Dear Timothy,
We appreciate you taking the time to share your feedback regarding your recent experience with our Costa Maya Beach Break. We are sorry to hear about the unfortunate situation you encountered, but we would like to address your concerns.
Our Costa Maya Beach Break has been recognized as a must-do experience in Costa Maya, and we take pride in delivering a guaranteed package that includes transportation, food, and drinks. We want to emphasize that these amenities were indeed included as stated.
However, as you decided not to complete the tour and opted to return to the port on your own, you had to cover your own transportation expenses. Typically, a taxi ride back to the port costs around $8 USD per person. Considering you were a party of 13, it amounts to the $100 USD you mentioned and while we empathize with the unfortunate situation you encountered with your taxi driver, it is not something that we can take responsibility for as you made the decision to go back to the port on your own rather than continuing with the tour.
We understand your disappointment In regards to your dissatisfaction with the refund . However, we would like to clarify that Viator, as the booking company, handles refund policies. While we cannot directly intervene in their decision-making process, we regret any misunderstanding or miscommunication that may have led to a less satisfactory resolution.
We genuinely value your feedback, and we regret that your experience fell short of your expectations. We hope that you will reconsider and give us another opportunity to provide you with a satisfactory experience.
Best regards,
The Next Experience Travel Team