Mayan Heaven
Mayan Heaven
4.5
Taxis & ShuttlesPrivate ToursDay Trips
12:00 AM - 11:30 PM
Monday
12:00 AM - 11:30 PM
Tuesday
12:00 AM - 11:30 PM
Wednesday
12:00 AM - 11:30 PM
Thursday
12:00 AM - 11:30 PM
Friday
12:00 AM - 11:30 PM
Saturday
12:00 AM - 11:30 PM
Sunday
12:00 AM - 11:30 PM
About
Mayan Heaven is a tour operator, specialized in offering the service of excursions in the Mexican Caribbean, as well as the tourist transportation service, Mayan Heaven is distinguished by its quality and commitment to tourism and by transmitting the ancient essence
Translated by Google
Cancun, Quintana Roo, Mexico

Awards
Travelers' Choice
2023
Travelers talk about
(12 reviews)
(2 reviews)
(2 reviews)

Most Recent: Reviews ordered by most recent publish date in descending order.

Detailed Reviews: Reviews ordered by recency and descriptiveness of user-identified themes such as wait time, length of visit, general tips, and location information.

Popular mentions

4.5
4.5 of 5 bubbles99 reviews
Excellent
80
Very good
7
Average
4
Poor
1
Terrible
7

Eric M
1 contribution
1.0 of 5 bubbles
Aug 2023 • Family
I have no idea how anyone has possibly had a positive experience with this company, they’re just awful.

I planned a trip to Mexico with my family and had arranged the van MONTHS prior to pickup. The days leading up to my trip they never confirmed anything via WhatsApp despite numerous inquiries. The day of traveling we missed our connection due to bad weather and ended up arriving 6 hours later than planned. I let the company know and got no confirmation from them whatsoever.

They were more than an hour late to pick us up from the airport which forced us to pay out of pocket for a taxi. We tried calling and texting them about 50 times and no one answered or responded. I demanded they reimburse me for the taxi…shocker never got any answer or acknowledgement of fault.

Every time I would message them they would ask for a booking ID, literally every time. All they had to do was scroll up in the message history to see it. Their customer service is awful, the absolute worst as they just don’t respond or when they do they are not helpful whatsoever.

In their defense they were only 20 minutes late picking us up on our return trip to the airport. The first driver went to the wrong hotel, which is just ridiculous. The driver himself, Migel, was lovely and was a very nice man.
Written September 1, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Scott H
2 contributions
5.0 of 5 bubbles
Jun 2023 • Family
I can't say enough great things about Mayan Heaven. They were very punctual and responsive, but most of all, their customer service is second to none. We booked them for private transportation to and from xcaret. The original day of our excursion, my wife woke up not feeling well. We ended up getting our park tickets switched to another day. Mayan Heaven also switched our transportation to another day. I was expecting to have to pay another transportation fee, and were well within their rights to charge me. But they told me they wouldn't charge me another one. At the end of the day, the xcaret show was scheduled earlier and ended a couple of hours earlier than normal. We were able to get a hold of them, and they were able to pick us up early. I would highly recommend them to anyone.
Written June 22, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Emily
World1 contribution
1.0 of 5 bubbles
May 2023 • Friends
The only reason this review has one star is because canceling and refunding was easy. We booked multiple rides with this company after reading the amazing reviews they had on this website. We had planned all the pickups and drop-offs, and since we were a big group we wanted to reserve a larger vehicle for our ten-day vacation. Their website was easy to use, and the payments went through quickly. Except when we landed, right off the bat, they were late to our pickup. We tried to call, and text but there was no answer. We waited and waited until it had reached an hour past our pickup time. Finally, we were forced to pay out of pocket for a taxi, or else we wouldn't have made it to our destination. The next day, we tried to contact them again, to no avail. We decided to give them another chance to see if they would show to our next pickup. They did not. After waiting for another hour, while trying to contact them, we again had to pay for a taxi to get to our beach club (we were late for our reservation). Still trying to sort out the issues from the other day, we finally got ahold of them through email. When we asked why they hadn't arrived, they sent us a picture of another terminal claiming that they were at the wrong location. Except the photo they sent us was directly from their website. After missing both pickups and a third one the same day, we all agreed we were going to cancel the remaining car reservations and use the local taxis. It ended up being cheaper and easier to do this but I have to say, I was very disappointed. Don't use this company, especially if you have to be somewhere on time.
Written May 23, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Daniela Ramirez Pelaez
Bogota, Colombia26 contributions
1.0 of 5 bubbles
May 2023 • Couples
This is the worst company, the service is so bad! We did a booking for 3 trips, and they got to the airport 2 hours late! They didn't answer the phone or WhatsApp. We have other 2 trips, and no one answer the phone!! There are other good options!
Written May 19, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Doc24p
Toronto, Canada5 contributions
3.0 of 5 bubbles
Apr 2023 • Family
Booking was easy and confirmation clear. We waited 10min or so at the airport but that wasn't an issue as we were able to easily communicate with the company to coordinate. However, the car seat we ordered for our 3yr old was sub par and not fitted properly, in fact we couldn't even fit it ourselves so he ended up riding on a regular seat. Plus we paid in advance for two waters and two soft drinks that the driver knew nothing about. The van was old and needed a clean. All of which was fine, and not the end of the world, but that's the reason for the "Average" rating.
Written April 19, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Jet691127
4 contributions
1.0 of 5 bubbles
Jan 2023 • Couples
I am in the process of booking transfers again for this year. We booked Mayan Heaven last year at this time and wanted to write a review so some of you do not have to experience what we did. We arrived on time we were told they would be waiting outside near the bar with sign with our names on them. We exited airport and NOTHING no sign no driver. After hunting around for a half hour we finally asked one of the other transfer companies if they could help us. They got on the phone and called the company. We then wanted another 25 minutes until the guy arrived. So if you want to be stumbling around the outside of the airport looking for the driver who did not show this might be the company for you. DO NOT USE THEM LET WILL LEAVE YOU HANGING.
Written April 19, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Judy R
31 contributions
1.0 of 5 bubbles
Mar 2023 • Business
Poor customer service, not reliable. Don't respond after we paid for services. We booked ahead as part of our plan for 3 couples, requiring that we pay ahead and now no response
Written March 26, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

