I really wanted to give them five stars, but they ruined it at the end.
We purchased five first class experience tickets. The checkin and boarding was amazing. They have complimentary coffee and pastries at the train station which was a nice surprise and wonderful for a family like mine as we are always early. They board the train in groups and in an organized order. Our seats were super comfortable, and the service is amazing. They give you a fruit, granola, yogurt dish and breakfast torta on your drive there. You have amazing views as you drive from Guadalajara to Tequila. Of course, they are constantly serving tequila on the train, and there is a full open bar to walk to as well. Arrival is nice, and the tour is nice. Nothing amazing as the tour guide was a bit lost, and his English was subpar - especially since they pride themselves on having an exclusive English tour. The worst begins when the tour is over. The guide told us to meet him at a certain time in a certain place. He was not there. Our group was and I volunteered to go hunt. I never found our guide but we found others with the same spanish group and was told that we don't have to meet but we were supposed to see a show. We missed most of the show because we were looking for our guide. Then the girl I found that was guiding me to see the show and then meet her, disappears. She had told me to walk up the hill to the busses. We did. She never came. I walked back down and found her chatting with her coworkers. Once she saw me she said "glad you came back. we have to go the other way". So I had to hike up the hill and tell the group to come back down. She never ONCE apologized. I started to get impatient with her, so I started trusting her less and verifying more. Which bus, what color is the bus, what time does it arrive....and she was not pleased with my questions. She told the group that the bus was 10 mins away and anyone that had to use the bathroom had to go now. So the group dispersed as some went to the restrooms. As soon as they left, she started yelling "get on the bus now, the bus will leave in 5 mins". This was the same bus that was standing there the entire time and she said our bus was 10 mins away!!!! Boy, did she upset the remaining guests. We all decided to get on the bus and hold seats for those that went to use the facilities.
The bus ride back was comfortable, but once we arrived at the station, she asked everyone to get off the bus. I asked her to turn on the lights so we can gather our belongings, she said no she cannot. Everyone got off the bus but I was still trying to find my belongings in the dark. She started to move the bus while I was still on it. I jumped off. And because of her rushing and refusal to turn on lights, my husband's sunglasses got left on the bus. No matter how many times the hotel or myself called and emailed, this company refused to help. It is sad that such a nice day had to end so negatively. But I cannot support a disorganized and dishonest company. read more