21 Apr 2024
I paid for a private luxury round trip transfer to and from UVF (the St. Lucia airport) for 2 people. Here is the 1 reason why I highly recommend going with another company — 1) unorganized, and rude representatives.
When you book with NexusTours you are asked to select the category of your car (i.e., private, shared, luxury, etc.) and the amount of passages. No where are you asked to indicate the amount of bags you have. I booked a private luxury round trip for 2 people. We each had 2 bags, the standard amount of bags. While the transfer from the airport to the resort was fine, the issues started on the transfer from the resort back to the hotel. For starters, you will NEVER receive any type of call or confirmation regarding your pick up time. My sister-in-law who was also on the trip booked her travel through another company and received multiple confirmations and instructions for her departure time. We both found it odd Nexus never attempted to provide any guidance. So I take it upon myself to walk into the Nexus representative office and ask for confirmation, pick-up time, etc. Maria (the Nexus rep) asks me 1 question — what is the name on the reservation? I tell her the name, she confirms “Yes, we have you booked for a private luxury transfer for 2 people, meet in the lobby at 10:20am”. Not once did Maria indicate to me that I was only allowed to have 1 bag per person for this trip. The vehicle I was offered had room for only 1 bag per person. The driver was extremely polite and waited for us to come up with a solution. Maria rudely insisted this was my fault because I never indicated that each person had 2 bags, AGAIN—a question I was never asked nor prompted to tell. I could understand if we each had 3 bags, but 2 bags per person is pretty standard. I then reminded Maria that she herself didn’t ask me how many bags when we spoke in person the day before, nor was I asked how many bags when I booked the transfer. Maria’s response “well you didn’t book with me”, which 1) didn’t even make sense because you are a Nexus rep and I actually did speak to you to confirm and 2) that response was just rude and unhelpful. In the end Maria made it clear that she would not send another luxury private vehicle that could fit everything, nor would she give us a refund. We were told to send our bags with another vehicle (on a bus) and just hope we get reunited with them at the airport. Again, our driver was fantastic and this was not his fault at all. He was quite understanding. But again, if you want a smooth booking, confirmation and helpful people — please stay away from this company. There are other companies on the island. Book with one of them.