They were late getting us to the hotel, took us to the wrong hotel. They then didnt pick us up to go back to the airport. They refused a refund. Terrible experience. I had to pay for a cab. read more

Horrible people. Paid for shuttle service to and from our airport. No one was there when we arrived. Had to pay over $100.00 for shuttle to the hotel. When we were ready to leave they said shuttle was book and hung up. Please do not book through these people. Could care less once you pay them. A number of other activities were scheduled. Never a word. Scam, scam, scam!!!!! read more

Venado's Baseball Experience Our family of 12 booked a baseball game package through Nexus in Mazatlan for Dec 11.... We asked for the Saturday night game but was told they only were going Sunday so we took that as our only option. We paid a large amount in comparison to just going ourselves but because we had 6 kids with us we felt it was a better option at the time. We were told our seats were the first few rows directly behind the catcher (they were actually past third base a few rows up) so that was very disappointing. We were also told we would get a tour of the stadium and field as well as meet the team before the game.... NOT TRUE! We did get to go out onto the side of the field for a brief picture opportunity upon arrival but no tours of anything were given and one player came out to greet us and for another brief picture opportunity (who didn't even play that game). Then we found out that every kids had FREE entry to the game with a paid adult as Sunday's are family days, yet we weren't given a discount for such. When we talked to our representative about this he claimed it was for locals only yet it was advertised on the Official Vinado's website and their Facebook page! So we basically paid an exuberant amount for the kids to have a pop and some fries (or a personal sized pizza) and the transportation. DEFINITELY NOT WORTH IT! The game was amazing and we will be back again one day BUT NOT WITH THIS GROUP! We will be going on our own for a large fraction of the cost. We were very disappointed in the feedback from Nexus when we asked for a partial refund for the kids as their entry was free that day and we even had to show them the website and Facebook page ourselves from our devices and still got nothing. WE WILL NOT CONSIDER THIS COMPANY FOR TOURS IN THE FUTURE!! Another tip for Nexus.... Keep the camera and video content down. We did not enjoy them in our face while we were trying to watch and enjoy the game. read more

Nexus had asked us to contact them 48 hours before our pickup, from our hotel for a trip to the Cancun Airport. Which we did. I asked if they could come earlier, and they said "no es possible, senor", we'll be there in plenty of time and you'll catch your flight. We confirmed pickup from the hotel, which would have allowed more than enough time to get to the airport, check luggage and go through security. We were asked to be waiting 10 minutes ahead of time, which we did, like good little cooperative tourists. And we waited, and waited and waited. One-half hour later there was STILL no car, and no sign of it coming up the hill to the hotel. By then, we were frantic about getting to the airport for our flight, and luckily, there were taxis in front of the hotel, so we hired one but......too late!!! We missed our flight!!! THE CAR SERVICE NEVER SHOWED UP. WE DID NOT HEAR FROM THEM, despite having pre-paid the round trip (A mistake I won't make ever again). They didn't respond to our texts or our phone calls and were totally unresponsive. Had the driver shown up on time, we would have made our flight, and this post wouldn't have been necessary. I don't want to hear excuses about traffic, other customers or anything. This company completely ignored our needs, took our money and didn't do what they were hired to do. Unprofessional AND incompetent. We would NEVER recommend this company to anyone. We had to book a flight for the next day, pay for a hotel room for the night, and to make matters even worse, fly into Newark Airport (2 hrs from home, plus +$25 in tolls) rather than JFK, requiring even MORE $$$ and time to be spent to get back home. All because of a company that didn't care enough to get to us on time. read more

