The drivers are friendly but that's the only positive. My travel agent booked this company unfortunately. We arrived at the Cancun airport and had instructions to go outside but the leeches trying to sell you stuff are in full force (walk past them!!). I hate people that won't take no for an answer. Finally got outside and walked and walked and walked some more. Finally found the rep and they kept insisting that our ride was on the way. After waiting 45 minutes in the heat with no benches our ride finally arrived. Willie at the airport insisted that Mario would be at the hotel to set up return transport. Finally get to the hotel and shocker....no Mario anywhere. Luckily at the airport they gave me his what's app number to contact. That's very unprofessional to not even be able to call someone. Sent several messages on Sunday and ZERO answer. Sent several messages Monday and ZERO answer. Finally on Tuesday received a response which was great since I was leaving on Wednesday. Received zero communication from Mario other than an email with return info. Thankfully the driver arrived on time Wednesday but our transport was 4 hours prior to flight. Guess I'm glad the driver showed up! I would NEVER EVER use this company again. read more

Beware- when it was time for them to pick us up from my resort and take us back to the airport, the driver didn't even come to a resort, and when we tried to contact him, he said that he waited outside for 30 minutes even though we were in the lobby. Stranded us basically at the hotel, and we almost missed our flight, when we contacted corporate, they told us doesn't matter what we do they won't assist us in the matter- even though they did start the call, that they have another driver available so I shouldn't have to worry. At the end of the day we had to pay for an over priced taxi just to make it to our flight, probably the worst airport travel, especially when you're in a foreign country. When we tried to get a refund, they made a fake document showing that they came to our hotel, but we have video proof that the hotel, and the resort at the time when we were trying to get other transportation confirmed that they never arrived, and they never signed such documentation. So they will create fake documents just to take your money at the end of the day. read more

I recently used Lomas Travel for airport transportation and was 100% disappointed! I can honestly say they put a complete damper on my daughter birthday trip! I traveled 12 hours, including two one hour delays with a life size cutout of my daughter. When I arrive in MX I put the cutout along with my luggage on a luggage cart. I found the Lomas reps without a problem, they called my van and insisted to take my luggage cart and told me they would take care of everything! Ten minutes into the ride I asked the driver if he had gotten my cut out! He said that he didn't but promptly called back to Lomas (he said that's what he did, I don't speak Spanish, so took him at his word) told them the situation and said they would bring it on the next trip to the hotel. I brought the cutout to make an appearance at several events through the weekend! The cutout never made it!! Everyday the Lomas Rep would give me some excuse and said they were still investigating the issue. When I asked about reimbursement for the cutout things went silent! The Rep stopped calling me with updates (if you consider "we are still looking into it as an update") and answering my calls! I felt completed ignored and disregarded, customer service was horrible. They bullshitted me a couple of days and knew I would be leaving the country and that would be that!! Be careful with companies aboard, handle your own bags and keep your tip!! read more

Went to Mexico for the first time, we booked our trip on Groupon and decided to purchase Lonas Travel with it. Did not have to worry about transportation at all! Such a relief!!! And we had a wonderful man, Carlos in Cozumel, help us book all of our adventures. He made our trip so amazing!!! Would highly recommend. read more

Be very careful booking through Lomas Travel. We stayed at the El Dorado Royal. We tried to book a scuba and snorkel trip in Cozumel. I specifically told Diego I would like a dive boat so my husband could dive and I would like to snorkel while he dives. I was also very specific when I said I would like an early morning dive so we would not be gone all day and I did not want to do any tours. What we got was a trip to an amusement park called Chankanaab in a group of 15 people and they wanted my husband to shore dive with a heard of people and we would not be leaving this place until 4:30pm. We left and took the ferry back. We did not stay when I found out we would not be getting into a dive boat. I was tricked into this trip and we paid $230 for a dive trip Lomas would only refund $60.00. This company sends people where they get kickbacks. It's a scam!! I wish I did not have to even give 1 star. read more

My wife, family and friends have been using Lomas Travel for four years now and they've always done a phenomenal job! On our most recent Cancun vacation, one of our friends accidentally left his iPhone wedged in the van's backseat cushions. We got a hotel staff member to call and translate the situation for us. Lomas was able to find our van/driver and then locate the phone. They stayed in contact with us via text messages and drove the phone back to us at no charge! We will always continue to use Lomas on all our future Vacations; great service, great vans, and great prices!!! -Steve A & Family read more

