das Geld gesehen. Sehr schade, da wir bisher nur Gutes von Nexus gehört hatten. Hier werden wir nicht wieder buchen.

Se receberam o pagamento pelo transfers, deveriam ter aparecido no horário que o vôo chegou. Ligação feita para a empresa, informaram que não tinham mais transporte Também não reembolsaram os clientes em 150 dólares que foram pagos a outra empresa de pelo serviço não realizado. Péssima empresa

write to you informing you of the horrible experience I encountered upon arrival into Mexico via the Cancun International Airport on Wednesday August 10, 2022. Myself and client Oneekah Smith arrived at the airport and were placed on a shuttle to Kore Tulum which already had other passengers and would take more than the required 1 hour and 45 minutes. Firstly, the driver Mr. Guzman drove very very fast in inclement weather, he got lost in finding the first hotel for the passengers who were staying at an adult "Paradissus" It is important to note there were 3 stops BEFORE our hotel and we were the last 2 persons off the bus. I was feeling nauseous due to the heavy driving and went to lay down on the backseat after the 2nd set of passengers came off a hotel I was not familiar with. The 3rd set of passengers came off at a Secrets hotel. Shortly after the Secrets drop off I took my Iphone 12 Pro Max out of my bag and checked google maps to see how far we were to our hotel. I saw we were less than 5 minutes and contacted Nicola Powell who was already at the hotel and advised her that we were reaching soon. After the call I was thrown from the seat due to a speed bump and a ditch thereafter. The roads are terrible but due to speeding by the driver, he drove as if he was late for something and did not realize the speed bump. I got up back to my seat and whilst trying to not throw up, then we turned shortly into the hotel. I was super happy to get off the bus as I needed something hot in my stomach. I got my bags and even tipped the driver and headed to the front desk. I am a travel vlogger and I was impressed with the hotel entrance, that is when I reached for my phone before getting to the front desk and realised it was left on the bus. The bus was just going through the gate and I ran after it, however having stated prior that the driver drove ridiculously fast I was unable to catch up. The front desk immediately called Nexus Tours for a lengthy process and was only given a report number that I will mention further down in the email. I work at the airport in Montego Bay Jamaica and also have worked with Jamaica Tours Limited so I am fully aware that airport dispatchers have the drivers telephone number that they can call and ask them to stop and check the bus for lost items. I requested multiple times for this, however Nexus Tours was negligent and asked me to call back at 10am the next day to which anything could have happened within that over 12 hour wait period. My drivers licence and credit cards were also attached to the phone which means I'm stranded with no cash or other monetary support. I pleaded tirelessly and all the representatives did that night was tell me to calm down or they would hang up because I was hysterically crying, which 2 people did. Is this how you treat customers??? 2 people proceeded to hang up on me. In your travel documents you stated that someone would be at the hotel or available 24/7 which was not the case. I called numerous times after 11pm to no avail because I know there was not enough time, this is an expensive telephone I called back at 10am as instructed by Nexus TOURS and I was informed once again that this is a process and I would have to call back yet again at 4pm. Please note that I was without a phone and constantly was at the hotel lobby seeking calls. I called back at 4pm to be informed the phone was not found. I got very upset because I was a 1000 percent sure that it was left on the bus so either the driver or whomever checked the bus that night basically stole my very very expensive phone. I requested a supervisor and Mercedes assisted as best as she could. A number was given to call my friend that lived in Jamaica and she was informed that the driver stated that "there were 3 stops AFTER mine so a passenger could have taken the phone." Please note this is false information. We were the last person off the bus and no more passengers were left. My clients' phones were not on roaming and I had to be dependent on them to fund my trip to which I have to gather myself to reimburse as my cards were in the green hard case attached to my phone. I contacted my banks to shut down my cards and now back at home trying to rebuild from my traumatic experience. One of the reps advised that the shuttle is not Nexus and was a third party contractor named DeL Valle. I booked through Vacation Express who use Nexus Tours who use Del valle. I am seeking compensation for this ordeal, I am aware that I am responsible but I was thrown from my seat in the bus, please also note the driver did not speak at all to any passengers, no welcome, no rules, no advisory ,nothing, he just drove like a maniac the entire 3 hour trip in inclement weather. In conclusion my phone was stolen from the bus by whomever checked the bus that night. Please also note that my iphone was turned on August 15,2022 at 1833 at Licenciado Adolfo Lopez Mateos International Airport, San Francisco Totoltepec 50209, the same day I departed Mexico, who else would have that information. So now I departed so they can now turn on my phone... very very traumatic