310Ben
New York4 contributions
1.0 of 5 bubbles
Feb 2023
It's very rare for me to write reviews (let alone negative ones) but unfortunately had a terrible experience and could not recommend them. I've traveled to Cancun many times and have always had good experiences with other transportation companies but was drawn to Mayan by their lower prices, which ended up being too good to be true.

For the ride from the airport, there was no one waiting to greet us with a sign as promised. Instead, I got a Whatsapp message from the company Caribe Shuttle that they are sending a driver to the airport (NOT Mayan Heaven). Once the driver arrived, we needed to walk through the parking lot with our bags to find them, they didn't come to meet us at the designated pickup spot (Margaritaville) or assist with bags.

Now for the worst part, shortly after driving off the airport grounds, we turned into a dark side street and were instructed to move to a small, unmarked sedan that was waiting for us (we originally booked a van). We were three people and the back row barely had enough room for two people so the third person sat in the front. The driver didn't speak English and wasn't in a uniform but the shuttle company confirmed via WhatsApp that this was all legitimate. The company claimed this small car would get us to our destination (Tulum) faster but overall this made the experience uncomfortable and feel unsafe. Also, it wasn't clear why the sedan couldn't have just picked us up from the airport, did they not have the proper permits?

After arriving to our destination and complaining to Mayan Heaven about the experience, we were told they would upgrade our return trip to the airport to a "Deluxe Teramont" and included a stock photo of the newest Volkswagen SUV. While that wouldn't completely make up for the unsafe and uncomfortable first experience, we wanted to give the company a second chance since maybe it was just an off day for them.

Sure enough, an hour before my pickup I received a text from Caribe Shuttle again that they'd be servicing my ride instead of Mayan Heaven. Additionally, they said that they'll be sending a van instead of the upgraded SUV and that they'll issue a partial refund. Luckily, this ride went without a hitch and the driver was friendly. However, after my trip, I never received the partial refund and both Mayan Heaven and Caribe Shuttle stopped responding to my messages.

Bottom line: It appears that Mayan Heaven doesn't actually have its own fleet and just outsources rides to other companies (all somehow affiliated to someone named Christian Ortiz Fernandez). While that'd normally be fine (essentially what Uber does), they downgraded our vehicle, added a sketchy stop on the way and have poor communication. Avoid the hassle and just book one of the many other car services available.
Written March 18, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Linda I
Kilmarnock, UK195 contributions
5.0 of 5 bubbles
Mar 2023 • Couples
My husband and I were picked up at Cancun Airport last week.
I must say the pick up point with hundreds of drivers waiting around a Welcome bar with loud music was overwhelming...
All my contact with Mayan Heavan had been via WhatsApp and my cellphone had no data in Cancun! I was distressed but 10 minutes later I saw a banner with my name and Antonio took us to our van.
Our trip was long as the new motorway is still under construction but 4 hours later Carlos (a very safe driver) dropped us odd in Merida.

Today our pick up was with Roger again a great safe driver. The trip took 5 1/2 hours to get from Merida to Cancun airport. I had factored extra time but we were tight for our plane. This is not Mayan Heaven's problem.... if you travel this route allow a bigger time frame than the 4 1/2 the Internet says. I would say 6 hours to go for the plane check in time!

I would recommend this company but factor in WhatsApp is the means of communication and that the fast road is very slow..... not the driver's fault.

I like that both drivers were safe and that the company was in constant contact when I was in Merida and on WiFi.

Thank you, Linda
Written March 8, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

Peter
1 contribution
3.0 of 5 bubbles
Feb 2023 • Couples
Airport to hotel service was as advertised. They had someone with my name on it upon arrival and we were at our hotel within an hour or so. However, they definitely dropped the ball with hotel to airport pick up. There was not any communication and when I reached out through multiple methods including their chat function and listed email, I received no response. I tried calling the listed number but only went to voicemail. After 5 min past my scheduled pick up time, I had the bright idea to start a WhatsApp chat with the number listed on Google. They said driver was running late due to traffic and that they will be there in 20 min. However, when the driver finally arrived, he asked us if we had been waiting long. We told him pick up time was 1330 and it was 1405. He informed us he only got the call 20 min ago for the pick up... So readers get the idea. Could have potentially missed our flight. MH should definitely be more on top of hotel pick ups.
Written February 12, 2023
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.

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