I wouldn't even give this a one. This company only cares about money. The tour should have been canceled. We had no idea what the waters would be like as we pulled away from the dock the captain informed us the waters were rough as a tropical storm was forming. He said we would not be able to go to the places we had PAID for. The entire boat became upset as we paid $130 per person. They should have canceled the tour. The water was dangerous to be out on. They took us to to see basic beaches. Something we already had done for much less. Taking my family for snorkeling was the scariest part. Waters were so rough and he did not have enough life jackets. I couldn't even believe my ears. Not enough life jackets. He had noodles. Like the ones you us in a pool. Not in the middle of the ocean. Especially when the waters were rough. I was never so afraid to be on a boat. The captain never helped people on and off the boat. We went to lunch and he didn't even pull up to a dock. We all have to jump out of the boat with our belongings and swim to the shore. Cover ups and phones were soaked. So crazy. Someone cut himself and the captain didn't even have a bandage so he just sat there and was bleeding all over. I was shocked. I will never use this company again. Go to captain Alan's. He was honest and told us he was not going out this week due to the weather. This place kept on booking people. If they would have told us in advance we would have done something on land instead. Of course they didn't refund or charge any different even though nothing about the trip was what we were told it would be. Run away fast. Do not do this!!! You can see the beach's on the tango. Read less read more

Very helpful when you get to the airport, look for the people that's wearing orange shirts and they'll help you. From there you're on your own cuz' they will not answer your calls. 1. My tour to Chitchen Itza, these guys only do tours Tuesday and Thursdays. Don't purchase this if it's a weekend. 2. Driver for the airport was LATE. 45 minutes late to be exact, this guy told customer service that there was traffic but I didn't see ANY. I didn't tip him at all that's how angry I was. 3. I didn't get my ride to the tourist zone, they said I don't have time. ( I called a few days before) Rude, Lazy, and a rip off. Will never use this again at all. Booked through vacation express and these people still have yet to give me my refund and promised vouchers for the issues with these guys. read more

Waited 1 hour and am still waiting for a hotel transfer at the airport. Don't know why marriot is associated with them.

My husband and I visited Saint Marten and booked the island tour offered through Nexus tours. The morning of the tour, my husband was feeling nauseous and asked the tour driver if the driving would be curvy and a lot of up and down. She told it yes. He did not think it would be a good idea to go on the tour, he didnt want to stop the tour to throw up in front of the other tour guests. He tried to get his money back, and was told NO since he didn't cancel prior to 24 hours. He wasnt sick prior to 24 hours. Nexus got a n extra $65, my husband got nothing. read more

We paid in advance for roundtrip airport transportation for 9 ppl- 2 different terminals. At drop off we were taken to one terminal and assured this was the terminal for both airlines. Once we unloaded and walked into the airport we realized this was not the case. The company has refused to acknowledge that they were paid for a service not completed. We had to pay another shuttle to get to the correct terminal as it was too far to walk with luggage and the risk of missing our flight. I asked them to refund only the amount that had to be paid to the other shuttle and they've stopped responding. read more

Hello, my family and I booked a luxury boat tour while vacationing in Cancun. We were waiting in the appropriate space for about 15 minutes and no one acknowledged us. We went to the sales rep who stated the van left. We were not aware and no one helped us to locate the transportation. We have missed the tour and request a refund. read more

Arrival 11.19.2021 Upon arrival it was hard to locate the actual company because there wasn't any clear identifier (no sign or shirt). When finally locating the business, we waited an additional 45mins to depart the airport. Our destination was approximately 58minutes away. We landed at Cancun airport at 4:07p.m. We did not reach Hard Rock hotel until 7pm. The following day we attempted to book our shopping trip and could not locate any representative for Nexus in the hotel. We called the customer service number in which we were placed on and off hold for 1hr and was hung up on several times. In addition to our wait time the Travel agent also contacted the company and was online with them for over 1.5hrs. Once we finally reached a delegate we were told that we need to book in a 24 hr time frame. Our stay at the hotel was 19th-22nd. We could only book for Sunday due to arrival and departure times. In no way was Nexus accommodating. We expressed this to the Customer service rep and reported the importance of being back within 2 hrs in which she responded, "that's fine and to alert the driver." Shopping 11.21.2022 The following day (Sunday) we were met by the driver in which he conveyed the trip was 4 hours. He was also late 20mins. This particular time he alerted Hard Rock staff of his tardiness and we were contacted. We asked if he can pick us up in the allotted time we explained prior to booking the trip and he responded "No". He did not take us to Playa del Carmen and because of the inconvenience we were forced to get a taxi ($50 roundtrip). Departure 11.22.2021 The company arrival time was 10:30a.m.This was again, not on time. We were sitting in the lobby while one of us checked out the Hard Rock. Our belongings/luggage was ALREADY OUTSIDE with staff as we waited for this company. If someone was indeed waiting for us they could have simply said our name and we would have heard this announcement. That did not happen. We checked out and inquired about our transportation in which we were told that the company left. Nobody alerted us. As mentioned prior to this date, the company should have communicated as before by alerting staff or calling the phone number that was on file. AGAIN, we were forced to get ANOTHER taxi ($65) taxi #2309 so that we were not late to depart Riviera Maya to arrive at the Cancun airport. This experience was a total disappointment from start to finish and will not be recommended to anyone. We will also make sure a review will be entered to all major travel agencies and the BBB. read more

