Shared Transportation, International Airport to Playa Del Carmen Hotels

In the vast crowd if taxi services it was somewhat stressful looking for Viator until a kind gentleman looked up my reservation and found that it was under Nexus. Once confirmed we were whisked away into a very clean vehicle and it was just the two of us. Roger was great. Not only did he give us great advice he was a super safe driver.

BEWARE - Resort Transfer scams are common with this company We met with our resort representative the day after arrival (Jan 28th,2025) and checked in as requested. At that appointment, we were told that we would have to return and speak with the representative the day prior to leaving to arrange/receive our pick-up time for the airport transfer the next day. My husband went back the day before our departure (as I had our two kids in the pool) on February 2nd, 2025 and was provided a pick-up time for 10:15am. We were told we'd get an email with confirmation that afternoon, after the representative had gone home, however that did not arrive at any point. Regardless, we were in the Sandos lobby by 10:00am. A 10:30 transfer for Sunwing (our vacation provider) arrived and departed, but we were not on that driver's list and they were unable to accommodate us. The Nexus representative (the same man my husband had spoke with the day prior) was in the lobby, arranging taxies for a family group of 9 who's transfers "didn't show up in the system" for their 9:30 pick up time. At 11:00am we were finally able to speak with the Nexus representative and after 30 minutes of messaging back and forth on an iPad ("the only way he can talk with the company"), we were told that we would also have to take a cab to the airport, as our return transfer also wasn't "showing up in the system". We were told our vacation provider would re-imburse the $75 USD fee for the taxi from Playa del Carmen. Upon arriving at the airport and discussing this scenario with other travelers, it became apparent that this had happened to multiple family groups on our flight. We were also advised by a couple, who had previously visited Mexico but had this happen on their trip, that Sunwing absolutely will not reimburse this fee. Upon reflection, this also occurred to us the last time we visited Puerto Aventuras in 2013 - our airport transfer never showed and we had to taxi late to the airport. At the end of the day, $75 is a lot to spend but what was worse for me, is that because we were extremely late for check-in, our family ended up being separated on the flight back - my two kids under 10 sat together and my husband in the same row but across the aisle. My seat was located 15 rows behind them. Finally - DO NOT respond to the email "Sunwing" sends you to apologize for the inconvenience literally minutes after you leave in the cab for the airport and seconds after NexusTours requests you rate your experience on TrustPilot. They will ask you for your banking information to 'refund' your money - This email is not sanctioned by Sunwing and I'd hate to see what happens if you actually respond with that information to these sharks. I do know this - I forwarded this email to the Sunwing claims e-mail address with my receipt for the taxi once I returned to Canada. It came as no surprise that they deny this email was sent by their company. Nor did it surprise me that they would not refund the taxi fees. It was reinforced that the above scenario is a well known scam between the Taxi companies and select Nexus Representatives being mutual beneficiaries in such. Now I will end with this - We have travelled 15+ times to Mexico in the last so many years. Nexus, a majority of the time, has been on the up-and-up with their transfers. Truly, this seems to be a big problem mostly in the Cancun/Playa del Carmen area. Hopefully Nexus is able to identify how/why this is problematic. Ruining the last moments of anyone's vacation by leaving them feeling stranded without a way back to the airport is just shady AF and leaves a bad taste in ones mouth and ensures a bad review left here.

Cancun airport drive to RIU resort Playacar area. Our trip was booked through Sunwing from Toronto which apparently uses NexusTours for transportation to and from the airport. . It was awful. Once outside the airport we were shuffled from one rep to the next rep to find us our bus/van. We were told to stand in one spot and wait. We waited and waited for nearly 1 hour. Finally when others showed up we were loaded into a van. The van was so crammed we were shoved up against a door. Once the driver came in the van he was more interested in selling us beers for $5.00 USD each and once that was done he never said a single word the whole drive. A little information about the area would have been nice. He had what appeared to be a "girlfriend: sitting in the front with him just giggling and talking. He never told us how long the drive would take or that we would be stopping at other resorts along the way. We were never offered an orientation the next day to hear about the hotel or the area or excursions. (which typically this has happened on our past trips) But waiting for a tip upon arrival. When we went looking for the Rep each morning he was just interested in trying to up sell us "private" shuttles back to the airport and "VIP" packages for the airport. We were looking forward to hearing about excursions and he was already trying to sell us for our trip home. NexusTours likes to blame Sunwing as NexusTours say they are just the 3rd party. Well they are the face of the company and they were terrible. The drive back to the airport a week later was no better. Seats in the van are not big enough for whole families with kids and babies and strollers. Another driver who never said a word back to the airport with NO information as to where we should go once arriving. But again, waiting for a tip upon arrival at the airport. NexusTours you should be ashamed as I can imagine Sunwing is expecting you represent them better. I have also given this same feedback to SunWing which I expect nobody will care either with Sunwing or NexusTours.