We booked through orbitz.com for the round-trip airport transfer for $33 US each by Gray Line Cancun and also booked a free sunset cruise offered from the same comapny. We emailed them our itinerary and printed out the vouchers as instructed. We got the email confirmation from Gray line so everything seemed fine and dandy.
Upon arrival, the Gray line representative was there to greet us and told us for our return trip and the free sunset cruise, we had to talk to their representative that will be at the hospitality desk in the hotel the next day. We met the representative the next day and confirmed our return trip to the airport. Our friends had to be at the lobby at 3:50am for their 7 am departure and us at 9:30am for the 12:15 pm departure. We then were told that for our free sunset cruise, there's a $5 harbour fee each which we all agreed to pay for. He also tried to sell us some optional tours which we found to be more expensive than what was offered elsewhere so we turned down the optional tours. Then he told us if we don't purchase the optional tours, we can't get the free sunset cruise. So there goes the 'free' cruise. (Why offer it if there's conditions attached and not mentioned in the offer on the website or voucher?)
Anyway, long story short, since we have already paid for our airport transfer, we expect them to honour our return trip back to the airport. They never showed up to pick my friends up even though they were there at the lobby from 3:40am - 4:30 am. They ended taking a taxi which only cost them $35 US for all 4 of them, way CHEAPER than Gray line that charged $66.
Don't book their airport transfer if you have other option. Not reliable at all.
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