We used Lomas for roundtrip Cancun airport to our hotel in Playa Carmen. They were great! Professional, friendly, on time (early actually!) and back at the airport 3 met our car to make sure everything was good and one walked us in to our airline gate. HIGHLY recommend!! read more

They're shady, con artists with very (pretending to be passive) aggressive excursion sales!!!! When they dropped us off at our resort, Barelo Caribe in Riviera Maya, the driver told us we needed to stop by their desk by 9am the next morning to confirm our return travel time. We were staying at the resort for 6 days. When we got there the next morning, Ernesto was at the desk. We told him that we will be taking a different flight returning home from previous booking. This became a nonsense ordeal for each day. He wanted us to come down for no reason each morning to confirm the transportation back to the airport. Isn't that what they're suppose to do!!!!!!!!!!!!!!. Everyday of course is different sales person (the next day was a sleazy scum by the name of JJ who wants us to know that Ernesto is a new sales person and is very lazy and is incompetent) who has no idea why the time for return flight hasn't been changed. The freakin' bottom line is these con artists wanted us to come down and book an excursion with them because we had them figured out, we decided to do our own adventure by means of other transportation. I would never use Lomas Travel transportation. The fact that Barcelo Caribe had these transportation sales reps lined up around the desk is very unprofessional and tacky. These travel sales reps are trying to force people to book these excursions at a very high costly price is a turn off. Never again will not use them. read more

I went to Cancun for a wedding and Lomas was the agency that was used for transportation from and the airport. Prior to arriving I received my passed for transportation as well as details on how to find them. Cool! I thought. I arrived about 20 minutes sooner than expected. Arriving early always seems like a good thing... not here. Lomas was NOWHERE to be found. I did find their empty kiosk outside with a guy in a red shirt hanging out. I asked him about Lomas, after getting haggle by every person I walked by asking if I needed transportation, and he stated that they left and had not been there for awhile and the van was gone. I thought maybe he's just trying to get a sale. I called the wedding party who arrived earlier to see if I went the wrong way or to gain some kind of assistance. They went to the front desk to inquire... I called ALL of Lomas contact numbers was provided to me, no answers. I had friends call (apparently you received additional information after you arrive) and no answers. After being at and walking around the airport for two hours, I took an over priced cab. $60! I arrived to my resort and was greeted by an employee who stated, "you were the person stuck at the airport?" Then informed me that a rep from Lomas would be the next day. (This is getting longer than I expected.) In closing, I've went back and forth via email through a mediator (travel agent) and the end result was I am or was lying, $60 will not be refunded, and I must have use a different flight. This was a terrible experience and they (Lomas) never directly reached out to me, even when I initially reached out to them and it was stated that they would. They have terrible customer service as an organization and should really revamp the structure of their customer service. read more

We wanted to change our pick up time. They were supposed to be available at the hotel we were staying and they were not there. We called and they said they were going to be on site the next day at a specific time. We went back to speak to them when they said they would be there and they were not there. We called them and told them we wanted to change our pick up time. They said ok. They did not pick us up at the requested time and picked us up the original time. This level of service is not acceptable. read more

I book my vacations with a travel agent and I trust her opinion on anything cause I know her well but I wish I had done my research about Lomas travel before hand. They are nice people but anyone will be nice when they want some money. Anyway, I have used this company before the first time was in Dominican Republic. We got there and the van was not starting...it was leaking gas, smelled offal, smoking AND the air conditioning was broken. It was so humid outside we went in June so you can imagine how hot it was outside. After an hour of waiting outside for them to jump start the van we finally left and got to the hotel. They tried to get my friend and I to do a tour or something outside the resort and although I said no about 3 times they still wouldn't give it up. My second time with them was at Cancun and they were already at the airport when we landed but what I don't understand is why we had to sit in the van for a good 30 mins before actually leaving. We were going to the resort privately, we were not waiting for anyone else so I don't understand why that time was wasted? Anyway, we ended up doing a tour and paying for Xel-Ha (BEAUTIFUL). We were late coming downstairs and this guy called the hotel room and said to me "let's go lady I've been waiting". He wasn't even being funny or joking like calm down. When they picked us up at Xel-Ha to bring us back the guy goes "if you need me to stop at anytime let me know! If you want a beer let me know! I can get you whatever you want!" I thought that was very nice so I thanked him and then he ruined it with "Yes that means tip your driver really good!" Like...I intended to tip you properly since it's a long drive but damn you don't have too throw it out there like that. read more

