If I could have rated this 0, I would have - as it did not deliver on what was promised.
The initial transfer occurred on 25-Mar-18 Cancun to Playa del Carmen and this was not a smooth experience. When I arrived at the Cancun Vacation Experts desk at Cancun airport, they insisted my booking did not exist and I was asked to stand off to the side. Then after about 20 mins of standing in the heat, they located the paperwork ... it then took another 30mins for the van to arrive.
Then the day before my return transfer 14-Apr-18 I called the Cancun Vacation Experts local number to confirm details. I called them at approximately 4.10pm and spoke with Dana... and even this did not go smoothly at first - as she advised my booking did not exist.
But after waiting on hold for 5mins, Dana confirmed my booking and advised a 4am pickup from my hotel would be required the following day, given my 7.20am flight.
The shuttle NEVER ARRIVED and I waited until 4.45am, when I could longer wait as I would miss my flight.
My hotel tried their office number several times, but the message said office hours started at 7am.
Needless to say it heightened my stress levels significantly and in the end I had to opt for a taxi. But the stress did not end there, as the taxi then dropped me at the wrong terminal and I had to spend yet more money to take another cab to the correct terminal - which would not have been an issue if my transfer had arrived, as promised.
All in all, it cost me an additional 70 USD to get to the airport on top of what I'd already paid. I raised this with Viator via email and within 2 days they responded to advise that they would be reimbursing my original payment 65AUD - which was about 20 AUD less than what I ultimately had to shell out.
So would I use Viator again - I'm not sure ... as it doesn't seem like all their 3rd party vendors are up to the task.
The worst transportation linkage between the Cancun airport and Puerto Juarez that I've ever experienced. Aviator has no real vehicles and only outsources vehicles to third parties. I paid over 70 American and waited one hour for them to figure out who would take me to the ferry. Eventually it was a van that went through the tourist strip and took an hour and a half. Poor advertising and poorer disclosure of what one was booking. Ultimately the driver in our van was awesome but couldn't change the horrific experience. I will never again use Aviator for anything.
Our flight was 50 minutes late getting into Cancun, the Viator rep was not waiting for us with a sign but we saw another Viator Rep and he was more than happy to direct us and take us to the pick up spot! Transportation to resort was good had paid for RT and was picked up at resort 10 minutes earlier than scheduled time and brought to airport. The drivers spoke English and were more than accommodating, would definitely use this service again!!
They delivered us safely, but the both legs of the trip were delayed significantly. We were greeted on arrival in Cancun, as promised, and taken to the to the BD Best Day shuttle station where we watched for 45 minutes as others were directed to their buses and we were told that our bus would arrive soon. Best Day had an agent in our hotel Presidente Intercontinental who arranged the pickup for our departure as 2:25 pm and assured us we would not experience any similar delay on that leg of the trip. The return pickup actually arrived at 3:00getting us back to the airport in time for our flight but with very little to spare.