The night before our tour my daughter had covid symptoms (fever, vomit, bad cough). Instead of exposing everyone on the tour, we did the right thing and stayed at the hotel. They said that without 24 hours advance notice (when she wasn't even sick) and a doctor's note (because we could totally see a doctor at 2am at our resort???) they would not give even a partial refund. We would have been happy with a partial refund, or refund with a large no show fee, but apparently they would rather force everyone to get sick. read more

terrible service. if i could give negative stars i would. i am so upset. we arrived to cancun mexico after a 5 hour delay flight due to aircraft complications to then wait 4 more hours for this company to end up never finding us a van. your associate has the audacity to tell us that there is no reimbursement if we decide to go with a different bus. mind you, it is now 9 pm i am currently in a different van because if i would have continued waiting we would have had to sleep at the airport. rep gave us false info false help and it was absolutely disrespectful and unacceptable. he constantly said "on its way on its way" it. never. arrived. i am expecting refund and i will absolutely not be taking your service for the date of our departure. you are a disaster. and will most likely make us late to our flight. they do not pick up their phone, they do not answer messages. we are exhausted and there was absolutely no consideration. read more

Only giving one star to start this review. This company booked our reservation to Tulum and never picked us up from the resort. They stated they should not have booked our tour for the day as it is only one day of the week. But that was after making 5 calls and being on hold off and on for 2 hours. They need to upgrade their system or educate staff on when their tours take place. read more

Most horrible experience waited more than 2 hours for the bus at cancun Airport, we had babies,children diabetic patients, it was just unbelievable, nexus had only 1 rep at the airport helping hundreds of passengers, not recommended at all. read more

Absolutely terrible customer service. They are great until you purchase something and then it all goes out the window. Our tour was cancelled because of weather and they gave us the complete run around to get our money back. We paid in cash and they didn't have a way to return our cash because no one else paid in cash yet for that day. read more

I used Nexus for 2 transfers while visiting Cozumel this past October. The first transfer was from the Cozumel Airport to my Hotel. Upon our arrival at the airport and exiting as indicated on our documentation, no one was there to greet us with a sign or even a shirt with the company logo. As it is always hectic at this airport if you don't have a ride ready, we had to sit through a dozen people constantly asking us if we needed a ride for 1 hour and 10 minutes until someone finally appeared. The second transfer was from the Playa Del Carmen Ferry Port to the Cancun Airport. This time, they indicate that they showed up, did not see us and left. Since we were there and they did not provide any signs with our names or details on where to pick us up, it was pretty convenient to say that we missed them. I have been able to read my name for about 50 years so if it was on a placard I am pretty sure I would see it and say "Hey, that's me". They of course did not refund or discount any of this poor service so I won't be using them going forward. My phone was out of whack so having a sign, which is the basic customer service tool for a car service, would have really been helpful. I cannot speak to any other service this company offers but my transfers were not very professionally setup and caused unnecessary waits for me and my party. I believe in second chances but not thirds. I'll try someone else next time. read more

if i could give them 0 STARS i would! DO NOT BOOK WITH NEXUS TOURS!!!! to begin our day, we were immediately questioned because the person we booked our tour with didn't turn in any of the paperwork for our excursion to Chichen Itza. then after waiting for an hour on a bus we received wristbands for half of our group, explaining Nexus "recently changed who they charge with," yet the rest of our group didn't receive wristbands until they were separated from us at some bus station in the middle of nowhere. not to mention for a tour with a minimum 2 hour bus ride, they LOCKED THE BATHROOMS on the bus! i'm writing this review on the bus, we haven't even arrived to our destination yet. lord knows the trouble we're going to have getting back on the bus after our tour today. read more