When we went to Cancun, the hotel offered free shuttle service for that week. It was Lomas Travel. The short: I am very pleased with Lomas Travel and would use them again. Overall the experience was very very good, but had its hiccup. i will explain. The hiccup was when we arrived. I expected to see a person at CUN airport holding a sign with my name and our hotel on it. There were lots of others but nothing for us. I'm going to partially blame the hotel for not telling us on our reservation who the shuttle service was, and that made it even harder .We finally found and 'official' looking guy who checked around and pointed us to the Lomas Travel desk a little farther down the walk. When we got there they put us in line to wait our turn....close to 45 minutes... those two reasons are why you lose a point with me,. BUT, they redeem themselves! The driver was awesome and friendly. the hotel had a Lomas Travel desk rep who helped us book a great fishing trip - caught a sail fish - bucket list ..check :-) The return trip is where Lomas really shined. Again the driver was awesome. But the REAL hero was Hugo at the CUN airport. He gave us advice, helped us with our luggage, helped us check in and get our boarding passes and even helped us re-balance our suitcases to meet the max 50 pound limit,. HUGO YOU ROCK!!! THANK YOU. Again, although it started out a little rough, these guys totally came through and i would definitely use them again, its a pretty sure bet they will be fixing the welcoming procedure soon ;-) Elliot read more

Fantastic service! The employees and drivers are so friendly and helpful - made us feel comfortable from the second we met up with them . Our plane was extremely delayed and Lomas was waiting for us with a smile on their face . We had a large group, a handful of them booked excursions thru Lomas : Jose Luis Santiago came to the hotel at a scheduled time and arranged for their excursions .... we were grateful for his help. On our return trip, the Lomas employees at the airport took us to the kiosk for our airline and did the entire check in process for us . So thankful for this company while we were in Cancun. Highly recommend- worth every penny ! read more

Apparently we had a MUCH different experience with Lomas travel than some of these low reviews. We booked our hotel/airport transfer in advance through Southwest travel. It was incredibly easy to find our driver and made it a much better experience to get out of the airport without being "attacked" by other competing companies. The driver was professional and got us to our destination quickly. Same on the return trip. I will use them again the next time I am in Cancun. read more

We could not have had a better experience with this company. We used them a total of 4 times for our trip to Talum and Cancun. They were always right on time and very professional and very nice. They dressed impeccably and the vehicles could not have been any more comfortable or clean. Yes, it was chaotic at the airport (expect that whether you use them or anyone else!) but how can you miss someone in white pants and a turquoise shirt?! We did have to wait for them to get us settled and on our way. To be fair our plane sat on the tarmac for 30 minutes and then it took 45 minutes to get our luggage but Martin was still out there and made sure we were taken care of. On our return trip from Talum to Cancun (2 hour drive) the car began to overheat and we had to stop several times to put in water. Our driver, Israel, could NOT have been more concerned and immediately called in and had another driver meet us ASAP to continue our journey. They were so apologetic and so concerned about us. Manuel took us to the airport at the end of our trip and we were met at the airport by another Lomas representative who literally walked us into the airport, checked to make sure we had all the right documentation, got our luggage tags for us and walked us right to the check in line. We could not have had a better experience & I would only use this company when we travel back to Mexico. read more

As a travel agent I've never had an issue with Lomas Travel They have always been prompt on time and got my clients to the airport and tohotels properly. You can purchase non stop transfer with them so you don't have to stop at other hotels to drop people off. This is a must if you want to get there fast. Tell your travel agent if she doesn't suggest this. read more

Worst transportation ever! Don't waste your time and money with this service, read other reviews of other services and go with them. I'm still waiting for my refund as they didn't pick me up and I ended up paying another taxi to move myself to another hotel. I also wasted about 3 hours talking to them over the phone just so they could tell me they made a mistake and I needed to call customer service for my refund. Too bad Yelp doesn't let rate 0 starts, but this is what they deserve! read more

Used Lomas for transfers from the Cancun Airport to our hotel and it was great. Very clean, modern and safe. Totally enjoyed the experience. I would also like to give some cred to Roberto, one of the Lomas Travel agents in Cancun. We booked an evening excursion with Roberto and paid in full. On the night of the excursion, we got car sick on the ride to our excursion. We were safely delivered back to our hotel and ended up sleeping it off in the hotel room. Now you may think it was alcohol induced but I can say without a doubt that that was not the case. It was legitimate car sickness. Anywho, we worked with Roberto who gave us our full refund in a professional and caring manner. We didn't have enough time to book another excursion with Roberto on our vacation but if we are ever back in Cancun we will definitely look him up. read more

