Cirque du Soleil® JOYÀ + Special Offer Playa del Carmen

To get this clear, the show was absolutely incredible. The waiter service was brilliant and staff were so friendly. 5 stars. Would 100% recommend others to see the show. What let it down was the transportation option. This I would NOT recommend. Get a private taxi instead. We were told to meet at the pick up point at 3:50pm for 4pm pick up. At 4pm a driver for Cirque du Soleil turns up, we give him our name and he says “No. You’re not on my list I cannot take you. Your driver will get you in a minute.”. So we say okay, are you sure, so he shows us his list and we were not on there. So we wait an HOUR for this supposed other driver to turn up and no one appears. At this point we’re stressed, worried and very hot from standing outside in the sun. So we end up having to walk back to our hotel and get a taxi which cost us $600 MXN /£30 to get us there. Throughout this all, I’m trying to contact the organiser and NOTHING. I only received correspondence after we had arrived. We arrive and go straight to the box office for our tickets and to ask why we were not picked up. Turns out the driver who we spoke to was supposed to take us but they had not given him the correct details. They had missed us off completely and we were short our 600 pesos. They started trying to accuse of missing the bus, and that it was our fault, which is disgusting. Then said we should go to Viator for reimbursements, and tried to say it wasn’t their fault despite being the operators themselves. We stood our ground and said that it is not good enough and they reimbursed us in cash for the taxi. Upon leaving the show the direction system was abysmal. No directions and no one helping you to find your designated driver. We walked around in the car park for 10min before a taxi driver came over and helped us. All in all, the show was fabulous. But DO NOT CHOOSE THE TRANSPORTATION OPTION. This is an issue that needs serious addressing as it’s clear that this is not the first time this has happened from other reviews. Creating stress and worry for customers - all whilst in 30C heat - is not great business and cannot continue.

I checked off that we didn’t need transportation, and all the emails said show was at 7:15 and to arrive 15 minutes early. We arrived at 7 via our own means and came to find out we had a 2 hour and 15 min wait. The Show was fantastic. However I won’t be using this app to book anything else.

We had a fantastic time but there are a few things that this tour needs to fix. 1. Transportation logistics are the worst, this company hires drivers and they don’t share info between us and driver. We waited at the specified place and time and the driver never showed up. 2. Acrobatics are great 3. Food is delicious. 4. Champagne pretty bad, you have to pay for an upgrade. 5. The place is immaculate!! 6. Show theme is now old. It’s been running for almost 8 years. Company needs to update themes (not acrobatics) with local culture and/or traditions. English speaking guests do not get the full translation and is not very funny. They need to bring on great producers to come up with a sensational and entertainment world class show They need to improve every few years so previous guest go back to see a new production. Overall we were very happy except for the transportation issue.