Those of you considering booking tours from the tour desk at the sexy pool (Albatross) might want to reconsider. We were unable to book Steve's booze cruise last week as it was full. Our friends thought the Temptations Party Cruise run by the tour company at the pool sounded good and talked us into joining them. The Cruise was pretty decent, left the resort dock at sunset, plenty to drink on the boat lasted about 2 hrs. It was all down hill after that. We were supposed to have dinner and drinks at Carlos & Charlies w drinks included. Then you could go to Senor Frogs or be transported back to the resort. When we arrived at the restaurant we were herded into a small back area barely big enough to accommodate the group all stuffed together. The heat was unbearable. We were given a buffet style dinner that was awful. The selection was minimal. I am not sure what the meat selection was, there was a chicken dish and 2 other "meats" could not agree on what they were. We were told we could move to the cooler tables once we FINISHED eating. Eating that food, in that temperature was not anything anyone wanted to spend time at and the whole group was done in about 30 min.!. We moved to the cooler area and were told we had to wait 1 1/2 hours for our ride back to the hotel or we could take a taxi and pay for it ourselves. We choose to wait it out. We met the tour operator outside the restaurant at the time we were told. Some of the group went off to Senor Frogs. The rest of us were walked about 5 blocks to meet the vans to return to the resort. After waiting and waiting on the street (one couple gave up and paid a taxi $10 to take them back) the operator said the vans had a problem and he was going to put us in cabs to go back to the hotel. He had one of the cabs gather up the amt. of cabs we needed and packed us into them (4 in ours). Our cab driver did not seem to happy to take us, I think he wasn't OK with the negotiated rate. He gave us the cab ride from hell !! Driving at speeds of 100-110 km/hr in a 70 km zone through heavy Fri. night traffic cutting in and out of traffic, tailgating, unsafe passing (u name it). Ashes from his lit cigarette flying into the back seat. By the time we got to the hotel the women in the cab were shaking. We spoke to the tour operator the next day, he first claimed to be unaware of what happened but another guest who was on the tour verified what we had said was true. He asked us to write up what happened so he could show his boss. Nothing happened. We spoke to Premier who also asked us to write it up. The next day Victor, who sold us the tour, told us pretty much. "to bad to sad". There were not going to compensate us in any way and they didn't even offer and apology. Our complaint to Premier pretty much went unresolved during our stay. They don't seem to have much control over the Tour operator on their own property. Our friends were going to book a tour to Tulum and Xhe-la with them but not after that experience. I have used tours from the Cancuncare site before and would recommend you use them and avoid the tour desk at the sexy pool!
Thanks for the heads up. The negative occurances may or may not be a one time thing, but the poor customer service and total failure to respond to your complaints shows an underlying disregard for their customers. Businesses that show this kind of disrespect don't deserve repeat business from you or from any of us.
I don't know who was running the trip but Sergio has always looked after us. We've done the Friday night booze cruise every time we've been down there and had a great time. The only exception was last year but most of that was the insane heat which of course is no one's fault.
I agree. Not saying it wasn't bad but they have been good to me at the desk and I wouldn't want others to be swayed away from them by one incident
We have done the Friday Night Booze Cruise 4 times with big groups and had a blast !!! No complaints. Personally after a night of heavy drinking I want the quickest way home. Give me a taxi over a bus anyday. I'll pay any price.
Sergio was the person they told us would "make it right by us" but when he came in he said there was nothing he could do (end of story). I dont think anyone would have wanted the cab ride we got. It wasnt the quick way home after standing on the street waiting for transportation. Certainly things can happen but then you make it right if you are a reputable business. Not even so much as an apology is just poor customer service.
we had a similar issue with them last year...we bought a para sail trip but the weather was to windy...they said to come the next day to try it again....same thing....we tried to get a refund, but got the run around something about waiting for his boss and getting the money the next day...he ended up talking us out of more money to upgrade for the pirate dinner.....we refuse to use the little hut to book anything... this year we booked thru the site here.....
our personal experiences with Sergio have been great. Maybe because of the number of times we have used him he treats us great & prices have been very friendly also. Sorry it didn't work out for your group
Shame because we've been on at least 5 of Sergio's friday nite booze cruises and always had a blast. Hopefully it was just an isolated incident.
