The company was able to rectify the problem and provide me with a refund but it still does not change the fact that I paid for a service for the convenience of it and was still inconvenienced. read more

My friend and I were traveling to Punta Cana and booked round-trip transportation in advance specifically for safety and convenience, since we were two young women traveling internationally alone. When it was time to leave the resort, our transportation was scheduled for a 12:00 PM pickup. After waiting about 10 minutes and noticing none of the drivers were calling our names, we reached out to the staff for assistance. That's when we were informed that our names were not listed for the 12:00 PM pickup time. After finally getting in contact with customer service, we were told that our car had actually arrived at 11:00 AM. However, we never received any notification, email, call, or message that our pickup time had been changed. The customer service agent simply told us there was nothing they could do and suggested we book a taxi instead. This situation was extremely frustrating and stressful, especially considering we intentionally booked group transportation for safety reasons while traveling abroad read more

Terrible service, poor communication, and very misleading. We bought a golf package for two. We asked if we had to pay extra for equipment such as clubs, and they said "no, it is included." It wasn't included. $250 just to be drove to and from the course, greens fees and golf cart rental. The clubs were an extra $120. This was for two people. We asked the reps the next day and all they could say was no, even after pointing out their stupid misleading brochure. read more

NexusTours - Not ACTUALLY included - Travel Services Near Me - Cancún, ROO

Costa Rica do not use nexus tours do not book with Eduardo nice while he is trying to get your money and up grades upgraded to private transfer to airport after we paid / driver 45 mins late Eduardo rude tell us that's just how things are would not call or check on driver arrange a different driver etc. read more

We booked a catamaran trip to Isla Mujerus with a Nexus Tours rep at our resort in Cancun. The trip was scheduled for the following day with a 2:30 PM pick-up. However, our ride never showed up. We found a different Nexus rep, and he noticed that the pick-up resort on our reservation was a completely different resort. That rep tried to help by getting us a taxi to the boat, but the boat left without us. So, we had to take the taxi back to our resort. When we arrived, the taxi driver told us that Nexus only paid for one way, and we had to pay for the return trip. We lost the majority of a vacation day, and $50.00 for a taxi ride, all because of the Nexus rep's error. We were able to reschedule our trip for the following day. However, we felt that Nexus should reimburse us for the taxi ride and provide a partial refund for the lost vacation day and inconvenience. As of this review, they have failed to do so, and keep telling us that they're looking into it. Be careful when working with Nexus Tours! read more

This is my third time using this Nexus and they always provide top notch service with fast transport to the resorts and excursions. They drivers usually provide you with water and air conditioning which is always a plus by the time you get to them. IYKTYK. Whenever I have a choice I will always chose Nexus Tours. Thanks you all from DR. to Mexico I have never had a bad experience. read more

NexusTours - Travel Services Near Me - Cancún, ROO

We had a 7:39 AM departure flight from Cancun back to Houston, Texas. The evening before, I booked a private transfer from our hotel to the airport. I emphasize private transfer because the van did not need to stop anywhere or pick up other passengers -- they only needed to transport us. The driving distance from the hotel to the airport is approximately 20-30 minutes, and security at that time of the morning is basically nonexistent. When you book a trip, the system asks for your airline, flight number, and departure time. It then decides for you what time it wants to pick you up. In our case, it scheduled pickup for 4:09 AM. This is way overkill. With that pickup time we would be sitting at the airport for over three hours. I called customer service and asked if they could move the pickup to 5:20 AM instead. That would still get us to the airport before 6:00 and give us 1 hour and 40 minutes to get through security and reach the gate -- which again is basically nonexistent at that time of the morning. They refused to change the time. We arrived at the airport around 4:30 AM, got through security in about five minutes, and then had to sit at the gate for three hours before boarding. It would have been much better to just call a plane taxi or an Uber. It was ridiculous that they would not work with us, especially considering they charge $65 for the transfer. Hopefully I don't fall asleep before our plane actually departs. I will not be using their service again. read more