My wife and I booked a private transfer through this service via our travel agent. We flew in first class and thought it would be nice to not have to wait. Boy were we wrong! When we arrived, the guy who met us had us stand outside (no AC) while he waited for a van. This was with 7 drivers standing there. After 15 mins, I said we don't want to wait anymore and asked why we are still here. He stated that he needed to load us in a parking spot. After I confronted him about all of the drivers, he said hold on. He waited another five minutes and then walked us into the parking lot to load up, even though that was supposedly the reason that we were waiting. When I say that it was hot, it doesn't do that justice. My legs were sweeting so bad (in shorts) that my socks were soaked. That wasn't the worst part. He took our paper so when we were supposed to be picked up today, we had none. Instead of looking for it, we believe he just created another one in the system (I will get to that conclusion shortly). When were waiting to be picked up, they asked for the paper work. We said we didn't have it. The driver went inside for a bit and came out to say vamanos. We started driving and I noticed he was going really fast compared to the first driver. No complaint here, let's go. He then pulled into a resort to start picking up passengers. We stopped him and told him that we paid extra to have only us in the van and not pick up other passengers. He pulled over and started calling people. After a little while he said sorry, it's not my problem. My wife showed him the receipt from our email and he made a few more calls. He then said sorry, I need to pick up the other passengers. I told him my wife was calling the company and that we may as well used a taxi because we know what we paid for. He this drops us off in Mexico and points toward a taxi. That is right, the driver drops my wife and I in the middle of Mexico and without an attempt to help us, while she was on the phone with his corporate office. We paid 700 pesos to the taxi, and a 200 peso trip. The person from corporate stated they would pay us back at the airport but when we arrived they said the tip is not their problem. Do you see a pattern here? We even used their travel service while at the hotel to visit three cenotes. The guy who sold us the trip from Lomas, said we needed sun tan lotion (but not bio-degradable) so on the trip, we had to pay 10 dollars for a little container. It wasn't sun tan lotion. My head and back are red as a lobster. I was unable to sleep last night because of it. On top of that, they never informed any of us about needing bug spray. We had to buy that and happily did after my wife and were bit by no less than 20 plus mosquitos. We felt bad for the other couples who didn't have any cash, so we happily shared the spray. This service doesn't care about its customers. The term, it's not my problem seems to be the company logo. I will be writing reviews on trip advisor and other sites to keep people away from this service. Ohh yea, it was mine and my wife's 17 year anniversary. Happy anniversary to us! read more

I used Lomas in Dec 2018 for transfer from Cancun to Riveria Maya. The Lomas staff at the airport was very friendly, polite and professional. They transported us in a very clean vehicle . We had a great experience both on the arrival and the return. read more

Husband and I booked excursions through Lomas travel at our resort which is the Bahia Principe Talum to ride ATVs, speed boats and het skis, when we arrived they told us we only had two activities, if I didn't have proof in writing this would have been their first con, so then they came back and stated as a courtesy they would give us the three, wonderful. Also as part of our excursion we also were told we had lunch included but to our surprise when we finished our activities they said we only had snacks, and tried to push is into buying lunch, very shady and disappointing indeed,. So while in Mexico trust no one, make sure everything is in writing. This is our third trip to Maroma beach activity center and this has never happened before, shame on them. This place is called Maroma adventures. BEWARE read more

We used Lomas Travel for transportation to and from the Cancun airport to our resort in Riviera Maya (1 hour away). The service was fantastic. They were on time and highly professional. The vehicles were very clean and new. We even got a stretch limo for just my wife and I on the way to our resort! It was great to arrive in style. Both drivers were very courteous and professional. The whole staff went above and beyond for us - even when we arrived back at the airport - we simply mentioned that we needed to find an ATM and they escorted us all over the first floor of the airport to help us locate one. We really appreciated the excellent service and will absolutely use Lomas again when we return to Cancun. read more

I booked this travel agency through Southwest Vacations. Very professional & timely. I received an email on what to do if/when "attacked" by timeshare salesmen. I was very grateful for that to avoid getting caught up. No complaints, very happy with Lomas Travel. read more

