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DO NOT TRUST IN Cancun Discounts and GoMexico. I had a terrible experience with these companies.

I bought a ticket to Chichen Itza from Playa del Carmen for January 6th 2017. They do not appeared at the check in point (plaza antiqua in front of the t-shirt factory). I tried to call for the provided phone, but it did not work. After contacting them via web-chat I finally got the correct number.

They said they made a mistake and provide me the wrong time in my voucher (ps: they sent the voucher after a lot of time. I was very worried about that I had to contact them one day before the trip). The bus left 7:50 and my voucher time was 9:50. After this *** mistake, they do not provide me any option to go to Chichen Itza.

It was the only day I had to do this trip and I LOST IT!!!

I am very upset and do not recommend these companies. If something goes wrong, they simply don't care about it.

Review about: Cancun Discounts Tours Customer Care.

Reason of review: Poor customer service.

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Anonymous
San Salvador, San Salvador, El Salvador #1303380

Dear Douglas,

I’m very sorry to read of your experience on this day. While Cancun Discounts is the website where you found this tour advertised, we aren’t the operator of the tour.

Upon reading your complaint, I contacted the tour operator, who explained that the voucher they issued contained an error in the pick-up time, which is why the tour wasn’t there at the time indicated. They apologized profusely for this and explained that by the time you contacted them about this, it was too late to go to Chichen Itza as all the vehicles had already left hours earlier. They offered to take you another day instead, but unfortunately your schedule didn’t allow. Because you weren’t able to go on the tour, they issued you a full refund of your money and offered to provide a special service for you on your next visit which you turned down demanding financial reparations in addition to the full refund you had received already, which the tour operator's policies strictly prohibits.

They have also taken all necessary measures to prevent a recurrence in the future. It seems that they handled the situation in the best possible way, and your complaint doesn’t appear to be seeking any resolution, so there doesn’t seem to be any assistance we can offer other than this reply.

Cancun Discounts has been the #1 tours and excursions booking site in Cancun and the Riviera Maya for over 12 years, serving literally hundreds of thousands of happy customers during this time. It is a testament to our award-winning customer service that in our 14 years of existence, this is the first ever complaint posted on ComplaintsBoard. When we and our network of travel partners are creating lifetime memories for thousands of guests every month, it is inevitable that once in a very long while the human factor may come into play and a mix-up may occur.

I’m very sorry that this happened on your day and that your schedule didn’t allow to do it another day. I hope you will take us up on the special discount offer on your next visit to Cancun, and give us another opportunity to help create your lifetime memories here in Mexico.

Kind Regards,

Gerardo

Cancun Discounts www.cancun-discounts.com

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