Very pleased with my private transfer on-time and professional. we totally recommend and will book again in the future

Worst company. Paid for return airport transfer. Day came, I found the rep. Ask him when the shuttle bus is coming and he basically said because we did not respond when they tried to contact us so no shuttle has been arranged. Then he got very annoyed and gave me attitude when I ask for his help. 11 of us were stranded at the resort. Thanks a lot read more

Good price and poor service. We waited a long time at the airport for out pickup and worst of all we booked a roundtrip transfer to/from Cancun for an excursion and they didn't show up for our return trip. That cost us an extra USD120 for a taxi. I don't recommend Nexus. read more

Waited over an hour for reserved transportation. It's very unorganized. If you have to be somewhere please book else where. You will definitely be waiting over and hour it's not worth the $26. Horrible service and communication read more

They did not deliver what was promised. I paid $175 for excursion. At the time of booking, I was promised that it didn't involve a lot of walking, which I found out was a lie. At the time of booking, I informed the Nexus Representative that I had issues with my feet and I could not walk for long periods of time and he promised me what he recommended would be just right for me. I contacted Nexus via email several times regarding my disappointment in the service I was provided and requested at least a partial refund, which I never received. After several months of communicating back and forth, I was told they were waiting for final approval on a partial reimbursement. However, after following up again, I was informed that they decided not to give me anything. They are SCAMMERS!!! read more

We used Nexus before when traveling to Mexico and opted to do it again. I booked online days before and received a call to help finish booking which I appreciated. The shuttle was round trip and cheaper than anything here in the states. We did a shared ride round trip for 83.00 for 2 people which was a great price. They immediately emailed a voucher to show once I arrived and communicated via what's app. Pro tip: walk through the airport past all the vendors trying to sell something. Walk all the way outside to the orange shirts and tell them you have a shuttle booked. The other vendors will try to book you. There was a little confusion and lot of discussion about who would take us. We didn't care, we just wanted to get there. Ended up with no one else but us so we got directly there. The ride back was simple, they sent a message the day before that our pickup time was 205pm. I didn't have to do anything, it was automatic. They usually tell you to reach out to them but I didn't have to. We waited there in the lobby and a van picked us up with 4 other people and we were on our way. No other stops just straight to the airport. One couple was already on the bus from another hotel. The only thing I didn't like is they will bug you to book other stuff and try to get you to take tours. Just say no and move on. I recommend them. Perlita checked us in and stayed with us until we got a driver. Jaier got us to the hotel in one piece. read more

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These guys are absolutely unreliable and I've had a horrible experience with them even after being loyal and having used them repeatedly. They had missed a crucial pick up TWICE, one was for the airport. On talking over with their support team, they agreed it's their fault and asked me to take taxi which would be reimbursed. I got a receipt from my taxj, created a case, followed up multiple times (2+ hrs on the phone) and they always come back with - "our records state that this was marked as a no-show i.e. the driver showed up but you were not present". Absolutely ridiculous!! NEVER use them read more

Don't bother... Get Your Guide or Viator are better tiered. Nexus lies about 24/7 customer service and late ground transportation is standard. Their app and web are not synced. read more

Would give zero if i could! Currently still waiting on them to "investigate" their driver never coming to pick me up from the airport and it's going on a month. I booked for them to pick me up and take me back to the airport. When i arrived I called their customer service line multiple times and multiple representatives told me they was there or call back in 10 minutes if they dont come. They never came and representatives on the phone started hanging up on me after almost 2 hours waiting for them I had to take a taxi to my resort. They also never took me back to the airport which I paid for and still no refund for either service that wasn't provided to me. I have reached out multiple times and just get back that they are investigating, Don't not recommend! read more

We sat down on the bus at 10:43Am and it's currently 11:53Am and no one is responding our questions to when we're leaving. Patience wouldn't be an issue if this bus wasn't crawling with roaches. We have seen minimum 3 in the time brains here. This is absolutely disgusting and I'm never going to come back especially with this bus service. This is the worst experience I've ever had to the point where I had to create an account for this review. read more