Don't Trust!! Not Happy & Stress out!! Was in Cancun for my weeding in Sept. 1, 2018 they were the the transportation that was booked by my travel agent. Really don't know how I ended up with them. Julio which was the one person in charged in regards to my wedding was good for 1 day. Then he got upset because we didn't book a tour with his company. He turn very RUDE disrespectful to me and my guest making faces and rolling eyes at me, family and guest. I ended up doing his job calling and booking transportation for almost all my 60 guest. Was so upset I was most of the time in lobby figuring out transportation for my guest. All because we didn't book a tour with him. Not Professional and will never recommend there company again. Super bad experience. DO NOT USE THEM!! Better call a taxi... read more

Consistently disappointing and frustrating. We've used them three years in a row--against our better judgment--at the insistence of our travel agent. (We've learned the hard way to advocate for ourselves more strongly with her....) The staff at Lomas are overly aggressive with their excursion sells, relentless with their early morning phone calls to book the return trip and, this last time, completely screwed up our reservation to the point where we were at risk of missing our flight home and had to take a taxi. Neither the driver nor the staff member were apologetic regarding their mistake and the driver was even rude. After over an hour of trying to sort out their mistake the staff person finally agreed, albeit begrudgingly, to pay for our cab. We will never, under any circumstances, use this company again, and would encourage others to look elsewhere as well. read more

we are here and safe, not too happy about them driving off with my lil' ones backpack full of her things. One full day here and we still don't have her backpack. It's very frustrating when they keep telling you to come back in 10min, 20 min. We've been told already 5 times today to come back. Shouldn't they be contact me, instead of me them and the sending us away only to return and be told the same think over and over. I'm figuring we aren't going to see it again. I'll update my review for Lomas after I see how they resolve this issue. Not happy at all. How do you explain to a 5 year old they drove off with her backpack and won't return? read more

I own a Travel Agency and have used LOMAS for over 10 years now, and they are the most dependable service that I use for myself, and all of my clients. My best suggestion is always book a Non-stop, which means you are first one off of the van or bus, so no waiting for other people to stop at their resorts and get their luggage off. A non-stop is usually just a few dollars more, and will save you hours on your transfer time. Private transfers are the only thing that I will book for my clients if more than 4 people are arriving and departing on the same plane. This cuts the cost way down, and you get absolute the best service. I just used them 2 days ago on a private transfer, and will continue to recommend to all of my guests, and use myself. read more

I was in Cancun with a group of about 70 people. We booked an excursion with Miguel of Travels Travel. Miguel put us on two public buses with no air conditioning. One person in our group had her passport and credit card stolen by a stranger picked up by bus. We were told we would have private buses, which was not the case. We were left stranded after the exclusion and had to take public transportation back to the resort. Avoid Lomas Travel at all cost. read more

The absolute worst company ever. I should have done my research before hand because they came up as fraudulent company through my bank. Luckily, I was able to prevent them from ripping me off. However, that did not stop a disgruntled agent following me to my hotel room aggressively yelling at me because I declined booking an excursion through them. If traveling out of the United States, there is a company called, nexus travel, the best best best!!! read more

Our driver wasn't friendly. They were 30 minutes late in picking us up to head BACK to the airport. Just awful communication. Use BD Travel...so much better. read more

I signed up to have my parents picked up from The airport and taken to their hotel and they were very happy with this company. They were on time and very easy to deal with. I actually signed up too late to do it online (they require you to sign up at least two days in advance) but I used the online chat to speak with a very nice man (Daniel Ruiz) who went above and beyond what I expected him to do. He put them in for same day service and my parents were very happy. They had to do the shared shuttle but the trip from the airport to the hotel still only took 30 minutes. (Round trip costs $50) Will definitely be using them when I'm in town! read more

We booked an excursion from our hotel to Tulum and a Cenotes. For $51US/person, we were to be picked up in a Lomas bus, taken to Tulum, with an English tour guide, followed by a side trip to a Cenotes. We were picked up on time.....but this is the reason for the loss of 1 star. We were driven to the main road, drove down it for about 5 minutes, when our driver pulled over and told us we would have to wait to change vehicles, to a larger bus. Thankfully he stayed with us kept the car running. We sat for approx. 15 minutes before the larger bus arrived...and off we went to Tulum. This was odd..... Along the way, Jorge, our tour guide, explained current Mayan customs. He was knowledgeable and friendly Schedules were maintained and after a brief tour of Tulum, we were left to explore the sight on our own. When we returned to the bus at the prearranged time, we were greeted by our driver with pop, water, beer and sandwiches. This was the same after our visit to the cenote The cenote we stopped at wasn't the grand types you see in travel brochures, but it had a small cave for exploring and a small zip line. From there we returned back to our hotel I'd recommend them and would use them again. read more