Wow!!! Amazing!!! We buy a $540 dolphin tour and are told everything is included. When we get to the location, which is 20 minutes away( transported by the tour car ) we are told we have to pay for transportation back to our hotel! WTF??? So if we don't have money what happens to us? Are we stuck in butfuck Egypt with 3 kids?? After I contact Nexus at our hotel we are told that the rep that sold us the tour is gone for the day and we'll just have to speak with him the next morning when he's back. Amazing service? I think not especially for the price we paid! read more

These guys F$!&?!$ suck. They will buckle and dime you for every single thing. Their workers will act hostile when not tipped but it's already expensive tour. They also don't do refunds and watch out for their hiding fees. read more

I booked an excursion to mandala beach club in Cancun with Nexus from the Royalton Riveria Maya. The transportation to the rooftop of the royalton cancun and supposedly admission and open bar at mandala nightclub. However, the fast talking sales person failed to discuss that no food would be provided at the royalton Cancun or mandala and that we would have to find our own transportation back from cancun. I did not pay for the excursion up front and wanted to cancel but nexus didn't want to allow me to cancel. They basically tried to force me to go read more

We asked for the Tulum trip at Playa del Carmen. I told the guy I didn't want to spend TWO HOURS in a bus since we want to take advantage of our time. He recommended this tour since it was only 35 minutes from our hotel. Super expensive but worth it, right? We've spend now TWO HOURS in our bus PICKING UP PEOPLE FROM HOTELS and we're already late to the start of the tour. Maybe they should be more honest about the tours and not abuse tourists (I'm Mexican so I should've known better) and treat them with respect because this is absurd. I will definitely won't be hiring them again, ever. read more

I traveled to Punta Cana a few days ago and my transportation experience was horrible. When me and my sister arrived to Punta Cana the nexus staff didn't even have my reservations information and showing them my reservation info still didn't get me a ride to the resort. After about 1he 1/2 they found me a ride with a different transportation company that's was not FREE. Two days prior to traveling back home I tried confirming my transportation early do to my previous experience days ago. The nexus employee who was stationed at the resort informed me to back the next day and final i came back the day before and he wasn't even there. I went to confirm the morning of and was told that transportation will pick me up at 10:15am but my reservations indicated a pick up time of 11am. These people are unorganized and unprofessional, after I paid my money to their company they treat you any kind of way. oh and they have poor communication. read more

No premium drinks as promised. Snorkeling was done in five foot waves so uncomfortable. Food wasn't good either.

We took the Chichen Itza tour. The two guides knocked themselves out providing water, snacks, booze, etc. The bus was clean and comfortable. We knew it was an all day tour. The reason I'm giving it 2 stars is because the tour guide talked WAAAAAAAAY TOO MUCH. He first spoke for at least a solid hour on the bus. It verged on abuse. The Spanish translation was always 1 minute to 90 seconds. The English was 20 to 30 seconds, which was actually pretty hilarious. But he never shut up, and he's drawing pictures of the parking lot, a very small parking lot, instead of telling us what we would be seeing at Chichen Itza. Also, nothing has AC that you visit. The restrooms were stifling. The bus had AC, but nothing else. They need to train their guides! Very well meaning, but omg, stop talking SO MUCH. read more

I would like to give ZERO star if I could. After travel to lots of countries and use uncountable transfer services, this is the WORST I have EVER HAD. I booked a one-way trip from Cancun airport to my hotel Royalton Suites(yes, they recommend this one.) And I did not see any Orange shirt guy which the Nexus said very easy to identify. Then I wait. Waited for over an hour. A guy said the car is arrived and did not see us and he just left. Hhhh. And stupid me booked another transfer from my hotel to airport. This time I successfully MISSED my flight. I booked for 10:45. The car is at my hotel for half past 11. Great! The driver told me this should not be him providing services for us. This is a last minute call. Amazing isn't it? I will never ever book this shitty awful service company. :） read more