NexusTours - Dead roaches - Travel Services Near Me - Cancún, ROO

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do NOT use this company. we booked an excursion and paid for it on line in Huatulco. They never showed up. all attempts to get a refund have been unsuccessful. the hotel rep said too bad. should've booked in person but acknowledged it's the same company. so it's a Fraud. read more

I booked last-minute transportation (the day before arrival) from the airport to our hotel, Royalton Splash, through Royalton's recommendation. Booking was easy, I was able to add my flight information and request a specific pickup time. We located Nexus at Cancun International Airport fairly easily - they're easy to spot with their bright orange shirts. After checking in, we were brought to our vehicle for a private transfer. Our driver and check-in person were both very nice and helpful. We were driven directly to our hotel and helped with our bags upon arrival. Our driver did not try to sell us any additional excursions. For our return trip, we had an early-ish flight home. We requested a private pickup for 8:30 am, and our driver arrived by 8:15. Checking in with him was easy - we had already confirmed through the Nexus app the day before. Once he scanned our QR code, he loaded our luggage and drove us straight to the airport. It was a very smooth process, and we did not have any issues. We also booked an excursion with Nexus through our hotel for a day at Isla Mujeres. We left on time, the excursion was great, well structured, we arrived back at our hotel at the scheduled time, and it was a highlight of our trip. For our first family trip in Mexico, we felt very well taken care of and safe. We would use Nexus again after our positive experience. read more

Terrible Experience with Nexus Tours Los Cabos - Extremely Unprofessional and Unreliable As a travel agent who regularly books through Vacations Express as a Star Agent, I am extremely disappointed with Nexus Tours Los Cabos and their lack of accountability and professionalism. My clients were staying at RIU Baja California and spoke directly with the Nexus Tours representative on 10/29/2025 to confirm their airport transfer for 11/4/2025. The rep confirmed this date and time -- yet Nexus' internal system showed 11/1/2025 instead. Despite my clients speaking with the representative again on Saturday, 11/1/2025 (their supposed pickup date) and even purchasing a $275 excursion on 11/2/2025 through Nexus Tours (a full day AFTER the alleged transfer date), no one from Nexus flagged the discrepancy or mentioned that they had already "missed" their airport transfer. Now, Nexus is refusing responsibility and telling my clients they must pay out of pocket for a taxi to the airport, even though they clearly confirmed the correct return date with Nexus directly. This is unacceptable and unethical. It's outrageous that Nexus had no problem taking their money for an excursion after the missed "transfer date", but refuses to stand behind their mistake regarding the transfer confirmation. I will never book with Nexus Tours again, and I strongly urge other agents and travelers to avoid using them if you value reliability, communication, and customer service. Tonya Edmond No Regrets Travel Agency read more

Ulysses was an incredible tour guide and our whole experience was exceptional! We highly recommend booking the Private Tulum and Cenote tour. Seriously it was the best experience ever! read more

I booked Nexus for an airport transfer on July 15th and had one of the most frustrating customer service experiences I've ever encountered. I arrived at the hotel lobby 15 minutes early for my scheduled 11:25 a.m. pickup and waited in a clearly visible location. Despite checking in with a Nexus driver twice, no one identified themselves as my shuttle. At 11:27 a.m., I called the office and was told the shuttle would arrive "in a moment." Minutes later, still no contact. When I called again at 11:39 a.m., I was placed on hold--only then did someone finally call my name. The driver claimed he had been there all along but never approached me, refused to take my bags until I checked out again, and shockingly handed me "no-show" paperwork even though I had been waiting in plain sight the entire time. This was stressful, unprofessional, and completely unacceptable. I sent a detailed email to Nexus on July 16th requesting an explanation, an apology, and recommendations for improving communication and training. As of over two months later, no one from Nexus has responded. This company clearly does not value its customers or take responsibility for its service failures. If you are considering Nexus, I strongly recommend choosing a more reliable provider. read more