Excellent customer service by all! We stayed at the Royalton Riviera and the Lomas travel people were great. Very friendly and we felt real safe in their hands.  A special shout-out to Roberto Estrada who arranged the ride back to airport and he also booked our Dolphin Swim. We had problems receiving our photos from the dolphin people through PayPal.  I told Roberto and he contacted them and kept after them for 3 days till we finally got our photos.  Gracias Roberto and Lomas travel. read more

I just returned from a trip to cancun and had a terrible experience with this company. The shuttle from airport to hotel was actually not bad. The representative at the hotel was the nicest liar and scam artist I've ever met. He told us the credit machine wasn't working when we paid for excursions so we all paid hundreds of dollars cash but 5 minutes later witnessed him running another person's card who insisted they had no cash. He recommend trips that were horrible and the day after when we attempted to talk to him about his recommendations he offered a half joking apology. The worst part was the shuttle from hotel to airport. At 20 minutes late I called customer service and was on hold for over 10 minutes until I hung up when the shuttle finally arrived. read more

Horrible. Terrible. Stay away from this service. We used lomas for our trip to Rivera Maya Mexico. Upon arrival we waited about 90 minutes in the heat before leaving for our resort. The kicker was on the way back to the airport. Our reservation was for a 7:40am return shuttle. Lomas called us at 7:50 am to tell us the shuttle would not be coming. They said they didn't have enough time to make our pickup and we would need to catch a taxi. It's about an hour and 15 minutes from Rivera Maya to the cancun airport that meant over 100 for a cab ride in addition to the shuttle that we paid for that never came. Stay far away from this service. read more

My husband and I went on our honeymoon last week. We stayed at The Royal in Playa Del Carmen and had the WORST service from your customer representative Martha there!!! We will NEVER be traveling with Lomas Travel again!! She was the absolute rudest person I've ever had to deal with in my life. Not to mention the un-professionalism she had. To name a few things: She was swearing at us in Spanish (my husband is a Spanish teacher and knew exactly what she was saying), moved our shuttle time 4 different times within 2 days (even though we had a non-stop shuttle). Yelled at us for not having the yellow receipt paper with us, we later went to our room and got it. Wasted over an hour in-line waiting for her as she was walking around the resort and not at her desk. It was an absolute joke the service she provided! If I were you I would fire her immediately and would be embarrassed if you would continue to let her represent your company... read more

I went to Cancun for my honeymoon and Lomas Travel left me stranded at the airport due to an error in the reservation. Being a massive company they were not able to credit me back for the reservation I made and payed for. Please do yourself a big big favor and do not use this company. read more

Lomas was good until we had to cancel our Tulum tour. All of a sudden it was not so easy to refund our money. One excuse after another. I was even told it would take 15 days for a refund and i needed to talk to American Express. Funny how quickly the charges went through and how difficult it was to refund. Still waiting. read more

This company has been horrible to work with. Rodrigo, the associate we have dealt with at the Excellence Play Mujeres has been anything but a pleasure to communicate with. He booked our transportation from the hotel to the airport for 2 hours before our international flight, including the 40 minute drive from the hotel to the airport. We requested 2 different times for him to change it to an earlier time and he refused to do so. read more

I have been traveling to Cancun for 25 years and been on many tours but my experience with Lomas Travel was the worst! We booked a tour that was supposed include going to the ruins in Tulum with a guide . I took my 84 year old Mom and sister who had never been to Cancun. The tour also included snorkeling and going to a fresh water Cenotes. We were also told we would stop on the way way back for lunch. About 20 minutes on the bus ,our guide tells us we are going to Tulum to snorkel. I say to her, wait a minute we booked a tour to the ruins. She informs us that is not our tour then, but she had our name on her list which tells me that José booked us on the wrong tour. How maddening this was. Our snorkel session the water was so rough my 84 year mom could not even attempt to get in the boat. The Cenotes was great, and then the best part, our lunch that we were supposed to get at a restaurant was outside our bus and it was a COLD dough pastry. Awful cold!!!!! After filing a complaint with the company, they were willing to refund only a parcel of the money. Can you believe they were deducting processing fees. That is so outrageous when this was not our fault to start with! The fact is their rep José booked us on the wrong tour and then they deducted fees for something that was their fault, not ours. My mother was so disappointed about this tour. Imagine your 84 year old Mother who is going through chemo to be treated like this! Shame on you Lima's Travel..... read more