3 strikes and I'm finally done with Nexus as far using Nexus for my transfer needs. I've been a Travel Agent / Advisor for roughly 12 years and have been traveling internationally for more than 25 years and I have finally had it with Nexus and their no shows / showing up on the wrong day / date. Within the last 3 years, Nexus has not shown up for my return transfers in Cancun (Playa Del Carmen area & Rivera Maya area) twice and today while in Cabo was strike #3. I had a split stay at 2 different resort (Le Blanc Resort & Hyatt Ziva) while here in Cabo. Nexus showed up a day early at my first resort to take me back to the airport. I explained that I'm here for 3 more days and my transfers will be from the Hyatt Ziva on September 12. I also called VE to reconfirm everything as well as contacted Nexus in destination number to also confirm. I received confirmation via email that everything was good. My pickup time was set for 9:15 am. My wife and I was in the lobby at 9:00 am. At 9:50 am nobody had shown up. I called Nexus and was put on hold for 30 minutes (before getting disconnected) while some was checking on the wearabouts of our transfers. Called right back and this time made the representative write down my contact information incase we get disconnected again. After being on hold for about 25 minutes the called disconnected again. Next I contacted VE in destination emergency number was advised to go ahead and take a cab and get a receipt for reimbursement. Being an experienced TA, I had a back plan just in case Nexus didn't show (which they didn't) but I would hate for my or anyone's clients to have to go through this, especially when it happens quite often. read more

I'm strictly writing from booking an excursion we purchased after having booked our trip through a related agency, Vacation Expeess. Manuel with Nexus booked our trip to Isla Mujeres - he was so helpful and answered all our questions. I would definitely recommend using them if you're thinking of going to the island from Cancun :) read more

Hello I booked a transport service to transport my friend and I from A hotel in Cancun at the end of May. Not only did no one attach the voucher in order for me to register and select the time of pick up the transport service arrive to my hotel at 8:45 this morning and left without letting me know. I would like a refund. I'm highly disappointed in your transport service credit and I will never use you guys again. I have the email confirmation noting that I had paid for the transport service. However no voucher was attached nor any sort of instructions to detail how I should go about registering for time of pick up. This is very poor service and I've never experienced anything like this until I came to Mexico. I had to pay for another taxi service which is an additional expenditure that I was not anticipating. Please send me a refund promptly by the end of the week. Nobody has gotten back to me. I have been blatantly ignored for over a week after reaching out to the manager as well as to the customer service via WhatsApp. This is highly unprofessional and unacceptable. read more

We traveled to Cancun from 9/9/21 - 9/14/21 for my birthday and we reserved Nexus Tours for private transportation from airport to our resort on 9/9 and then for a return ride to the airport on our departure day on 9/14. The day before our departure on 9/13, we received a text that we were being picked up very early, to get the airport 3 hours before our flight. The second we read the text about the pick up time, we replied asking to change the time, etc., and it seemed almost like auto text replied back every time we text them. So I called and a female employee answered, I explained our situation and then I was placed on hold. I stayed on the phone forever on hold and then was hung up on. We ended up paying for a taxi to drive us a few miles to the airport to arrive 1.5 hrs early. It was not busy at all (which we knew, as we travel a lot) and we still waited around for an hour. After we got home, I emailed Nexus Tours customer service, asking for only half of a refund (because the ride upon arrival was fine) and after several emails back and forth, they still refused to refund us $39.09. WORST CUSTOMER SERVICE EVER! I will never use this agency for ANY service again. read more

in august i was at royalton riviera set a tour for 2 20 yr old payed for each one to ride the 4 wheeler when they got to location they where told no it was not paid for thats not what the receipt says . when they came back and told me i went to office to talk to the sales man omar gomez he said oh no he doest know why it happened i asked for some money back he gave me a hard time would not refund a cent be very careful give cash and read your paperwork !!!!!!!!!!!!!!!! don't walk away without reading everything........... read more

DO NOT USE THIS COMPANY!!!! Absolutely terrible customer service. Our transfer was cancelled THE NIGHT BEFORE WE ARRIVED. I'm still waiting for my transfer to be refunded. No one will contact me back. Please don't use this company. Save yourself the money and the stress. read more