For our first trip ever to Mexico. We booked through WestJet and they set us up with Nexus tours for private round trip from airport to our resort and back. I was thinking one less thing to worry about. Were we wrong. It's all about first expressions, we found the orange shirts staff with no problem. We said our greeting and the friendly gentleman scanned our QR code and said to us that we have a private transportation to our resort and will be right here shortly. Fantastic we said... After standing in the direct sun and heat for over 45 minutes with no place to sit ready to pass out, (we are seniors) as well from a long flight. I went to locate the gentleman that greeted us when we arrived. He tells us he is still trying to arrange transportation for us. I'm thinking our ride should have been here waiting for us. Not us waiting for our transportation to our resort. They had our flight schedule so they knew when we would be arriving. Our transportation finally shows up with no bottled water to offer us. Why did we pay for private transportation and no water offered. Will not be doing that again!! Finally arrived at our resort around 4:30 - 5 pm about, after waiting 45 minutes then a hour drive to our resort. Thank goodness our resort offered us something to drink, by then we were parched. Our pick up went way better!! The driver for our private transportation to the airport showed up a few minutes before the scheduled pick up. We were already waiting he called out or name, we said our greetings and scanned our QR code, Put our luggage in the back. The driver got us to the airport in no time at all, was friendly and explained which roads he would be travelling on to the airport. Fantastic departure! Would have liked to give 5 star, but again it's all about first impressions. Our first impression was not good at all. Haven't decided if we will use this service again. read more

Review of NexusTours - Punta Cana Airport Transfers We booked roundtrip airport transportation with NexusTours on June 11, 2025, specifically requesting a Deluxe Private SUV transfer between Punta Cana Airport (PUJ) and Dreams Cap Cana for our trip on August 16, 2025. The price was fair, and we made it very clear at the time of booking that we would be using VIP Services at PUJ, which provides a private exit where our transfer company has always picked us up in the past. We even notified NexusTours ahead of time, just as we've done successfully with other providers (like Transekur), so there would be no confusion. Unfortunately, our experience with NexusTours was nothing short of a disappointment. Upon arrival, after waiting nearly 30 minutes inside the VIP area, we were abruptly told that our SUV would not be allowed to meet us at the VIP exit. Instead, we were escorted out through the main exit--a crowded, chaotic mess that we've intentionally avoided on all seven of our previous trips to PUJ. This was completely contrary to what we had arranged and paid for. To make matters worse, communication was disorganized and frustrating. After being led outside, our luggage handler called the driver, and we were told to move back to the VIP area--only for the driver to turn around again, forcing us back to the crowded street. It was a frustrating back-and-forth that wasted our time and completely undermined the point of booking private transfers with advance instructions. To be fair, both of our actual drivers (arrival and departure) were excellent--professional, safe, and courteous. The failure here was entirely in logistics and execution. We booked a premium service with clear instructions and expectations, but NexusTours failed to deliver on even the most basic of them. If I wanted to exit with the crowds and deal with confusion, I would have used the Amstar transfers that were already included in my travel package. I paid extra to ensure a seamless VIP experience and instead received a frustrating and stressful arrival. This was my first and last time booking transportation with NexusTours. I will not be using their services again and would strongly caution others to look elsewhere for reliable private transfers in Punta Cana. read more

We booked airport transfers for round trip ride to and from the airport in Cancun. DO NOT USE!! They are awful and could care less. Driver was late to pick us up, provided barcode, email/text confirming pickup. He didn't have our names!! We waited over 30 minutes before grabbing a taxi. There is absolutely no customer service at this company. Several friends/family experienced similar problems after pre-payment.... read more

Shady employees will do you dirty. They sold us something that didn't exist & then had to report to CC company for reimbursement.

I could not have a more negative review of this service: we booked through the Nexus app at the suggestion of the hotel. You cannot choose a time, but you enter the time of your flight and assume they will assign you a time. Our flight to USA was 148pm and they assigned a time of 12pm! Completely inadequate. After multiple confirmations and reassurances I was told we were moved up to a 1020am bus, as were many others. We waited and waited: and the bus never arrived. The company said they could not locate the driver, it just didn't happen. People scrambled for taxis and some went on a later bus which was cutting it too close, since the airport was extremely busy. I emailed them for a refund but they never responded and I think they never will, completely inadequate service. As further followup, after submitting all evidence of the failed ride to them, they told me that I was lying and that the driver did show up, and they provided no refund, which tells you how they value customers. read more

Terrible customer service and a complete scam don't waste your money. I booked transit to and from the airport. They left me stranded without any options. read more

We got private transportation to and from our resort! Drivers were very friendly! Felt safe!

Was referred to them by Royalton Splash for transport to and from the airport. Upon arrival they were an hour late and told us to take the public bus rather than the private car I paid for. They said they'd have to investigate before issuing me a refund. No follow up , no refund. read more

Talk about a front. The agent who booked our tour, Cesar, was very amiable. Then NOTHING when the issue occurred. We booked a tour for four and charged immediately for payment. Within one hour, we received communication from said agent that transportation was unavailable and we would not be able to take the tour. Though disappointed and confused, we understood and was told that a refund would be issued that day. No refund was issued then, nor in the SIX WEEKS I have been in contact with the organization. Further, the customer service for issue resolution is atrocious. If you call they will hang up on you or refuse to answer your call multiple times. Do not book with Nexus Tours Cancun. read more

Fraud company. They take your money and don't supply services. They are useless and don't know how to function in society.

We booked December vacation in Mexico in July. We picked return flight from Cancun at 1:30 pm on December 18, 2025 with arriving to Toronto at 5:30 pm on the same day and received booking confirmation from redtag.ca. On November 26, 2025 we received e-tickets with flight WS2777 from Cancun at 10:15 PM on December 18, 2025 and arriving to Toronto at 2:16 AM on December 19. They moved flight departure time for 9 hours! Check out time in hotel is at 12pm. Imagine sitting in hotel hall for 7 hours and another 3 hours in airport. On top of that we got home not at the evening of December 18 as we planned, buy at 3 am in December 19 and in the morning had to go to work. That is NOT what we booked originally! I am not saying about "cattle truck" airplane where back of the seats can not be moved at all and seat rows are so close to each other that my husband (6'4") had to keep his legs in the isle all the time. Next time we will think twice before dealing with redtag.ca and NexusTours and if we have an alternative we will never deal with them again. read more

Mixed Experience - Only Worth It for Chichen Itza and the Cenote Airport Shuttle: 5 stars. We arrived early, and since it was just the two of us, we didn't have to wait. The service was smooth and efficient--likely because it was booked through the resort. Chichen Itza Tour: 2 stars. The tour started with a visit to an "indigenous village," where they burned tires and claimed it was an ancient tradition. It felt inauthentic and unpleasant. Lunch was served at the same location--the food was subpar. Chichen Itza itself was absolutely stunning, but from there we were rushed to a cenote--the best part of the entire day, yet we only had a short time to enjoy it. Finally, we stopped at a small town, Valladolid, which was also memorable but too brief. The tour tried to cram too much into one day and failed to account for the 6+ hours of travel time (3+3) from Cancun, which left little time to enjoy the actual experiences. My recommendation: skip the village and focus only on Chichen Itza and the cenote. That would've been worth it. read more

Used this company for a private drive to and from the airport amd resort. Drive was smooth and quiet. Return driver was socialable and friendly. Company had a slight error for arrival but was able to get it rectified. Felt safe both ways and price was reasonable! read more

I celebrated my 50th birthday in St Lucia with 26 of my amazing friends. I worked with Emilio and Omar to get a private boat together for my birthday party. We started 3 months in advance to ensure everything would go off seamlessly! Do you know the day before the excursion we found out they had put all of my people on different boats?? Thank God for my husband double checking! He spent 3 hours with a Nexus rep getting everything sorted. DO NOT WORK WITH NEXUSTOURS ONLINE! Horrible!!!! read more

I went to Cancun for my Honeymoon in June of 2025, We booked 2 excursions which I booked throw a person at the hotel two and 3 days prior to the event. The first was an ATV tour and we showed up 25 min early for our transportation time, and hour had passed and we were still waiting, we were told that the transport was coming but still nothing finally I asked for a complete refund because we never got picked up or went to the excursion and I NEVER received a refund for over $200. The second excursion was a a catamaran and it was great we got picked up went and when it was time to get picked up by transport and go to the hotel there was not van for us to get picked up. we were stranded 30 min away from our hotel and took an hour to get a taxi that cost me 1500 pesos. Definatly book through a different company. it was a huge waste of money. and honestly wrecked my honeymoon experience. read more

My Review "As a 13 Year Old" Had to wait a while to get a bus. About 9 Family's waiting for a bus. Luckily we had a private bus. Quiet Smooth Drive. Bus is very nice. Overall not bad. read more

Do Not ever Book with these unprofessional inconsiderate disrespectful distasteful company ! Complete scammers I booked a round trip to puerto Maya from Cancun airport and when i got there they told me it was a one way ! I still went ahead and booked a private transportation through them comming back and they never showed up I almost missed my flight . Some liar on the phone said the driver was In the lobby which was a lie we were in the lobby ahead of time and you have to get buzzed in by the guard to get inside complete liars . Then told me if I catch a taxi they would pay the full amount for the inconvenience I sent everything I was supposed to n now they telling me they can't pay it with out a pay pal Account so I had to call my bank and send them the proof ! Save your self a headache n never book with these Scammers ! read more

Our family of six recently had a very distressing experience with Nexus Tours that I feel compelled to share. I am sharing this as a warning to other travelers and in the hope that the company will address a serious customer service and safety issue. We booked a private shuttle directly with Nexus Tours to take us from Marina El Cid in Puerto Morelos to Hotel Xcaret Mexico for a day pass. Traveling with us were my husband, my parents, our three year old son, and our seven month old baby. The drive was about an hour long and we were very clear about our plans when making the booking. Our driver Dulce was absolutely wonderful. She was friendly, professional, and very sweet with our children. If it had not been for her kindness this experience could have been even worse. Unfortunately, when we arrived at Hotel Xcaret we discovered that all of the day passes were already sold out. Hotel Xcaret would not allow us to enter the property at all. This was disappointing, but what followed was shocking. We asked Dulce to please take us back to our resort since we could not get in. She explained that she needed to call her supervisor first because she had another shuttle service scheduled after ours. When she reached her superior she was instructed to leave us there, stranded in the middle of the jungle, because according to them Nexus Tours' obligation ended as soon as they dropped us off, regardless of whether the hotel could accept us. This instruction was given even after she informed them that we had two babies with us. Dulce was clearly uncomfortable with this demand and told us that her morals would not allow her to abandon a family with small children in a remote area. Yet her superior continued insisting that she leave us. This situation escalated to the point where I suffered an anxiety attack in the van, fearing we would truly be left without a way back. We spent nearly an hour pleading on the phone, trying to get Nexus Tours to understand that this was unacceptable. We ultimately had to raise our voices and insist that we were not getting out of the vehicle before they finally allowed Dulce to return us to our resort. Being told to get out of the car and wait on the side of the road far from any resources with no guarantee of transportation was terrifying and unprofessional. The lack of care for customer safety, especially when small children are involved, is inexcusable. To be clear, Dulce herself was the only bright spot in this nightmare. She remained calm, kind, and supportive even while being pressured by her employer to act against her better judgment. Nexus Tours is fortunate to have an employee like her. Sadly, her supervisors' handling of the situation overshadowed her excellent service. In the end, what should have been a fun day trip became one of the most stressful travel experiences our family has ever had. Nexus Tours urgently needs to review its policies and training. Leaving a family stranded in an isolated location is not only bad customer service, it is dangerous. I strongly caution other travelers to consider other shuttle options in Cancun or at least confirm every detail multiple times. Based on this experience, I cannot recommend Nexus Tours and I hope this feedback prompts them to take serious action so that no other family goes through what we did. read more